Communication Flashcards
1
Q
Interpersonal Communication
A
Communication with others
ex: Patients, Families, Colleagues, Superiors, Subordinates
2
Q
Interpersonal Communication is necessary for ___ and ___
A
Continuity and Productivity
3
Q
Organizational Communication
A
Much more complex than interpersonal communication
Involves more: Communication channels, individuals, information, and new technology
4
Q
Communication Process
A
Occurs between a Sender and receiver with an internal and external climate
The Message is what is sent between the two and it is either written nonverbal or verbal
5
Q
Internal Climate
A
Includes values, feelings, stress level of both sender and receiver
6
Q
External Climate
A
Includes status, power, authority of sender and receiver, timing and organizational climate
7
Q
Effective communication requires the sender to do what
A
validate what receivers see and hear
8
Q
What things can affect organizational and unit communication
A
gender, power, and status differences
9
Q
In order to assess organizational communication one must look at what
A
formal or informal communication lines
who communicates with who
what is the pace of communication
10
Q
Ways to Go about Effective Organizational Communication
A
Understand structure and who is affected by decisions
Assess organizational communication
Use clear, simple, and precise communication
Seek feedback whether communication received is accurate
Use multiple modes of communication
Do not overwhelm people with unnecessary information (information overload!)
11
Q
Communication Channel
A
The direction and flow of communication and where it is going
12
Q
Upward Communication
A
Manager makes needs/wants known to a higher level
13
Q
Downward Communication
A
Manager communicates information to subordinates
14
Q
Horizontal Communication
A
manager communicates to others on the same hierarchal level
15
Q
Diagonal Communication
A
manager interacts with other managers or physicians on different hierarchal levels
16
Q
Grapevine Communication
A
Informal information that flows quickly and haphazardly among people at all levels
17
Q
Communication Modes
A
The method by which a message or communication is sent
18
Q
When to use written communication mode
A
good for when documentation is needed
19
Q
When to use face to face communication mode
A
use for both formal and informal communication
20
Q
When to use telephone communication mode
A
When rapid communication is needed
21
Q
What is important to keep in mind about non verbal communication
A
is the message you say verbally or written congruent with your non verbal body language
22
Q
What makes up the elements of personal communication
A
55% body language
38% voice and tone
7% spoken words
23
Q
Assertive Verbal Communication
A
direct, honest, does not infringe on rights
24
Q
Passive Verbal Communication
A
Person remains silent about an issue even though they have strong feelings
“Suffer in silence”
25
Aggressive Verbal Communication
Direct, threatening, condescending, infringes on rights
26
Passive Aggressive Verbal Communication
An aggressive message presented in a passive way (incongruent message)
27
SBAR
Interprofessional Communication - Standardized professional communication to provide quality patient care and reduce errors
S - Situation
B - Background
A- Assessment
R - Response
28
Important Aspects of Listening Skills
Understand own emotional intelligence - values, beliefs, past experiences, biases, limits
Balancing the needs around you - as a manager may have many who need to listen
understand conversation coming in, interpreting meaning, restate misunderstandings
Be attentive, Ask open ended questions, Ask probing questions, request clarification, paraphrase, be attuned to and reflect feelings, and summarize
29
Group Communication
Communication dynamics in a group involving forming, storming, norming, and performing (FSNP)
30
Forming
Group communication - step 1
Testing to find the boundaries of interpersonal behaviors, establish dependency relationships with leaders and other members, and determine what is acceptable behavior in the group
Testing occurs to identify tasks, appropriate rules, and methods suited to the tasks performance
31
Storming
Group communication - step 2
Resistance to group influence where members polarize into subgroups
conflict ensures and members rebel against demands imposed by the leader
resistance to task requirements and the differences surface regarding demands imposed by the task
32
Norming
Group Communication - step 3
Consensus evolves as group cohesion develops
conflict and resistance are overcome
Cooperation develops as differences are expressed and resolved
33
Performing
Group communication - step 4
interpersonal structure focuses on the task and its completion
roles become flexible and functional
energies are directed to task performance
problems are solved as the task performance improves
constructive efforts are undertaken to complete task
more group energies are available for the task
34
Communication
the exchange of thoughts, messages or information as by speech, signals, writing or behavior
can also occur on at least 2 levels - verbal and nonverbal
35
Communication begins when
the moment two or more people become aware of each others presence
36
Internal Climate
values, feelings, temperament and stress levels of the sender and receiver
37
External Climate
weather conditions, temperature, timing, organizational climate, status, power, authority - external things
38
Assessing the ___ climate is usually easier than assessing the ___ climate
external; internal
39
Effective communication requires ...
