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RCM Exchange

Communication Tips

Communication is the engine that turns the wheels of the RCM program. The RCM’s observations, measurements and data, insights, and achievements must be shared with the organization. Without good communication, the program will not be effective. Ask questions and brainstorm with facility staff to find creative and practical solutions to complex problems.

A lot of your time will be spent investigating problems, discussing strategies, devising solutions, offering praise and encouragement, and sharing results. These tasks involve frequent interaction with individuals from various levels in the organization, including:

  • Top-level management
  • Building occupants
  • Operations and maintenance staff
  • Service providers

To recruit and motivate these key members of your team:

  • Tailor material to your audience and prepare for their questions
  • Focus on key points and provide a take-home message to motivate the team to implement your strategies 

Most people are eager to share what they know with others who show a genuine interest. Be prepared for your visits and meetings with the team. To save time and enhance your credibility:

  • Familiarize yourself with what they do and the technical terms and jargon they use
  • Expect to explain details beyond your presentation materials, such as the source of the data, assumptions used for projections and broad impacts of recommended actions
  • Plan your questions so you get useful answers

How you communicate is as important as what you communicate. Keep looking for better, more effective ways to deliver information and persuade your audiences to change behaviors.