Interprofessional Communication Flashcards
What are five conflict-resolution styles?
Avoidance Accommodation Competition Compromise Collaboration
What are some factors influencing health care relationships?
Different focus of work social/caring versus cure/clinical Intimate work Professional socialization Cultural/media stereotypes Power asymmetry Different role and gender expectations Differing goals, needs, responsibility, perceptions of care Resources
What are some antecedents to conflict?
Individual characteristics
Interpersonal factors
Organizational factors
What are some factors that influence perceived conflict?
Individual conflict management style
What are some consequences of conflict?
Individual effects
Interpersonal effects (negative and positive)
Organizational effects
What is horizontal violence?
A form of bullying that occurs between individuals on the same level within an organization
Manifests as behaviours that control, diminish, or devalue another
Can be overt or covert in nature
What are some covert conflict behaviours?
Unfair assignments Sarcasm Eye-rolling Ignoring Refusing to help Refusing to work with someone Sighing
What are some overt conflict behaviours?
Name calling Arguing/yelling Backstabbing Intimidation Gossiping Criticizing of work Blaming Fault finding
What are some impacts of conflict/horizontal violence on the care environment?
Diminished confidence/self-esteem
Absences from work or intent to leave the profession
Reduced team collaboration
Impaired information transfer/communication
DIMINISHED QUALITY OF PATIENT CARE!
What are the CRNBC Professional Standards for Registered Nurses and Nurse Practitioners regarding conflict management?
Confirm the problem
Communicate the problem
Document the problem
What are some organizational strategies for horizontal violence?
Establish Senior Leadership commitment
Create infrastructure to support managers and staff
Policy Development- zero tolerance
Education- staff (assertiveness training); management (conflict management training)
Culture of Safety
Clear reporting system/structure
What are some individual strategies for horizontal violence?
Recognize aggressor is at fault not you
Know institutional policies
Develop and implement an action plan (with help from employer)
Confront aggressor
Make a formal written complaint
Seek legal action (last resort)
What are some additional individual strategies for horizontal violence?
Don’t wait –confront sooner rather than later
Always speak to the person in private
Take a few deep breathes, center, begin conversation
Ensure proper positioning for conversation
Remember the goal: speak your truth
Try to get through anger/fear (loud, aggressive, mean) to the primary emotion-hurt
When you don’t know what to do paraphrase…..Let me get this straight, you are saying…..
What are some things on the “cueing card” to help you decide what to do/how to act?
Accept one’s fair share of the workload
Respect the privacy of others
Be cooperative with regard to the shared working physical conditions
Be willing to help when requested
Keep confidences
Work cooperatively despite feelings of dislike
Don’t denigrate to superiors (eg speak negatively about, “pet name”)
Address coworkers by first name
Look coworkers in the eye during conversation
Ask for help and advice when necessary
Don’t be too inquisitive about peoples lives
Repay debts, favors, compliments
Don’t engage in conversations about other coworkers
Stand up for the absent member in the conversation
Don’t criticize publicly
What are some cognitive rehearsal interventions? (examples)
I see from your expression there is something…….
I learn most from people who communicate directly..
When things are different from what I learned…..
It is my understanding that there was more information…….
I don’t feel right talking about this….
I don’t feel right talking about him/her….
