Communication Basics for Laboratory Leaders

Author: Abigail Brown DiScipio, MFS, MLS(ASCP)CM
Reviewers: Laurie Bjerklie, MA, MLS(ASCP)CM and Sheryl A. Whitlock, MA.Ed, MLS(ASCP)BB
See all available Compliance & CE courses »

Continuing Education Credits

P.A.C.E.® Contact Hours: 2.5 hour(s)

Florida Board of Clinical Laboratory Science CE Credit Hours

Florida Board of Clinical Laboratory Science CE - Supervision/Administration, Quality Control/Quality Assurance, and Safety: 2.5 hour(s)

(based on 1139 customer ratings)

This course is an introduction to the importance of communication and how it can positively and negatively impact our work environment. This course will discuss the dominant role communication plays in patient safety, customer service, employee well-being and satisfaction, and the possible risks associated with miscommunication. With a focus on emotional intelligence as a foundation for effective communication, this course explains what emotional intelligence is and how leaders can develop it to improve their communication and relationships with others. Throughout this course are tools that can be implemented in any laboratory to help construct communication training and build a culture of communication. With an emphasis that all laboratory roles can be leaders, it will reframe the way we think about communication within the laboratory.

Objectives

  • Discuss the importance of communication within the laboratory setting as it relates to patient safety, customer service, and employee well-being and satisfaction.
  • Identify the possible risks associated with miscommunication.
  • Provide an overview of emotional intelligence and its connection to effective communication.
  • Provide tools for staff in all laboratory roles to improve their communication skills.

Course Outline

  • The Importance of Communication
    • Every Laboratory Role Communicates, From Phlebotomists to Pathologists
    • Everyone Can Develop Their Skills to be a Leader and an Effective Communicator
    • Communication is Both Verbal and Nonverbal
    • Communication and Patient Safety
    • Communication and Laboratory Customer Service
    • Communication and Employee Well-Being
    • The Importance of Communication Summary
    • Which statement best explains why effective communication skills are important in the laboratory setting?
  • Risks of Miscommunication
    • Risks of Miscommunication and Patient Safety
    • Risks of Miscommunication and Customer Service
    • Risks of Miscommunication on Employee Well-being and Satisfaction
    • The case scenario below is an example of what?The bench laboratory scientist had a critical result on a patient and called the patient care unit to relay the critical result to the nurse. Both the nurse and the laboratory scientist failed to follow the protocol for repeating the information and documenting that this process had been completed. The nurse told the doctor that the critical result was
  • Mitigation of Risks
    • Building a Foundation of Effective Communication
    • Using Laboratory Policies and Procedures for Effective Communication
    • Embedding Effective Communication into the Quality Management System
    • Developing Communication Skills
    • Risks of Miscommunication Summary
    • Which approach best helps a laboratory reduce risks associated with miscommunication?
  • Developing Communication Skills
    • Developing Communication Skills as Leaders
  • Emotional Intelligence
    • Emotional Intelligence: A Critical Leadership Skill
    • What are Goldman's four aspects of emotional intelligence?
    • Self-Awareness
    • Self-Awareness Exercise
    • Self-Management
    • Three States of Mind
    • Mindfulness
    • Self-Management Exercise
    • Yelling at your coworker because you don't agree with them is an example of responding from which state of mind?
    • The prefrontal cortex and the amygdala are responsible for aspects of our emotions. Match the following to either the prefrontal cortex or the amygdala.
    • Social Awareness
    • Empathy
    • Understanding Empathy: Sympathy, Compassion, and Shame
    • Which of the following represents the definition of empathy?
    • Practicing Social Awareness
    • Which of the following represents active listening?
    • Relationship Management
    • Emotional Intelligence Summary
  • Communicating Expectations
    • Clear is Kind, Unclear is Unkind
    • Clear Is Kind: Delegating Effectively with TASC
    • Why can TASC be used as a tool to practice "clear is kind"?
    • Constructive and Destructive Feedback
    • Giving and receiving feedback is an exercise in all four concepts of emotional intelligence. Consider the phrases below and classify them into constructive or destructive feedback, keeping in mind the four steps that can be used to give clear feedback.
    • Build Emotional Intelligence Through Feedback and Observation
    • Feeling Defensive
    • Feeling Defensive, continued
    • Disagreeing Professionally and Productively
    • A team member disagrees with a proposed process change during a meeting. What is the most professional and productive way to respond?
    • Communicating in a Crisis
    • Which of the following is a key benefit of establishing a command center or crisis leadership team during a disaster or emergency?
    • Developing Communication Skills Summary
  • Communication Tools
    • Managing Up
      • What is Managing Up?
      • Emotional Intelligence and Managing Up
      • All of the following are examples of how to manage up except:
    • Closed-Loop Communication
      • Practicing Closed-Loop Communication
      • Which action best demonstrates closed-loop communication?
    • AIDET
      • AIDET
      • How to Use AIDET
      • “I will clean your arm, insert a small needle, and collect two tubes of blood. The draw should take only a few minutes, and you may feel a brief pinch.” Which step of AIDET is this an example of?
      • Escalation
      • Communication Case Studies
    • Telephone Communication Tools
      • Telephone Etiquette
    • Email Communication Tools
      • Email Etiquette
      • Email Example A
      • Email Example B
      • Which of the two previous email examples was better?
    • Making the Most of Meetings
      • Nonverbal Communication in Meetings
      • Scheduling a Meeting
      • Conducting and Attending Meetings
      • Communication before and after is important to conducting an effective and productive meeting, and should include which of the following?
      • One-on-One Meetings
      • Which of the following does not represent a benefit of one-on-one meetings?
    • Role of Human Resources
      • Role of Human Resources
      • True or False: Even with good communication, there may still be instances in which it is necessary to include the skills of human resource professionals.
    • Creating a Culture of Communication
      • Create a Culture of Communication
    • Post Action Plan
      • From Learning to Action
    • References
      • References

