Professionalism Week 9

empathy approach to complaining

Active listening can also work with the complainer if combined with a response that acknowledges their problems.

Competition as communication blocker

Peer evaluation, maybe fearful to say something or trying to talk above everyone else

Anger as communication blocker

Positive or negative expression, can close lines of communication

ANA approach to inappropriate sexual behavior

Step 1. Confrontation of the offender Step 2. Notify the supervisor of the harassment Step 3. Careful documentation Step 4. Involve others

the root of one's inappropriate or non contributory behavior

The majority of clients displaying difficult behaviors that the nurse will encounter in practice, are acting that way as a response to their illnesses or injuries.- acting out of grief

Beyond Help Behavior

They appear to be seeking help and support with a problem they are facing. However, they immediately reject the help offered without even considering it. They believe the solution being offered is inappropriate or useless. They believe that their problem is so severe or unique that there is nothing anyone could ever do to fix it. Their goal is to gain attention and sympathy from other people. They really do not want to solve the problem, or, if it does get solved, they'll find another problem.

Bulldozer Behavior

They want immediate action in accomplishing their goals. They use aggressive complaining to manipulate others into working with them

Group Dynamics as communication blocker

Unwritten rules that all must conform too

Gossiping Behavior

Use complaining to make themselves Look better Cover up their feelings of inadequacy and low self- esteem Gain recognition or attention

Wet Blanket Behavior (Debbie downer)

Used to gain control and manipulate a situation. Their negative comments and complaints dampen everyone else's attitudes and ideas. They rarely have any good ideas of their own. They prefer to tear down others' hopes and ideas.

more

When the verbal, nonverbal, and paraverbal messages are congruent (relay the same information), then the message is_______________ easily encoded and clearly understood.

sexual harassment

any unwelcomed sexual advances, requests for favors, or any other verbal or physical behavior of a sexual nature that creates a hostile working environment.

Nonassertive communication style: Submissive

apologetic not showing control of situation

postpone the conflict

appropriate only when the timing is inappropriate

Verbal communication

both the written and spoken word, constituting only about 7% of the communicated message.

confront the conflict

conflict resolution that is apporraite and produces change

paraverbal communication

makes up 35% of communication and includes vocal cues (tone, pauses), volume, and speed of speech.

nonverbal communication

makes up 58% of communication and includes body language, facial expressions, gestures, physical appearance, touch, and spatial territory (personal space).

Communication in nursing

o communication is one of the cornerstones of practice. oNurses must be able to communicate with clients, family members, physicians, peers, and associates in an effective and constructive manner to achieve their goals of high-quality care. oessential for good leadership and management.

negotiation ket to success

oDo some research. oClearly identify the objectives and goals. oAvoid taking criticism personally. oAvoid making personal attacks. oNegotiate in good faith. oRespect the other side's goals and objectives. oPre-plan the elements of the negotiation. oAttend workshops or seminars on negotiation and bargaining.

Manipulation methods

oPersonal digs o Rumors and mixed rumors oAccusations oFalse allegations oFinger pointing oInnuendoes oAppear very friendly when they are communicating face to face oExploit others' weaknesses to lower their esteem. oAttempt to discredit others. oMake others appear inferior. oAvoid confrontation at all costs. oTry to keep the workplace in a state of uncertainty, tension, and disorder. oUse divide and conquer technique.

The sneak characteristics

oThey have very few true friends. oSubconsciously they feel they lack the talent, intelligence, or skills to be successful. oUse covert manipulative behavior to gain promotions and advance their position. oAttempt to gain attention from a superior. oFeel a strong sense of jealousy when the superior gives the attention or promotion they want to another person. oThey are very sensitive to criticism. oFeel slighted and angry at people who may have unintentionally said something that hurt their feelings.

Methods to unveil sneak

oYour reaction is a behavior that you can and need to change. oIt's unlikely the sneak will change his or her behaviors to any great degree. oUnderstanding your own motives, preferences, beliefs, and biases can help in softening the devastation you feel after the attack. oMake the decision to talk to them about their behavior. oLet them know that you know. oLet the group know that you heard what the sneak said. oDo not show your hostility toward the sneak in front of a group (makes them the martyr). oStay on point when you finally speak with them- they will try to change the subject. oTry to treat them with empathy and understanding. oListen carefully to their response. oPlan for future interactions. oForewarned is fore-armed-they will seek revenge.

