IT ALL STARTS FROM THE TOP ORDEM E PROGRESSO HOW TO TALK SO THEY WILL LISTEN. Order and Progress 4/7/2015. ABOUT Miriam Grunhaus

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1 HOW TO TALK SO THEY WILL LISTEN Position yourself and your department to gain support for success. Actionable tips for improving your communication with your audience. How creativity and marketing help you empower your audience with knowledge, while fostering a culture of ethics and compliance. ABOUT Miriam Grunhaus Known for changing how compliance departments are perceived and accelerating the achievement of their specific goals. Dedicated to creating programs and communications that are effective and result-driven, her experience has helped major companies receive high praise by the OIG and independent Compliance Expert Panels. Order and Progress ORDEM E PROGRESSO IT ALL STARTS FROM THE TOP 1

2 You need the full support from the Top to accomplish your goals. WHAT DOES THIS SUPPORT LOOK LIKE? An appropriate budget so you can effectively accomplish your goals Their endorsement Board member s signatures and photos on the most important documents Their presence Representation at events in person or through video THE 3Ps Those who care about Compliance care about: Perception PERCEPTION PROTECTION PERFECTION P1 P2 P3 Those who care about Compliance care about: THE 3Ps PERCEPTION P1 Establishing the perception that ethics and compliance are important, strong values within the company, will have an impact on how everyone conducts themselves. Perceptions Determine Attitudes and attitudes determine behaviors. Perceptions are neither right or wrong they just are. 2

3 THE 3Ps Those who care about Compliance care about: PROTECTION P2 A robust compliance program will ensure more compliant behavior and reduced fines in case of CIAs. It acts as an insurance policy for business ethics. Confidence... thrives on honesty, on honor, on the sacredness of obligations, on faithful protection and on unselfish performance. Without them it cannot live. Franklin D. Roosevelt THE 3Ps Those who care about Compliance care about: PERFECTION P3 Providing the resources necessary for constant progress and improvement of the Compliance department will, in turn, help raise the bar for the company in all areas. Perfection is not attainable, but if we chase perfection we can catch excellence. Vince Lombardi PROPER SUPPORT WILL Establish the perception that ethics and compliance are important, strong values within the company. Provide the protection and insurance needed for the business to reduce risk and avoid penalties, and Provide the resources necessary for you to embed ethics and compliance within the organization. 3

4 Position yourself and your department to gain support for success BELIEVE Do not apologize! Your role is crucial for the success of the organization! Motivate and Inspire FOR THE SAKE OF COMPLIANCE Creativity and marketing can help you empower your audience with knowledge, while fostering a culture of ethics and compliance So be Creative and always consistent in tone! THE MEDIUM Rich e mails Brochures Posters Websites 4

5 You should first look at yourself and then look at others. Do you embody what you expect of others? BE A ROLE MODEL Trust is the glue of life. It's the most essential ingredient in effective communication. It's the foundational principle that holds all relationships. Stephen Covey EMPOWERING EMPLOYEES FOR DECISION MAKING Training Matters! It s clear when it comes to Sports. It s the same in business. Starbucks is not an advertiser; people think we are a great marketing company, but in fact we spend very little money on marketing and more money on training our people. Howard Schultz 5

6 EFFECTIVE TRAINING Training Quality Matters! The better the training, the more empowered the employees will be. Target the Target Teach those who need to be taught Choose Appropriate delivery method In person vs. electronically Valuing Training The more you know...the better you are! WHO WAS YOUR BEST TEACHER? You can count those teachers on one hand. You never forgot them or what they stood for. 6

7 You created a new training module, you know who you are training, now ASK YOURSELF Is it Clear? Is it Concise? Is it Captivating? BEING CLEAR MEANS: Clarify the spirit of the law Use real life scenarios Explain, explain, explain in clear language Ban Legalese i.e. SUNSHINE ACT Spirit of the law The WHY The primary purpose of this law is to enhance patient safety by increasing transparency in potential conflicts of interest between health care providers / organizations and Pharmaceutical and Medical device companies. Scenario The HOW it Applies If a Sales rep offers you a gift, you may not accept it, as this will create a conflict of interest and is not in the best interest of the patient. 7

8 Ban legalese Legalese Know all persons by these present that I hereby give, grant, release, convey, transfer and quitclaim all my right, title, interest, benefit and use whatsoever in, or and concerning this chattel, otherwise known as an orange, or citrus aurantium, together with all the appurtenances thereto of skin, pulp, pip, rind, seeds and juice to have and to hold the said orange, for his own use and behoof, to himself and his heirs, in fee simple forever, free from all liens, encumbrances, easements, limitations, restraints or conditions whatsoever, any and all prior deeds, transfer, or other documents whatsoever, now or anywhere made to the contrary notwithstanding, with full power to bite, cut, suck or otherwise eat the said orange or to give away the same, with or without its skin, pulp, pip, rind, seeds or juice. Non-Legalese Here's an orange BEING CONCISE MEANS: Don t be redundant Target your market Focus on the training goals TARGET YOUR MARKET Doctors? Nurses Administrative 8

9 BEING CAPTIVATING MEANS: Be creative Use humor Don t use fear tactics Don t preach DARE TO CREATIVE SPEAK UP CAMPAIGN 9

10 MUSIC VIDEO WAVE THE FLAG Th nk CREATIVELY TRAINING EXAMPLE 10

11 IN SUM Represent your department with pride and conviction. Ethics and Compliance are good for business success! Proper training will empower your employees for ethical decision making. Humanize the department so employees are comfortable learning from you. Communicate with the employees in a targeted, thoughtful, and creative fashion. 11