LHMROnES MBA (Hospital and Health Management) First Year 2020-22 Communication Planning and Management (Business Communication) (CC-612) March 1-5, 2021 Dr. Alok Kumar Mathur AHMROES Institute of Hospital Management Research 1, Prabhu Dayal Marg, Sanganer, Jaipur, India Phone: 91-141-3924700, Fax: 91-141-2792138 Email: ihmr@iihmredu.in, URL: www ithmr.IFA9IF AAR FIXVRAAPRAVIVIVIFBX9V9IDVXVVXDXVDDVDDOIDD‘UTHMRESESE ‘UTHMRGSES 1. Course Information Course Title ‘Communication Planning and Management (Business Communication) ‘Course Code CC-612 [Course Creait 15 Course Instructor (3) | Dr. Alok Kumar Mathur Email; akmatlut 2. Program Outcome (PO) Po. Por PO3 POs POs P07 POs To help understand the latest concepts and techniques of management and their application in making the managerial roles of the participants efficient and effective. inthe To develop skills of analysing, diagnosing and solving operational problem: delivery of healthcare and hospital services. To help learn about appropriate strategies for effective planning, implementation and evaluation of institutional and community based health and family welfare prograrmae, ‘To help learn the application of qualitative and quantitative analytical tools as applicable to health and hospital management related problems. ‘To help understand and appreciate methodologies of health/hospital management ‘raining and develop skills with focus on strategic responsibility for training and human resource development for health care delivery. To enlarge the outlook and vision of participants about the larger background and context of health care and health management in their historical, sociological and cultural framework. Help them to leam to promote the efficient and equitable allocation of resources and development of strategies to promote public health and costeffective healthcare, ‘To understand application of scientific approach to reduce cost of care through better material and money management.JTTHMRGSESS) 3. Course Description The course on communication planning and management is dealt in lwo parts- Social and behavior change communication and business communication. It introduces students to an overview of concepts and theories in communication with a focus on health, hospital, and business ‘communication. The course will provide the approaches, conceptual tools in planning and management of health communication processes and programs. It emphasizes on skills for developing communication program and campaigns and on effective business communication in an organizational set up with all relevant stakeholders. 4. Course Objectives ‘The broad objective of the course on Communication Planning and Management is to develop Verbal and Non-verbal communication skills along-with effective listening for efficient and effective communication in health care. The specific objectives are as under: For Business Communication To have greater understanding of communication, health communication and various models of communication. To understand and develop skills in verbal and non-verbal communication, listening and barriers in communication, To be able to enhance level of intrapersonal communication. ‘© Tobe able to explain interpersonal communication, process, and barriers. ‘+ To define Group Communication, understand group dynamics, facilitate group process, and able to organise brain storming. © To understand the importance of organisational communication, types, importance, and dynamics of Boss subordinate relationship. ‘+ To be able to conduct effective meetings, planning, preparation, execution, minutes, 22 minutes meeting, Understand basics of Public speaking, features, Principles of Public Speaking. * To lean nuances of Presentation skills through PPT. Understand basies of writing Report, Memo, Letter, CV, News, and Press release 5. Course Outcome Afier the course, students should be able to CO1 | Define communication, health communication, its importance, and basic inodels of communication and health communication CO2 | Understand - Verbal and Non-verbal communication, effective Listening & Barriers in communication, Communication in Health care relationship __|»>v vd? »»>D LUIHMRESESE COS | Mlusirate Intrapersonal communication, process, barriers, improving Intrapersonal Communication €O4 | Explain Interpersonal communication, definition, functions, IPC Model, barriers, improving Inter-Personal Communication COS | Define Group Communication, understand group dynamics, facilitate group | process, and able to organise brain storming COE | Outline Organisational communication, types, importance, Boss subordinate relationship CO7 | Conduct effective meetings, planning, preparation, execution, minutes, 22 minutes meeting. Understand