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Module 7 > Communication Conflict Civility Change > Flashcards

Communication Conflict Civility Change Flashcards

1
Q

Problems that arise in communication

A

Ineffective and unaware of bias

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2
Q

Problems that arise with incivility

A

Behaviors consistent with bullying and lateral/vertical violence exist “nurses eat their young”

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3
Q

Problems that arise with conflict

A

Lack of training/practice , lack of motivation , uncomfortable with resolving those issues

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4
Q

Problems that arise with change

A

Constant, rapid , unready , chaos

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5
Q

What our nurses required to abide by that helps guide our practice and is the back drop of our decision that the ANA has released?

A

Create an ethical environment and culture of civility and kindness , treating colleagues , coworkers, employees , students and others with dignity and respect.

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6
Q

H

A
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7
Q

3 main types of communication

A

Verbal
Paraverbal
Non verbal

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8
Q

Verbal communication

A

What is said .. use encouraging words , using i rather than you , ask to clarify , repeat what is being said , avoid interrupting ..

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9
Q

What blocks verbal communication

A

Accusatory , sarcasm, blaming, state opinion as facts, pointing fingers , shaking heads, changing the subject, walking away

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10
Q

Paraverbal communication

A

The tone, pitch , volume and dictation of what you are saying..
How you are saying things is more important than what you are saying.

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11
Q

How can we display caring through Paraverbal communication

A

A way to build up silence, slowing down speech , talking in a softer tone, use silence as a way of reflection

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12
Q

How can communication be blocked with Paraverbal communication

A

Yelling
Name calling
Rapid talking
Threatening
The way in the volume you say it
Sarcasm

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13
Q

Assertive communication

A

Respecting both self and others
Honest direct and accurately expresses the persons feelings, beliefs, ideas and opinions
Negotiation
What we use when we want to dissolve the conflict
Recognizes

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14
Q

Passive

A

Disrespecting self and giving others the decision

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15
Q

Aggressive

A

Disrespecting others
When things come out it sounds hateful and disrespectful

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16
Q

3 predominant styles of communication

A

Passive
Assertive
Aggressive

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17
Q

“SURETY” active communication ( therapeutic )

A

S- sit facing the pt
U- uncross arms and legs
R - relaxed
E- maintain eye contact
T- touch
Y - using your intuition ( pause for times you need to clarify or didnt hear something , pause for them to have emotion)

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18
Q

What is surety used for

A

Ideas for us to be more present in the conversation

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19
Q

Therapeutic communication is NOT

A

Giving premature advice
Minimize feelings
Falsely reassuring
Making value judgements
Asking “why” questions
Asking excessive questions
Giving approval
Disapproving
Changing the subject

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20
Q

Strategy for difficult conversations “stop”

A

S- state the situation /problem
T-tell the person what you want
O- offer an opportunity to respond
P-provide closure

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21
Q

Communication strategies

A

SBAR
Call out
Check back
Handoff

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22
Q

3 types of conflict

A

Intrapersonal
Interpersonal
Organizational

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23
Q

Intrapersonal

A

Within a person
Nurse feels overwhelmed and overworked and turned inwardly and say why is no one helping me?

