Teamwork and Organizational Customer
Most organizations require that their employees possess good communication skills. Some go as far as having continuous training to improve communication skills for better organizational outcomes. In healthcare facilities, effective communication between team members aims to ensure the best possible care is given to the patients and, consequently, the best patient outcomes are achieved (Arnold & Boggs, 2019).
Identify and briefly describe two issues or concepts associated with the breakdown of teamwork in this scenario.
In this scenario, Michael has chosen to use an attack tactic to communicate his frustration with Flora. Rather than calming down and asking Flora what could have gone wrong, he attacks her without listening to her side of the story. He makes an accusation and a conclusion to justify his charge. Perhaps if he had taken time to ask Flora what transpired, then he would have come up with a different decision. Shouting at Flora only shows Michael’s need to establish dominance and that he doesn’t view Flora as a colleague but rather as someone who is below his ranks. This is a typical hierarchal type of leadership where the senior staff does not consider those in lower levels as important to the organization as they are (Green et al., 2017).
Flora, on the other hand, let her emotions take over her logical reasoning and communication. She did not show courage and brevity to cut Michael short or walk away until Michael was reasonable enough to have a mature conversation. Her silence could have spurred Michael to continue berating her. Her silence could also be interpreted as guilt, yet she wasn’t guilty of the accusation meted out to her. Flora ought to have taken one of the two actions: interject or walk away.
How would you use internal customer service skills, tools, and techniques to resolve this issue?
As a third party in this interaction, I would use five internal customer service skills. The first is to develop a positive attitude toward both Michael and Flora and not take any sides. I will be neutral in the matter and not favor Michael just because we work in the same department. The second will be to listen. I will give Michael the first opportunity to talk because he is the one with the accusations. I would then let Flora speak and tell her side of the story and negate the charge Michael makes against her. I would then talk and state the facts as I am already aware of what resulted in the poor service delivery that caused the patient to stay longer at the healthcare facility. Thus, I will help solve the problem by confirming the facts against the assumptions and accusations. Fourthly, I would be honest and tell Michael that his behavior was untoward and also tell Flora that her timidness would be her undoing when it comes to working as a team and working with patients. Lastly, I would make Michael and Flora feel valued by highlighting their importance in the group and pointing out some of the achievements they have made as individuals and from working together.
How can good and poor internal customer service affect patient experience and outcomes?
When team members are disgruntled with each other, then each will work as an individual, and there will be no cohesion regarding decision-making and service delivery. This will affect patient care because each individual will do as they please, and this can have drastic effects on the patient. A disgruntled staff will deliver disgruntled care, and patients will be dissatisfied with the service delivery. Good internal customer service will always reflect on the patient as coordinated care. When staff members are of one mind, they will care for patients using one protocol and aim for the same patient outcome goals. The staff will thus work in collaboration with the patient to achieve these goals in the shortest time possible and with the best possible outcomes (Shay & Lafata, 2015).
References
Arnold, E. C., & Boggs, K. U. (2019). Interpersonal relationships e-book: professional communication skills for nurses. Elsevier Health Sciences.
Green, B., Oeppen, R. S., Smith, D. A., & Brennan, P. A. (2017). Challenging hierarchy in healthcare teams–ways to flatten gradients to improve teamwork and patient care. British Journal of Oral and Maxillofacial Surgery, 55(5), 449-453.
Shay, L. A., & Lafata, J. E. (2015). Where is the evidence? A systematic review of shared decision making and patient outcomes. Medical Decision Making, 35(1), 114-131.
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Question 
Effective patient care, safety, and experience are dependent upon the work and effort of numerous healthcare departments and workers, including but not limited to medical practitioners, nurses, medical assistants, medical laboratory technicians, coding and billing specialists, and medical administrative assistants. Proper communication, respect, and teamwork are necessary for a clinic to operate efficiently and effectively.
Teamwork and Organizational Customer
Please read the following patient scenario:
You witnessed a coworker’s (Michael – who works in your department) interaction with another coworker, Flora, who works in a different department. Michael was very rude, disrespectful, and mad because he was arguing that Flora didn’t communicate important patient information to your department and caused a patient to have an extended wait time. Flora was obviously disturbed and hurt by this interaction, and you know it wasn’t her fault but rather Michael’s.
Please discuss the following concepts:
- Identify and briefly describe two issues or concepts associated with the breakdown of teamwork in this scenario.
- How would you use internal customer service skills, tools, and techniques to resolve this issue?
- How can good and poor internal customer service affect patient experience and outcomes?