Effective Communication/Conflict Resolution

Describe how power and status can affect organizational communication

When workers feel unimportant or ignored, job satisfaction and teamwork decline and it becomes difficult for organization leaders to address the problems that are affecting the ability of the organization to function and change

What are conflict resolution outcomes?

Win-Win Win-Lose Lose-Lose

See big picture More comfortable asking questions Use softer, quieter approach Less competitive Less aggressive in asking direct questions

Women Communication

What are the 4 communication modes?

Written Face to face telephone nonverbal

Organizational Communication: Impacts patient _____ Impacts _____ care Impacts _____ satisfaction Impacts customer _____ and ____

safety quality employee relations and satisfaction

What are common sources of conflict?

scarce resources restructuring (very common) poorly defined role expectations

non verbal communication

silence

Introduce yourself and the patient and briefly state the issue that you want to discuss (generally the patient's condition)

situation

GROUP: resistance to group influence is evident as members polarize into subgroups; conflict ensues and members rebel against demands imposed by the leader TASK: resistance to task requirements and the differences surface regarding demands imposed by the task

storming

The key to successfully managing conflict is ______

tailoring your response to fit each conflict situation instead of just relying on one particular technique

rapid and allows the receiver to clarify the message at the time it is given. accents may be difficult to understand

telephone

Essentially the rumor mill of the organization Always an element of truth in this There is seldom COMPLETE truth Management can manage and use this

the Grapevine

GROUP: interpersonal structure focuses on task and its completion; roles become flexible and functional; energies are directed to task performance TASK: problems are solved as the task performance improves; constructive efforts are undertaken to complete task; more of group energies are available for the task

Adjourning

The nurses on a surgical unit agree to work extra hours of overtime when necessary and in return they are guaranteed certain weekends off. This is an example of which of the following resolution strategies? A) Compromising B) Competing C) Accommodating D) Smoothing

Compromising

GROUP: testing occurs to identify boundaries of interpersonal behaviors, establish dependency relationships with leaders and other members, and determine what is acceptable behavior TASK: testing occurs to identify tasks, appropriate rules, and methods suited to the task's performance

Forming

Stages of Group Communication

Forming Storming Norming Performing Adjourning

What is the difference between SBAR and ISBAR?

ISBAR has identification at the beginning

occurs between two or more groups of people, departments, and organizations EX: two political organizations widely differing or contradictory beliefs or nurses experiencing intergroup conflict with family and work issues

Intergroup

What are the 3 categories of conflict?

Intergroup conflict Intrapersonal conflict Interpersonal conflict

More logical and direct Ask fewer questions More aggressive and assertive More team oriented

Men Communication

What are 3 variables that affect organization communication?

Number of levels that communicate Gender Power and status

How do the number of levels that communicate affect organizational communication?

People at lower levels of the organizational hierarchy are at risk for inadequate communication from higher levels. As the number of employees increase, the quantity of communication increases.

What are some common causes of organizational conflict?

Poor communication Inadequately defined organizational structure Individual behavior (incompatibilities or disagreements based on differences of temperament or attitudes) Unclear expectations Individual or group conflicts of interest Operational or staffing changes Diversity in gender, culture, or age

Actions to Take When Under Attack by an Aggressive Person:

Reflect Repeat the assertive message Point out the implicit assumption Restate the message by using assertive language Question

What causes conflict?

Role conflict - when two people have same or related responsibilities with ambiguous boundaries Communication conflict - failing to discuss differences with one another can lead to problems with communication Goal conflict - when one nurse place his/her personal achievement and advancement above everyone elses, conflict can occur Personality conflict - can't we all just get along? don't have to be friends, but need to get along in the workplace Ethical or values conflict - different types of nurses have different value systems

What are the elements common to the communication process?

