Ch. 19 leadership and management

This generation was during the Great Depression and World War II Follow rules, value authority, formality and chain of command. Tradition very important - decisions made on what worked in past Appearance & respect is important May be put off by multiple tattoos, earrings and styles of dress Place a high premium on formality and the top-down chain of command, the use of formal titles, is preferred

Traditionalists

Starting a statment using "I" insead of "you" to promote true message rather than start to mount defense is an example of what positive communication technique?

Using "I" message

This generation is Associated with a high divorce rate among their parents, working mothers, and the latch-key phenomenon Generation of independent problem solvers Characterized as skeptics who value a balance in work and personal life Expectations are immediate & communication is brief and direct Want to be involved in decision making regarding health care

generation X

Give undivided attention to the sender Move to a quieter area Stop the speaker and clarify points not understood Finish listening before you begin speaking Active listening greatly improves the likelihood that the correct message will be received are examples of what?

good listening habits

Closed communication Blocking False assurance Conflicting messages are all components of what?

negative communication techniques

Use of Facial Expression Eye contact Body movement/posture is what kind of communication?

nonverbal communication

Developing trust Keeping promises expressing empathy Using open communication protecting confidentiality avoiding blocking or false reassurance Being available Using "I" messages Establishing eye contact are all components of what?

positive communication

Openness Empathy Supportiveness Positiveness Equality are all characteristics of what?

positive communication

Use of the spoken word Attitude Tone or Inflection Emphasis placed on specific word is what kind of communication?

verbal communication

This generation Experienced the reshaping of corporate culture Embraced work as a definition of self-worth, adopting strong work ethic, goal orientated Struggle with work-personal life balance. Direct information in a personable approach, formal plan, & acknowledgement of value, purpose & respect.

Baby Boomers

Nurse responds with noncommittal &/or generalized answers is an example of what negative communication style?

Blocking

asking for feedback to be certain the receiver is correctly interpreting what is being said is an example of what positive communication technique?

Clarifying information

Asking yes/no questions Crossing arms, hands on the hips, avoiding eye contact Turning away or moving away from the individual are all examples of what negative communication technique?

Closed communication styles

conflict resolution style where both ppl actively try to find solutions that will satisfy them both.

Collaboration

conflict resolution style where both ppl give up something to experience partial goal attainment.

Compromise

All people involved must view their conflict as a problem to be solved mutually in order to achieve what?

Conflict resolution

T or F: It is okay to text patient information to patient.

False No way to make copy of original message, potential to be inadvertently misdirected/intercepted.

"Don't worry" or "It'll be okay" are examples of what negative communication style?

False assurances

conflict resolution style where one person achieves his/her own goals at the expense of the other person.

Force

Conflict stems from different ______ and ________.

Goals and Desires

This generation is Quickly approaching working age. Grew up with 9/11, 2008 recession, & first black president. Do not take prosperity for granted Comfortable with multitasking, diversity, and technology Expected to pursue a college education as a matter of necessity. Remains to be seen how they will relate in the workplace but will likely be articulate, motivated, and tech-savvy

Homelanders

Fundamental to conflict are __________ and _________.

Information and Perception

This gender Generally work toward winning Focus on goals and move aggressively toward accomplishment Communicate with a purpose to achieve an identified goal Typically use communication as a tool to deliver information

Men

This generation has the Most diverse & globally thinking generation in the workforce. Value inclusion, team effort, & collective action and adaptable to rapid change. Strive for a balance between work and home life. Need a voice in organizational decision making. Prefer communication that is framed in a positive manner. Grew up with technology & like immediate feedback. Do well with huddles

Millennials

Using open ended statments that require more info. than yes or a no is an example of what positive communication technique?

Open communication

communication style that allows others to make decisions for them to avoid confrontation or difficult situations.

Passive

communication style that manipulates others to achieve their personal goals.

Passive-Aggressive

When verbal and nonverbal do not agree is what kind of negative communication technique?

conflicting messages

Conflict resolution style where one person puts aside his/her goals in order to satisfy the other person's desires.

Accommodation

Paraphrase the content of the message, Reflect emotion of the message, open questioning, Acknowledging, and Summarizing are all exampes of what listening technique?

Active listening technique

Communication style that is Commanding, dominant, and superior attitude - controlling. Not desired.

Aggressive

Communication style where sender states wants, needs, desires, and feelings using objective, direct comments - honest. The best kind of communication style.

Assertive

conflict resolution style where one person uses passive behaviors and withdraws from the conflict; neither person is able to pursue goals.

Avoidance

This gender communication Generally works toward compromise. Preserving relationships is of paramount importance. Seek to communicate with sensitivity toward how the information is being received. Value the process of communication itself as a significant part of relationships.

Women

Negative effect on emotional and physical well-being Emphasis on personal welfare over that of the group Diversion of time and energy from important goals Financial and emotional costs Personal fatigue are all harmful consequences of what?

conflict