Class 8 - Communication: Leadership Flashcards
What are 2 effective communication strategies for team leaders?
convey respect
clarify Communications
What are some key points about conveying respect when communication as the team leader?
Ethical responsibility to treat coworkers with respect.
Nurses need to be appreciated, recognized, & respected as professionals.
Unsupportive, uncivil workers, workplace conflicts negatively influence retention of nurses.
Communication can be more distorted rather than open when you are concerned about offending a more powerful individual.
What are some key points about clarifying communication as a team leader?
Use communication skills to improve both clarity & emotional tones of the interactions.
Communications lead to a large % of disruptive behaviours, especially telephone communication.
Message clarity is enhanced when standardized formats are used (SBAR)
What are some strategies to putdowns and destructive criticisms?
Develop a strategy to respond to unwarranted putdowns & destructive criticisms.
The intent of a putdown is to decrease your status and enhance the status of the person delivering the putdown.
Reason for the putdown may be that the speaker is feeling inadequate or threatened (often has little to do with actual behaviour of person to whom it is delivered).
Other times it may be valid, but time & place of delivery are grossly inappropriate (in client’s presence).
Automatic response is to become defensive & embarrassed – and actually start feeling inadequate – allowing the speaker to project unwarranted feelings onto the nurse.
Recognizing a putdown is first step toward dealing effectively with it.
If a comment generates defensiveness/
embarrassment, likely that comment represents more than just factual information about the performance.
What is the process for responding to putdowns?
Address the disrespectful behaviour first.
Emphasize the specifics of the putdown behaviour.
Prepare a few standard responses.
What are the steps to giving constructive criticism?
Express sympathy
Describe the behaviour
State expectations
List consequences
What are the steps when recieving criticism?
Listen & paraphrase. If unclear ask for specific examples.
Acknowledge you are taking suggestions seriously.
Give your side by stating supportive facts, without being defensive.
Develop a plan for the future.
