Raising the Bar with SBAR: How to Communicate Effectively

One of the most intimidating parts of starting any new co-op is learning to communicate effectively with both your peers and your senior colleagues. Professionally and concisely explaining your views is difficult, and the potential for misunderstanding is high. In life or death situations that require a quick, informed response, improper communication can lead to unintended negative consequences. That’s why the healthcare community has almost universally adopted the SBAR procedure, which is designed to give the most relevant information as concisely as possible and take the guesswork out of decision making. Having a script to follow helps reduce the intimidation felt by more junior members of the team and helps increase confidence as well. SBAR is not just useful for healthcare workers, however. SBAR can help communication in every field, as long as you follow the steps below.

S- Situation

This is essentially the “why” of your phone call. What prompted you to pick up the phone in the first place? This is usually brief and confined to a sentence or two. The provider needs to know the main issue facing the team or the patient. The other major part of “S” is identifying yourself and your role. Don’t just launch into the problem without letting the person on the other end of the conversation know why they should be listening to you,

Real World Ex: “Hello John, this is Julia, the team leader for the testing program. We just ran the new software from your team and discovered a few bugs that need to be worked out before the launch.”

B- Background

This is where you provide the facts necessary to justify the call. It is also a way to reacquaint the provider or manager with the case. Managers and doctors work on many projects on a daily basis and may not remember every detail. Also, please be sure to have all relevant info in front of you when calling (vital signs, important dates, specific numbers or lab values, etc.). There is nothing worse than being asked a question and not having the answer. No one expects you to remember everything about a patient or product- but you must be able to look up the information quickly and accurately when required,

Real World Ex: “Jake from your team had sent us the Alpha software to test for any issues. The launch date is currently scheduled for Thursday. As we ran our basic testing we discovered that it tends to crash and is very slow with more than minimal use. Additionally, there are issues with security as we were easily able to obtain user passwords during our test.”

A- Assessment

This is where your knowledge comes into play. You know the patient or situation best and you likely have the knowledge to understand what needs to happen next. As a result, the provider or client will look to you for your assessment of the situation. You should have this analysis ready before calling the provider or manager.

Real World Ex: “I believe the software will need more time before launching due to the bugs presented.”

R- Recommendation

Based on the situation presented, what do you feel is the best course of action? Again, you should use your prior knowledge when deciding what to recommend and you should definitely know what your recommendation is before calling.

Real World Ex: “I think my team should run some additional testing before we give this to the client for approval. I’ll need at least three days to run the tests I need to feel comfortable with the software. In light of that, I believe the launch date should be postponed and the client notified so that my team can run the additional testing.”

SBAR is a tool that can be easily implemented to improve communication and ensure that team members receive the most pertinent information in a timely manner. It can be used over the phone, in an email, or in person to ensure that your views on every situation are communicated effectively. While SBAR is crucial for healthcare workers, it is relevant and needed in other areas as well. It saves time while making you seem knowledgeable and ready for any situation.

Julia Thompson is a second year Nursing major in the Bouve College of Health Sciences. She works as a nursing assistant at South Shore Hospital and is currently on her first co-op at Boston Children’s Hospital. She is the secretary of the Northeastern University Student Nurses’ Association and is also involved with Bouve Fellows. Feel free to contact her at thompson.jul@husky.neu.edu with any questions. Connect with her on LinkedIn and follow her on Twitter.

Beyond the Green Line: Silicon Valley, CA

Beyond the Green Line: Silicon Valley, CA

BEYOND THE GREEN LINE is a blog series featured on the Northeastern University Career Development Blog, ‘The Works.’ Each post highlights a major city and gives you an inside look at the local food, culture, music scene, the industries that are thriving there, and some current job openings in the area.’

You may have already read “Beyond the Green Line: San Francisco,” but we felt that the Silicon Valley deserved it’s own post entirely. The ‘Silicon Valley’ refers to the southern portion of the San Francisco Bay Area and includes San Jose and the Santa Clara Valley and was named as such because of the production of silicon semiconductors. The area is now known for its booming biotech and software industries and is often considered the heart of the technology world.

