Communication Flashcards
What does communication impact?
Patient safety
Quality Care
Employee satisfaction
Customer relations & satisfaction
How does the number of levels of communication affect the message?
The difference of levels can make it hard to get the point across.
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.
How does gender affect communication
women - relationship, collaborative
men - objective, competitive
How does power of status affect communication?
Difference levels of power can make the receiver uncomfortable about the messages.
Nurse manager talking to RN..
Upward channel of communication
subordinate to superior
up
Downward channel of communication
superior to subordinate
Horizontal channel communication
Peer to peer
- doctor to nurse is peer to peer still
Diagonal channel of communication
Different hierarchy levels and job classifications
Grapevine channel of communication
Informal channel; gossip, hazard, random, small groups
Communication modes
How many should you use?
Written
Face to face
Telephone
Nonverbal
Use at least 2; usually top two
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
Face to face instruction
Remember that you’ll be doing a l to of this and consider the different types
Telephone communication
For instance, report
Nonverbal communication
facial expressions, body posture, etc
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
Nonverbal communication: environment
The setting the conversation takes place should be appropriate for the convo
Nonverbal communication: appearance
Your stye, clothing, hair, hygiene convey a message about your professionalism
Nonverbal communication: eye contact
Can be cultural. Direct eye contact isn’t always accepted.
Understand who the predominant cultures are in your city
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
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
Nonverbal communication: Voice
Adjust tone according to your own voice
Does the emotion of your voice match the message
Communication types or styles
Passive
Aggressive
Indirectly aggressive
Assertive
Communication types: passive
Avoiding and letting others push them around
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