the sender to validate what receivers see and hear
40
Differences in what significantly affects the types and quality of organizational and unit level communication
gender, power and status-
41
Communication is not...
a one way channel
42
Although information and communication are different...
they are interdependent
43
Information
formal, impersonal, and unaffected by emotions values expectations and perceptions
44
Communication
involves perception and feeling
45
What type of communication is subject to error and distortion and why?
Grapevine communication
because of the speed at which it passes and because the sender has little formal accountability for the message
46
Effective leaders are congruent in their...
verbal and nonverbal communication so followers are clear about the messages they receive
47
Why is nonverbal communication considered more reliable than verbal communication
because nonverbal indicates the emotional component of the message
48
If verbal and nonverbal are incongruent, the receiver will believe which message
the nonverbal
49
What are some effective elements of nonverbal communication
Silence
Space
Congruency
Environment
Appearance
Eye Contact
Posture
Gestures
Facial expression and timing
Vocal expression
50
Proxemics
the study of how space and territory effect communication
51
How may distance versus inadequate space impact communication
distance may imply a lack of trust or warmth
inadequate space, as defined by cultural norms, may make people feel threatened or intimidated
52
Assertive communication (verbal) does what
reduces stress
improves productivity
contributes to a health workforce
53
Passive Communication
suffering in silence despite maybe feeling strongly
avoid conflict
dont use I statements like in assertive communication
bottles up feelings leading to explosion
54
Aggressive Communication
direct threatening and condescending communication
infringes on persons rights and intrudes personal space
oriented to winning at all costs or demonstrating self excellence
55
Passive Aggressive Communication
aggressive message in a passive way
limited verbal exchange by a person who feels strongly about a situation and feigns withdrawal to manipulate a situation
56
Misconceptions of Assertive Communication
That all communication is either assertive or passive
That those who communicate or behave assertively get everything they want
that it is unfeminine
that assertive and aggressive are synonymous terms
57
Assertive communication is not...
rude of insensitive behavior - it is having an informed voice that insists on being heard
58
Things the Assertive Person Can Do when Under Attack by an Aggressive Person
Reflect - their message back at them
Repeat the assertive message
Point out implicit assumptions in the aggressors message
Restate the message in assertive language (change you to I statements)
Question
59
As in nonverbal communication, the verbal communication skills of the leader manager in a multicultural workplace requires what
cultural sensitivity
60
ISBAR
SBAR with an I introduction step added on
61
ANTICipate
Method of verbal communication tool
Administrative Data
New Clinical Information
Tasks
Illness Severity
Contingency Plans
62
I-PASS
Verbal communication tool
Illness severity
Patient Summary
Action list
Situational Awareness and contingency planning
Synthesis or read back
63
___ failure is a common root cause of medical error
communication failure
64
The leader who actively listens..
gives genuine time and attention to the sender, focusing on verbal and nonverbal communication
65
GRRRR
Listening model:
Greeting stage
Respectful listening stage
Review stage
Recommend or request more information stage
Reward stage
66
What happens in the stages of GRRRR
G - Greeting - offer greeting and establish positive environment
R - Respectful listening - listen without interrupting and pause to allow others to think
R - Review - summarize message to make sure it was heard accurately
R - Recommend or request more information - seek additional information as necessary
R - Reward - recognized that a collaborative exchange has occurred by offering thanks
67
Memo
Written communication often used by managers
2 Purposes: Bring attention to problems and solve problems
68
What should a memo consist of
Header
Opening, Context, and Task
Summary and Discussion Segment
Closing segment and necessary attachments
69
Intranet / Hospital Information Systems
internal networks not normally accessible from the internet that allow workers and departments to share files, use websites, and collaborate
70
WLAN (Wireless Local Area Networking)
Spread Spectrum radiofrequency modulation tech linking two or more computers or devices without using wires