There are at least 20 Fortune 500 companies concentrated in the Silicon Valley area alone, depending on where you draw the boundaries. These include Apple, HP, Google, Facebook, Netflix, Tesla and many of the other most innovative companies you can think of. However, if you’re more interested in working for a start-up than a major corporation, lucky for you there are literally thousands of startups based in the Silicon Valley.

In 2015, Northeastern University actually opened a Silicon Valley hub, offering advanced degrees in STEM fields through partnerships with several companies. Almost 400 NEU students have worked in a co-op role over the last year alone. There are also over 5,000 Northeastern Alumni currently living in the Bay Area, so you’d be in great company there.

NU alumna Ana Gvalia loves living in the San Francisco area. She shared:

“After graduation I moved to San Francisco to work at a startup to learn more about entrepreneurship and innovation. The city is an amazing place to meet young, aspiring founders as well as seasoned, experienced business leaders. Every day I learn something new and everyday is a new adventure!”

 

Food and Drink:

  • There are 22 wineries to visit in the Santa Clara Valley
  • Try “gourmet” ramen, made popular first by Orenchi Ramen
  • Enjoy very fresh food thanks to the growing farm-to-table trend
  • Several funded startups are even developing meal replacements that are gaining popularity

Culture:

  • Visit the museums – there are several technical museums like the Computer History
  • Museum and the Tech Museum of Innovation
  • Go to the Ballet San Jose and Symphony Silicon Valley
  • Learn about traditional Japanese culture at the Japanese Obon festival
  • Stroll through the SoFA arts district

Activities:

  • Relax at a nearby beach, like Half Moon Bay
  • Root for the 49ers and the San Jose Sharks
  • Visit the Winchester Mystery House
  • Go to the San Pedro Square Market for local vendors and live music
  • Attend free lectures at Stanford
  • Visit the HP garage, the “birthplace of Silicon Valley”

Job Opportunities – log into NUcareers to apply!

Companies with Current Postings:
Airbnb: Software Engineer – Full Stack, Job ID 181535
Apple: Software Engineer – Data Scientist, Job ID 1821887
Cisco: Full Stack/Backend Engineer, Job ID 1821882
Dropbox: Product Designer, Job ID 1821705
Facebook: Data Scientist – Analytics, Job ID 1821699;
Software Engineer – Network, Job ID 1821701
Github: Git Infrastructure Engineer, Job ID 181704
Google/Alphabet: Software Engineer, Job ID 1821695;
Credit Research Analyst, Job ID 1821696
GoPro: Software Engineer – Media Discovery, Job ID 182163
Lyft: Business Intelligence Engineer, Job ID 1819885
Pandora: Software Engineer, Job ID 1821707
Plethora: Prototype Machinist & Programmer, Job ID 1821372
Quantcast: Software Engineer, Job ID 1816127
Twitter: Data Scientist – Ads Marketplace, Job ID 1821702
Visa: Business Development Analyst, Job ID 1819880

Additional Companies:
Box
Chegg
eBay
Sun Microsystems

Coming up Soon: Beyond the Green Line – Denver!
We want your feedback!
Feel free to leave us a comment if there’s anything we’ve missed or a particular city you’d like us to profile. If you’d like to have your photos considered for the next post, send over your Denver photos now!
This post was authored by Molly Osmulski, a third year Northeastern student. Molly is working toward a degree in Marketing with a minor in International Affairs. She works part time at the Northeastern Career Development office and has previously completed a co-op at Travel + Leisure Magazine in NYC and has studied abroad at the London School of Economics. When she is not studying or searching for her next co-op, she loves travelling, thrift shopping and trying new foods. You can contact her at osmulski.m@husky.neu.edu.

