4/7/2015
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
www.compliancevelocity.com
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
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4/7/2015
IT ALL
STARTS
FROM
THE
TOP
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
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4/7/2015
Those who care about Compliance care about:
THE 3Ps
Perception
PERCEPTION
P1
PROTECTION
P2
PERFECTION
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.
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4/7/2015
Those who care about Compliance care about:
THE 3Ps
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
Those who care about Compliance care about:
THE 3Ps
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
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4/7/2015
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.
Position yourself and your department
to gain support for success
BELIEVE
-2-
-1-
-3Do not apologize! Your role is crucial for the success of the organization!
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4/7/2015
Motivate and Inspire
FOR THE
SAKE OF
COMPLIANCE
THE
MEDIUM
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!
Rich e‐mails
Brochures
Posters
Websites
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4/7/2015
Do you embody what you
expect of others?
You
should first
look at yourself
and then look
at 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
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4/7/2015
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
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!
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4/7/2015
WHO WAS
YOUR
BEST
TEACHER?
You can
count those
teachers
on one hand.
You never
forgot them
or what they
stood for.
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4/7/2015
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
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i.e. SUNSHINE ACT
4/7/2015
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.
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
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4/7/2015
BEING CONCISE MEANS:
Don’t be redundant Target your market Focus on the training goals TARGET YOUR
MARKET
Doctors
Nurses
?
Administrative
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4/7/2015
BEING CAPTIVATING MEANS:
Be creative
Use humor
Don’t use fear tactics
Don’t preach DARE TO
CREATIVE
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4/7/2015
SPEAK UP
CAMPAIGN
MUSIC VIDEO
WAVE THE FLAG
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4/7/2015
Th•nk
CREATIVELY
TRAINING
EXAMPLE
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IN SUM
4/7/2015
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.
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