Week 10: Communication Flashcards
Interpersonal Communication
Communication with others
ex: Patients, Families, Colleagues, Superiors, Subordinates
Interpersonal Communication is necessary for ___ and ___
Continuity and Productivity
Organizational Communication
Much more complex than interpersonal communication
Involves more: Communication channels, individuals, information, and new technology
Communication Process
Occurs between a Sender and receiver with an internal and external climate
The Message is what is sent between the two and it is either written nonverbal or verbal
Internal Climate
Includes values, feelings, stress level of both sender and receiver
External Climate
Includes status, power, authority of sender and receiver, timing and organizational climate
Effective communication requires the sender to do what
validate what receivers see and hear
What things can affect organizational and unit communication
gender, power, and status differences
In order to assess organizational communication one must look at what
formal or informal communication lines
who communicates with who
what is the pace of communication
Ways to go about effective organizational communication
Understand structure and who is affected by decisions
Assess organizational communication
Use clear, simple, and precise communication
Seek feedback whether communication received is accurate
Use multiple modes of communication
Do not overwhelm people with unnecessary information (information overload!)
Communication Channel
The direction and flow of communication and where it is going
Upward Communication
Manager makes needs/wants known to a higher level
Downward Communication
Manager communicates information to subordinates
Horizontal Communication
manager communicates to others on the same hierarchal level
Diagonal Communication
manager interacts with other managers or physicians on different hierarchal levels
Grapevine Communication
Informal information that flows quickly and haphazardly among people at all levels
Communication Modes
The method by which a message or communication is sent
When to use written communication mode
good for when documentation is needed
When to use face to face communication mode
use for both formal and informal communication
When to use telephone communication mode
When rapid communication is needed
What is important to keep in mind about non verbal communication
is the message you say verbally or written congruent with your non verbal body language
What makes up the elements of personal communication
55% body language
38% voice and tone
7% spoken words
Assertive Verbal Communication
direct, honest, does not infringe on rights
Passive Verbal Communication
Person remains silent about an issue even though they have strong feelings
“Suffer in silence”
Aggressive Verbal Communication
Direct, threatening, condescending, infringes on rights
Passive Aggressive Verbal Communication
An aggressive message presented in a passive way (incongruent message)
SBAR
Interprofessional Communication - Standardized professional communication to provide quality patient care and reduce errors
S - Situation
B - Background
A- Assessment
R - Response
Important Aspects of Listening Skills
Understand own emotional intelligence - values, beliefs, past experiences, biases, limits
Balancing the needs around you - as a manager may have many who need to listen
understand conversation coming in, interpreting meaning, restate misunderstandings
Be attentive, Ask open ended questions, Ask probing questions, request clarification, paraphrase, be attuned to and reflect feelings, and summarize
Group Communication
Communication dynamics in a group involving forming, storming, norming, and performing (FSNP)
Forming
Group communication - step 1
Testing to find the boundaries of interpersonal behaviors, establish dependency relationships with leaders and other members, and determine what is acceptable behavior in the group
Testing occurs to identify tasks, appropriate rules, and methods suited to the tasks performance
Storming
Group communication - step 2
Resistance to group influence where members polarize into subgroups
conflict ensures and members rebel against demands imposed by the leader
resistance to task requirements and the differences surface regarding demands imposed by the task
Norming
Group Communication - step 3
Consensus evolves as group cohesion develops
conflict and resistance are overcome
Cooperation develops as differences are expressed and resolved
Performing
Group communication - step 4
interpersonal structure focuses on the task and its completion
roles become flexible and functional
energies are directed to task performance
problems are solved as the task performance improves
constructive efforts are undertaken to complete task
more group energies are available for the task
Communication
the exchange of thoughts, messages or information as by speech, signals, writing or behavior
can also occur on at least 2 levels - verbal and nonverbal
Communication begins when
the moment two or more people become aware of each others presence
Assessing the ___ climate is usually easier than assessing the ___ climate
external; internal
Effective communication requires …
the sender to validate what receivers see and hear
Although information and communication are different…
they are interdependent
Information
formal, impersonal, and unaffected by emotions values expectations and perceptions
Communication
involves perception and feeling
What type of communication is subject to error and distortion and why?
