NURS 321: Leadership Module 2.02

Disadvantages of Face-to-Face Interaction

-emotions may show up in nonverbal cues -in-person communication happens in real time -no documentation unless taking notes -requires the other person's presence

A nurse manager is using face-to-face communication when discussing a staff member's performance evaluation. What does the manager determine are the benefits of this method of communication in this situation? (Select all that apply.)

It will strengthen the connection between the manager and staff member., The manager can determine if the staff member understands the evaluation., It will combine verbal and non-verbal communication to convey messages.

A nurse working in a large, diverse university hospital informs the charge nurse, 'I never know how far apart to stand from someone since we have patients from many cultures.' What is the best response by the charge nurse?

The degree of space is going to vary with cultural norms.

A nurse manager is conducting a meeting with staff. What factors may significantly influence how communication is received and perceived during the meeting? (Select all that apply.)

The level of the manager, Stress levels, Gender differences *Levels of authority and gender are external environmental factors that may impact how a message is received. How a person processes stress is an internal environmental factor that may also affect how the person perceives or receives a message. The mission of the unit impacts process and actions by the staff, but is unlikely to play a role in how communication is received or perceived. The age of the manager does not play a role in how the communication is received and perceived.

What is the core of everything you do as a nurse?

communication!

Advantages of Face-to-Face Interaction

-In person, you can use the power of combining verbal and nonverbal messaging to convey meaning and reduce the possibility of misunderstanding -You can read the other person's nonverbal cues -helps build relationships and strengthens connection -The sychronous nature can allow for issues/misunderstandings to be resolved quickly

Strategies for Effective Face-to-Face Interaction

1. Know your starting point (what is the internal/external environment?) 2. Choose your location 3. Customize the message 4. Check understanding 5. Show interest (use nonverbal cues to convey interest) 6. Be aware of the rhythm (pick up on cues)

Nonverbal communication is thought to make up what percentage of the communication process?

50-70% Researchers believe that body language (including facial expressions, body movements, and gestures) account for between 50% and 70% of all communication.

Nonverbal cues can convey up to what percent of our message?

93%

Rapidly advancing communication technology has great potential for increasing the productivity and effectiveness of an organization. What is the threat or challenge that exists with new methods that include intranet and electronic information systems?

Pose a threat to patient confidentiality

Not everyone likes to be touched....

so using the nonverbal cue of touch with everyone would not be effective or authentic. In general, modeling is a great teaching tool; however, modeling interruption instead of honoring the flow of a conversation would not create the connection this doctor seeks. Hesitation often diminishes the effect of the statement and is not an effective means of nonverbal communication.

New forms of communication technology pose a threat to patient confidentiality because....

the platforms can be breached by unauthorized users. Any breaches in confidentiality should be handled immediately by the nurse leader. Health care facilities have developed policies and procedures to protect the confidentiality and privacy of personal and patient information; however, the threat continues to exist.

The American Nurses Association and the National Council of State Boards of Nursing have established principles for social networking.

TRUE; In 2011, the Principles for Social Networking and the Nurse was published by the American Nurses Association, in conjunction with National Council of State Boards of Nursing. It has established the six principles for social networking to protect patients' right to privacy.

A new nurse leader asks for strategies to improve communication skills since there has been a large turnover of nursing staff. What suggestion from the director would be beneficial for the nurse leader?

Be congruent in your verbal and nonverbal communication *The nurse leaders should always be congruent in what is being said as well as body language and gestures during communication. The receiver then knows the message is being heard. Assertive technique and not aggression should be used in communication. Insincere listening will not improve communication skills and will destroy any trust in the relationship between the staff and nurse leader. Messages should be restated using assertive, not passive, language.

A health care provider is attempting to improve their connection with the nursing staff. What communication strategy would be appropriate for the health care provider to use to make this change?

Maintain eye contact and nod or vocalize to show interest in conversation.

face-to-face communication

Misunderstandings can definitely happen in-person; however, by aligning verbal and nonverbal cues and checking understanding in the moment, you can minimize misunderstanding. Face-to-face communication will strengthen the connection between the two and give each the opportunity to ask and answer questions. The manager can ask questions and seek clarification that the staff member understands the performance evaluation. The manager and the staff member can observe verbal and nonverbal cues to understand more than just the spoken word. Face-to-face communication does not ensure that the staff member will agree with the performance evaluation but will present an opportunity to refute any potential disagreement.

The degree of personal space required depends on who is talking and the situation. It also varies according to cultural norms.

Some cultures require greater space between the sender and the receiver than others. In the United States, between 0 and 18 inches of space is typically considered appropriate only for intimate relationships; between 18 inches and 4 feet is appropriate for personal interactions; between 4 and 12 feet is common for social exchanges; and more than 12 feet is a public distance. Most Americans claim a territorial personal space of about 4 feet.