Chapter 2 Communication and Teamwork
Communication requires both
A sender and a receiver
Communication is usually
focused, task oriented, and at times intense
Group think establishes
unwritten, unspoken rules
No excuse is possible for
verbal abuse
Verbal abuse
verbal abuse is a significant problem in the operating room.
Good Communication is not
Accidental. It requires skill and practice but can be difficult
Healthcare professionals are required to
Achieve a level of cultural competence because their patients welfare depends on it
Listening requires
Active participation
Clear communication
Among coworkers is equally important, because it produces cohesion, harmony, and efficiency in the workplace.
Blogs
Are a way for people to talk with others in their personal and perfessional community about topics tht interest them It is a way to share information and express views
Cultural belief
Are based on tradition and value system tht cannot be switched off and on
Emoticons
Are the small pictures and letters used to represent facial expressions
Communication and teamwork
Are two of the most important components of patient care
Coping with verbal abuse
Assertive behavior is one of the most effective way to counteract verbal abuse. 1. remain calm 2. remind yourself of the following facts I have the right to confront this person. I have the right not to take abuse. There is no acceptable excuse for behavior. 3. make an assertive statement. 4. sidestep the behavior 5. do not become aggressive 6. stand up for your co workers 7. if the abuse becomes violent objects are thrown or threats are made call for the supervisor 8. challenge authorities who allow abuse to continue
Parts of the message may be lost
Because the listener is distracted or impatient to speak Their thoughts are focused on what they want to say, and they fail to receive the message
Stressors in the perioperative environment
Because the operating room is a unique environment that often involves an established hierarchy and intense work The work is stressful Close teamwork is necessary People and departments compete for time, space, materials, and personnel When the patient load requires more resources than are immediately available personnel, supplies, and space. The model for the team relationships is in transition. Hierarchical Problems behaviors cause mistrust, frustration, and interpersonal conflict. The person with problem behaviors uses extreme defensive or aggressive tactics to achieve a level of social comfort. When personal attempts to resolve conflict fail, then the issue must be referred to management. When working with people with problem behaviors, one must remember to focus on the behavior, not the person
The operating room environment is
Busy, tense, and even brusque
Touch
Can be both an expression of comfort and a way of controlling people
The way a professional appears to the family
Can determine their level of trust in our ability to care for the patient. An appearance of self-care neatness demonstrates that we care about how others view us. It shows respect for the public itself.
Communication between individuals or groups
Can fail for many reasons
Silence
Can mean contemplation, shock, inability to speak, disagreement, or concentration
Barriers to communication:Environmental barriers
Communication sometimes fails simply because the environment prevents reception. And background noises, such as suction, irrigation, power equipment, or loud music, can distort communication
Touch is a powerful means of
Communication that can soothe and comfort. It can also demonstrate dominance
Problem behaviors
Do not become a complainer yourself just listen confront the complainer remove yourself from the situation
The assertive person
Does not submit to the aggression of others, but rather states his or her needs clearly, without hesitation of self effacement
Appropriate person, time, and place
Effective communication results when the delivery is appropriate to the situation. Communication should take place with the right person, at the right time, in the right place. Think about the consequences of your communication
Barriers to communication: Emotions
Emotions can block communication through distraction or prejudice
We also communicate through
Facial expression, body movement, and tone of voice
Barriers to communication: Social and cultural influences
How we perceive a problem, situation, or action sometimes depends on our social cultural background as much as our knowledge.
Tone is lost
In email communication
Feedback Effective communication
Includes clear feedback Look for cues that the receiver understands the message The sender has a responsibility to clarify the message, the receiver should give direct, specific feedback
Feedback
Is a response by the receiver acknowledging receipt of the message and its content
Communication
Is a two way process with various goals in mind
Deliberate touch
Is almost never neutral
The ability to convey information
Is critical to patient care, group morale, and team cohesion
Feedback in the healthcare setting
Is critical to patient safety. It ensures that the message was conveyed and that the receiver understood the message
Effective communication
Is crucial to understanding the patients needs, feelings, and experience
Therapeutic touch
Is purposeful touch tht conveys empathy, tenderness, and care
Verbal communication
Is spoken or written
Cultural competence
Is the ability to communicate effectively with people of different cultures snd subcultures within population
Assertiveness
Is the ability to express one's own needs and rights while respecting the needs and rights of others.
The message
Is the concept, thought, idea, or feeling that is being expressed
Aggression
Is the exertion of power over others by intimidation, loudness, or bullying The aggressive person puts his or her own needs and desires above those of everyone else
Tone
Is the manner or implied feelings behind the message, reflected in emphasis on certain words or pitch of the voice. Tone can reveal attitudes about the receiver or the contents of the message
Feedback
Is the response to the sender's message
The delivery
Is the way the message is expressed, it includes verbal and nonverbal communication
Good Communication
It increases teamwork and reinforces team goals. It increases the safety of the environment for the patient.
