Brainscape's Knowledge GenomeTM


Top Flashcards (Certified)
All Flashcards

N471 > Week 10: Communication > Flashcards

Week 10: Communication Flashcards

1
Q

Interpersonal Communication

A

Communication with others

ex: Patients, Families, Colleagues, Superiors, Subordinates

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Interpersonal Communication is necessary for ___ and ___

A

Continuity and Productivity

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Organizational Communication

A

Much more complex than interpersonal communication

Involves more: Communication channels, individuals, information, and new technology

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Communication Process

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Internal Climate

A

Includes values, feelings, stress level of both sender and receiver

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

External Climate

A

Includes status, power, authority of sender and receiver, timing and organizational climate

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Effective communication requires the sender to do what

A

validate what receivers see and hear

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What things can affect organizational and unit communication

A

gender, power, and status differences

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

In order to assess organizational communication one must look at what

A

formal or informal communication lines

who communicates with who

what is the pace of communication

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Ways to go about effective organizational communication

A

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!)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Communication Channel

A

The direction and flow of communication and where it is going

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Upward Communication

A

Manager makes needs/wants known to a higher level

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Downward Communication

A

Manager communicates information to subordinates

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Horizontal Communication

A

manager communicates to others on the same hierarchal level

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Diagonal Communication

A

manager interacts with other managers or physicians on different hierarchal levels

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Grapevine Communication

A

Informal information that flows quickly and haphazardly among people at all levels

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Communication Modes

A

The method by which a message or communication is sent

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

When to use written communication mode

A

good for when documentation is needed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

When to use face to face communication mode

A

use for both formal and informal communication

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

When to use telephone communication mode

A

When rapid communication is needed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

What is important to keep in mind about non verbal communication

A

is the message you say verbally or written congruent with your non verbal body language

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

What makes up the elements of personal communication

A

55% body language

38% voice and tone

7% spoken words

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Assertive Verbal Communication

A

direct, honest, does not infringe on rights

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

Passive Verbal Communication

A

Person remains silent about an issue even though they have strong feelings

“Suffer in silence”

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Aggressive Verbal Communication
Direct, threatening, condescending, infringes on rights
26
Passive Aggressive Verbal Communication
An aggressive message presented in a passive way (incongruent message)
27
SBAR
Interprofessional Communication - Standardized professional communication to provide quality patient care and reduce errors S - Situation B - Background A- Assessment R - Response
28
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
29
Group Communication
Communication dynamics in a group involving forming, storming, norming, and performing (FSNP)
30
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
31
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
32
Norming
Group Communication - step 3 Consensus evolves as group cohesion develops conflict and resistance are overcome Cooperation develops as differences are expressed and resolved
33
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
34
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
35
Communication begins when
the moment two or more people become aware of each others presence
36
Assessing the ___ climate is usually easier than assessing the ___ climate
external; internal
37
Effective communication requires ...
the sender to validate what receivers see and hear
38
Although information and communication are different...
they are interdependent
39
Information
formal, impersonal, and unaffected by emotions values expectations and perceptions
40
Communication
involves perception and feeling
41
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
42
Effective leaders are congruent in their...
verbal and nonverbal communication so followers are clear about the messages they receive
43
Why is nonverbal communication considered more reliable than verbal communication
because nonverbal indicates the emotional component of the message
44
If verbal and nonverbal are incongruent, the receiver will believe which message
the nonverbal
45
What are some effective elements of nonverbal communication
Silence Space Congruency Environment Appearance Eye Contact Posture Gestures Facial expression and timing Vocal expression
46
Proxemics
the study of how space and territory effect communication
47
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
48
Assertive communication (verbal) does what
reduces stress improves productivity contributes to a health workforce
49
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
50
Assertive communication is not...
rude of insensitive behavior - it is having an informed voice that insists on being heard
51
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
52
As in nonverbal communication, the verbal communication skills of the leader manager in a multicultural workplace requires what
cultural sensitivity
53
ISBAR
SBAR with an I introduction step added on
54
___ failure is a common root cause of medical error
communication failure
55
GRRRR
Listening model: ``` Greeting stage Respectful listening stage Review stage Recommend or request more information stage Reward stage ```
56
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
57
Memo
Written communication often used by managers 2 Purposes: Bring attention to problems and solve problems
58
What should a memo consist of
Header Opening, Context, and Task Summary and Discussion Segment Closing segment and necessary attachments
59
Intranet / Hospital Information Systems
internal networks not normally accessible from the internet that allow workers and departments to share files, use websites, and collaborate
60
Confidentially can be breached legally only when...
one provider must share information about a patient so that another provider can assume care
61
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)
62
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 ```
63
Initiator
Contributor who proposes or suggests group goals or redefines the problem; may be more than one initiator during the group’s lifetime
64
Information Seeker
Searches for a factual basis for the group’s work
65
Information Giver
Offers an opinion of what the group’s view of pertinent values should be
66
Opinion Seeker
Seeks opinions that clarify or reflect the value of other members’ suggestions
67
Elaborator
Gives examples or extends meanings of suggestions given and how they could work
68
Coordinator
Clarifies and coordinates ideas, suggestions, and activities of the group
69
Orienter
Summarizes decisions and actions; identifies and questions departures from predetermined goals
70
Evaluator
Questions group’s accomplishments and compares them with a standard
71
Energizer
Stimulates and prods the group to act and raises the level of its actions
72
Procedural Technician
Facilitates group action by arranging the environment
73
Recorder
Records the group’s activities and accomplishments
74
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 ```
75
Encourager
Accepts and praises all contributions, viewpoints, and ideas with warmth and solidarity
76
Harmonizer
Mediates, harmonizes, and resolves conflict
77
Compromiser
Yields his or her position in a conflict situation
78
Gatekeeper
Promotes open communication and facilitates participation by all members
79
Standard Setter
Expresses or evaluates standards to evaluate group process
80
Group Commentator
Records group’s process and provides feedback to the group
81
Follower
Accepts the group’s ideas and listens to discussion and decisions
82
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 ```
83
Aggressor
Expresses disapproval of others’ values or feelings through jokes, verbal attacks, or envy
84
Blocker
Persists in expressing negative points of view and resurrects dead issues
85
Recognition Seeker
Works to focus positive attention on himself or herself
86
Self Confessor
Uses the group setting as a forum for personal expression
87
Playboy
Remains uninvolved and demonstrates cynicism, nonchalance, or horseplay
88
Dominator
Attempts to control and manipulate the group
89
Help Seeker
Uses expressions of personal insecurity, confusion, or self-deprecation to manipulate sympathy from members
90
Special Interest Pleader
Cloaks personal prejudices or biases by ostensibly speaking for others

N471 (12 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2025 Bold Learning Solutions. Terms and Conditions