Communication Conflict Civility Change Flashcards
Problems that arise in communication
Ineffective and unaware of bias
Problems that arise with incivility
Behaviors consistent with bullying and lateral/vertical violence exist “nurses eat their young”
Problems that arise with conflict
Lack of training/practice , lack of motivation , uncomfortable with resolving those issues
Problems that arise with change
Constant, rapid , unready , chaos
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?
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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3 main types of communication
Verbal
Paraverbal
Non verbal
Verbal communication
What is said .. use encouraging words , using i rather than you , ask to clarify , repeat what is being said , avoid interrupting ..
What blocks verbal communication
Accusatory , sarcasm, blaming, state opinion as facts, pointing fingers , shaking heads, changing the subject, walking away
Paraverbal communication
The tone, pitch , volume and dictation of what you are saying..
How you are saying things is more important than what you are saying.
How can we display caring through Paraverbal communication
A way to build up silence, slowing down speech , talking in a softer tone, use silence as a way of reflection
How can communication be blocked with Paraverbal communication
Yelling
Name calling
Rapid talking
Threatening
The way in the volume you say it
Sarcasm
Assertive communication
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
Passive
Disrespecting self and giving others the decision
Aggressive
Disrespecting others
When things come out it sounds hateful and disrespectful
3 predominant styles of communication
Passive
Assertive
Aggressive
“SURETY” active communication ( therapeutic )
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)
What is surety used for
Ideas for us to be more present in the conversation
Therapeutic communication is NOT
Giving premature advice
Minimize feelings
Falsely reassuring
Making value judgements
Asking “why” questions
Asking excessive questions
Giving approval
Disapproving
Changing the subject
Strategy for difficult conversations “stop”
S- state the situation /problem
T-tell the person what you want
O- offer an opportunity to respond
P-provide closure
Communication strategies
SBAR
Call out
Check back
Handoff
3 types of conflict
Intrapersonal
Interpersonal
Organizational
Intrapersonal
Within a person
Nurse feels overwhelmed and overworked and turned inwardly and say why is no one helping me?
Interpersonal
Between others
Organizational conflict
A person and the organizations policies and procedures
Presenteeism
Coming to work despite illness, injury , anxiety , etc , often resulting in reduced productivity
Don’t want to miss out
Absenteeism
Calling in to avoid conflict or people
Litigation
Spreading rumors leading to defamation
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”
Avoiding
The party is aware of the conflict but wants to withdraw from it. They are unassertive and uncooperative , postpone dealing with the issue
Collaborating
Setting aside original goals to work toward a common goal
Competing
Pursuing a desired solution at the expense of others . Stand up for rights and defend important principles
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
Conflict management
Accommodating
Avoiding
Collaberating
Competing
Compromising
Results of unresolved conflicts
Resentment
Back biting
Bullying
Dysfunctional behaviors ( avoiding, cut words, silent treatment)
All of these lead to distrust and turn over
Negotiation
Where two or more people come to an agreement
Conciliation
A 3rd person attempts to diffuse to negative emotions that are often involved in the conflict
Mediation or arbitration
When the sides are unable to reach a resolution
Why is it important to recognize conflict early ?
So it doesn’t keep building up
What must you be in order to solve conflict
Proactive and assertive
“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
Civility
Good manners and being polite
Respecting others
Recognize that all human beings are important
Protecting others from discrimination
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”
Bullying
Repeated , unwanted , harmful actions intended to humiliate , offend and cause distress such as hostile remarks , verbal attacks , threats, intimidation and withholding support
Team steps framework
Performance
Knowledge
Attitudes
Situation awareness includes knowing
Pt status
Status of team members
Enviromental conditions
Current progress toward goal
Know how to read the room
The change theory
Driving force
Restraining force
Equilibrium
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
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
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
Who develops the change theory
Kurt Lewin
Lewins theory involves what 3 elements
Unfreezing
Moving (change)
Refreezing
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
Change
Involves a process of change in thoughts, feelings, behaviors or all three that is more liberating or more procedure
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
1 reason that causes preventable medical errors that can be deadly
Poor communication
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
What is important to keep in mind when talking to others
Most of the time people aren’t going to remember what you say
What does conflict have an impact on
Job satisfaction , individuals, collaborative efforts & organizational costs and most importantly - NEGATIVE impact on patients
How can personality differences cause conflict
In a high stressful environment personalities can be heightened
Cost of mismanaged conflict
Presenteeism
Absenteeism
Turnover
Litigation
Conflict resolution techniques
Negotiation
Conciliation
Mediation or arbitration
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
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)