Primary goal of persecutor

overcoming their own Lack of confidence Low self-esteem This behavior is habitual. It becomes the person's primary mode of communication and interaction

Paraverbal communication builders

silence tone pitch dictation

Inappropriate sexual behavior

the underlying issues involve elements of controlling others or humiliating others because of feelings of powerlessness, inadequacy, or low self-esteem, through unwatered sexual comments, advances, or touching

Toxic Behavior

Ð These are chronic complainers who are so unhappy with themselves and their lives that they use their behavior to purposely manipulate or poison the environment so everyone else will be as unhappy as them. Ð This can be particularly devastating if the person using this toxic complaining behavior is the boss. Ð They sometimes have secondary goals for their behaviors, such as seeking a promotion or recognition rewards. Ð They will attempt to falsely inflate others' perception of their skills and work hard to advance their own agenda. Ð People who use this type of toxic behavior often will retaliate and seek revenge if they are contradicted or challenged. Ð Toxic complaining can deeply torment fellow workers and devastate their emotional state.

Needy Behavior

Ð They complain and then emotionally and physically withdraw. Ð They are chronic complainers seeking to gain the sympathy of others. Ð They want to develop some type of connection, even if it is dysfunctional. Ð They will set up social or work situations where they intentionally fail so that they can become the victim. Ð Being a victim is a role for which they were born and they revel in it.

Positive Nonverbal communication

▪Eye contact ▪stop what you are doing ▪nod the head ▪positive facial expressions ▪sitting or standing in close proximity ▪open posture, directly facing ▪listening empathically ▪light touch

negative (blocking) verbal communication

▪automatic defensiveness ▪asking close-ended questions ▪accusing or blaming ▪using sarcasm ▪constant interruptions ▪judging, name calling and diagnosing ▪stating opinions as proven facts ▪making generalizations, being patronizing, and offering vague reassurances ▪telling people how they should feel ▪changing the subject ▪expecting mind reading ▪shaking or pointing finger while speaking ▪walking away

Verbal Communication Builders

▪encouraging words ▪asking open-ended questions ▪Use "I" rather than "you" messages ▪asking clarifying questions ▪reflecting feelings and emotions ▪repeating what was just said ▪never interrupt ▪reviewing what was said

Negative environmental communication blockers

▪experiencing change ▪grief experiences ▪stressful situations ▪policy change ▪tension and anxiety

Negative (Blocking) nonverbal communication

▪eye rolling ▪arm and leg folding ▪slouching, hunching, turning away ▪fidgeting ▪deep, loud sighs ▪multiple watch or clock checks ▪continuing with an activity while the other is person talking ▪failure to make eye contact ▪tuning out or failing to pay attention

negative paraverbal communication

▪threatening, ordering, or getting in someone's face ▪yelling, calling names or hurling insults ▪nonstop, rapid talking

Denial

● Also sometimes called the "I'm Fine Syndrome." ● It is used as a coping mechanism to give people time to adjust to sudden traumatic situations. ● It is an unconscious process that protects the individual from feeling vulnerable or losing control.

Bargaining

● An unconscious coping mechanism that seeks to fulfill the goals of avoiding the bad things that the client anticipates will soon happen. ● This helps them regain some degree of control over their lives. ● It is also an expression of hope, often unrealistic, on the part of the client, frequently based on irrational beliefs or incomplete information.

Anger

● Expressions of anger can range from a mild sense of frustration to declarations of injustice or raging destructive behaviors that must be stopped immediately. ● As clients move away from the denial stage and the protective veil of refusal falls away, they are often not prepared for the flood of intense emotions they are experiencing. ● They have suddenly become vulnerable and recognize that they have lost much of their control over their lives and their destiny.

