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NURS 4520: IPC > Class 3 > Flashcards

Class 3 Flashcards

1
Q

according to Aaron, team charters are documents which typically address a… (3)

A
  • team’s purpose/mission statements
  • behavioral norms and performance (expectations r/t shared responsibilities)
  • mngmt processes (mechanisms to address effort imbalances in teams/conflict)
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2
Q

according to Aaron, events which occur early in team development are… (2)

A
  • critically important
  • have lasting effects
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3
Q

according to Aaron, what is critical to minimizing conflict and dysfunction in teams?

A
  • communication
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4
Q

according to Aaron, team charters may prevent (3)

A
  • social loafing
  • personality conflicts
  • scheduling conflicts
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5
Q

according to Aaron, what are the benefits of team charters (4)

A
  • set a foundation for healthy team functioning
  • speed a team’s development
  • improve performance
  • bring disagreements regarding expectations and goals to the surface
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6
Q

according to Aaron, what is a critical function of team charters

A
  • eliciting member input r/t their expectations regarding communication methods
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7
Q

what key concepts are found in Drinka? (4)

A
  • definition of communication
  • multivocality
  • what influences communication challenges
  • impact of poor communication
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8
Q

according to Drinka, poor communication among HCP is the leading root cause of…

A
  • adverse clinical incidents in hospital
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9
Q

Drinka defines communication as…

A
  • the exchange of thoughts, messages, or information, as by speech, signals, writing, or behavior
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10
Q

according to Drinka, communication challenges are influenced by… (4)

A
  • a person’s relationship to oneself
  • relationship the pt
  • relationship to the healthcare team
  • timing of communication
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11
Q

Drinka describes multivocality as…

A
  • each healthcare discipline focuses on different aspects of the pt’s health history/presenting concern
  • each will tell the pt narrative differently and each narrative builds on the others to create a complete picture of the pt’s needs
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12
Q

according to Drinka, how does a person’s relationship to oneself impact communication?

A
  • education and socialization contributing to the development of one’s own professional identity, values, and voice –> then contributes to our communication style
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13
Q

according to Drinka, how does a person’s relationship to the pt oneself impact communication?

A
  • discipline specific approach to communication
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14
Q

according to Drinka, how does a person’s relationship to the healthcare team impact communication?

A
  • challenges of contributing one’s own voice to the emerging dialogue of the team as a whole
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15
Q

according to Drinka, understanding communication among members of an IPC team involves examining different dimensions of the use of words and stories by team
members, such as… (4)

A
  • narratives = multivocality
  • words & their meanings
  • business jargon
  • unspoken influences on team communication
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16
Q

according to Drinka, what is required to construct a holistic picture of the pt r/t multivocality (3)

A
  • reinterpretation
  • reconfiguration
  • & reintegration

of different provider narratives

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17
Q

describe how words & their meanings can contribute to challenges of contributing one’s own voices to the team dialogue? (2)

A
  • medical jargon which is unique to each discipline –> may not understand a term = question it
  • avoid acronyms = might excluse other professionals who dont understand it
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18
Q

describe how business jargon can contribute to challenges of contributing one’s own voices to the team dialogue?

A
  • business terms centered around quality improvement terminology which HCP often adopt
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19
Q

describe how unspoken influences on team communication can contribute to challenges of contributing one’s own voices to the team dialogue? (4)

A
  • previous history w teamwork influencing how a person communicates in team settings (previous negative and positive experiences)
  • metaphores for teams such as referring to sport or music (orchestra)
  • myths unmask the world view of the team member or team as a whole
  • mental image of the team
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20
Q

what is one of the most difficult things to learn w IP communication

A
  • when or when not to communicate with another provider
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21
Q

describe how timing of communication impact communication?

