Communication Flashcards by Emma B

What does communication impact?

Patient safety
Quality Care
Employee satisfaction
Customer relations & satisfaction

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How does the number of levels of communication affect the message?

The difference of levels can make it hard to get the point across.

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How does the number of levels of communication affect the message?

The difference of levels can make it hard to get the point across. Larger organizations with more level scan make it harder to communicate.

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How does gender affect communication

women - relationship, collaborative

men - objective, competitive

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How does power of status affect communication?

Difference levels of power can make the receiver uncomfortable about the messages.
Nurse manager talking to RN..

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Upward channel of communication

subordinate to superior

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Downward channel of communication

superior to subordinate

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Horizontal channel communication

Peer to peer

- doctor to nurse is peer to peer still

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Diagonal channel of communication

Different hierarchy levels and job classifications

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Grapevine channel of communication

Informal channel; gossip, hazard, random, small groups

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Communication modes

How many should you use?

Written
Face to face
Telephone
Nonverbal

Use at least 2; usually top two

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Written communication instructions

Be careful we are using appropriate written words and fonts that matches the message

avoid all caps
you lose the details and context
make them to the point and condensed

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Face to face instruction

Remember that you’ll be doing a l to of this and consider the different types

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Telephone communication

For instance, report

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Nonverbal communication

facial expressions, body posture, etc

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Nonverbal communication: space

What are cultural differences?

Personal interaction?

Consider the proximity between you and the reciever

US - 6-18 inch

personal - 4 ft? 14:00

4-12 inch social

12-25 public

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Nonverbal communication: environment

The setting the conversation takes place should be appropriate for the convo

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Nonverbal communication: appearance

Your stye, clothing, hair, hygiene convey a message about your professionalism

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Nonverbal communication: eye contact

Can be cultural. Direct eye contact isn’t always accepted.

Understand who the predominant cultures are in your city

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Nonverbal communication: posture

Nonverbal communication: gestures

closed vs open
The open posture is better for dialogue
Sitting location and posture as well

Use gestures to add emphasis but don’t let them be a distraction /touch

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Nonverbal communication: facial expression and timing

Face needs to convey same message as your words

- don’t give difficult news with a smile on your face

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Nonverbal communication: Voice

Adjust tone according to your own voice

Does the emotion of your voice match the message

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Communication types or styles

Passive
Aggressive
Indirectly aggressive
Assertive

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Communication types: passive

Avoiding and letting others push them around

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Communication types: assertive

Stand up for yourself that won't violate the people's rights | - the best

Communication types: aggressive

Domination or not caring if you offend others

T/F | All behavior is assertive or passive

false

T/F Being assertive doesn't guarantee success and confidence

true

T/F Assertive and aggression are the same thing

false

Components of assertive communication

Strategy 1 - using self talk for your needs Strategy 2 - using self talk to explain why something is wrong I think, I feel, I want I feel.. because..

What passive aggressive communication

Aggressive message but in passive tone | so the words and tone don't match up

When should you be assertive?

``` Communicating expectations Saying no Accepting criticism/compliments Giving criticism/feedback Asking for help ```

How to handle attack from aggressive person

``` Reflect and recognize what is happening Repeat the assertive message Point out the assumption Restate the message by using assertive language Question ```

SBAR/ISBAR

Communication tool you should use | I - introduce yourself

T/F Communication is a one way street

false . two way.

What aspects should your message be

Clear, concise, simple

T/F It is the receiver of the message's job to give you feedback

true but false. | You also need to SEEK feedback

Tips for communicating with supervisor

``` Focus on problem Accept feedback Don't blame others Never go around supervisor first Written proposal ```

Tips for communicating with peers/nurses/provider/etc

Always equal mindset | Be respectful

Tips for communicating with PCT?

``` Get their full attention Clear, simple instructions. Ask for feedback Follow up Don't be harsh but provide direction ```

T/F | Men ask more questions than women

false. women ask more

T/F Grapevine communication never has any truth to it Management can manage and use grapevine

false. Element of truth but not the complete truth true

Upward communication needs to be ____.

Formal

KISS principle

keep it short , simple

Stages of group communication

forming storming norming performing

Stages of group communication: forming

Coming together, finding common bond, testing boundaries

Stages of group communication: storming

Controlled time where there is resistant against one another

Stages of group communication: norming

Group makes I tout of storming and gets back on task to reach goals

Stages of group communication: performing

Group can now work together and function well to perform the task and solve problems

Tips for group communication

Prepare, Listen, Stay on track Present, ask for feedback State disagreements Clarify what you need

What is conflict

Discord that is internal or external due to differences of - value, ideas, or beliefs... among people

Is conflict bad? | Refer to "conflict theory"

No it's neutral. Neither positive or negative. We need it to keep us growing but we don't want too much.

Common sources of conflict

Scarce resources Restructuring Poorly defined roles and expectations

Role conflict

When two people have same or related responsibilities with differences in opinion

Communication conflict

Failing to discuss differences with one another leading to problems with communication

Goal conflict

One person places their personal achievement and advancement over everyone else's

Personality conflict

When personalities clash in the workplace but you shouldn't allow this to affect quality of work

Ethical /value conflict

Different value systems

Intrapersonal conflict

with yourself

Interpersonal conflict

with others

Optimal conflict resolution outcome

win win scenario

Types of resolution outcomes

win win lose lose win lose

win/lose

competition assertive strategy that satisfies the asserter or standing up for your rights or one party can pursue what it wants regardless of cost to others Advocate for patient scenario

lose/lose

avoidance Both parties lose by avoiding the situation and tricking ourselves into thinking its not a problem Can sometimes be appropriate if bringing something up is not helpful at the time

lose/win

accommodation power struggle or when one person doesn't have a presence charity; allowing other party to win

modified win/lose

compromise Both parties play a part in the decision to find a mutually acceptable solution that satisfies both parties - both have to give something, splitting difference

win/win

collaboration | There is no loss but they do work together to get to their priority goal

smoothing defintion

Strategy to tone down emotions that come with conflict

Tips for dealing with conflict

Deal with the issue - not the personality | Take responsibility