Contemporary Nursing-Chapter 18: Effective Communication and Conflict Resolution
What are False Assurances?
"Don't worry" "It'll be okay"
What is filtration in context of communication?
"Filtering out" part of intended communication that is essential to correct understanding.
Why do we use "I" statements?
"You" statements put the receivers defenses on alert. "I" statements sound much less accusatory.
Communication by Generation X
*High Divorce Rate among their parents, working mothers, latch-key phenomenon* -Skeptics -Balancing work and personal life -Brief and Direct Communication
Communication by Milennials
*Newest members of workforce* -Collaborative -Optimistic -Striving for Balance
Ad hominem abusive
-Attacking person rather than issue -Speaker hopes to discredit person by calling attention to irrelevant fact
What influences the interpretation of information?
-Context -Environment -Precipitating Event -Preconceived Ideas -Style of Transmission -Experiences -Personal Perceptions
What are some distractions of good listening?
-Framing an answer when other person is still talking -Environmental disturbances -Preexisting concerns -Ineffective Engagement -Peculiar Mannerisms
Good Listening Habits
-Giving undivided attention to sender. -Providing feedback -Positioning -Nonverbal -Active Listening
What are Logical Fallacies?
-Influential arguments based on flawed logic
What are some harmful consequences of conflict?
-Negative effect of emotional and physical well-being -Emphasis on personal welfare over that of the group -Diversion of time and energy from important goals -Financial and Emotional costs -Personal Fatigue
Where is it appropriate to discuss personal patient issues?
-Nurses Stations -Utility Rooms -Other Controlled environments
Enriching Communication through Body Language
-Open stance with arms to the sides -Leaning toward the patient
Characteristics of Positive Communication?
-Openness -Empathy -Supportiveness -Positiveness -Equality
How do nurses develop trust?
-Openness on the part of the nurse -Honesty -Integrity (Confidentiality) -Dependability (Keeping Promises) -Clear Communication -
Why cant a Nurse text information to others?
-Receiving individual cannot verify unequivocally the identity of the person sending text message -cannot place text in permanent record of patient -anything sent electronically can be inadvertently misdirected or intercepted.
What are some beneficial consequences of conflict?
-Recognition of talents and innovative ability -Identification of outlet for expression of aggressive urges -Introduction of innovation and change -Diagnosis of problems and areas of concern -Establishes unity,
What are the three primary components?
-Sender -receiver -Message -Dynamic cyclic process where receiver becomes sender and vice versa
What influences the meaning of speech?
-Some words have several meanings -Tone or inflection affects meaning -True meaning of statement may be contained in emphasis
Appeal to Common Practice
-Something is okay because most people do it
Communication by Baby Boomers
-Strive for Recognition -Personable Style of Communication -Top Down organizational approach -Value Respect
What are potential board of nursing actions/charges for inappropriate use of social media?
-Unprofessional Conduct -Unethical Conduct -Moral Turpitude -Mismanagement of Patient Records -Revealing Privileged Communication -Breach of confidentiality
What are the five elements of Communication?
-Who relays the message? -What is the message? -In what way is the message relayed? -With what effect is the message relayed?
How do Women communicate?
-Work towards compromise -Preserving relationships -Sensitivity -Value communication
How do Men communicate?
-Work towards winning -move aggressively toward accomplishment -communicate with purpose to achieve goal -communication is tool for information
What are the five conflict resolution styles?
1. Avoidance 2. Accommodation 3. Force 4. Compromise 5. Collaboration
Assertive Communication Style
Pronounces rights without violating rights. States things with direct comments.
What is the fundamental goal of all health care professionals?
Provide Quality Patient Care
What is a closed-ended question?
Question that simply requires yes or no, or simple word answers.
What is Open Communication/Questions?
Questions that require more information than yes or no.
What is feedback in context of communication?
Response from the receiver. This is a dynamic process, the receiver interprets and responds to the original message.
Why must nurses be aware of Cultural Diversity?
Slang and Colloquialisms may not translate literally. This includes Direct Eye Contact, Touch, Gestures.
What is Verbal Communication?
Spoken Word
Why do we clarify information?
To be certain the receiver is correctly interpreting what is being said. "What I hear you saying is..."
Why do we use touch?
Touch can demonstrate genuine interest and concern for our patients.
What is Positiveness?
Using agreement as a basis for approaching disagreements and impasses. Conflict is viewed as positive.
Passive - Aggressive Communication
Avoiding direct communication, manipulating others to achieve their personal goals, gossiping, playing victim.
Slippery Slope
Believing that event will inevitable follow another without real support for belief.
What is Collaboration?
Both people actively try to find solutions that will satisfy both parties.
What is Compromise?
Both people give up something to experience partial goal attainment.
Why is it important to keep promises?
Breaking promises destroys trust in interpersonal relationships.
Aggressive Communication Style
Claiming basic rights in ways that violated the well being of others. Commanding, dominant, superior attitude.
Hasty Generalizations
Coming to conclusion on basis of a very small number of examples.
What causes conflict (according to the book)?
Conflicts stem from differences in goals or desires. One person has information that another doesn't have or two individuals have different sets of information. People see things based on their unique belief systems.
Why is Eye Contact Important?
Demonstrates undivided attention to patient. This is a Western culture value.
Why is Empathy important?
Empathy helps us understand the experiences of other people. Helps nurse assist the patient through a true understanding of what the individual is feeling and needs.
What is Non-Verbal Communication?
Factors that confirm or deny spoken word. Example: -Facial Expression -Eye Contact -Posture -Body Movement
What is Empathy?
Feeling what other person is feeling and seeing the situation as he or she sees it. Also, believing the other persons feelings are valid.
What is Openness?
Feelings and thoughts stated directly and honestly without attempts to disguise real object of disagreement.
What is Supportiveness?
Feelings expressed with spontaneity rather than strategy. This requires flexibility and a willingness to change personal opinions and positions.
What are the steps to conflict resolution?
First Step-Recognize Personal Conflict Resolution Style. Second Step-Engage in Active Listening Third Step-All involved parties must view conflict as problem to be solved mutually.
Passive Communication Style
Influenced or acted upon without acting in return. Uses apologetic words.
Red Herring
Introduction of irrelevant topic to divert attention away from the real issue
How do we prevent conflict?
Maintaining an environment supportive of professional communication enables conflict to be handled appropriately with positive outcomes.
What are Conflicting Messages?
Messages when Verbal and Non-Verbal communication do not agree.
Can a Nurse txt patient information to others?
No-The Joint Commission deemed this practice is not acceptable.
What is 'Blocking'?
Nurse responds with noncommittal or generalized answers. This is a bad practice.
What is Force?
One person achieves their goal at the expense of another person.
What is Accommodation?
One person puts asides personal goals in order to satisfy the other persons desires.
What is Avoidance?
One person uses passive behaviors and withdraws from conflict. Neither person is able to pursue goals.
Appeal to Tradition
Performing action because that is the "way it has always been done"
Straw Man
Persons Position on topic misrepresented
What is attitude?
Predisposition or tendency to respond in one way or another.
What is Equality?
All participants in the process are equal. Respect for individuals is apparent. People are comfortable expressing themselves freely and openly.
What are the types of Communication Styles?
Assertive Aggressive Passive Passive-Aggressive
Confusing Cause and Effect
Assuming one event must cause another just because two events occur together.
Appeal to Emotion
Attempt to manipulate other peoples emptions to avoid real issue.