S2 Communication in the Workplace Flashcards
Understanding the communication process helps us develop these 3 skills
- conflict resolution
- team competence
- customer service
Process of transferring information from one person (or group of people) to another person or group of people
communication
Factors that affect how a message is received and understood (or misunderstood) by others
noise
Examples of noise
language or culture of the sender and receiver; method by which the message is sent (for example, over the phone, in person, by e-mail); the voice that is used to convey the message; the importance of the communication or the interest level to the receiver; timing of the message, the environment, including noise sound levels; emotional and/or physical state of the receiver; educational level of the sender/receiver; listening style used by the receiver.
The person sending the message
encoder
Refers to the intellectual activity that occurs when you put thoughts, feelings and emotions into words
encoding
The medium through which the message is being transmitted; the encoder must decide how the message will be delivered.
channel medium
Choosing the channel for the message is very important because it sets the ___ and ___ the message carries.
tone; level of importance
The person who receives the message
decoder
The intellectual activity that occurs when trying to understand a message
Decoding
The ____ provides feedback in various ways, such as smiling, nodding, agreeing verbally or adding to the comment for clarity.
receiver
Communication including how we use our body, voice and environment to get a message across to someone else
non-verbal communication
Examples of non-verbal communication
distance, environment, posture, hand gestures, facial expressions, personal appearance
The study of distance; spatial distances between individuals in different cultures and situations.
proxemics
Anthropologist ____ has examined the relevancy of distance in communication in different cultures and socio-economic groups.
Edward T. Hall
Hall’s work identifies these four “zones” related to communication and distances
- intimate
- personal
- social
- public
18 in; conversation between close friends
intimate
18 in to 4 ft; casual conversation
personal
4 to 12 ft; impersonal business matters
social
12 feet and beyond; large group presentations
public
The ____ helps the person concentrate (or not) on what you have to say, in addition to setting an atmosphere for listening and for feeling importan
environment
T or F> When you want someone to pay attention, a quiet environment is more conducive than a loud one
T
Other environmental factors that should be recognized and eliminated or reduced to improve the communication process
- echos
- long distance
- poor lighting
- temperature
- visual noise or distractions
- auditory noise
Refers to the use of body movement, or the body as a whole, in communication; can include gestures, facial expressions, gaze patterns, touch and body position
kinesics or body language
4 examples of kinesics
- posture
- hand gestures
- facial expressions
- personal appearance
3 elements of verbal communications
- vocabulary or jargon
- clarity
- organization
It is critical that communication in healthcare is free of ____ jargon
technical
Achieved when you express yourself in such a way that the meaning or message is clear to the patient, and that they have received the information to the level you wish them to understand
clarity
How we ____ our thinking increases our ability to provide clear, factual and direct communication with our patients
organize
Each of us has a preferred way of making sense out of spoken messages, this is our _____ style
listening style
Listening is actually a complex process of 5 steps
- receiving
- interpreting
- remembering
- evaluation
- responding
Healthcare professionals who develop their ____ are better able to: understand other points of view and/or concerns, de-escalate intense emotions, convey respect and encourage respect in return.
listening skills
Listeners who prefer to focus on the emotions and feelings communicated verbally and nonverbally by others
relational listeners
Listeners who withhold judgment, listen to all sides of an issue, and wait until they hear the facts before reaching a conclusion.
analytical listeners
Listeners who prefer to listen for the facts and evidence to support key ideas and an underlying logic; they also listen for errors, inconsistencies, and discrepancies.
critical listeners
Listeners who look at the overall structure of the message to see what action needs to be taken; they also like efficient, clear, and concise messages.
task-oriented listeners
Research suggests that effective listeners are __ rather than __ when listening.
active; passive
T or F. Active listening means focusing on what the person is saying, not guessing what they will say next and not thinking of your response.
T
Active listeners ____ what the encoder has said to ensure that they have captured the essential pieces of the conversation.
paraphrase
When you leave a voice message, ensure that you have clearly expressed these 5 things
who, what, where, when and why
Barrier to effective communication: letting pre-formed biases, prejudices, stereotypes and expectations cause us to hear what we want to hear instead of listening to what is actually said
selective listening
Barrier to effective communication: focusing on own needs rather than on the needs of others; the message is about them, and no one else
being self-absorbed
Don’t include confidential ____ in emails, which can be forwarded to other recipients
confidential
3 cultural barriers
- status
- body language
- ethnocentrism
Sometimes we feel superior to other cultures because of the high value we place on our own culture, called ___
ethnocentrism