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24
Q

Interpersonal

A

Between others

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25
Organizational conflict
A person and the organizations policies and procedures
26
Presenteeism
Coming to work despite illness, injury , anxiety , etc , often resulting in reduced productivity Don’t want to miss out
27
Absenteeism
Calling in to avoid conflict or people
28
Litigation
Spreading rumors leading to defamation
29
Accommodating
Once party seeks to pacify an opponent - that party is willling to be self sacrificing , they obey and serve other but feel resentment “get nothing in return”
30
Avoiding
The party is aware of the conflict but wants to withdraw from it. They are unassertive and uncooperative , postpone dealing with the issue
31
Collaborating
Setting aside original goals to work toward a common goal
32
Competing
Pursuing a desired solution at the expense of others . Stand up for rights and defend important principles
33
Compromising
Each person gives something up The solution provides incomplete satisfaction of both parties. Assertive and cooperative. Work creatively and openly to find the solution that most fully satisfies all important goals and concerns to be achieved
34
Conflict management
Accommodating Avoiding Collaberating Competing Compromising
35
Results of unresolved conflicts
Resentment Back biting Bullying Dysfunctional behaviors ( avoiding, cut words, silent treatment) All of these lead to distrust and turn over
36
Negotiation
Where two or more people come to an agreement
37
Conciliation
A 3rd person attempts to diffuse to negative emotions that are often involved in the conflict
38
Mediation or arbitration
When the sides are unable to reach a resolution
39
Why is it important to recognize conflict early ?
So it doesn’t keep building up
40
What must you be in order to solve conflict
Proactive and assertive
41
“DESC” conflict management for all types of conflict and for greater conflict with hostile , harassing behaviors, and the pt care can be set free.. Helps interpersonal conflict*
D- describe the specific situation E- express your concerns about the action S- suggest other alternatives C- consequences As we use this be aware of how we say things and our body language so people feel seen and heard
42
Civility
Good manners and being polite Respecting others Recognize that all human beings are important Protecting others from discrimination
43
In civility
Lack of civility Any type of speech or behavior that disrupts the harmony of the home, work , or educational environment “Nurses eat their young” “Aggressive communication”
44
Bullying
Repeated , unwanted , harmful actions intended to humiliate , offend and cause distress such as hostile remarks , verbal attacks , threats, intimidation and withholding support
45
Team steps framework
Performance Knowledge Attitudes
46
Situation awareness includes knowing
Pt status Status of team members Enviromental conditions Current progress toward goal Know how to read the room
47
The change theory
Driving force Restraining force Equilibrium
48
Driving force
Are those that push in a direction that causes change to occur .. they facilitate change because they push the pt in a desired direction. They cause a shift in the equilibrium towards change
49
Restraining force
Are those forces that counter the driving forces they hinder change becuase they push the pt in the opposite direction .. they cause a shift in the equilibrium that opposes change
50
Equilibrium
Is the state of being where driving forces equal restraining forces and no change occurs .. it can be raised or lowered by changes that occur between the driving and restraining forces
51
Who develops the change theory
Kurt Lewin
52
Lewins theory involves what 3 elements
Unfreezing Moving (change) Refreezing
53
Unfreezing
Makes it possible for ppl to let go of old patterns where we can move them forward 1)We can increase driving force 2) decrease restraining force that negatively affect the change movement 3) a combo of the first two methods
54
Change
Involves a process of change in thoughts, feelings, behaviors or all three that is more liberating or more procedure
55
Refreezing
Establishing change as a new habit so it becomes “standard” without this final stage it can be easy for person /organziation go back to old habits
56
#1 reason that causes preventable medical errors that can be deadly
Poor communication
57
Healthcare workers must
Acquire the skill to speak up and discuss things that can be risky and emotional It will help create a safer environment and help our relationships with one another
58
What is important to keep in mind when talking to others
Most of the time people aren’t going to remember what you say
59
What does conflict have an impact on
Job satisfaction , individuals, collaborative efforts & organizational costs and most importantly - NEGATIVE impact on patients
60
How can personality differences cause conflict
In a high stressful environment personalities can be heightened
61
Cost of mismanaged conflict
Presenteeism Absenteeism Turnover Litigation
62
Conflict resolution techniques
Negotiation Conciliation Mediation or arbitration
63
Horizontal violence
Also known as lateral violence or peer abuse Abuse that is among the same level and it can easily turn into vertical violence if one person that is the bully gets promoted
64
What can resistance to change be caused by?
Can be resistant due to no buy in or anxious for new or have emotional response(fear, sadness, anger)

Module 7 (24 decks)

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