NURS 321: Leadership Module 2.01

When is Written Communication best used?

-When you need to establish a common understanding about policies/procedures -If there is an internal or external announcement -when it's important to have a record for future reference

How do you leverage the impact of nonverbal communication?

-be aware -confirm understanding -consider the situational and cultural context

How can you increase the effectiveness of a written message?

-clear and concise -include what action you want them to reply with with deadline -stay away from -use common teminology emotionally charged words that invoke negativity -focus on what you would like to be different rather than placing blame

How can you increase the effectiveness of verbal communication?

-clear, concise, direct -common terms -staying positive or at least neutral *you can gauge how well your message is being received and can ask them to state their understanding of the message

Nonverbal Communication is....

-perceived quickly -very often misinterpreted -can be culturally specific -takes precedence

What does nonverbal communication include?

-volume/tone of voice -added affectations -eye contact -posture -appearance -touch

When is Verbal Communication best used?

-when you need immediate acknowledgement -you need to ensure understanding due to cultural or developmental barriers -you need to address personal or motional issues.

How much of what we communicate is conveyed through body posture, facial expressions, and tone of voice?

50-70%

Which of the following is a form of communication that allows people to express themselves in direct, honest, and appropriate ways reducing tension in the workplace?

Assertive Communication

A nurse leader is introducing a new glucometer protocol to members of the staff. What method of communication would best be used to make all staff aware of this change?

Written Communication; Written messages and texting allow for documentation. Verbal communication is rapid but may result in fewer people receiving the information than necessary. A telephone call is rapid and allows the receiver to clarify the message at the time it is given but does not ensure receipt of the message. Nonverbal communication does not relay a message and is open for interpretation. It would not clearly communicate the new protocol.

Many people confuse assertive communication with aggressive communication,

and therefore, the assertive communication technique can be associated with negativism.

diagonal communication

between various team members and managers at all levels

When do you NOT use written communication?

if you need immediate acknowledgment of message or urgent reply. Also, don't use if message is personal or if it may come across as callous or unfeeling.

grapevine communication

informal, haphazard, and considered random

horizontal communication

peer to peer

upward communication

subordinate to superior

When do you NOT use verbal communication?

-when you want a record of the conversation for future reference -If the external environment is too distracting -If you can tell that your internal climate or the receivers is not right

A nurse manager is assessing the internal climate of communication with a group of staff members prior to a meeting. What would the manager consider to be a part of the internal climate of communication?

Values, Feelings, Stress

External climate of communication

what's going on around you

The internal climate includes

values, feelings, temperament, and stress levels of the sender and the receiver.

A nurse manager is relaying information about staffing changes to the staff on the night shift. What form of communication is the nurse manager using to deliver the changes?

Downward; In downward communication, the manager relays information to subordinates. In diagonal communication, the manager interacts with personnel and managers of other departments and groups such as providers, who are not on the same level of the organizational hierarchy. In horizontal communication, managers interact with others on the same hierarchical level as themselves who are managing different segments of the organization.

A nurse manager wants to increase the effectiveness of communication with a staff member since the staff member did not respond positively to the same message previously. What action by the manager would improve the communication? (Select all that apply.)

Make the message clear and concise., Use common terminology., Stay positive when sending the message., Have the staff member state understanding of the message.

A charge nurse informs a staff nurse that they will be admitting the next patient that arrives on the unit. The staff nurse states acceptance and then proceeds to tell the other nurses that the charge nurse is unfair. What type of communication is the staff nurse displaying?

Passive-aggressive communication occurs when a person sends an aggressive message in a passive way. It involves limited verbal exchange by a person who feels strongly about a situation. They feign withdrawal in an effort to manipulate the situation. They may say yes when they want to say no and then complain about others behind their back. Passive communication occurs when a person suffers in silence although they may feel strongly about the issue. Aggressive communication is direct, threatening, and condescending.

Channels of communication include upward communication, downward communication, horizontal communication, diagonal communication, and grapevine.

TRUE; Channels of communication used by nurse leaders and managers include upward (subordinate to superior), downward (superior to subordinate), horizontal (peer to peer), diagonal (between various team members and managers at all levels), and grapevine (informal, haphazard, and considered random).

Effective leadership requires the nurse manager or leader to develop verbal communication skills in order to decrease tension in relationships, decrease anxiety, and prevent depression.

TRUE; The most important skill required to function well as a nurse leader/manager may be the ability to effectively communicate. Effective communication transmits information in a clear, precise manner assisting with good interpersonal skills including sensitivity and respect for others.

The message should be clear and concise so that the receiver can understand what?

so that the receiver can understand what the manager is stating. It is beneficial to have the staff member clarify by stating their understanding of the message. Whenever delivering communication, it is proper to stay positive, or at least neutral. Use a common terminology so that the receiver understands what is being said. If the same technique is used, it is likely that the receiver of the message will not understand.

The external climate includes

status, power, and authority, as well as weather conditions, temperature, timing, and the organizational climate.

downward communication

superior to subordinate

Internal climate of communication

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