Chapter 19: Effective Communication & Conflict Resolution

closed communication styles

-asking yes/no questions -making inquiries or statements that require single-word answers and limit the response -crossing arms, hands on the hips -avoiding eye contact -turning away or moving away from the individual

assertive communication

-can be necessary during conflict negotiation -allows expression in direct, honest, and nonthreatening ways that do not infringe upon the rights of others -communication style that acknowledges and deals with conflict, recognizes others as equals, and provides a direct statement of feelings

which factors confirm/deny the spoken word?

-facial expression -presence or absence of eye contact, posture, and body movement -indirect nonverbal messages influence communication (dressing style, lifestyle, material possessions)

factors influencing meaning of speech

-same words can have several meanings -tone or inflection affects meaning -true meaning of a statement may be contained in the emphasis placed on a specific word

elements of assertive communication

-selecting an appropriate location for verbal exchange -maintenance of eye contact -establishing trust -being sensitive to cultural needs -speaking using "I" statements and including affective elements of the situation -avoiding "you" statements that can indicate blame -stating concerns using open, honest, direct statements -conveying empathy -focusing on the behavior or issue of conflict and avoiding personal attacks -concluding with a statement that describes a fair solution

stages of conflict

1) latent conflict 2) perceived conflict 3) felt conflict 4) manifest conflict 5) conflict aftermath

steps to resolve conflict

1) recognize one's own conflict resolution style 2) engage in active listening 3) all people involved must view their conflict as a problem to be solved mutually

false assurances

negative communication technique ex: "don't worry"

conflicting messages

negative communication technique ex: nurse says pt's condition is important by fails to answer the call bell

blocking

negative communication technique; nurse responds with noncommittal or generalized answers ex: "many people feel that way" "it'll be okay"

force

one person achieves his/her own goals at the expense of the other person

accommodation

one person puts aside his/her goals in order to satisfy the other person's desires

avoidance

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

positive communication techniques

openness, empathy, supportiveness, positiveness, equality, developing trust (keeping promises), using "I" messages, expressing empathy

what is more meaningful than the actual words spoken?

attitude

collaboration

both people actively try to find solutions that will satisfy them both

compromise

both people give up something to experience partial goal attainment