Communication & Conflict Negotiation

Question 1

Define communication

Answer 1

• Interactional process which occurs in an environment where people share meaning verbally & non-verbally

Question 2

Define conflict

Answer 2

• Mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands

Question 3

Preamble to Plack & Driscoll

Answer 3

• Assume the party you’re communicating with lacks context

Question 4

3 components of any communicated message

Answer 4

• Verbal
• Paraverbal
• Nonverbal

Question 5

Good communication should be

Answer 5

• Accurate, unambiguous
• Focused/concise
• Consistent
• Jargon free
• Non-judgemental

Question 6

Communication encompasses

Answer 6

• Content skills
• Process skills
• Perceptual skills: read b/w the lines, allow for silence, & don’t interrupt

Question 7

Describe nonverbal communication

Answer 7

• Body language and fascial expressions have a huge effect on how we are interpreted

Question 8

Interpersonal barriers to communication

Answer 8

• Environment not conductive
• Lack of trust
• Lack of self-awareness
• Lack of cultural awareness
• Lack of time

Question 9

Institutional barriers to communication

Answer 9

• ERM system differences
• Communication gaps at hand-offs
• Incomplete discharge notes
• Confusion regarding who is responsible for what
• Culture of blame
• Fear of looking stupid

Question 10

Describe SBAR

Answer 10

• A framework that helps team members organize their thoughts & prioritize information to be communicated in a clear & concise manner

Question 11

What does SBAR stand for

Answer 11

• Situation: summary
• Background: context, history, pertinent details
• Assessment: describe what you believe to be the problem
• Recommendation: based on your assessment

Question 12

Strategies to improve communication in healthcare teams

Answer 12

• SBAR
• Call Outs
• Check backs
• Hand offs

Question 13

Define call outs

Answer 13

• Immediately call out critical, need to know info to ensure it doesn’t slip through the cracks

Question 14

Define check backs

Answer 14

• Receiver repeats message to confirm understanding

Question 15

Define hand off

Answer 15

• I pass the baton
• Intro, patient, assessment, situation, safety, background, actions, timing, ownership, next

Question 16

What does SEGUE stand for

Answer 16

• Set the stage: introduction, positioning
• Elicit info: open ended Q’s
• Give info:explain, educate, answer Q’s
• Understand: empathize with your patient’s perspective
• End: summarize, indicate POA

Question 17

What does NURSE stand for

Answer 17

• Name the emotion
• Understand
• Respect
• Support
• Empathize with emotion

Question 18

How to communicate bad news using SHARE

Answer 18

• Set up a supportive environment
• How will you deliver the news
• Additional info strategy
• Reassure & address Emotions

Question 19

How to navigate challenging situations using CALMER

Answer 19

• Control what you can
• Alter your feelings
• Listen
• Make an agreement
• Educate your patient & set realistic goals
• Reach out for help

Question 20

What are the 5 conflict styles

Answer 20

• Turtle (avoiding): unassertive & uncooperative; lose-lose
• Shark (competing or dominating): highly assertive & uncooperative; win-lose
• Accommodating (teddy bear): unassertive & highly cooperative; lose-win
• Compromising (fox): moderate assertive & moderate cooperative; win-lose/lose-win
• Collaborating (owl): highly assertive & highly cooperative; win-win

Question 21

Steps to navigating conflict

Answer 21

• 1) establish a shared goal
• 2) separate the people from the problem
• 3) focus on shared interests
• 4) generate multiple options to solve the problem
• 5) evaluate the options using objective criteria
• 6) if at first you don’t succeed, try, try again

Question 22

Components of an apology

Answer 22

• Statement of error
• Acceptance of responsibility
• A sincere statement of remorse
• Outline for preventing future mistakes
• Statement of recompense

Question 23

What does AIDET stand for

Answer 23

• Acknowledge
• Introduce
• Duration
• Explanation
• Thank you