A
  • can cause IPC conflicts

ex. nurse who calls the physician too often w irrelevant info

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22
Q

what key concepts are found in Lake’s articles? (3)

A
  • definition of communication
  • communication tools
  • what is included in communication
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23
Q

how does Lake define communication

A
  • the act of exchanging info thru a shared system of signs, words, gestures, and other behaviors
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24
Q

according to Lake, communication includes… (5)

A
  • face to face communication
  • non-verbal communication
  • asynchronous communication
  • informal communication
  • active listening
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25
Q

according to Lake, what are examples of communication tools (4)

A
  • CORBS
  • SBAR
  • SCRIPT
  • close loop communication
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26
Q

according to Lake, communication in _____ is more complex than communication between ____. why?

A
  • in small groups is more complex than between dyads (two people)
  • each person assigns their own meaning to what someone says = more people = more meanings = more misunderstanding
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27
Q

according to Lake, what are barriers to communication clarification (2)? what are examples of this?

A
  • internal ex. lack of confidence
  • external ex. lack of time
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28
Q

according to Lake, face-to-face communication involves the following elements… (2)

A
  • non-verbal communication
  • spoken language
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29
Q

according to Lake, non-verbal communication varies by…. (4)

A
  • social group
  • ethnicity
  • gender
  • socioeconomic factors
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30
Q

according to Lake, nonverbal communication can either ____ or _____ verbal messages

A
  • clarify
  • or complicate
    ex. sarcastic nonverbal communication complicates an otherwise straightforward comment
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31
Q

according to Lake, what is included in nonverbal communication (4)

A
  • interaction w physical enviro (ex. how people seat themselves at a table)
  • vocal cues
  • physical cues
  • paralinguistic cues (ex. hesitations, sighs, pauses)
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32
Q

according to Lake, spoken language includes… (2)

A
  • denotations (dictionary definitions of words)
  • connotations (secondary associations associated w words, may carry emotional signif, the implied or indirect meaning)
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33
Q

according to Lake, when are misunderstandings with spoken language more likely to occur (3)

A
  • when speech is unintelligable
  • when context is unclear
  • different dialects
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34
Q

according to Lake, when safety is important, how should messages be communicated? (2)

A
  • in writing
  • or by using closed-loop communication
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35
Q

according to Lake, what can alienate newcomers with spoken language?

A
  • jargon = can cause confusion = use sparingly
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36
Q

according to Lake, what is the difference between facts and inferences

A
  • facts = verifiable observations
  • inferences = have varying degrees of reliability
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37
Q

according to Lake, what is imp to note w spoken language r/t facts vs inferential

A
  • tone may lead someone to think an inference is a fact
  • if making an inference, you should say “I believe…” or “it seems like…”
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38
Q

according to Lake, overgeneralization contributes to…

A
  • stereotypes
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39
Q

according to Lake, what is polarization

A
  • polar terms which diminish complexity of situation
    i.e something is either good or bad
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40
Q

according to Lake, active listening requires the listener to.. (7)

A
  • reconcile verbal info w nonverbal signs
  • reflect feelings
  • ask questions for clarification
  • paraphrase the speaker’s message
  • use non-verbal behaviors to illustrate that they are listening
  • reduce environmental distractions
  • notice when they are zoning out & take steps to recenter themselves into the convo
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41
Q

according to Lake, what is asynchronous communication? this doesn’t include…

A
  • includes any form of communication with a time lag ex. emails, chart notes
  • does not include face-to-face/telephone conversations
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42
Q

according to Lake, the reading of asynch communication is limited by…

A
  • the absence of non-verbal cues
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43
Q

according to Lake, what should be done is reading a written message troubles you? (3)

A
  • try rereading from the writer’s perspective
  • consider generalizations & polarizations
  • try responding to the author via synchronous communication to better explore their tone
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44
Q

according to Lake, what is the difference between reading asynch communication via formal communication methods (ex. letters) vs informal communications (ex. texts)

A
  • formal methods often come w an introduction tone (ex. “we regret to inform” or “I am pleased to announce”)
  • informal methods may not include tone indication & can be misinterpreted
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45
Q

according to Lake, what are the advantages of asynch communication via writing?

A
  • increased accuracy & clarity
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46
Q

according to Lake, what are the disadvantages of asynch communication via writing? (3)

A
  • easier to ignore/forget
  • may be distributed beyond intended audience
  • greater ability to incriminate
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47
Q

according to Lake, asynch communication via writing encompasses….

