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EFFECTIVE COMMUNICATION Communication “the lubricant of organizations…” Communicating: Vital aspect of management The art of being able to structure and transmit a message in a way that another can easily understand and/or accept Types of Communication Verbal Oral Written E-mail Nonverbal Expression Expressive behaviors Body language Communication Distinctions Formal/Informal Official/unofficial information exchange Vertical/horizontal Superior-subordinate/peers Personal/impersonal Situation of mutual influence/exchange without mutual influence Instrumental/expressive Necessary for job/nonjob information transmission Sender-Receiver Model: Each single communication 5 steps message formation message encoding message transmission message reception message decoding PATHWAY BETWEEN 2 PEOPLE- INTERACTION OCCURS PERCEPTION AND INTERPRETATION FORM FILTERS FOR MESSAGES Creates potential for communication breakdown: Result=miscommunication USE SIMPLICITY, CLARITY, APPROPRIATE TIMING, RELEVANCE, ADAPTATION TO CIRCUMSTANCES, AND CREDIBILITY Communication Networks Chain Wheel Y Circle All-channel Effectiveness of Communication Related to timing Related to choice of channel Related to message structure Related to delivery style Related to mode NURSING AND HEALTH CARE COMMUNICATION IS COMPLICATED BY JARGON! FEEDBACK - Related to communication - Related to morale - Sequelae of delegation FEEDBACK AND CRITICISM Both constructive/negative criticism exist Use feedback constructively to improve individual and team productivity and performance Affects morale, motivation and team cohesiveness Leader directed feedback is powerful tool in shaping behavior of team as team Four Types of Feedback Clarifying restating instructions, making sure there is no confusion Interpretive involves making observation of the team’s behavior Judgmental involves drawing conclusion in form of value judgment Personal reaction gives information about your personal feelings Communication Strategy: Responding to Criticism Ask for more information Agree with the critic Use listening skills to guide the critic toward the real problem source CONSTRUCTIVE CRITICISM Not focused on blame Not person’s characteristic, attack, defamation of character Focused on an analysis of the problem Positive critiquing includes: BALANCING THE POSITIVES AND NEGATIVES POINTING OUT PROBLEMS AND SOLUTION OPTIONS Appearance and behavior combine to add to the total communication ORGANIZATION COMMUNICATION Group dynamics Multiple people, influence, personalities, politics Types of information transmission, flow of formal and informal information Six Areas of Organizational Communication Problems Accessibility of information Communication channels Clarity of messages Span of control Flow control/communication load Individual communicators SPECIFIC COMMUNICATION PROBLEM AREAS Verbal abuse Sexual harassment Communication Styles Passive Aggressive Passive-aggressive Assertive Communication Intervention Techniques Assertive communication Shift your focus Create a positive open attitude State your perception Establish mutual goals Use of “I” messages Incorporate balance Include strengths, review contributions Solicit feedback