Communication

Question 1

Closed loop communictaion

Answer 1

Information conveyed by the sender is understood by the receiver as intended
Sender initiates: receiver accepts message, provides feedback confirmation; sender verifies message was received

Question 2

6 C’s of communication

Answer 2

Complete, clear, correct, concise, considerate, courteous

Question 3

SBAR

Answer 3

Situation; background; assessment; request for action or recommendation
I-SBAR = identify

Question 4

Communication can be:

Answer 4

Verbal: face to face or ear-to-ear
Written: to summarize action steps, provide consistent message
Email: 1-way communication. NOT to be used to resolve conflict
Scripting: provide approaches for handling difficult conversation to ensure consistency

Question 5

DESC Feedback method

Answer 5

Describe; express impact of behavior; specify expected behavior; consequences of expected behavior

Question 6

Responses to feedback SARA

Answer 6

Surprise (Self-protection, pause)
Anger (pause, do not respond with anger
Rationalize (make reasonable excuses for self, do not respond
Acceptance (process the feedback objectively, then respond

Question 7

TeamSTEPPS:

Answer 7

AHRQ program for creating and sustaining a culture of high quality and safety

Question 8

Principles of managing conflict

Answer 8

Set the stage for crucial conversation
Create a safe environment
Avoid assumptions
Seek to learn
Actively listen

Question 9

Styles of Conflict Resolution

Answer 9

Avoidance: issues avoided, not addressed, not resolved
Competition: lack of compromise, win-lose
Accommodation: focuses on preserving the relationship, to resolving the conflict, win-lose
/compromise: each party gives up something, lose-lose
Collaboration: active engagement, mutual agreed upon solution, win-win

Question 10

Components of “I” message

Answer 10

1. State the effect of the behavior on the sender
2. Objectively state the description of the listener’s behavior
3. State the effect of the behavior on the sender
   “I felt. (1). When you. (2). Because. (3).”
4. Tell what you would like to happen instead.

Question 11

Consulting process

Answer 11

Entry and contracting: define the problem, identify what to study, define boundaries, timelines, metrics roles, motivations, concerns
Data collection and diagnosis: political climate, resistance
Feedback: funneling data, feedback loop; identifying and working with resistance, presenting personal and organizational data
Decision and implementation: running group meetings, focusing on here and now choices, not taking it personally
Extension, recycle or terminate

Question 12

Coaching characteristics

Answer 12

Focus on self discovery, Coach’s role is to ask not tell

Question 13

Conflict resolution style: avoidance

Answer 13

Issues avoided, not addressed, not resolved

Question 14

Conflict resolution style: competition

Answer 14

Lack of compromise, win lose

Question 15

Conflict resolution style: accommodation

Answer 15

Focuses on preserving the relationship, not resolving the conflict, win lose

Question 16

Conflict resolution style: compromise

Answer 16

Each party gives up something, lose lose

Question 17

Conflict resolution style: collaboration

Answer 17

Active engagement, mutually agreed-upon solution, win-win

Question 18

SMART Goal

Answer 18

Specific, measurable, achievable, realistic, and timely