A
  • traditional forms of healthcare documentation (ex. paper charts, letters)
  • non-traditional (e-charts, texts)
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48
Q

according to Lake, what is informal communication?

A
  • unstructured convos that occur outside of meetings/formal interactions
49
Q

according to Lake, what are the benefits of informal communication (4)

A
  • strengthens social groups
  • linked to greater productivity
  • greater engagement
  • enhanced employee satisfaction
50
Q

according to Lake, what impact does self-awareness have on communication?

A
  • HCP w high lvl of self-awareness are more open to new info
51
Q

according to Lake, how is self-awareness achieved?

A

through self-reflection on attitudes, beliefs, values, and goals

52
Q

according to Lake, what is included under attitudes and beliefs (2)

A
  • stereotypes
  • biases
53
Q

according to Lake, what is included under values and goals (4)

A
  • achievement
  • altruism
  • rationality
  • flexibility
54
Q

according to Lake, people feel more satisfied w collaborative work when their values are…

A
  • affirmed
55
Q

according to Lake, people are more likely to like people who…

A
  • mirror their values
56
Q

according to Lake, goals are usually….

A
  • situation specific
57
Q

according to Lake, in the domain of communication some topics for reflection may include the following… (5)

A
  • what message do i need or want to send?
  • is my message intended to achieve a common or personal goal?
  • how my attitudes and beliefs affect what i say and how i listen? how do others’ attitudes & beliefs affect how they perceive me and how i perceive them?
  • when conflicts have arisen, what part of the message relates to the common goal and what relates to group maintenance?
  • how will this message be received by different people? how may it threaten others? are there other solutions?
58
Q

according to Lake, what are diff types of communication tools? (5)

A
  • structured reflection
  • SCRIPT
  • SBAR
  • CORBS
  • closed loop communication
59
Q

according to Lake, how can structures reflection be done? (3)

A

by:
- structured classrooom exercises
- self-study
- peer support groups

60
Q

according to Lake, what are the benefits of structured reflections

A
  • help us untangle the meaning, attitudes, beliefs, goals, and values behind interactions
61
Q

according to Lake, what does SCRIPT stand for

A

Structuring Communication Relationships for Interprofessional Teamwork

62
Q

according to Lake, what is SCRIPT

A
  • program encouraging reciprocal communication patterns among HCP
63
Q

according to Lake, what are the benefits of SCRIPT (4)

A
  • reduces anonymity
  • clarifies roles
  • identifies problems and goals
  • engages people in collaboration
64
Q

according to Lake, describe how a SCRIPT interaction should go?? (4)

A
  • name: introduce by name and title
  • role: state professional role & describe it in relation to the pt under discussion
  • issue: share ur profession specific problem or plan for the pt
  • feedback: elicit interaction specific feedback by asking questions such as “ do you have any concerns” or “is there something else i should consider”
65
Q

according to Lake, implementing SCRIPT may be challenged by… (3)

A
  • power differentials
  • disciplinary resistance
  • fast paced enviro
66
Q

why use SBAR? (4)

A
  • reduce the barrier of effective communication across different disciplines and lvls of staff
  • creates shared mental model around all pt handoffs and situations requiring escalation or critical exchange of info
  • memory prompt: easy to remember and encourage prior prep for communication
  • reduced the incidence of missed communication
67
Q

according to Lake, what is included under Situation of SBAR (5)

A
  • situation
  • name
  • position
  • topic
  • time needed to discuss
68
Q

according to Lake, what is included under Background of SBAR (5)

A
  • pt name
  • diagnosis
  • admin date
  • treatment plan
  • planned procedures
69
Q

according to Lake, what is included under Assessment of SBAR

A
  • key changes
70
Q

according to Lake, what does CORBS stand for

A

Clear
Owned
Regular
Balanced
Specific

71
Q

according to Lake, CORBS is a guideline for…

A
  • giving effective feedback
72
Q

according to Lake, what is included under Clear of CORBS

A
  • give clear & concise info to reduce anxiety and be understood
  • be clear about what feedback you want to give to reduce anxiety in receiver
    ex. id like to provide you w some feedback on your assessment of Mr.B
73
Q

according to Lake, what is included under Owned of CORBS

A
  • feedback is your own perceptions and not an “ultimate truth” = says as much about you as it does the receiver
    ex. say “I felt” not “you are”, “I’m unsettled by your direct manner” rather than “You’re pushy”
74
Q

according to Lake, what is included under Regular of CORBS (2)