Sender Message Receiver

Person puts his or her own needs, rights, and feelings first and communicates that in an angry, dominating way

aggressive communication

generally direct, threatening, and condescending. It infringes on another person's rights and intrudes into that person's personal space. "winning at all costs" or demonstrating self-excellence

aggressive communication

Much is communicated by our clothing, hairstyle, use of cosmetics and attractiveness

appearance

A person stands up for herself in a way that doesn't violate the basic rights of another person

assertive communication

a way of communicating that allows people to express themselves in direct, honest and appropriate ways that do not infringe on another person's rights

assertive communication

summarize the patient's condition and state what you think the problem is

assessment

Conflict Resolution Techniques: ______: aware of a conflict but choose not to acknowledge it or attempt to resolve it. Some managers do this if they were planning to address staff tardiness but the staff were just told they were getting a pay cut earlier. the manager might do this ______: one party sacrifices his or her beliefs and allows the other party to win _____: occurs when one party in a conflict attempts to pacify the other party or to focus on agreements rather than differences. Tries to reduce the emotional component of conflict

avoiding (lose-lose) accommodating (lose-win) Smoothing

occurs within a person

intrapersonal conflict

Describe the background or context (patient's diagnosis, admission date, medical diagnosis and tx to date)

background

Conflict Resolution Techniques: _____: used when one party pursues what it wants at the expense of the others. Only useful when the well-being of the patient is at stake and the opposing position could harm them _____: each party gives up something it wants _____: an assertive and cooperative means of conflict resolution that results in a win-win solution. All parties set aside their original goals and work together to establish a supra ordinate or priority common goal.

competing (win-lose) compromising (modified win-lose) Collaborating (win-win)

Win/Lose: Example _____ Lose/Lose: Example _____ Lose/Win: Example ______ Modified Win/Lose: Example ______ Win/Win: Example ______

competition avoidance accommodation compromise collaboration

The internal or external discord that occurs as a result of differences in ideas, values, or beliefs of two or more people

conflict

between individuals at differing hierarchy levels and job classifications EX: the manager interacts with personnel and managers of other departments and groups such as physicians, who are not on the same level of the organizational hierarchy

diagonal communication

from superior to subordinate

downward communication

the area where communication takes place is an important part of the communication process

environment

How can I communicate effectively with other nursing personnel? Professional nurses should view themselves as _____ in their interactions with members of other health care disciplines Your approach to communication should be a lateral one, even with physicians

equals

the _______ includes status, power, and authority as barriers to manager-subordinate communication. Includes the weather, temperature, and timing

external climate

rapid but may result in fewer people receiving the info than necessary communicate this way in formal meetings, with people in peer work groups and during formal presentations

face to face communication

How can I communicate effectively in writing? Upward communication needs to be _____ Don't send without careful proofreading Take time to make necessary revisions Organize your thoughts Be clear and concise Keep It Short and Simple (KISS) Principle How well you write strongly influences how you are evaluated

formal

informal, haphazard, and random, usually involving small groups subject to error and distortion (think of the telephone game)

grapevine communication

______: anger aimed inward at what we did or did not do _____: anger directed toward others at what they did or did not do

guilt resentment

from peer to peer

horizontal communication

______ includes the values, feelings, temperament, and stress levels of the sender and the receiver

internal climate

Organizational communication includes _____ and _____

interpersonal communication small-group communication

Happens between two or more people with differing values, goals and beliefs

interpersonal conflict

facial expression, body movements, and gestures considered more reliable than verbal because it conveys the emotional part of the message

nonverbal communication

GROUP: consensus evolves as group cohesion develops; conflict and resistance are overcome TASK: cooperation develops as differences are expressed and resolved

norming

Conflict Theory: Currently, conflict is viewed as neither good nor bad because it can produce growth or be destructive, depending on how it is managed Too little conflict results in _____ Too much conflict _____

organization stasis reduces the organization's effectiveness and eventually immobilizes its employees

What are the 4 types of communication?

passive aggressive indirectly aggressive (passive-aggressive) assertive

an aggressive message presented in a passive way limited verbal exchange by a person who feels strongly about a situation. Damages relationships and undercuts mutual respect

passive aggressive

occurs when a person suffers in silence, although he or she may feel strongly about the issue. Avoid conflict, often at the risk of bottling up feelings which may lead to an eventual explosion

passive communication

Lets others push him around

passive or avoiding

An aggressive message presented in a passive way Limited verbal behavior with incongruent nonverbal behavior

passive-aggressive communication

the weight of a message is increased if the sender faces the receiver, stands or sits appropriately close, and with head erect, leans toward the receiver

posture

identify any new treatments or changes ordered and provide opinions or recommendations for further action

recommendation

The average person spends 70% of his or her time listening, but only one-third of all messages are _____

retained

From subordinate to superior Staff is satisfied, allows more input EX: during staff meetings

upward communication

Describe how gender can affect organizational communication

women are generally perceived as being more relationship oriented than men and characterized as being more collaborative in their communication.

written messages open to various interpretations and generally consume more managerial time

written communication