Download Communication

Chapter 11
Effective Communication
and Team Building
Copyright © 2006 Elsevier, Inc. All rights reserved
What Are the Parts of the
Communication Process?
 Sender—person
sending message
 Content—actual
words used
 Receiver—person
interpreting
message
 Verbal
communication—
spoken words
 Feedback—how
receiver responds
to message
 Nonverbal
communication—
body language
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Basic Principles
of Effective Communication
 Interaction
between
two people
 Nonverbal reaction
communicates
message
 Make your
message clear
 Reputation and
credibility make
difference
 Use simple, precise
words
 Encourage receiver
to use feedback
 Acknowledge
feelings
of others
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Copyright © 2006 Elsevier, Inc. All rights reserved
Basic Principles of Effective
Communication (cont’d)
 Communicate directly with person
 Communicate in the present
 Keep your personal values from
interfering with your communication
 Be respectful of personal nature of
your surroundings
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What Are Facilitative Messages?
 These messages create positive
outcomes where people
communicating with each other feel
good about their interactions
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What Are Obstructive Messages?
 Obstructive messages generally make
it much more difficult for people to
communicate effectively within a
positive relationship
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Communication in the
Workplace
 What are principles and the health
care team?
Sharing information with members of
health care team requires different
approaches
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Delegation
Clarification
Reevaluation
Coordination
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How Can I Communicate
Effectively with My Supervisor?
 Keep your supervisor
informed
 Focus on problem
solving
 Show your sense of
responsibility
 Avoid blaming others
 To present new idea,
give your supervisor
a written proposal
 Accept feedback
 Never go above or
around your
supervisor
 Don’t respond with
anger
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Communicate Effectively
with Other Nursing Personnel?
 Professional nurses should view
themselves as equals in their
interactions with members of other
health care disciplines
 Your approach to communication
should be
a lateral one, even with physicians
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Communicate Effectively
with Patient Care Assistants?
 Get their full attention
 Give clear, simple, step-by-step
instructions
 Ask for feedback to verify they heard
you correctly
 Be sure to follow up
 Provide direction without being too
harsh
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What Does My Image
Communicate to Others?
 Communication enhanced by your
credibility
 Good personal hygiene
 Know your particular kind of nursing
thoroughly
 Flexibility is necessary for effective
communication
 Be pleasant to be around
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How Do Gender Differences Influence
Communication Styles?
 Women
 Men
 See big picture
 More
comfortable
asking questions
 Use softer,
quieter approach
 Less competitive
 Less aggressive
in asking direct
questions
 More logical
and direct
 Ask fewer
questions
 More aggressive
and assertive
 More team
oriented
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What Should I Know
about the “Grapevine”?
 It flourishes in
all settings
 When in doubt,
check facts out!
 How to control it
 Provide factual
information
 Communicate
face-to-face
 Don’t spread
rumors
 Hold a meeting to
provide
information and
answer questions
 Make what is put
in writing is clear
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Deal with Cultural
Diversity at Work?
 Be aware of stereotypes
 Communication goes through many
filters
 To interact effectively, we need to
speak clearly, avoiding use of slang
 Use skills of co-workers to translate
or interpret
 Respect and empathize with others
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How Can I Communicate
Effectively in Writing?
 Upward communication needs to be
formal
 Don’t send without careful proofreading
 Take time to make necessary revisions
 Organize your thoughts
 Keep It Short and Simple (KISS)
Principle
 How well you write strongly influences
how you are evaluated
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How Can I Learn
to Speak Effectively?
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Develop positive attitude
PRACTICE makes PERFECT!
Analyze your audience
Do your homework
Plan presentation
Add spice to presentation
Create cheat sheets
Make eye contact!
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What Listening Skills Do
I Need to Develop?
 Make sure you can hear what’s being said
 Focus your attention on what’s being said
 Recognize and control your emotional
response
 Listen and accept other person’s needs
and feelings
 Pay attention to nonverbal
communication
 Fight off distractions
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What Listening Skills Do
I Need to Develop? (cont’d)
Take notes
Let the speaker tell whole story
React to message, not person
Respond positively to feelings being
communicated
 Allow yourself to hear all sides of issue

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
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How Can I Use Nonverbal
Communication Effectively?