Additional Information

Level of Instruction: Basic
Intended Audience: Medical laboratory scientists, medical laboratory technicians, laboratory supervisors, and laboratory managers. This course is also appropriate for MLS and MLT students and pathology residents.
Author Information: Abigail Brown DiScipio, MFS, MLS(ASCP)CM, received her Bachelor of Science in Medical Technology from Hartwick College in Oneonta, NY, and a Master's in Forensic Science from Boston University. Abigail has over 15 years of experience working in the laboratory with a focus in chemistry, quality management, patient safety, regulatory compliance, laboratory safety, and clinical education.
The author has no conflict of interest to disclose.
Reviewer Information:
Laurie Bjerklie, MA, MLS(ASCP)CM, is a Lead Education Developer. She earned a B.S. in Medical Laboratory Science from the University of North Dakota and an M.A. in Curriculum and Instruction from Saint Xavier University. She has over 20 years of experience in higher education and has held program director and faculty positions in both MLT and MLS programs.
Sheryl A. Whitlock, MA.Ed, MLS(ASCP)BB, is the owner of ARK Laboratory Consulting, LLC. She served as the laboratory coordinator for the Student Health Services Laboratory at the University of Delaware for 15 years. She received her Master’s degree in Education from Arcadia University. She has more than 35 years of experience in laboratory science, including management and education. She has written and published textbooks and laboratory manuals, as well as contributed to numerous online and print articles in the field of laboratory medicine.
Course Description: This course is an introduction to the importance of communication and how it can positively and negatively impact our work environment. This course will discuss the dominant role communication plays in patient safety, customer service, employee well-being and satisfaction, and the possible risks associated with miscommunication. With a focus on emotional intelligence as a foundation to effective communication, this course details what emotional intelligence is and how leaders can develop it within themselves to improve their own communication and their relationships with others. Throughout this course are tools that can be implemented in any laboratory to help construct communication training and build a culture of communication. With an emphasis on the fact that all laboratory roles can be leaders, it will reframe the way we think about communication within the laboratory.