Grapevine communication
because of the speed at which it passes and because the sender has little formal accountability for the message
Effective leaders are congruent in their…
verbal and nonverbal communication so followers are clear about the messages they receive
Why is nonverbal communication considered more reliable than verbal communication
because nonverbal indicates the emotional component of the message
If verbal and nonverbal are incongruent, the receiver will believe which message
the nonverbal
What are some effective elements of nonverbal communication
Silence
Space
Congruency
Environment
Appearance
Eye Contact
Posture
Gestures
Facial expression and timing
Vocal expression
Proxemics
the study of how space and territory effect communication
How may distance versus inadequate space impact communication
distance may imply a lack of trust or warmth
inadequate space, as defined by cultural norms, may make people feel threatened or intimidated
Assertive communication (verbal) does what
reduces stress
improves productivity
contributes to a health workforce
Misconceptions of Assertive Communication
That all communication is either assertive or passive
That those who communicate or behave assertively get everything they want
that it is unfeminine
that assertive and aggressive are synonymous terms
Assertive communication is not…
rude of insensitive behavior - it is having an informed voice that insists on being heard
Things the Assertive Person Can Do when Under Attack by an Aggressive Person
Reflect - their message back at them
Repeat the assertive message
Point out implicit assumptions in the aggressors message
Restate the message in assertive language (change you to I statements)
Question
As in nonverbal communication, the verbal communication skills of the leader manager in a multicultural workplace requires what
cultural sensitivity
ISBAR
SBAR with an I introduction step added on
___ failure is a common root cause of medical error
communication failure
GRRRR
Listening model:
Greeting stage Respectful listening stage Review stage Recommend or request more information stage Reward stage
What happens in the stages of GRRRR
G - Greeting - offer greeting and establish positive environment
R - Respectful listening - listen without interrupting and pause to allow others to think
R - Review - summarize message to make sure it was heard accurately
R - Recommend or request more information - seek additional information as necessary
R - Reward - recognized that a collaborative exchange has occurred by offering thanks
Memo
Written communication often used by managers
2 Purposes: Bring attention to problems and solve problems
What should a memo consist of
Header
Opening, Context, and Task
Summary and Discussion Segment
Closing segment and necessary attachments
Intranet / Hospital Information Systems
internal networks not normally accessible from the internet that allow workers and departments to share files, use websites, and collaborate
Confidentially can be breached legally only when…
one provider must share information about a patient so that another provider can assume care
4 Stages of Group Process
Forming
Storming
Norming
Performing
(Secret 5th: Termination or Closure - leader guides members to summarize, express feelings and come to closure)
11 Group Task Roles
11 tasks that each group performs
Initiator Information Seeker Information Giver Opinion Seeker Elaborator Coordinator Orienter Evaluator Energizer Procedural Technician Recorder
Initiator
Contributor who proposes or suggests group goals or redefines the problem; may be more than one initiator during the group’s lifetime
Information Seeker
Searches for a factual basis for the group’s work
Information Giver
Offers an opinion of what the group’s view of pertinent values should be
Opinion Seeker
Seeks opinions that clarify or reflect the value of other members’ suggestions
Elaborator
Gives examples or extends meanings of suggestions given and how they could work
Coordinator
Clarifies and coordinates ideas, suggestions, and activities of the group
Orienter
Summarizes decisions and actions; identifies and questions departures from predetermined goals
Evaluator
Questions group’s accomplishments and compares them with a standard
Energizer
Stimulates and prods the group to act and raises the level of its actions
Procedural Technician
Facilitates group action by arranging the environment
Recorder
Records the group’s activities and accomplishments
7 Group Building and Maintenance Roles
Roles providing for the care and maintenance of the group
Encourager Harmonizer compromiser Gatekeeper Standard Setter Group commentator Follower
Encourager
Accepts and praises all contributions, viewpoints, and ideas with warmth and solidarity
Harmonizer
Mediates, harmonizes, and resolves conflict
Compromiser
Yields his or her position in a conflict situation
Gatekeeper
Promotes open communication and facilitates participation by all members
Standard Setter
Expresses or evaluates standards to evaluate group process
Group Commentator
Records group’s process and provides feedback to the group
Follower
Accepts the group’s ideas and listens to discussion and decisions
8 Individual Roles for Group members
Roles that carry out ones own needs - must be managed to not disrupt productivity
Aggressor Blocker Recognition Seeker Self Confessor Playboy Dominator Help Seeker Special Interest Pleader
Aggressor
Expresses disapproval of others’ values or feelings through jokes, verbal attacks, or envy
Blocker
Persists in expressing negative points of view and resurrects dead issues
Recognition Seeker
Works to focus positive attention on himself or herself
Self Confessor
Uses the group setting as a forum for personal expression
Playboy
Remains uninvolved and demonstrates cynicism, nonchalance, or horseplay
Dominator
Attempts to control and manipulate the group
Help Seeker
Uses expressions of personal insecurity, confusion, or self-deprecation to manipulate sympathy from members
Special Interest Pleader
Cloaks personal prejudices or biases by ostensibly speaking for others
