Download Getting People to Work Together

Getting People to Work
Together
N.V. PETRENKO
Objectives
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! Define the basic listening sequence
! Discuss the importance of effective
communication
! Make appropriates assignments to team
members
! Develop a system for organizing and delivering
client care
Communication
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! Is a complex, ongoing dynamic process in
which the participants simultaneously create
shared meaning in an interaction
! Goal is to approach, as closely as possible, a
common understanding of the message sent and
the one received
Process of Communication has been
viewed as consisting of five elements
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– Encoder or sender
– Message or information to be conveyed
– Sensory channel or method of sending
– Decoder receives the message
– Feedback or return to the sender indicates the
degree of understanding of the message
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! Speaker
– Influenced by past conditioning, present
situation, communicative purpose, level of
knowledge, speaking skill, attitudes toward self,
subject, and listener
! Feedback
– Causes speaker to alter his or her verbal or
nonverbal behavior
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! Message
– Has content, structure, and style
! Channel
– Limits or shapes message to one or more
! Feedback
– Causes speaker to modify message
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! Listener
– Influenced by conditioning, purpose, situation,
and attitudes toward self, subject, and speaker
! Response
– Feedback to the speaker in the form of visual
or verbal signals
Method of Communication
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! Written Communication
! Verbal Communication
! Nonverbal Communication
! Visual
! Kinesthetic
! Mechanical
Channels of Communication
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! Verbal
– Employs words
– Written
– Spoken
– Language ismutually
understood
– Communication is easy
to control
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Nonverbal
– Employs behaviors
– Conveys messages that
are not written or spoken
– Unconscious
– More difficult to
control than verbal
communication
Paralanguage
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! The nonverbal component of spoken language
! Affects the interpretation of the message
Components of Paralanguage
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! Paralanguage affects the following nonverbal
components of speech:
– Rhythm
– Pitch
– Stress
– Information
– Rate
– Volume
Understanding the Message is
Influenced by
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! Culture
! Knowledge
! Needs
! Goals
! Previous experiences
! Values
! Roles
! Abilities
Components of the Basic Listening
Sequence
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! Listening is the most critical of all communication
skills
! Eye contact requires the listener to look at the speaker
! Attentive body language conveys interest and
openness
! Vocal qualities include pitch, volume, and rapidity of
speech
! Verbal tracking is paying attention to what is being
said-paraphrasing
Seven Priniciples of Effective
Communication
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! Information giving is not communication
! The sender is responsible for clarity
! Use simple and exact language
! Feedback should be encouraged
! The sender must have credibility
! Acknowledgment of others is essential
! Direct channels are best
Directions of Communication (1)
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! Formal or informal communication may be
downward, upward, lateral, or diagonal
– Downward (manager to staff) is often directive
– Upward (staff to management or lower
management to middle or upper management)
involves reporting pertinent information to
facilitate problem solving and decision making.
Directions of Communication (2)
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Lateral communication occurs between
individuals at the same hierarchical level (nurse
managers, department heads)- involves
information sharing, discussion and negotiation
– Diagonal communication involves individuals
or departments at different hierarchical levels
(staff nurse to chief of medical staff)-involves
information sharing, discussion and negotiation
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Calmly repeat a negative reply without justifying
it
– Be honest about feelings, needs, ideas, use “I”
– Accept and or acknowledge your faults calmly
and without apology
Assertiveness in Communication
! Assertiveness describes behaviors that people can
use to stand up for themselves and their rights
without violating the rights of others
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! Assertiveness helps to identify problems and
facilitate problem solving and decision making
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Some say Nurses lack assertiveness
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! Had you rather work to maintain harmony than
voice opinions that may result in confrontation?
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! Assertiveness does not force agreement
between participants but permits them to
disagree
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! Promotes clarification of each position.
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! Communication may be passive, aggressive,
passive-aggressive, or assertive
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– Passive does not voice opinions
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– Aggressive expresses their opinions in a
hostile way infringing on others
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– Passive aggressive is aggressive
communication in a passive manner
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! Aggressiveness describes behaviors that people use to
force their wishes or ideas on others
! In assertiveness, use “I” rather than “you”
! The nonassertive person often attempts to avoid
problems by remaining silent when he or she is angry
! The aggressive person responds to the emotional
aspect of the situation, alienating others
! The assertive person responds appropriately at the
appropriate time
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! In being assertive, one has the right to speak up
but should also be a listener
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! Assertiveness does not force agreement
Effective Communication in the
Workplace
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! Many do not accept responsibility or perform a task
because they do not fully understand what is expected
of them.
