Communication & Conflict Negotiation Flashcards
1
Q
Define communication
A
- Interactional process which occurs in an environment where people share meaning verbally & non-verbally
2
Q
Define conflict
A
- Mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands
3
Q
Preamble to Plack & Driscoll
A
- Assume the party you’re communicating with lacks context
4
Q
3 components of any communicated message
A
- Verbal
- Paraverbal
- Nonverbal
5
Q
Good communication should be
A
- Accurate, unambiguous
- Focused/concise
- Consistent
- Jargon free
- Non-judgemental
6
Q
Communication encompasses
A
- Content skills
- Process skills
- Perceptual skills: read b/w the lines, allow for silence, & don’t interrupt
7
Q
Describe nonverbal communication
A
- Body language and fascial expressions have a huge effect on how we are interpreted
8
Q
Interpersonal barriers to communication
A
- Environment not conductive
- Lack of trust
- Lack of self-awareness
- Lack of cultural awareness
- Lack of time
9
Q
Institutional barriers to communication
A
- 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
10
Q
Describe SBAR
A
- A framework that helps team members organize their thoughts & prioritize information to be communicated in a clear & concise manner
11
Q
What does SBAR stand for
A
- Situation: summary
- Background: context, history, pertinent details
- Assessment: describe what you believe to be the problem
- Recommendation: based on your assessment
12
Q
Strategies to improve communication in healthcare teams
A
- SBAR
- Call Outs
- Check backs
- Hand offs
13
Q
Define call outs
A
- Immediately call out critical, need to know info to ensure it doesn’t slip through the cracks
14
Q
Define check backs
A
- Receiver repeats message to confirm understanding
15
Q
Define hand off
A
- I pass the baton
- Intro, patient, assessment, situation, safety, background, actions, timing, ownership, next
16
Q
What does SEGUE stand for
A
- 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
17
Q
What does NURSE stand for
A
- Name the emotion
- Understand
- Respect
- Support
- Empathize with emotion
18
Q
How to communicate bad news using SHARE
A
- Set up a supportive environment
- How will you deliver the news
- Additional info strategy
- Reassure & address Emotions
19
Q
How to navigate challenging situations using CALMER
A
- Control what you can
- Alter your feelings
- Listen
- Make an agreement
- Educate your patient & set realistic goals
- Reach out for help
20
Q
What are the 5 conflict styles
A
- 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
21
Q
Steps to navigating conflict
A
- 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
22
Q
Components of an apology
A
- Statement of error
- Acceptance of responsibility
- A sincere statement of remorse
- Outline for preventing future mistakes
- Statement of recompense
23
Q
What does AIDET stand for
A
- Acknowledge
- Introduce
- Duration
- Explanation
- Thank you