 Make eye contact with person
 Stand up straight, shoulders back
 Use forceful voice without pauses to
suggest confidence
 Watch for distracting behaviors
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What Skills Do I Need to Use
the Telephone Effectively?
 “Is this is a convenient time to talk?”
 Leave message instead of playing
telephone tag
 Make notes ahead of time, to save time
 Follow up with written communication
 Do one thing at a time
 Don’t chit-chat or gossip
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Communicate Effectively
by Using Technology?
 Don’t misuse or overuse fax machines
 When you leave someone a voicemail message, speak slowly and
distinctly
 Don’t leave callers on hold if you are
using call waiting
 Make sure it’s a convenient time to
talk
 With a teleconference, make sure
each party to the call is introduced to
the other people
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Communicate Effectively
by Using Technology? (cont’d)
 When you have business cards
printed, include e-mail address and
fax number
 Do not send emotional outbursts in email
 Learn to use basic computer software
 Send handwritten notes
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What Is Group Process?
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Forming—common bond
Storming—controlled pandemonium
Norming—mutual goals developed
Performing—able to work together
Adjourning—disengagement from
tasks
and group members
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Dysfunctional Group
Personalities?
 Self-servers
 Rules don’t apply to them
 Show up late
 Contribute very little
 Motor mouths
 Talk just to hear themselves
 Always interrupt
 Mouse
 Fearful of voicing opinion
 Takes no risks,
no responsibilities
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can You Improve
Communications in Group Meetings?
Come prepared
Listen—be open to other viewpoints
Keep on track—don’t visit or chit-chat
Present your ideas or opinions—ask
other members for theirs
 State disagreements—be able to back
them up
 Clarify when needed—don’t assume
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What Are the Responsibilities
of a Group Leader?
 Be organized and communicate
effectively
 Have a clear purpose for every meeting
 Send out agenda ahead of time
 Every item on the agenda should require
some action by group
 Have your room and AV equipment ready
 Summarize decisions and identify plan of
action
 Schedule next meeting
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Team Building
 Group of individuals working as a team
 Right mix of three attributes describe
complementary and functional teams
 Interpersonal skills
 Problem-solving and decision-making skills
 Technical or functional expertise
 Working together toward some
meaningful end
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Assertive Styles
of Communication
 Passive or
avoidant
 Aggressive
 Lets others push
him around
 Assertive
 A person stands up
for herself in a way
that doesn’t violate
the basic rights of
another person
 Person puts his or
her own needs,
rights, and feelings
first and
communicates that
in an angry,
dominating way
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Why Aren’t Nurses
More Assertive?
 Some have hard time believing in
their own rights, feelings, or needs
 Experiences or comments may
reinforce those negative messages
about self-worth
 May be afraid of repercussions of
assertive communication
 Assertiveness takes self-awareness
and practice
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What Are the Benefits
of Assertiveness?
 It helps you to feel good about
yourself and allows you to treat
others with respect
 Being assertive helps you to avoid
feeling guilty, angry, resentful,
confused, or lonely
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What Are My Basic Rights as
a Person and as a Nurse?
 As an adult human being, you have
some legitimate rights
 When nurses consider rights,
responsibilities must also be included
 Acquiring them and holding them are
your responsibility
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How Can I Begin to Practice
Assertive Communication?
 Changing one’s behavior requires
conscious decision
 Practice being assertive by yourself at
first
 Role-play with friend first
 Ask for feedback and evaluate your
progress
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What Are the Components of
Assertive Communication?
STRATEGY 1
 I think . . .
 I feel . . .
 I want . . .
STRATEGY 2
 I feel . . .
about . . .
because . . .
You must be willing
to change and
compromise
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When to Use Assertive
Communication
 You need to evaluate how your
assertive communication feels to you,
and you need
to seek feedback from other people
 You need to know whether people
perceive you as aggressive rather
than assertive
 Find workable solution
 There are some situations in which
you must simply follow orders
Copyright © 2006 Elsevier, Inc. All rights reserved