Acceptance

●A mental state where clients are willing to accept and to move on with their changed lives. ●Acceptance does not mean that the client is cured or that they've forgotten about what happened to them. ●Being in the acceptance stage means that they are willing to Deal with the future Accommodate the changes brought on by the illness

The persecutor

●Also called dictators and bullies ●Generally display an attitude of being superior to others and being in control ●They attempt to Humiliate Intimidate Threaten Demean other Individuals or groups

The Sneak

●Also called double-crossers or back stabbers ●They fulfill their self-esteem needs and achieve their goals to be in control by using devious, underhanded and often malicious attacks when you aren't looking. ●They obtain their rewards by watching the discomfort and confusion of their target. ●They elicit the help of others who are afraid of them.

developing conflict resolution skills

●Build on existing skills. ●Avoid personal attacks. ●Listen actively. ●Ignore trivia. ●Set the stage. ●Establish trust.

Depression

●Client experiences feelings of emptiness and sadness. ●Not associated with a mental illness but instead depression associated with a physical illnness ●Starts when the client comes to the full realization of The severity of the illness The discomfort and pain The length of the treatments How the illness is going to affect their future

Assertive communication style

●Direct ●Accurately expresses the person's feelings, beliefs, ideas, and opinions ●Respects self and others ●Encourages trust and teamwork ●Encourages others to express their opinions in an open and respectful atmosphere

Taming the persecutor

●Set the stage for communication. ●Listen to what is really being communicated: verbal and nonverbal. ●Use assertive but not aggressive communication. ●Use a line of discussion that will get their attention. ●Remember, persecutors are acting the way they do because of some lack in their lives. ●Avoid doing nothing. ●Avoid personal attacks. ●Avoid judging what a person is doing. ●Ask clarifying questions. ●Ignore trivia.

conflict resolution strategy

●Strategy 1: Ignore the conflict ●Strategy 2: Confront the conflict ●Strategy 3: Postpone the conflict

negotiation

●The process of give and take between individuals or groups with the goal of reaching an agreement acceptable to both sides. ●A specialized two-way communication skill in which individuals or groups with differing needs or ideas settle on a middle ground result that may not completely please either party. Not everyone gets what they want, not necessarily win/win but it comes to a compromise.

common conflicts on the job

●feeingl overworked or overwhelmed by their assignments. ●"Why isn't anyone helping me?" ●Nurses are people pleasers, don't like to step on toes or overstep our boundaries, if we ask for help we look like we cannot do our job, worried about retaliation ●Conflict resolution is not an argument, but it is a coming together to come to a compromised and discussed conclusion

Adjusting the attitude approach

-Complainers often do not realize how good they actually have it and how much they can be thankful for. -This approach is difficult because it requires the person to shift their perception from one they have been hanging on to for many years. -Helping adjust their perception of themselves and what they have and can do will allow them to become more positive and speak of the good things in their lives. -They need even a small degree of self-awareness for this to be successful

Break the vicious cycle approach

-May not completely stop the complainer from complaining. -Requires being patient with the person and responding realistically to their complaints.

Complaining to the complainer

-The goal of this approach is to ameliorate the behavior to some degree. -Most people who complain all the time have no self-realization of how they come across to other people and how irritating their complaining is. -Sometimes by hearing how they sound they can get a sample of how other people feel about their complaining.

Nonassertive communication style: Agressive-Hostile

-mean and abusive -passive aggressive - undermining and manipulative

Dealing with "difficult people"

-the primary goal is to change our response to the behaviors. - Secondary is to change behaviors they are displaying - Identify root of the problem and resolve such issues

stress as communication blocker

A destructive circle, it goes on and on and the further communication breaks down

Positive communication environment

Calm non threatening free from distractions

How does communication influence coordination of care?

Communication barriers may cause a break in continuity of care May cause client to not follow through with education that was provided

Duck and cover behavior

Complaints are intertwined with real problems. It is difficult to separate the two. They try to place the responsibility for both the problem and its solution on another person

working environment as communication blocker

Coping with difficult behavior

experiencing change as negative communication blocker

Fear of the unknown, has anxiety and stress associated with it

characteristics of persecutor

Inconsistency in behavior and demands Unable to accept ideas that are different from theirs Use loud speech and threats to keep other persons from expressing new ideas Try to provoke the other person into an angry defensive outburst, then use the "What, me?" response Primary messages conveyed by their behavior include "If you don't do what I want, I'll make your life miserable!" "If you do what I want, I'll stop harassing you, maybe!" "If you give into my wants, you can become one of my minions and help me demean others!"