N209: Communication & Collaboration
Which form of communication is primarily directive? A. Upward B. Downward C. Horizontal D. Diagonal
B. Downward Rationale: Upward communication generally allows for more employee input, whereas a downward channel is more directive
Tell whether the following statement is True or False: Being assertive will increase your chance of getting what you want. A. True B. False
B. False Rationale: The idea that assertiveness increases your odds of getting your way is in fact one of several myths about assertiveness
A nurse "suffers in silence" instead of speaking up about scheduling conflicts. This is an example of which of the following types of communication? A. Aggressive B. Passive C. Indirectly aggressive D. Assertive
B. Passive
When does communication begin? A. When two or more people are in each other's presence B. When people become aware of each other's presence C. When a written or verbal message is exchanged
B. When people become aware of each other's presence Rationale: Communication can take various forms (written, verbal, and nonverbal), but it begins as soon as people become aware that they are in one another's company
Examples of Team communication
"Time out"procedure Debriefing after an action report Debriefing after an unusual occurrence Risk analysis Like names alert High risk for falls bands
What is Collaboration?
"True collaboration--which means a work culture where joint communication and decision making among all members of the healthcare team becomes the norm--is not an event. It's an ongoing process that grows over time"
Misconceptions and Myths about Assertiveness
+All behavior is either assertive or passive +To get what you want, all you must do is be assertive +Being assertive will: +Increase the odds of getting what you want +Increase your self-esteem +To be assertive is to be aggressive +Assertiveness is unfeminine +Assertive communication is rude or insensitive
Communication
+Communication begins the moment two or more people become aware of each other's presence +Communication is perhaps the most critical leadership skill +Organizational communication is a high-level management function +Communication impacts all management activities and cuts across all phases of the management process +The ability to communicate effectively often determines success as a leader-manager
Organizational Communication Strategies
+Leader-managers assess organizational communication +Leader-managers understand the organization's structure and recognize who is affected by decisions +Communication is not a one-way channel; communication must be clear, simple, precise +Senders should seek feedback whether communication is received +Multiple communication methods should be used +Unnecessary information should not be disclosed
ANA/NCSBN Principles for Social Networking
1. Nurses must not transmit or place online individually identifiable patient information 2. Nurses must observe ethically prescribed professional patient-nurse boundaries 3. Nurses should understand that patients, colleagues, institutions, and employers may view postings 4. Nurses should take advantage of privacy settings and seek to separate personal and professional information online 5. Nurses should bring content that could harm a patient's privacy, rights, or welfare to the attention of appropriate authorities 6. Nurses should participate in developing institutional policies governing online conduct
Diagonal communication
Between individuals at differing hierarchy levels and job classifications
Horizontal communication
From peer to peer
Upward communication
From subordinate to superior
Downward communication
From superior to subordinate
Components of a Business Memo
Header Opening, context, and task Summary, discussion segment Closing segment, necessary attachments
External climate
Includes external factors such as the weather, temperature, timing, status, power, authority, and the organizational climate itself
Internal climate
Includes internal factors such as the values, feelings, temperament, and stress levels of the sender and the receiver
Grapevine communication
Informal, haphazard, and random, usually involving small groups
Use Electronic Communication Thoughtfully
Much communication now is electronic via e-mail, voicemail, or fax. The following suggestions from the University of Minnesota School of Nursing (2004) are helpful for these modes of communication: Project openness with a friendly, courteous tone Evaluate the content of received messages before reacting because messages are sometimes composed in haste and might not reflect the sender's intent Clarify your understanding of messages, being sure to critique the message itself and not the sender Send messages with only pertinent details, paying attention to what the receiver will find useful and avoiding jargon Summarize issues without being overly repetitious; be as brief as possible When communication is precise and unencumbered by unnecessary detail, collaborators are more likely to perceive interactions as beneficial.
Variable Affecting Organizational Communication
Number of levels that communicate Gender Power and status
Collaboration
Nurses work with other members of the interdisciplinary health care team to: -PLAN -PROVIDE -EVALUATE Patient Care The likelihood of achieving valued patient outcomes is greatly enhanced when nurses are skilled in collaborating with other members of the health care team. Remember EI!
Types of Communication
Passive Aggressive Indirectly aggressive (passive-aggressive) Assertive
Collaborative Care: The Health Care Team
Physician; physician assistant Nurse; unlicensed assistive personnel Physical, occupational, and respiratory therapist Dietitian / Wound Care Speech pathologist Social worker Pharmacist Chaplain/spiritual care provider Case Manager
Actions to Take When Under Attack by an Aggressive Person
Reflect Repeat the assertive message Point out the implicit assumption Restate the message by using assertive language Question
Elements Common to the Communication Process
Sender (encoder) Message (medium) Receiver (decoder)
Elements of Nonverbal Communication
Space Environment Appearance Eye contact Posture Facial expression and timing Vocal expression
Overall patient satisfaction
The patient finds that communication is easier with the cohesive team, rather than with numerous professionals who do not know what others are doing to manage the patient.
Effective teams are characterized by
Trust Respect Collaboration is endemic to a system in which all employees are working for the good of a goal, who have a common aim, and who work together to achieve that aim.
Communication Modes
Written Face-to-face Telephone Nonverbal
Assertive communication
a way of communicating that allows people to express themselves in direct, honest, and appropriate ways that do not infringe on another person's rights
Passive-aggressive communication
an aggressive message presented in a passive way.
Aggressive communication
generally direct, threatening, and condescending.
Passive communication
occurs when a person suffers in silence although he or she may feel strongly about the issue.