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Leadership > Module 10 > Flashcards

Module 10 Flashcards

1
Q

4 types of communication?

A

Verbal
Nonverbal
Written
Interpersonal

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2
Q

Verbal communication

A

Spoken words that affect the message via the tone, inflection, and attitude

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3
Q

Nonverbal communication is…

A

Unspoken; affective or expressive behaviors.
OFTEN seen as the truth.

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4
Q

Written communication…

A

emails, text, letters, any form of communication through typing or writing

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5
Q

Interpersonal communication is…

A

communication between two or more individuals face to face

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6
Q

Elements that influence communication are…

A

Interpretation
Filtration
Feedback

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7
Q

Interpretation is

A
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8
Q

Filtration is similar to what?

A

A colander because it filters things out by the receiver

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9
Q

Feedback influences communication

A

because the receiver interprets the message how they heard it.

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10
Q

Context and environment is basically?

A

The circumstances around why the communication had to occur

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11
Q

Precipitating factors are?

A

all events that took place to prompt the communication

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12
Q

Preconceived ideas are?

A

Opinions or thoughts the receiver has before the encounter takes place

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13
Q

Style of transmission is?

A

The way the message is conveyed; it can include open or closed statements, body language, tone of voice, vocabulary used, or emphasis placed on topics

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14
Q

Past experiences…

A

can impact a person’s reaction

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15
Q

Personal perceptions…

A
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16
Q

Positive communication techniques are described as?

A

a positive exchange of ideas among individuals

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17
Q

What are some positive communication techniques?

A

Develop trust
Use “I” messages
Establish eye contact
Keep promises
Express empathy
Use open communication
Clarifying information
Being aware of body language
Using touch

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18
Q

What communication techniques should be mindful of when using?

A

Touch and eye contact

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19
Q

Describe negative communication techniques

A

it can limit responses

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20
Q

What are some negative communication techniques?

A

Blocking
False assurances
Conflicting messages
Logical fallacies (Ad hominem abusive, appeal to emotion, and red herring)

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21
Q

Blocking occurs when…

A

the response is generalized or cuts out the person’s feelings; minimizing concerns or its an uncomfortable situation

Ex. “Well everyone feels like that”

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22
Q

Explain false assurances

A

lack of concern or knowledge of the situation

Ex. “You will be okay, you’ll live!”

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23
Q

Ad hominem abusive is

A

An argument attacking a person rather than the actual problem; goal is to discredit someone by bringing in unrelated facts

Ex. “That doctor is too young to be practicing medicine”

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24
Q

Appeal to emotions is?

A

Attempt to eliminate other people’s emotions to avoid the real issues

Ex. “ You’re always late” or “I have 3 kids”

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25
Q

Red herring is described as?

A

An introduction of a completely irrelevant topic

Ex. “I am a guy and you do not like male nurses”

26
Q

What are BARRIERS to effective communication?

A
  • Distractions through sensory perceptions
  • Not listening
  • Inadequate knowledge
  • Poor planning
  • Differences in perception
  • Emotions and personality
  • Communication style
27
Q

Describe assertive communication.

A

Best and healthiest communication style; good to have as a leader

Honest, transparent, and direct but NOT disrespecting other person’s views or values

28
Q

Aggressive communication style?

A

Controlling manner, wants their needs met by using guilt, hurt, anger, or manipulation

29
Q

Passive communication style?

A

allows everyone to make the decision for them to avoid confrontation at all costs; indirect
this is person is dishonest because they do not state how they truly feel and that’s unhealthy.

30
Q

Passive aggressive communicators?

A

Play the victim, gossip, and pout to manipulate others to achieve their goal; verbally passive but body language and tone may be aggressive

31
Q

Emotional characteristics supporting professional communication

A

Empathy
Equality
Openness
Positivity
Supportiveness

32
Q

Define conflict.

A

A struggle that occurs within oneself or others when a real or perceived threat exist

33
Q

Conflict can be…

A

beneficial or detrimental; its also the catalyst for change.

34
Q

Constructive (positive) effects?

A

Improves the type of decisions, stimulates creativity, medium for problems to be discussed, releases tension, and fosters environment of change

35
Q

Destructive (negative) effects?

A

Constricts communication
Decrease cohesiveness
Explodes into fights
Hinders performance

36
Q

intrApersonal conflict is…

A

internal conflict with self (intra=within)

37
Q

Example of intrapersonal conflict

A

My child is sick but I must work.

38
Q

intERpersonal conflict is?

A

Between two or more people

39
Q

Intragroup conflict is…

A

WITHIN members of a group

40
Q

intergroup conflict is…

A

BETWEEN two or more groups

41
Q

Example of intergroup conflict.

A

Conflict between physicians and nurses

42
Q

Organizational conflict is…

A

A struggle for resources within an organization

43
Q

Causes of conflict in the workplace

A

Battle for limited resources
Unmet expectations
Diversity
Lack of clear jurisdiction
Ineffective communication

44
Q

List the FIVE stages of conflict.

A
  1. Latent
  2. Perceived
  3. Felt
  4. Manifest
  5. Aftermath
45
Q

Describe the LATENT stage of conflict.

A

conflict not developed yet but indicates there will likely be a conflict

46
Q

Perceived conflict is?

A

a perceived problem as a conflict when it might not exist

47
Q

Example of a perceived conflict

A

Rumor that says “Time off changes” … Nurse thinks it will impact vacation request

48
Q

Felt Conflict

A

people involved start to feel an emotional response

49
Q

Example of FELT conflict

A

RN mad because she’s working two weekends in a row.

50
Q

Manifest conflict is…

A

When action is taken to resolve the conflict

51
Q

Conflict aftermath

A

Completion of conflict; Can be positive or negative.

52
Q

Individual causes of conflict…

A

Personality differences
Value differences
Ineffective communication
Diversity R/T age, gender, race, ethnicity

53
Q

Organizational causes of conflict?

A

Blurred job boundaries
Battle for limited resources
Unmet expectations

54
Q

Key causes of conflict in the workplace?

A

Personality differences
Value differences
Unmet expectations
Diversity
Lack of clear jurisdiction

55
Q

Conflict Management Style: Avoidance/withdrawal

A

person uses passive behavior to withdraw from the conflict; lose-lose situation

56
Q

Conflict Management Style: Smoothing

A

Attempts to pacify other people by focusing on what they agree on (lose-lose situation)

57
Q

Conflict Management Style: Competing/Coercing

A

Used when a quick or unpopular decision needs to be made (Win-Lose situation)

58
Q

Conflict Management Style: Cooperating/Accommodating

A

Puts aside own goals to satisfy other’s desires; Opposite of competing/coercing (Lose-Win situation)

59
Q

Conflict Management Style: Compromising/Negotiating

A

ALWAYS GOOD! Problem solved together; both parties give up something (Win-Win)

60
Q

Conflict Management Style: Collaborating

A

Both parties work together to find a solution that will satisfy each party; most time intensive approach

Leadership (13 decks)

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