Communication Flashcards
Communication process
sender, message - written/nonverbal/verbal - receiver, feedback. (through noise) need COMPLETE circle for communication
What does written communication lack?
nonverbal. can be misinterpreted w/ tone, sarcasm, etc - sometimes NEED in person (opportunity for questions, understanding)
Choose the best type of communication for each situation
just information? need feedback?
noise
internal/external - emotionally, what’s going on around them, etc
Why do nurses need to be great communicators?
pt needs/wants, medical staff about pt, safety, ethical, want pt to take action, being able to explain and gain respect from pt, being able to use a variable vocabulary to fit the needs of pt, pt family,
Communication strategies for leaders/managers
93% of communication is nonverbal, think through appropriate uses of organizational communication channels/effects of structure on communication. keep messages simple, clear, concise, variety of modes, minimize unnecessary info, do heads up email before face to face (chance to process)
If there is no feedback, it is just
information
Channels of communication
up, down, horizontal, diagonal, grapevine - use to communicate with different people differently
Modes of communication
written, verbal, nonverbal
,
written communication
formal/informal, emails, reports, newsletters
verbal communication
face to face, telephone, assertive vs aggressive
nonverbal communication
silence, space, environment, appearance, eye contact, gestures, facial expressions, tone of voice, personal space, eye contact, position, posture, voice, facial expression, gestures, movement, pace, reaction time, context (environment), physiological response (ex: swallowing), touch
Cautions with written communication
consider audience - small to large. no sensitive info that could be sent to wrong person.
Components of email
header (subject line), opening, context and task/purpose, summary - details/plan, closing/attachments. concise/simple language, review
Considerations for verbal communication
audience - one, few, audience. consider eye contact/space culturally.
When to use verbal communication
give info rapidly, emphasize importance, sensitive information, educate, build consensus/relationships, team building
RBAV
Repeat back and verify a verbal order
Biggest problem with communication
thinking it has taken place
effective communication
message easily understood/accepted. if poor = errors. effective interpersonal relationships = part of competent leader
how do you ensure communication?
read back and verify
Assertive communication (powerful communication)
telling people your needs clearly and directly, starts w/ I vs you (which is aggressive), not afraid/shy. eye contact, body posture, voice tone, inflection, timing, listening, not being afraid to tell people what you want,
What does assertive communication do?
increase job satisfaction - respect gained, problems solved, feel good about self, anger dealt w/ appropriately, feelings expressed. advocate for self
What is assertiveness?
expressing your ideas without feeling guilty or intimidated, a form of effective communication, conveying feelings of being self-confident, advocating for yourself, allowing yourself to grow or build your skills, helps you to listen to other people’s ideas, stand tall, speak clearly, feel respected, you don’t always get what you want but you did get to say your piece/ opinion, and when giving an assertive response it starts with I.
When asked for suggestions, don’t be afraid to give
opinion
