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Professional Development Exam 1 > Communication > Flashcards

Communication Flashcards

1
Q

What does communication impact?

A

Patient safety
Quality Care
Employee satisfaction
Customer relations & satisfaction

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2
Q

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

A

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

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3
Q

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

A

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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4
Q

How does gender affect communication

A

women - relationship, collaborative

men - objective, competitive

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5
Q

How does power of status affect communication?

A

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

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6
Q

Upward channel of communication

A

subordinate to superior

up

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7
Q

Downward channel of communication

A

superior to subordinate

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8
Q

Horizontal channel communication

A

Peer to peer

- doctor to nurse is peer to peer still

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9
Q

Diagonal channel of communication

A

Different hierarchy levels and job classifications

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10
Q

Grapevine channel of communication

A

Informal channel; gossip, hazard, random, small groups

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11
Q

Communication modes

How many should you use?

A

Written
Face to face
Telephone
Nonverbal

Use at least 2; usually top two

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12
Q

Written communication instructions

A

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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13
Q

Face to face instruction

A

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

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14
Q

Telephone communication

A

For instance, report

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15
Q

Nonverbal communication

A

facial expressions, body posture, etc

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16
Q

Nonverbal communication: space

What are cultural differences?

Personal interaction?

A

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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17
Q

Nonverbal communication: environment

A

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

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18
Q

Nonverbal communication: appearance

A

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

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19
Q

Nonverbal communication: eye contact

A

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

Understand who the predominant cultures are in your city

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20
Q

Nonverbal communication: posture

Nonverbal communication: gestures

A

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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21
Q

Nonverbal communication: facial expression and timing

A

Face needs to convey same message as your words

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

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22
Q

Nonverbal communication: Voice

A

Adjust tone according to your own voice

Does the emotion of your voice match the message

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23
Q

Communication types or styles

A

Passive
Aggressive
Indirectly aggressive
Assertive

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24
Q

Communication types: passive

A

Avoiding and letting others push them around

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25
Q

Communication types: assertive

A

Stand up for yourself that won’t violate the people’s rights

- the best

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26
Q

Communication types: aggressive

A

Domination or not caring if you offend others

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27
Q

T/F

All behavior is assertive or passive

A

false

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28
Q

T/F

Being assertive doesn’t guarantee success and confidence

A

true

29
Q

T/F

Assertive and aggression are the same thing

A

false

30
Q

Components of assertive communication

A

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..

31
Q

What passive aggressive communication

A

Aggressive message but in passive tone

so the words and tone don’t match up

32
Q

When should you be assertive?

A 
Communicating expectations
Saying no 
Accepting criticism/compliments
Giving criticism/feedback
Asking for help
33
Q

How to handle attack from aggressive person

A 
Reflect and recognize what is happening
Repeat the assertive message
Point out the assumption
Restate the message by using assertive language
Question
34
Q

SBAR/ISBAR

A

Communication tool you should use

I - introduce yourself

35
Q

T/F

Communication is a one way street

A

false . two way.

36
Q

What aspects should your message be

A

Clear, concise, simple

37
Q

T/F

It is the receiver of the message’s job to give you feedback

A

true but false.

You also need to SEEK feedback

38
Q

Tips for communicating with supervisor

A 
Focus on problem
Accept feedback
Don't blame others
Never go around supervisor first 
Written proposal
39
Q

Tips for communicating with peers/nurses/provider/etc

A

Always equal mindset

Be respectful

40
Q

Tips for communicating with PCT?

A 
Get their full attention
Clear, simple instructions. 
Ask for feedback
Follow up
Don't be harsh but provide direction
41
Q

T/F

Men ask more questions than women

A

false. women ask more

42
Q

T/F

Grapevine communication never has any truth to it

Management can manage and use grapevine

A

false.
Element of truth but not the complete truth

true

43
Q

Upward communication needs to be ____.

A

Formal

44
Q

KISS principle

A

keep it short , simple

45
Q

Stages of group communication

A

forming
storming
norming
performing

46
Q

Stages of group communication: forming

A

Coming together, finding common bond, testing boundaries

47
Q

Stages of group communication: storming

A

Controlled time where there is resistant against one another

48
Q

Stages of group communication: norming

A

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

49
Q

Stages of group communication: performing

A

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

50
Q

Tips for group communication

A

Prepare, Listen, Stay on track

Present, ask for feedback

State disagreements

Clarify what you need

51
Q

What is conflict

A

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

52
Q

Is conflict bad?

Refer to “conflict theory”

A

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

53
Q

Common sources of conflict

A

Scarce resources
Restructuring
Poorly defined roles and expectations

54
Q

Role conflict

A

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

55
Q

Communication conflict

A

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

56
Q

Goal conflict

A

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

57
Q

Personality conflict

A

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

58
Q

Ethical /value conflict

A

Different value systems

59
Q

Intrapersonal conflict

A

with yourself

60
Q

Interpersonal conflict

A

with others

61
Q

Optimal conflict resolution outcome

A

win win scenario

62
Q

Types of resolution outcomes

A

win win
lose lose
win lose

63
Q

win/lose

A

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

64
Q

lose/lose

A

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

65
Q

lose/win

A

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

66
Q

modified win/lose

A

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

67
Q

win/win

A

collaboration

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

68
Q

smoothing defintion

A

Strategy to tone down emotions that come with conflict

69
Q

Tips for dealing with conflict

A

Deal with the issue - not the personality

Take responsibility

Professional Development Exam 1 (5 decks)

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