Man: test 3 CH 19 comm

Question 1

- sender= give message receiver= gets the message
A, Internal culture- 
B, Mode/media- 
C. External- 
D. Received message-

Answer 1

communication process

Question 2

• where we all bring experience, attitudes, feelings ( don’t necessarily see that) have to be aware if you want to have communication work

Answer 2

comm process

A, Internal culture

Question 3

• communicate through mode, could say nothing nonverbal, write

Answer 3

comm process

B, Mode/media

Question 4

• play apart helping or distracting from the communication Ex: too loud in room, too hot

Answer 4

comm process

C. External

Question 5

• have receiver repeat back to clarify, ask some questions, can repeat, repeat with different mode (memo or email), make sure using right words, not to overwhelming, edu level of receiver, speak at right pace= clear message

Answer 5

comm process

D> Received message

Question 6

• staff to manager to admin

Answer 6

. Channels of Communication-Upward

Question 7

• higher down to staff

Answer 7

. Channels of Communication-Downward

Question 8

• same level of staff Ex: nurse manager to another nurse manager

Answer 8

. Channels of Communication-Lateral

Question 9

with a higher or lower level on chart, different capacity (area) Ex: staff nurse and manager of radiology

Answer 9

. Channels of Communication-Diagonal

Question 10

• speed of talking

Answer 10

Modes of Communication: Verbal Skills Pace/intonation

Question 11

• - give general terms

Answer 11

Modes of Communication: Verbal Skills

Simplicity

Question 12

• -ask them what you hear what I said

•

Answer 12

Modes of Communication: Verbal Skills

Active listening

Question 13

allow time to respond

Answer 13

Modes of Communication: Verbal Skills

Seek feedback-

Question 14

Good or Bad?- hap hazard flows through informal way, sometimes not accurate, rumors, miss info Ex: communicate info informally, talk about issues
-manager recognize that there may be inaccurate things, confirm right info, correct info that is inaccurate, can use to infuse good info= reinforce that’s what is going on

Answer 14

Modes of Communication: Verbal Skills

Grapevine:

Question 15

–how formal does it need to be, most formal official business letter then memo, then email less official, social media texting least official/ careful way things are worded and what is included

Answer 15

Modes of Communication:

Written

Question 16

-: To from date subject title, concise=pg or less, wording complete and clear

Answer 16

Modes of Communication:

Memo

Question 17

barriers= tone can be taken wrong, missing tone of voice and nonverbal, hide behind it, forget to email, respond to everyone, don’t use all caps, good grammar

Answer 17

Modes of Communication:

-Email:

Question 18

greater percent is not with words, body gestures, if verbal and nonverbal don’t match will believe nonverbal

Answer 18

Nonverbal-

Question 19

• - you don’t say anything

Answer 19

Passive

Question 20

• - too pushy, outright say

Answer 20

Aggressive

Question 21

• - snide remarks, mhhm ya say nothing and walk away to ppl about how much you hate it

Answer 21

Passive aggressive

Question 22

• - calm even voice, upright posture, summarize their view= I understand your concern, info that supports concern, say what you feel, there for I suggest, recap why you feel this action is best option
- Take up chain of command if not resolved

Answer 22

Assertiveness

Question 23

—new, introduction and orientation to rules, getting use to each other, group members should be figuring out boundaries and expectations

Answer 23

group dynamics

Forming

Question 24

—stage of conflict before they can move on, position, control or influence that’s not agreed upon

Answer 24

group dynamics

Storming

Question 25

—group comes back together and has cohesion; refocuses and develops possible new goals

Answer 25

group dynamics | Norming

Question 26

—group does the work

Answer 26

group dynamics | Performing

Question 27

—short term, group purpose is done and is over; only one purpose; attained when goal is achieved.

Answer 27

group dynamics | Journey

Question 28

Atmosphere- more welcoming, relaxed, open, comfortable Communication- assertive, good styles, open, flow back and forth Goal-setting- goals, everyone would know and be involved Decision-making- democratic, input from everyone, come together as one to make decision Participation- everyone is equally participating Conflict - openly resolve

Answer 28

Effective Group

Question 29

Atmosphere- feel group is tense, anger, members are board Communication- one person dominates, not open Goal-setting- unclear, don’t know, unspecific Decision-making- one person makes decision, input not sought Participation- unequal, one or two dominate Conflict – ignore, not deal with, deny it, avoid

Answer 29

Ineffective Group

Question 30

- help get work done, clarify, initiating=problem or purpose, expediting, information

Answer 30

group roles Task

Question 31

- between members, feelings, support, encouraging, harmonizer=peace, observing, sensitizing or gate-keeping

Answer 31

group roles Relationship

Question 32

``` Blocker- Recognition  Self-confessor  Playboy-  Dominator-  Aggressive-  Help seeker  Special interest pleader ```

Answer 32

Disruptive Group Members

Question 33

- how good they are, special interest get what they want, don’t care about true purpose of committee

Answer 33

Disruptive Group Members | Blocker

Question 34

 —trying to bring attention to themselves

Answer 34

Disruptive Group Members | Recognition seeker

Question 35

joke around at inappropriate times, never serious

Answer 35

Disruptive Group Members | Playboy-

Question 36

 - doesn’t let anyone else speak, always talking may not be negative

Answer 36

Disruptive Group Members | Dominator

Question 37

 - overly critical, hateful

Answer 37

Disruptive Group Members | Aggressive

Question 38

 —only out for themselves; they get what they want for their unit; don’t care about true purpose

Answer 38

Disruptive Group Members | Special interest pleader

Question 39

Sbar

Answer 39

* Situation, * Background * Assessment ( abn) * Recommendations

Question 40

Why is the patient in the hospital? |  Date of Admission, Admitting diagnosis

Answer 40

Transfer of information (SBAR) | • Situation

Question 41

 Medical History  Code status  Allergies  Treatment plan

Answer 41

• Background

Question 42

 Addresses potential and actual problems for each body system  Includes any lines, drains, etc..  Includes findings of assessments, labs, procedures etc..

Answer 42

• Assessment ( abn)

Question 43

 Goals, Consults  Tests/treatments  Discharge plans  Teaching needs

Answer 43

Recommendations

Question 44

- ways to share info to others, gather all needed info

Answer 44

SBAR Communication Tool to doc

Question 45

• - who you are, location, name of pt room number, general reason for calling, pain meds given frequency

Answer 45

to doc | Situation

Question 46

• - history, reason came in, allergies

Answer 46

to doc | Background

Question 47

vs, labs, wound, when confusion started

Answer 47

to doc | Assessment-

Question 48

• - what you think should happen, different meds, abg

Answer 48

to doc | Recommendation