A
  • offer regular feedback (as close to the event as possible) = better than grievances that are saved up to be delivered as one large package
  • offer feedback soon to allow time for the person to do something about it
75
Q

according to Lake, what is included under Regular of CORBS

A
  • offer regular feedback (as close to the event as possible)
76
Q

according to Lake, what is included under Balanced of CORBS

A
  • balance negative and positive feedback
  • does not mean that each piece of feedback must be always accompanied by something positive, but over time there should be a balance
77
Q

according to Lake, what is included under Specific of CORBS

A
  • comment on observable behaviors and behavior that can be modified
78
Q

according to Lake, closing a communication loop requires… (3)

A
  • receiver to make eye contact (if possible)
  • repeat the message back to the sender
  • sender confirms that message was received properly or corrects the error
79
Q

according to Lake, closed loop communication is useful in which situations?

A
  • situations where miscommunication = danger (ex. verbal med orders)
80
Q

according to Lake, closed loop communication is useful in which situations?

A
  • situations where miscommunication = danger (ex. verbal med orders)
81
Q

according to Lake, what is the benefit of closed loop communication

A
  • ensures a message was interpreted correctly
82
Q

according to WRHA, IPC includes communication/collaboration between…

A
  • HCP, students, pts, families, and communication
83
Q

according to WRHA, what is essential for IPC?

A
  • an enviro of mutual respect
84
Q

according to WRHA, IPC is facilitated by… (4)

A
  • active listening, attention to non-verbal communication
  • coming to a common understanding regarding care decisions
  • effectively using info & communication tech
  • considering whether negotiation, consultation, interaction, discussion, or debate is best
85
Q

most programs teach what type of communication?

A
  • dyadic communication w pts (one-to-one)
86
Q

what 4 meanings are present in dyadic communication?

A
  • A’s intended meaning
  • B’s understanding of what A says
  • B’s intended meaning
  • A’s understanding of what B says
87
Q

what are the main characteristics of effective interprofessional communication in small group (4)

A
  • mutual respect
  • active listening
  • get to the point
  • non-verbal communication
88
Q

how many potential meanings are there in communication in small groups (ex. 4 people)

A
  • 24 potential meanings
  • those not directly involved in the convo also construct meaning ex. C&D looking at A&B convering = 24 additional meanings for a total of 48
89
Q

what are examples of synchronous communication (4)

A
  • face
  • telephone
  • zoom
  • vocera
90
Q

with synchronous communication, you have to pay attention to…

A
  • all aspects of the process
91
Q

what are examples of informal communication (3)

A
  • unstructured convos in hallways
  • coffee breaks
  • over lunch
92
Q

what are the benefits of informal comvo

A
  • helps build work relationships and social networks
  • can be beneficial to include informal communication at the beginning of each meeting
93
Q

what are examples of asynch communication

A
  • writing
  • reading
94
Q

what are some cons to reading asynch communication (3)

A
  • sometimes leads to making inferences about the meaning
  • reading accuracy r/t handwriting lighting
  • tone does not always come across
95
Q

what is included in active listening (10)

A
  • reconcile verbal info w nonverbal signals
  • reflect feelings
  • ask questions for clarification
  • paraphrase the speaker’s message
  • the listener must become a collaborator in the communication process
  • open posture
  • sitting down
  • lean forward
  • face the speaker
  • make eye contact
96
Q

what may be used in verbal communication (5)

