Communication, Collaboration, Conflict Resolution

Sneak

"double crossers" "backstabbers" they use gossip, and it is the primary source of recreation and entertainment. methods are a form of manipulation, shows insecurity. often have few friends. Tactics: personal digs, rumors, accusations, allegations, finger-pointing, and innuendoes. often appear very friendly when communicating face-to-face with you. use mixed rumors.

responses to conflict

-Avoidance=most overused technique, involves not addressing the conflict; lose-lose. -Competition=pursuing one's own foals at the expanse of the other; lose-win. -Accommodation=meeting the goals of the other person; lose-win. -Compromise=combines assertiveness and cooperation; lose-lose. -Collaboration=finding a mutual, agreeable solution; win-win

ATI resolving conflict

-Use "I" statements, and remember to focus on the problem, not on personal differences. -Listen carefully to what the other people are saying, and try to understand their perspective. -Move a conflict that is escalating to a private location or postpone the discussion until a later time to give everyone a chance to cool down and regain control of their emotions. -Share ground rules with participants. For example, everyone is to be treated with respect, only one person can speak at a time, and everyone should have a chance to speak. -These are actions the nurse can take to promote open communication and de-escalate a conflict. Steps include: 1.) Identify the problem 2.)Discuss possible solutions 3.)Analyze identified solutions Select a solution 1.)Implement the selected solution 2.)Evaluate the solution's ability to resolve the original problem 3.)Negotiation is also brought up in this section. Negotiation is the process by which interested parties will; resolve ongoing conflicts, agree on steps to take, bargain to protect individual or collective interests, and pursue outcomes that benefit mutual interests.

Persecutor

-called the dictator -superior to others and being in control. -puts others down -inconsistent.

Communication Barriers

-unlcear/unexpressed expectations -confusion -retaliation -desire for power -control of others -negative reputation -manipulation -low self-esteem -biased perceptions -inattention -mistrust -anger -fear or anxiety -stress -insecurity -prejudice -interruptions -preoccupation

twenty worst job interview mistakes

1.)arriving late. 2.) arriving too early. 3.)dressing wrong 4.)having your cell phone or beeper go off during the interview and answering it. 5.) drinking alcohol or smoking beforehand 6.) chewing gum and or blowing bubbles. 7.)bringing along a friend. 8.)not being prepared 9.)calling the interviewer by his or her first name. 10.) no knowing your strengths and weaknesses. 11.) asking too many questions. 12.) not asking any questions 13.) asking about pay and vacation as the first questions 14.) accusing the interviewer of discrimination. 15.) bad-mouthing your present or former boss or employer 16.) name dropping to impress the interviewer. 17.) appearing lethargic, unenthusiastic. 18.) weak, "dead fish", or bone crusher handshake. 19.) looking at your watch during the interview. 20.) losing your cool or arguing with the interviewer.

Communication Styles

Assertive: Preferred style of communication. Honest and direct and accurately expresses the person's feelings, beliefs, ideas, and opinions. Respect for self and others . Disagreements and discussions are considered to be a healthy part of the communication process. Aggressive: lack self-confidence. promotes self rights with little regard or respect for for the rights and opinions of others. humiliates, controls, dominates, or embarrasses. Nonassertive: allow their rights to be violated by others. promotes avoiding negative criticism and disagreement from people. could be passive aggressive.

