N209: Communication & Collaboration

Which form of communication is primarily directive? A. Upward B. Downward C. Horizontal D. Diagonal

B. Downward Rationale: Upward communication generally allows for more employee input, whereas a downward channel is more directive

Tell whether the following statement is True or False: Being assertive will increase your chance of getting what you want. A. True B. False

B. False Rationale: The idea that assertiveness increases your odds of getting your way is in fact one of several myths about assertiveness

A nurse "suffers in silence" instead of speaking up about scheduling conflicts. This is an example of which of the following types of communication? A. Aggressive B. Passive C. Indirectly aggressive D. Assertive

B. Passive

When does communication begin? A. When two or more people are in each other's presence B. When people become aware of each other's presence C. When a written or verbal message is exchanged

B. When people become aware of each other's presence Rationale: Communication can take various forms (written, verbal, and nonverbal), but it begins as soon as people become aware that they are in one another's company

Examples of Team communication

"Time out"procedure Debriefing after an action report Debriefing after an unusual occurrence Risk analysis Like names alert High risk for falls bands

What is Collaboration?

"True collaboration--which means a work culture where joint communication and decision making among all members of the healthcare team becomes the norm--is not an event. It's an ongoing process that grows over time"

Misconceptions and Myths about Assertiveness

+All behavior is either assertive or passive +To get what you want, all you must do is be assertive +Being assertive will: +Increase the odds of getting what you want +Increase your self-esteem +To be assertive is to be aggressive +Assertiveness is unfeminine +Assertive communication is rude or insensitive

Communication

+Communication begins the moment two or more people become aware of each other's presence +Communication is perhaps the most critical leadership skill +Organizational communication is a high-level management function +Communication impacts all management activities and cuts across all phases of the management process +The ability to communicate effectively often determines success as a leader-manager

Organizational Communication Strategies

+Leader-managers assess organizational communication +Leader-managers understand the organization's structure and recognize who is affected by decisions +Communication is not a one-way channel; communication must be clear, simple, precise +Senders should seek feedback whether communication is received +Multiple communication methods should be used +Unnecessary information should not be disclosed

ANA/NCSBN Principles for Social Networking

1. Nurses must not transmit or place online individually identifiable patient information 2. Nurses must observe ethically prescribed professional patient-nurse boundaries 3. Nurses should understand that patients, colleagues, institutions, and employers may view postings 4. Nurses should take advantage of privacy settings and seek to separate personal and professional information online 5. Nurses should bring content that could harm a patient's privacy, rights, or welfare to the attention of appropriate authorities 6. Nurses should participate in developing institutional policies governing online conduct

Diagonal communication

Between individuals at differing hierarchy levels and job classifications

Horizontal communication

From peer to peer

Upward communication

From subordinate to superior

Downward communication

From superior to subordinate

Components of a Business Memo

Header Opening, context, and task Summary, discussion segment Closing segment, necessary attachments

External climate

Includes external factors such as the weather, temperature, timing, status, power, authority, and the organizational climate itself

Internal climate

Includes internal factors such as the values, feelings, temperament, and stress levels of the sender and the receiver

Grapevine communication

Informal, haphazard, and random, usually involving small groups

Use Electronic Communication Thoughtfully

Much communication now is electronic via e-mail, voicemail, or fax. The following suggestions from the University of Minnesota School of Nursing (2004) are helpful for these modes of communication: Project openness with a friendly, courteous tone Evaluate the content of received messages before reacting because messages are sometimes composed in haste and might not reflect the sender's intent Clarify your understanding of messages, being sure to critique the message itself and not the sender Send messages with only pertinent details, paying attention to what the receiver will find useful and avoiding jargon Summarize issues without being overly repetitious; be as brief as possible When communication is precise and unencumbered by unnecessary detail, collaborators are more likely to perceive interactions as beneficial.

Variable Affecting Organizational Communication

Number of levels that communicate Gender Power and status

Collaboration

Nurses work with other members of the interdisciplinary health care team to: -PLAN -PROVIDE -EVALUATE Patient Care The likelihood of achieving valued patient outcomes is greatly enhanced when nurses are skilled in collaborating with other members of the health care team. Remember EI!

Types of Communication

Passive Aggressive Indirectly aggressive (passive-aggressive) Assertive

Collaborative Care: The Health Care Team

Physician; physician assistant Nurse; unlicensed assistive personnel Physical, occupational, and respiratory therapist Dietitian / Wound Care Speech pathologist Social worker Pharmacist Chaplain/spiritual care provider Case Manager

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

Elements Common to the Communication Process

Sender (encoder) Message (medium) Receiver (decoder)

Elements of Nonverbal Communication

Space Environment Appearance Eye contact Posture Facial expression and timing Vocal expression

Overall patient satisfaction

The patient finds that communication is easier with the cohesive team, rather than with numerous professionals who do not know what others are doing to manage the patient.

Effective teams are characterized by

Trust Respect Collaboration is endemic to a system in which all employees are working for the good of a goal, who have a common aim, and who work together to achieve that aim.

Communication Modes

Written Face-to-face Telephone Nonverbal

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

Passive-aggressive communication

an aggressive message presented in a passive way.

Aggressive communication

generally direct, threatening, and condescending.

Passive communication

occurs when a person suffers in silence although he or she may feel strongly about the issue.