basics of Public speaking, features, Principles of Public Speaking COS | Learn Presentation through PPT. Understand basies of Report writing, Memo, Letter, CV, News, and Press release COS | Lean TEC Material and community partelpation 6. Course Articulation Matrix (Interrelation between CO and PO): ‘Outeomes COT [€o2 ]co3 [Cos [COS [COS ]Co7 [Cos’ | CO POI Po2 POS POs POS POG PO7 PO8 Note: Enter 1, 2 or 3 in the cell if the respective CO is related to the respective PO. Here, 3 denotes high strength of correlation between CO and PO, 2 denotes medium strength of correl: jon between CO and PO and | denotes weak strength of correlation between CO and PO. 7. Course Pedagogy The course wil Il be covered by classroom lectures augmented by, activities and discussions, ‘case studies and group work, and assignments. 8. Course RequirementJTTHMREGSS Effective learning requires active participation of students in clas, it is therefore desired that every student report to the class well prepared to present and defend his/her ideas. Preparation for the class calls for pre-reading of the topics/cases to be discussed later. Further, for meaningful discussion of the cases, the students are required to come ready with their case analysis- identification and genesis of, and recommendations to resolve the problem(s). 9. Course Syllabus [Unit | Content/ Topics co Bloom’s Learning (BL) Levels Unit |_| Importance of Communication 1 1,2,3 Basie characteristics of communication and Verbal and non-verbal communication Context af human communication Selected models of communication Shannon-weaver, 'SMCR, Leary Selected health related models of communication ‘Therapeutic model, health belief model, King interaction model Role of communication in hospital care - relationship- context and transaction Communication Skills Characteristics of an effective communicator Effective Listening —Leamn to listen, listen to learn, Etcotive speaker- articalaie, unambiguous, right ‘vocabulary, integrate words, gestures and tone, know ‘your audience, sensitive to feedback, Learning to think ~6 thinking hats, thinking approaches OPV, FIP, PMI, APC, C&S, AGO Unit2 | Communication in Health Care Relationship 2 1234 Professional- Patient relationship, role uncertainty, responsibility conflict, power difference, unshared | meaning, Professional- Professional relationship, role stress, inter-professional understanding, Autonomy strugeles, Professional- Family relationship, limited contact with professionals, limited access to information, Patient- Family relationship, disruption of family member role, closed communication patterns. Unit | Intrapersonal Communication 34 1234 “Meaning and process of intrapersonal and how to improve intra-personal communication, Interpersonal Communication Functions and models of interpersonal communication> » >rv vO dvDD ‘Self-disclosure, relational pattems Communication barriers at three levels - sender, ‘message, receiver How to overcome barriers Meaning, types and purpose of non-verbal ‘communication ‘Awareness and interpretation of non-verbal ‘communication How non-verbal communication can influence messages and behaviour. ‘Approaches to improve intrapersonal and interpersonal ‘communication Unit 4 Small Group Communication Definition, types of small groups-Social groups, work ‘groups, contrived or emergent groups, ‘why people join a group. “Tubbs small group development theory Fishers small group development theory Tuchman's small group development theory Pools small group development theory ‘Nominal group technique Roles in a group- task oriented, social roles, individualistic roles Conflict groups, mediated groups, group meetings Organizational Communication Importance of organizational communication Internal communication- Theoretical perspectives ‘Communication technology, Key functions ~ Coordination, socialization, Innovation Common causes of problems in internal communics | Vertical, diagonal, and horizontal communication Key principles to effective intemal organizational communication Basic structures/policies to support effective internal communication. Supervisor and employee communication ‘Why communication in an organization isnot simple. How to manage communication and behaviour Categories of corporate communication- Job/task related, idea generation/opinion seeking, behaviour related, Informational. Carl Rogers’ barriers and gateways of communication 5,6 12,3,4,6 Unit 5 Public Speaking- Distinctive features- Speaker, purpose, message, medium, setting, listener, response, interference, consequence, guidelines for evaluating speeches, Principles of effective public speaking Effective Meetings-Types of mectings, Statutory, standing, special purpose, planning for meeting 12,346