Module 10 Flashcards by Carolyne Edwards

4 types of communication?

Verbal
Nonverbal
Written
Interpersonal

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Verbal communication

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

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Nonverbal communication is…

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

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Written communication…

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

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Interpersonal communication is…

communication between two or more individuals face to face

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Elements that influence communication are…

Interpretation
Filtration
Feedback

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Interpretation is

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Filtration is similar to what?

A colander because it filters things out by the receiver

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Feedback influences communication

because the receiver interprets the message how they heard it.

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Context and environment is basically?

The circumstances around why the communication had to occur

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Precipitating factors are?

all events that took place to prompt the communication

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Preconceived ideas are?

Opinions or thoughts the receiver has before the encounter takes place

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Style of transmission is?

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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Past experiences…

can impact a person’s reaction

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Personal perceptions…

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Positive communication techniques are described as?

a positive exchange of ideas among individuals

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What are some positive communication techniques?

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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What communication techniques should be mindful of when using?

Touch and eye contact

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Describe negative communication techniques

it can limit responses

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What are some negative communication techniques?

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

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Blocking occurs when…

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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Explain false assurances

lack of concern or knowledge of the situation

Ex. “You will be okay, you’ll live!”

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Ad hominem abusive is

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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Appeal to emotions is?

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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Red herring is described as?

An introduction of a completely irrelevant topic Ex. "I am a guy and you do not like male nurses"

What are BARRIERS to effective communication?

- Distractions through sensory perceptions - Not listening - Inadequate knowledge - Poor planning - Differences in perception - Emotions and personality - Communication style

Describe assertive communication.

Best and healthiest communication style; good to have as a leader Honest, transparent, and direct but NOT disrespecting other person's views or values

Aggressive communication style?

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

Passive communication style?

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.

Passive aggressive communicators?

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

Emotional characteristics supporting professional communication

Empathy Equality Openness Positivity Supportiveness

Define conflict.

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

Conflict can be...

beneficial or detrimental; its also the catalyst for change.

Constructive (positive) effects?

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

Destructive (negative) effects?

Constricts communication Decrease cohesiveness Explodes into fights Hinders performance

intrApersonal conflict is...

internal conflict with self (intra=within)

Example of intrapersonal conflict

My child is sick but I must work.

intERpersonal conflict is?

Between two or more people

Intragroup conflict is...

WITHIN members of a group

intergroup conflict is...

BETWEEN two or more groups

Example of intergroup conflict.

Conflict between physicians and nurses

Organizational conflict is...

A struggle for resources within an organization

Causes of conflict in the workplace

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

List the FIVE stages of conflict.

1. Latent 2. Perceived 3. Felt 4. Manifest 5. Aftermath

Describe the LATENT stage of conflict.

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

Perceived conflict is?

a perceived problem as a conflict when it might not exist

Example of a perceived conflict

Rumor that says "Time off changes" ... Nurse thinks it will impact vacation request

Felt Conflict

people involved start to feel an emotional response

Example of FELT conflict

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

Manifest conflict is...

When action is taken to resolve the conflict

Conflict aftermath

Completion of conflict; Can be positive or negative.

Individual causes of conflict...

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

Organizational causes of conflict?

Blurred job boundaries Battle for limited resources Unmet expectations

Key causes of conflict in the workplace?

Personality differences Value differences Unmet expectations Diversity Lack of clear jurisdiction

Conflict Management Style: Avoidance/withdrawal

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

Conflict Management Style: Smoothing

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

Conflict Management Style: Competing/Coercing

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

Conflict Management Style: Cooperating/Accommodating

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

Conflict Management Style: Compromising/Negotiating

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

Conflict Management Style: Collaborating

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