Quiz 2: learning outcome 2 & 5 Flashcards
Describe the listening process
Listen-observe body language
Summarize- “if I understand you correctly”
Question- Ask open-ended questions beginning with who, what, and where
Pause- Wait for them to stop speaking, do not interrupt
What are strategies for managing conflict?
- Focus on things that are within your control
- Change your perspective
- Review your personal goals
- Change your response
- Check your impulse control
- Act like a third-party mediator
Describe the 5 types of conflict management
1) Avoiding
Lose-Lose
Ineffective but can be appropriate when the outcome of conflict does not matter to you. This indicates low openness to and low respect for other people’s ideas
2)Accommodating
Lose-win: One side is satisfied the other is not Addresses the concerns of the other party rather than your own, People who are too accommodating can be seen as indecisive or easily manipulated
3)Compromising
Lose-Lose- Neither side is satisfied. Can be effective Can foster creativity and team-work. Don’t settle just to avoid conflict
4)Collaborating
Win-win Optimal approach With input from all parties, everyone feels validated
5)Competing
Not productive- aims to control rather than progress
What type of conflict management is optimal? Why?
Collaborating, uses input from all parties, everyone feels validated
What does verbal communication involve?
- introduce yourself and your role
- use active listening
- be patient when others are speaking
- don’t talk over others
- ask them to repeat themselves if you don’t understand
- use an interpreter when required
What does non-verval communication involve?
- body language
- ASL
- writing
What should written communication include?
- clarity and conciseness
- proper spelling
- don’t use emojis
- don’t write anything you wouldn’t say in person
- not a substitute for face-to-face communication
What are barriers to effective communication?
- someone who is upset and can’t be reasoned with
- hearing impairment
- visual impairment
- speech impairment
- language barrier
- age
Which generations are more tech savvy? Which ones might struggle with new technology?
Millennials to Gen Z are more tech savvy compared to Gen X/ Baby Boomers
What are some ways to deal with difficult people?
1) Control your response: don’t reflect their behaviour
2) Ignore their behaviour
3) Walk Away
4) Change your attitude
5) Change your approach
What are common problem behaviours in co-workers and patients?
1) Bully: Intelligent but often insecure; feel a need to dominate
2) Provocateur: appear innocent but snipe at people behind their backs
3) Know-It-All: need to feel right and crave attention due to low self-esteem
4) Liar: people will lie to protect themselves; make sure you have a witness to cover your back
5) Manipulative: passive aggressive, demand proof for their statements
6) Complainer: love to complain but don’t offer solutions; direct them to put it in writing for supervisor
7) Silent: introverted with little communication
8) Social Butterfly: can interfere with work due to chatting
What are 3 benefits of teams?
- Improved quality and productivity
- Greater innovation and problem-solving
- Reduced operating costs and turnover
- Better communication, job satisfaction, and quality of life
- Shared responsibilities relieve individual employee stress, and increases feelings of satisfaction and commitment
- Gives the individual a sense of ownership and accomplishment
- Less communication barriers
- Allows for specialization which is efficient when managing a demanding workload
- Trust and responsibility to the team prompts members to go the extra mile
Why might teams fail?
1) failure to prepare managers for their changing roles
2) failure to prepare team members
3) inapropriate reward and compensation
4) inadequate training
5) minimal up-front planning
What are the five factors that make up the competencies for teams?
(KESAA)
1. Knowledge: education
2. Experience: time spent applying knowledge
3. Skills: training
4. Aptitude: natural talent and capacity
5. Attitude: disposition, mood
Stages of Team Development
1) Forming: individual identities, clarify purposes, set rules
2) Storming: members think as individuals, leaders’ authority may be tested, arguments and competitive behaviour
3) Norming:more cooperation and individuals work as a team
4) Performing: satisfaction with team membership and significant progress towards goal
Problems experienced by teams
1) Distrust: make sure everyone supports mission; remove those who don’t
2) Conflict: not really a problem unless it’s interpersonal
3) Lack of commitment, accountability and loss of focus
Difference between adaptability and flexibility
Adaptability is when you make a permanent changes (willingness to respond to disruptive change)
While flexibility is a quality that allows you to work with making adjustments on the fly (willingness to work towards broader goal)
What drives change?
- technology
- laws and policies
- management
What physiological response is triggered by change?
Stress (anxiety)
Strategies to being adaptable
- Pace and focus, gather your thoughts
- All changes are unfamiliar and you need to build new skills, go slow and have patience
- Understand that change is needed: think of what change will mean to you, your workflow, your patients and your facility
- If you see the purpose for change, its easier to embrace it
What are some forces for change?
(+)
- Customer demands
- New management
- New competitors
What strategies were taken to try to find the balance between caring for COVID-19 patients and patients with other heath issues?
- Hospitals prioritized life-saving and urgent treatments
- Hospitals retrained and shifted human resources to support areas of greatest need
- Surgeries were cancelled or delayed
- ERs triaged people virtually, redirected people who could be seen elsewhere and offered virtual visits to reduce crowding in waiting rooms.
- Virtual care became a key tool for primary care physicians and specialists
What are some forces against change?
(-)
- Fear of job loss
- Fear of competence
- Peer pressure to resist
- Rewards set for current behaviours/outcomes
What is an example of change in one area impacting other areas of healthcare services?
E.g., New drop-off window in lab to receive specimens
Impact on IT, housekeeping, other staff (recieving vs dropping off samples)