A
  • face/inference confusions
  • overgeneralization (all, ever, never, always, every, etc.)
  • polarization
  • avoid acronyms
  • avoid jargon
97
Q

the use of polarization promotes…

A
  • thinking in terms of dichotomies or false choices
98
Q

self awareness facilitates…

A
  • good communication when speakers and listeners have insight into their own attitudes, beliefs, values, and goals
99
Q

what acronym represents how to display active listening

A

LAFF dont CRY

100
Q

what is included in the “LAFF” portion of “LAFF dont CRY”

A

Listen, empathize, communicate respect
Ask questions and permission to take notes
Focus on the issues
Find the first step

101
Q

what is included in the “CRY” aspect of “LAFF dont CRY”

A

dont…
Criticize or blame people who aren’t present
React hastily and promise something
Yak on about personal experiences and shift attention away from the problem

102
Q

interprofessional communication occurs when…

A
  • HCP/students communicate with each other, pts, and their families, and with the community as a whole, in an open, collaborative, and responsible manner
103
Q

what is essential for IP communication? why?

A
  • an enviro of mutual respect
  • respect helps facilitate a positive enviro in which to set shared goals, create collaborative plans, make decisions, and share responsibilities
104
Q

how can we incorporate the perspectives of marginalized and underserved populations into our team’s communication?

A
  • working w and listening to pts
105
Q

each member of the IP team facilitates good IP communication by… (4)

A
  • transparent, honest interactions w active listening
  • coming to a common understanding regarding care decisions
  • effective use of info and communication technology
  • consider whether negotiation, consultation, interaction, discussion, or debate is best
106
Q

what is the reason for a consult? referall?

A
  • consult = ask for advise to help within your scope
  • referall is beyond my scope
107
Q

what are 3 distinct dimensions to be aware of when communicating in healthcare

A
  • relationship to oneself (own professional identity, values, beliefs)
  • relationship to pt (patterns of communication, boundaries, conflict of interest)
  • relationship to IP team (challenge of contributing own views, voice, perspectives, expressing concerns)
108
Q

describe: interprofessional narrative community of practice

A
  • where pt’s story is co-authored thru the lens of each profession’s education, background, and socialization
  • in this way, each profession’s own sense of identity and uniqueness is sharpened and the team together creates a complete pic of the pt
109
Q

what are benefits of effective communication (8)

A
  • pt may disclose more info
  • enhances pt satisfaction
  • build rapport
  • pt more involved in decision making
  • leads to more accurate diagnosis
  • leads to more realistic expectations
  • better pt adherence to treatment
  • pt more open to seeking further care
110
Q

what are characteristics of the communication strategy “critical language”

A
  • strategy to get attention from other team members & flag concern
  • ensures critical info is communicated each time a pt is discussed (ex. using ISBAR)
111
Q

what are characteristics of the communication strategy “critical language”

A
  • strategy to get attention from other team members or flag concern
  • ensures critical info is communicated each time a pt is discussed ex. SBAR
112
Q

what are characteristics of the communication strategy “common language”

A
  • agree upon method of communicating critical issues or concerns
113
Q

what are characteristics of the communication strategy “call outs”

A
  • use in OR to confirm actions/status
114
Q

what are characteristics of the communication strategy “briefings”

A
  • ensures that providers have a shared mentasl model ex. ISBAR
  • helps build relationships in the team
115
Q

what are characteristics of the communication strategy “debriefings/huddles”

A
  • used to identify what happened in a particular situation
  • what could have been done better, feelings of team members
116
Q

what are characteristics of the communication strategy “assertive language” (3)

A
  • persistent, polite, timely, clear, and solution focused
  • “two challenge rule”, state concern twice,
  • use “CUS”
117
Q

describe the use of “CUS” for assertive language communication tool

A

Concerned Uncomfortable Safety issue
- the way to get attention by using more assertive language w each restate of your concern

ex. first say “I’m concerned bc…” if no response then, “I’m uncomfortable bc…” if no response again, then “this is unsafe bc…”

118
Q

what are the benefits of closed loop communication (3)

A
  • reduce error rates by removing ambiguity from instructions
  • allows questions if instruction not heard clearly
  • allows others in close proximity to be aware of proposed course of action

NURS 4520: IPC (5 decks)

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