Sources:
http://www.forbes.com/sites/jimhandy/2012/05/30/what-is-it-like-to-live-in-silicon-valley/2/#532e6ac16e9c
http://www.businessinsider.com/tech-startups-will-never-leave-silicon-valley-heres-why-2015-12

The Slowdown: How to Maximize Your Downtime at Work

In my work as a clinical assistant, there are times during my twelve hour shift where I cannot sit down due to the amount of work to be done, bustling from patient to patient in an effort to ensure everything gets done well and in a timely manner. But when patients are discharged and the unit activity slows to a crawl, the temptation to take out my phone and browse the Internet to kill time is strong, especially when other colleagues are also taking advantage of downtime to catch up on holiday shopping. But these slow times at work provide co-op students with several unique opportunities and should not be wasted. Here are my top tips to make downtime work to your advantage!

1.       Ask Questions!

In a field like nursing, knowledge is passed down in a generational way, with older nurses often eager to tell younger nurses about their experiences. I’ve found that waiting to ask questions about particular patient diagnoses until the unit is quiet allows for the nurse to give a more in-depth answer. This signals to them that you are interested in their opinions and are receptive to teaching, which could lead to greater opportunities for learning later. For example, a patient was admitted recently with a complicated diagnosis. The unit was bustling, so instead of asking the nurse about the situation while she was busy, I waited until a slower period. She eagerly explained the disease itself and also its treatment. Then, later on, she remembered my interest and asked if I wanted to watch a procedure being done on that patient. Now, she often invites me into the room to watch her work and will explain various aspects of her care to me. I have learned so much that I never would have known if I hadn’t used my downtime to ask questions.

2.       Offer Help!

There is nothing worse than seeing a colleague who has finished his or her work for the day sitting idly at the nurses’ station as you rush by, trying to keep your head above water. If everyone else is busy and you are not, offer your help! Even simple tasks like gathering supplies for a procedure or assisting with a complicated patient can ease the workload of your coworkers- and believe me, they’ll remember it! Helping your colleagues might seem like a no-brainer, but I have seen so many students answer calls for help with “But that’s not what I do” or simply sighing theatrically before giving aid. Don’t let your coworkers get to the point where they are interrupting your Facebook session to ask for your help- just offer it, no strings attached. They’ll be grateful and remember you as a dependable, motivated colleague.

3.       Do Something Extra!

When I first started my current job, I never thought I would end up being my pediatric unit’s resident arts and crafts provider. But early in the fall, my charge nurse asked if anyone wanted to decorate the unit for back to school season. None of the nurses enjoyed decorating and dreaded the task. Since I wasn’t busy, I volunteered for the task, and now I am responsible for adding cute holiday touches to our various decorations. There are owls dressed as elves next to colorful stockings and mittens with names of all our nurses on them. I’ll admit it, I might have gone overboard with the crafting! But now everyone on my unit knows me as the “cute crafts” girl, and visitors are always commenting on the new touches that are added every few weeks. Going above and beyond will always get you noticed, not to mention help you build relationships!

4.       Research, Research, Research!

One of my necessary items at work is paper and a pen for writing down illnesses, procedures, or equipment that I’ve never encountered. Then, during slow periods, I can search each one on Google, jotting down interesting facts or why a certain procedure might be done versus another. I also subscribe to several nursing and medical newsletters, and use the time to catch up on reading them. The information you gather from researching your field will serve you well in the workplace, making you informed and a valued team member. But it will also help you in classes by reinforcing what you are learning, and even adding context to the concepts outlined in class.

Overall, your downtime is a learning experience that should be valued. It is easy to look like a team player when everything is busy, but when things are slow it becomes painfully obvious when someone isn’t contributing their fair share. Raise your own personal bar, and you’ll find that you will get much more satisfaction out of your work! 

Julia Thompson is a second year Nursing major in the Bouve College of Health Sciences. She works as a nursing assistant at South Shore Hospital and is currently on her first co-op at Boston Children’s Hospital. She is the secretary of the Northeastern University Student Nurses’ Association and is also involved with Bouve Fellows. Feel free to contact her at thompson.jul@husky.neu.edu with any questions. You can follow her on LinkedIn (www.linkedin.com/in/juliavthompson) and Twitter (https://twitter.com/juliavthompson).