Role confusion
It occurs when individuals are uncertain of what is expected of them
Assertion
Means communicating your own needs and advocating for them while respecting the needs of others
Clarity
Means that the important aspects of the message are delivered without ambiguity or unnecessary information
Many people do
Not want to be touched No one has the absolute right to touch another person
The receiver
Obtains the information, processes it and gives feedback.
Communication with people
Of different cultures requires respect for all human beings
Barriers to communication:Bias
Personal bias is our preexisting opinions about people. The biased receiver already knows all he or she wants to know and is firmly rooted in a point of view
The sender
Provides information or expresses ideas and feelings,
Respect
Respect for others communicates the recognition of value, both our own and that of other people
Poor communication
Results in poor patient care, errors, conflict, and stress.
Netiquette
Short for network etiquette is a set of guidelines to help people use email and other types of Internet communication in a way the promotes personal security, respect, and clarity
The relationship between the health professional and the public
Should have clear boundaries. It is somewhat formal and mutually respectful. The professional has a duty and responsibility to keep his or her emotions in check.
Barriers to communication: lack of understanding
Sometimes the receiver does not have sufficient knowledge to understand exactly what the sender is trying to communicate
In the operating room
Speaking can spread airborne contaminants
In the healthcare setting
The exchange of information is everyone's responsibility
Conflict resolution
The goal of conflict resolution is to attempt to find a solution that is acceptable to all parties. This is called a win-win solution win-lose solution is in which one party is satisfied but the other is not.
The professional relationship
The public most often has great respect for the knowledge and skills of the professional. The public looks to the professional for reassurance. The family may believe that the health professional has privileged or undisclosed information that is hidden from. Family member may be self-conscious or embarrassed to show their emotions in front of the health professional. The health professional may feel awkward about dealing with the family's emotions and relationship with the patient.
The 5 components of communication
The sender The receiver The message Feedback Methods of communication
Body language
The way we use posture, gesture, and expression to convey ideas and messages
Alll people have a right to express
Their individual personalities unless they harm or disrespect the rights of others.
If a person does not want to express his or her true feelings about the message
Those feelings probably will be conveyed by the individual's body language
Barriers to communication: Perceptions
We make assumptions about what we see, hear, and understand based on our perception of the,situation.
People find it easy to talk
With those who have good listening skills
Barriers to communication: Lack of a desire to communicate
a person must want to communicate
Many people are reluctant to report
abuse in the workplace for fear of losing their job
The most powerful way to instill civility in a group is
to model it
Conflict cannot
be managed unless people communicate about their problems
Communication with the patient combines
clinical knowledge with care for the patient as an individual. Communication with the patient's family and friends has other qualities that require different skills
A professional's attire
communicates a sense of responsibility and accountability.
Health professionals should avoid
communicating their opinions about their facility, work colleagues, or other professionals in the health care setting to the public.
It is communication about another person or event that is
confidential or personal
The best tactic against abuse is to keep
documenting every case in which abuse occurred. Make sure you include the dates, specific procedures, and circumstances. do not include patient name
Insidious behavior that hurts people
erodes teamwork, and damages group ethics
The modern team leader is a
facilitator or enabler
The team must
identify and prioritize the steps of the process to reach the desired goal of a positive outcome for patient treatment
A team
is a group of people who come together to reach a common goal or set of goals
Criticism
is a helpful tool in correcting work habits or raising
Group think
is collective behavior and thinking It produces two categories of people: those who are in and those who are out
Sexual Harassment
is illegal Documentation of an incident is the best way to elicit disciplinary action by those in a position to enforce the law
a rumor
is information whose validity is in question
Most role confusion
is result of poor communication
Gossip
is telling and retelling of events about another's personal life. professional life, or physical condition.
Good teamwork
is the result of healthy relationships within the team
The goal of gossip
is to shock or evoke intrigue
Collaboration
is working together for a common purpose
Rude, vulgar, and offensive behavior is
not natural reaction to stress. It is a choice made by those who perpetrate it.
Conflict occurs when
one person assigns a task to another who does not have the ability or time to complete the task
Verbal abuse has a negative effect on
patient care because it causes staff members to become tense, upset, and distracted, and the result is an increase in errors. Also reduces productivity and increases staff turnover.
Verbal abuse is one of
several types of sabotage in which the perpetrator overpowers an individual by demeaning the person and devaluing him or her.
a surgical technologist
should be an independent and critical thinker, uphold high standards, and act in a professional manner in every situation
Lateral abuse
takes place among staff members of equal rank and position. The most effective management of the type of abuse is assertiveness and reporting in writing
Change
the ability to accept change is crucial to good teamwork flexibility
Politeness
the attributes of acceptable behavior include respect, gratitude, and acceptance
Setting team priorities requires consensus
which is agreement on what the goal are and how they will be reached