! Barriers to communication may be
– Physical
– Psychological
– Semantic and
– Gender
Factors Influencing Communication
! Psychological “noise’ such as increased anxiety
may interfere with the ability to pay attention to
the other speaker.
 – Social values, emotions, judgments, and
cultural influences also impede communication.
 ! Gender Barriers
 – Boys learn to use communication as a way to
negotiate and to develop independence
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Girls use communication to confirm, minimize
disparities, and create or strengthen closeness
Gender
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! Men concentrate on
individual performance
! Talk more, longer, and
faster
! Focus on content
! Are more responsive to
superiors
! Express views more
! Disagree more
! Withdraw when stressed
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Women use descriptive
Language
! Relate personal experience
! Use open communication
techniques to seek and clarify
! More responsive to
subordinates
! Perceive verbal and
nonverbal messages
! Withdraw from conflict
! Seeks to be heard
! Requires validation
Cultural Background
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! Women constitute 58 % of the workforce;
minorities, 1/3
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! Cultural attitudes, beliefs, and behaviors all
affect communication
Organizational Policies, Norms
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! Face to face verbal communication is
considered the most effective method of
communication, followed, in diminishing order,
by the telephone, voice mail, electronic mail, and
finally written
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! Difficult communication should be relayed face
to face
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! Open, direct, and timely interactions between
employees uncover problems and facilitate
problem solving and decision making
– Avoid over apologizing
– Avoid defensive, adverse reactions, such as
aggression, temper tantrums, backbiting,
revenge, slander, sarcasm, and threats
– Use body language that is appropriate and
matches the verbal message (eye contact,
posture, gesture, facial expression)
Facilitating Good Communication
! Practice active listening
 ! Communicate genuine interest and concern
 ! Provide the employee with adequate
information
 ! Use the team members’ ideas in the plan of
action
 ! Maximize feelings of self-respect
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! Focus on the team members’ abilities
! Do not minimize the value of time allowed to
learn
! Praise competent performance
! State expectations clearly
! Be willing to look at alternatives that others
may feel important
! Demonstrate respect for others
Communication with Colleagues
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! Promote trust and sincerity
! Keep lines of communication open on all levels
! Use active listening skills and assertive behavior
! Provide adequate information
! Maximize feeling of self-respect
! Focus on the abilities of your team
! Praise
! State your expectations clearly
! Look at alternatives
! Demonstrate respect
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! Use telephone etiquette
– Identify yourself
– Speak clearly
– Be courteous
– Indicate your reason for calling
– Indicate a willingness to be of assistance
– Clarify instructions or directions
! Be careful with E-mails
– Professional e-mail may remain informal; message
must be clear, concise, and courteous
Delegation of Client Care
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! Safe delegation-ANA has defined unlicensed
assistive personnel
– Potential for harm to the patient
– Complexity of nursing activity
– Problem solving required
– Predictability of the outcome
– Extent of interaction
Criteria for Delegation
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! Task Related concerns
! Ability
! Priorities
! Efficiency
! Appropriateness
! Relationship oriented concerns
! Fairness
! Learning Opportunities
! Health
! Compatibility
! Preferences
Communicating Client Needs
Change of Shift Report
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! Identify the client
! Include the diagnosis
! Presence on unit
! Provide the treatment plan
! Document client responses to current
treatments
! Omit personal opinions and value judgments
Methods of Giving the Report
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! Fact to Face
! Use of computer printouts
! Taped report
! Give report while walking rounds
Team Conferences
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! Interdisciplinary team conferences involve each
individual who cares for a specific patient
! Information about the patient is shared among
team members
! The key to a successful team conference is to
present the information in a clear and concise
manner.
Role of Communication in
Leadership
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! The manager’s ability to communicate often
determines his or her success as a leader
! Managers need to be good listeners
– Give positive attention
! Managers need to give clear, concise instructions
! Verify through feedback
! Give follow-up
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! Change of shift report
– Review page 27
– Identify the client, the room and bed no.
– Include the diagnosis
– Is the client on the unit at present
– Document the client responses to current
treatments
– Omit personal information
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! Be careful communicating with other
disciplines
– In calling a physician, make sure that all of the
needed information is available
– Document the call and the physician’s
instructions.
! Remember the clients and their families
! Ask for help when you need it
Conclusion
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! Delivering and coordinating patient care is the
nurse’s role
! Nurses need good communication skills
! The basic listening sequence helps nurses
develop communication skills.