Communication builders

Nonverbal Communication Builders 1.) Eye contact: using eye contact while communicating is a sign of interest in the person and says "what you are saying is important to me." 2.)Stop what you're doing: indicates the other person is more important then the task you are doing. 3.) Nod the head: indicates you are listening closely to what is said and you either agree with them or accept what they are saying. 4.)Positive facial expressions: smile or look surprised shows what the other person is saying is being accepted. 5.)Sitting or standing in close proximity: shows the other person that they have your full attention. 6.)Open posture, directly facing: arms and legs are uncrossed while directly facing the speaker says, "I am open to what you are saying." 7.)Listening empathically: says, "Wow, you really got what I said." 8.)Light touch: can send a message of reassurance. Use caution with touch and certain cultures. Paraverbal Communication Builders 1.)Silence: provides the speaker time to think about what they said and are going to say. 2.)Tone: Eases the situation. Verbal Communication Builders: 1.)Encouraging words: use words such as "okay" "right" "tell me more" encourages the speaker to keep talking. 2.)Ask open ended questions: "tell me more about what made you angry" 3.)Use "I" rather then "you" message: people are less likely to perceive a communication as a personal attack when the conversation begins with an explanation of a personal view of the situation or even how feelings where affected. 4.)Ask clarification questions: seeks more information and keeps the speaker talking. 5.) Reflecting feelings and emotions: use when there is a mismatch between what the person is saying and what their body language is saying. 6.)Repeating what was just said: restating helps clarify what the person is saying. 7.) Never interrupt: Just let them continue speaking. They dont want to hear about your problems 8.) Reviewing what was said: use statement such as "Okay we've been talking for a while, and it seems like you said that you are anxious because .... is that a correct summary?" 9.) Acknowledging what was said: this is a combination of reviewing and identifying emotions. It makes the speaker feel that what he or she is saying has value and that someone cares about their issues. Environmental Communicaiton Builders 1.)Calm, nonthreatening environment: a quite room with subdued lighting is the ideal location to help build communication.

Communication Blockers

Nonverbal communication blockers: 1.) Eye rolling: sending a message of not caring about what the other person is saying. 2.) Arm and leg folding: indication of disapproval or boredom. 3.) Slouching, hunching, turning away: listener is not interested in what is being said. 4.) Fidgeting: picking fingernails, drumming the fingers, playing with buttons or jewelry, frequent shifting in the chair, listener is experiencing extreme boredom. 5.) Deep loud sighs: tells the other person they are boring 6.) Multiple watch or clock checks: boredom. 7.)Continuing with an activity while the other person is talking: "what I am doing is more important." 8.)Failure to make eye contact: shows disapproval. 9.)Turning or failing to pay attention: "I'm not listening, what you're saying isn't important." Verbal: 1.)Automatic Defensiveness: first thing he or she says is of defensive nature. 2.) Asking closed ended questions: questions where answers only require 1-2 words. 3.)Accusing or Blaming: the other person is wrong even before given a chance to provide his or her side of the story. 4.)Using Sarcasm: sends message that the other person is not respected and not trustworthy. 5.)Constant Interruptions: the person interrupting feels he/she has something more important to say. 6.) Judging, name calling, and diagnosing: "you messages" indicating that there is something wrong with the other person. 7.) Stating opinions as proven facts: prevents the other person from expressing their opinions. 8.)Making generalizations, being patronizing, and offering vague reassurances: categorizes the person i.e. "don't worry everything is going to be alright." 9.)Telling people how they should feel: invalidates the other person's feelings. 10.) Changing the subject 11.) Expecting mind reading 12.)Shaking or pointing fingers while speaking: combines verbal and nonverbal blockers. 13.)Walking away: ultimate communication blocker. Paraverbal Communication Blocker: 1.) Threatening, ordering, getting in someone's face. 2.) Yelling, calling names, and hurling insults. 3.) Nonstop, rapid talking: trying to show dominance. Environmental Communication Blockers: 1.) Experiencing change: fear of being criticized closes individuals off to positive suggestions and new ideas. Nurses need to keep in mind that the communication abilities of clients experiencing change will be blocked in much the same way as those of nurses experiencing change. 2.)Grief experiences: 5 stages of grief. 3.)Stressful situations 4.) Policy change 5.) Tension and anxiety

steps for dealing with Inappropriate sexual harassment from clients

Step 1. Confrontation of the offender Step 2. Notify the supervisor of the harassment Step 3. Careful documentation Step 4. Involve others

factors that affect communication

change-fear of the unknown anger-positive/negative expression group dynamics-unwritten rules competition-peer evaluation working environment-coping with difficult behavior

encode

receiver's responsibility to listen, process, and understand

decode

respond to sender giving feedback

Forbidden topics in interview

sexual preferences, age, race, plans for family, personal living arrangements, significant others, religious/political beliefs.