71
AMERICAN NURSES ASSOCIATION/NATIONAL COUNCIL OF STATE BOARDS OF NURSING PRINCIPLES FOR SOCIAL NETWORKING
1. Nurses must not transmit or place online individually identifiable patient information.
2. Nurses must observe ethically prescribed professional patient–nurse boundaries.
3. Nurses should understand that patients, colleagues, institutions, and employers may view postings.
4. Nurses should take advantage of privacy settings and seek to separate personal and professional information online.
5. Nurses should bring content that could harm a patient’s privacy, rights, or welfare to the attention of appropriate authorities.
6. Nurses should participate in developing institutional policies governing online conduct.
72
Even the most advanced communication tech cannot...
replace the human judgment needed by leader managers to use that tech appropriately
73
Confidentially can be breached legally only when...
one provider must share information about a patient so that another provider can assume care
74
4 Stages of Group Process
Forming
Storming
Norming
Performing
(Secret 5th: Termination or Closure - leader guides members to summarize, express feelings and come to closure)
75
11 Group Task Roles
11 tasks that each group performs - members can have more than one but all needed tasks must occur to have success
The 11 tasks for the work to be done
Initiator
Information Seeker
Information Giver
Opinion Seeker
Elaborator
Coordinator
Orienter
Evaluator
Energizer
Procedural Technician
Recorder
76
Initiator
Contributor who proposes or suggests group goals or redefines the problem; may be more than one initiator during the group’s lifetime
77
Information Seeker
Searches for a factual basis for the group’s work
78
Information Giver
Offers an opinion of what the group’s view of pertinent values should be
79
Opinion Seeker
Seeks opinions that clarify or reflect the value of other members’ suggestions
80
Elaborator
Gives examples or extends meanings of suggestions given and how they could work
81
Coordinator
Clarifies and coordinates ideas, suggestions, and activities of the group
82
Orienter
Summarizes decisions and actions; identifies and questions departures from predetermined goals
83
Evaluator
Questions group’s accomplishments and compares them with a standard
84
Energizer
Stimulates and prods the group to act and raises the level of its actions
85
Procedural Technician
Facilitates group action by arranging the environment
86
Recorder
Records the group’s activities and accomplishments
87
7 Group Building and Maintenance Roles
Roles providing for the care and maintenance of the group
Encourager
Harmonizer
compromiser
Gatekeeper
Standard Setter
Group commentator
Follower
88
Encourager
Accepts and praises all contributions, viewpoints, and ideas with warmth and solidarity
89
Harmonizer
Mediates, harmonizes, and resolves conflict
90
Compromiser
Yields his or her position in a conflict situation
91
Gatekeeper
Promotes open communication and facilitates participation by all members
92
Standard Setter
Expresses or evaluates standards to evaluate group process
93
Group Commentator
Records group’s process and provides feedback to the group
94
Follower
Accepts the group’s ideas and listens to discussion and decisions
95
8 Individual Roles for Group members
Roles that carry out ones own needs - must be managed to not disrupt productivity (management not suppression) - not every group member has a need resulting in use of every one of these
Aggressor
Blocker
Recognition Seeker
Self Confessor
Playboy
Dominator
Help Seeker
Special Interest Pleader
96
Aggressor
Expresses disapproval of others’ values or feelings through jokes, verbal attacks, or envy
97
Blocker
Persists in expressing negative points of view and resurrects dead issues
98
Recognition Seeker
Works to focus positive attention on himself or herself
99
Self Confessor
Uses the group setting as a forum for personal expression
100
PLayboy
Remains uninvolved and demonstrates cynicism, nonchalance, or horseplay
101
Dominator
Attempts to control and manipulate the group
102
Help Seeker
Uses expressions of personal insecurity, confusion, or self-deprecation to manipulate sympathy from members
103
Special Interest Pleader
Cloaks personal prejudices or biases by ostensibly speaking for others
104
Managers must be well grounded in group dynamics and group roles because
of the need to facilitate group communication and productivity within the organization
