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management > Man: test 3 CH 19 comm > Flashcards

Man: test 3 CH 19 comm Flashcards

1
Q 
- sender= give message receiver= gets the message
A, Internal culture- 
B, Mode/media- 
C. External- 
D. Received message-
A

communication process

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2
Q
  • where we all bring experience, attitudes, feelings ( don’t necessarily see that) have to be aware if you want to have communication work
A

comm process

A, Internal culture

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3
Q
  • communicate through mode, could say nothing nonverbal, write
A

comm process

B, Mode/media

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4
Q
  • play apart helping or distracting from the communication Ex: too loud in room, too hot
A

comm process

C. External

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5
Q
  • 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
A

comm process

D> Received message

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6
Q
  • staff to manager to admin
A

. Channels of Communication-Upward

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7
Q
  • higher down to staff
A

. Channels of Communication-Downward

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8
Q
  • same level of staff Ex: nurse manager to another nurse manager
A

. Channels of Communication-Lateral

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9
Q

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

A

. Channels of Communication-Diagonal

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10
Q
  • speed of talking
A

Modes of Communication: Verbal Skills Pace/intonation

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11
Q

• - give general terms

A

Modes of Communication: Verbal Skills

Simplicity

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12
Q

• -ask them what you hear what I said

•

A

Modes of Communication: Verbal Skills

Active listening

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13
Q

allow time to respond

A

Modes of Communication: Verbal Skills

Seek feedback-

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14
Q

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

A

Modes of Communication: Verbal Skills

Grapevine:

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15
Q

–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

A

Modes of Communication:

Written

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16
Q

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

A

Modes of Communication:

Memo

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17
Q

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

A

Modes of Communication:

-Email:

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18
Q

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

A

Nonverbal-

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19
Q

• - you don’t say anything

A

Passive

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20
Q

• - too pushy, outright say

A

Aggressive

21
Q

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

A

Passive aggressive

22
Q

• - 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

A

Assertiveness

23
Q

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

A

group dynamics

Forming

24
Q

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

A

group dynamics

Storming

25
Q

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

A

group dynamics

Norming

26
Q

—group does the work

A

group dynamics

Performing

27
Q

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

A

group dynamics

Journey

28
Q

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

A

Effective Group

29
Q

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

A

Ineffective Group

30
Q
  • help get work done, clarify, initiating=problem or purpose, expediting, information
A

group roles Task

31
Q
  • between members, feelings, support, encouraging, harmonizer=peace, observing, sensitizing or gate-keeping
A

group roles Relationship

32
Q 
Blocker- 
Recognition 
	Self-confessor
	Playboy-
	Dominator- 
	Aggressive- 
	Help seeker
	Special interest pleader
A

Disruptive Group Members

33
Q
  • how good they are, special interest get what they want, don’t care about true purpose of committee
A

Disruptive Group Members

Blocker

34
Q

 —trying to bring attention to themselves

A

Disruptive Group Members

Recognition seeker

35
Q

joke around at inappropriate times, never serious

A

Disruptive Group Members

Playboy-

36
Q

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

A

Disruptive Group Members

Dominator

37
Q

 - overly critical, hateful

A

Disruptive Group Members

Aggressive

38
Q

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

A

Disruptive Group Members

Special interest pleader

39
Q

Sbar

A
  • Situation,
  • Background
  • Assessment ( abn)
  • Recommendations
40
Q

Why is the patient in the hospital?

 Date of Admission, Admitting diagnosis

A

Transfer of information (SBAR)

• Situation

41
Q

 Medical History
 Code status
 Allergies
 Treatment plan

A

• Background

42
Q

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

A

• Assessment ( abn)

43
Q

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

A

Recommendations

44
Q
  • ways to share info to others, gather all needed info
A

SBAR Communication Tool to doc

45
Q

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

A

to doc

Situation

46
Q

• - history, reason came in, allergies

A

to doc

Background

47
Q

vs, labs, wound, when confusion started

A

to doc

Assessment-

48
Q

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

A

to doc

Recommendation

management (14 decks)

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