Chapter 19
Women Solve Problems
Solve problems by Compromise, preserving relationships, communicate with sensitivity
Men Solve problems
Solve problems by working towards winning, focus on goals and move aggressively, communicate to achieve purpose
Verbal Communication
Spoken word that can change meaning based on tone and attitude
Assertive Communication
States wants, needs, desires, and feelings using objective and direct comments. Uses the facts with confidence
Feedback
The response from the receiver, a dynamic process feedback loop
Inter Professional Team Communication
Variety of disciplines approaching health care from unique perspectives, listening and positive communication
Preconceived Ideas
impact interpretation, conceptions, thoughts or opinions that the receiver has before the encounter
Precipitating Event
impact interpretation, event or situation that prompted the communication
Context and Environment
impact interpretation, everything happening around the communication
Nature of Conflict
not good or bad, must have professional communication to solve
Generation X
skeptics who value a balance in work and personal life, value efficiency, expectations are immediate
Conflict Resolution Style: Collaboration
Both actively try to find solution that will satisfy them both
Conflict Resolution Style: Compromise
Both give up something to experience partial goal attainment
Aggressive Communication
Claims rights in a way that violates others. Commanding, dominant, and accusatory.
Negative Communication techniques
Closed Communication style (yes/no questions), blocking (noncommittal or generalizing), False Assurances, Conflicting messages, Logical Fallacies
NonVerbal Communication
Confirms or denies spoken words by posture, body movement
Positive Communication Techniques
Developing trust, Using "I" Messages, Eye contact, Keeping promises, Expressing Empathy, Using Open Communication, Clarifying information, being aware of body language, using touch
Filtration
Forgetting to mention or not listening to certain information
Traditionalists
High premium on formality, top down chain of command. Makes decisions based on what has worked in the past. Dislike tattoos/piercings.
Millenial
Highly collaborative and optimistic, prefer positive communication, organizational group decision making.
Baby Boomers
Highly competitive, strive for recognition, place value on earning respect
Interpretation
How people understand the communication
Style of Transmission
Impacts interpretation, How you convey the message, sentence style, body language, organization
Personal Perceptions
Impacts interpretation, all that the person knows about a situation or circumstance based on what the senses discover/interpret
Past Experience
Impacts interpretation, reactions from receivers may be biased by previous events
Passive Communication
Influenced or acted upon without acting in return, apologetic. Disconnected and fails to say what it meant
The Communication Process
Interpretation, Filtration, Feedback
Red Herring
Introduction of irrelevant topic to divert attention from real issue
Cultural diversity
Language, cultural customs (touch, eye contact...)
Conflict Resolution Style: Force
One person achieves goals at the expense of other person
Conflict Resolution Style: Accommodation
One person puts aside their goals to satisfy the other
Conflict Resolution Style: Avoidance
One person uses passive behavior and withdraws
profesional communication
empathy, equality, openness, positiveness, supportiveness
Written and Electronic Communication
Accuracy, Attention to detail, Thoroughness, conciseness
Conflict Resolution
All must view it as a problem to be solved mutually
Ad Hominem
Attacking a person rather than facts, to discredit another
Appeal to Emotion
Attempt to manipulate other's emotions to avoid real issue
Passive Aggressive Communication
Avoid direct confrontation, manipulate others to achieve personal goals. Wins by making others look bad.
