Download Chapter 6. Interdisciplinary and Personal Communication.

Nursing Leadership &
Management
Patricia Kelly-Heidenthal
0-7668-2508-6
Delmar Learning
Copyright © 2003 Delmar Learning, a Thomson Learning company
Chapter 6:
Personal and Interdisciplinary
Communication
Delmar Learning
Copyright © 2003 Delmar Learning, a Thomson Learning company
Objectives

Upon completion of this chapter, the reader should be
able to:
• Detail current trends in society that impact communication.
• Describe the communication process.
• Relate characteristics of verbal and nonverbal
communication.
• Increase effectiveness of communication by using basic
communication skills.
• List barriers to communication.
• Describe typical nursing communication activities in the
workplace.
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Trends in Society That Impact
Communication
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Increasing social diversity
Changing/differing beliefs
Aging population
Shift to computerized communication
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Elements of the Communication Process
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Communication is:
• The exchange of information or opinions
• An interactive process that is a means to an end
• Influenced by the context in which it occurs
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Elements of the Communication Process
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Sender: the “who” in communication, i.e., the person
who initiates communication
Message: the “what” in communication; consists of
verbal and/or nonverbal stimuli that are taken in by
the receiver
Receiver: the person who takes in the message and
analyzes it
Feedback: the new message that is generated by the
receiver in response to the original message from the
sender
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Channels of Communication
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Visual (seeing)
Auditory (hearing)
Kinesthetic (touching)
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Modes of Communication
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Verbal: spoken
Nonverbal: facial expressions, posture, gait, body
movements, position, gestures, and touch
Electronic: uses electronic media that do not have
characteristics of the other modes
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Level of Communication
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Public: communication with a group of people with a
common interest. Communicator acts primarily as a
sender of information. Feedback is typically limited.
Intrapersonal: internal communication within an
individual. This is used to process observations,
analyze situations, resolve doubts, or reaffirm beliefs.
Interpersonal: communication between individuals,
person-to-person, or in small groups.
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Organizational Communication
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Avenues of communication are often defined by an
organization’s formal structure.
• Downward: communication originates at top or upper levels
of organization and works downward.
• Upward: communication originates at some level below the
top of the structure and moves upward.
• Lateral: communication occurs among people at similar
levels within the organization.
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Organizational Communication
• Diagonal: communication occurs when people who may
be on different levels of the organizational chart
communicate with each other.
• Grapevine: an informal and unstructured avenue of
communication. Its major benefit is speed, but its major
drawback is its unreliability.
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Communication Skills
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Attending: active listening
Responding: verbal and nonverbal acknowledgment of
the sender’s message
Clarifying: communicating as specifically as possible
to help the message become clear
Confronting: working jointly with others to resolve a
problem or conflict
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Barriers to Communication
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Gender: men and women may process information
differently.
Culture: different cultures may have different beliefs,
practices, and assumptions.
Anger: an irrational response that arises from
irrational ideas:
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can’t-stand-it-itis
awfulizing
shoulding and musting
undeservingness and damnation
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Barriers to Communication
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Incongruent responses: when words and actions in a
communication do not match the inner experience of
self and/or are inappropriate to the context.
Conflict: arises when ideas or beliefs are opposed.
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Workplace Communication
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Superiors
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Observe professional courtesies.
Dress professionally.
Arrive for the appointment on time.
Be prepared to state the concern clearly and accurately.
Provide supporting evidence and anticipate resistance to any
requests.
• Separate out your need from your desires.
• State a willingness to cooperate in finding a solution and
then match behaviors to words. Persist in the pursuit of a
solution.
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Workplace Communication
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Coworkers
• Report patient information accurately, informatively, and
succinctly.
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Subordinates
• Do unto others as you would have them do unto you.
• Delegate clearly and effectively.
• Offer positive feedback.
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Workplace Communication
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Physicians/other health care professionals
• Strive for collaboration, keeping the patient goal central to
the discussion.
• Present information in a straightforward manner.
• Clearly delineate the problem, and support the assertion
with pertinent evidence.
• Remain calm and objective even if the physician does not
cooperate.
• Follow the institution’s procedure for getting the patient
treated and then document the actions taken.
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Workplace Communication
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Patients and families
• Use touch as a way to communicate caring and concern.
Occasionally, language barriers will limit communication to
the nonverbal mode.
• Be open and honest while respecting patients and families.
• Honor and protect patients’ privacy with both actions and
words
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Workplace Communication
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Mentor/prodigy
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Listen
Affirm
Counsel
Encourage
Seek input from the novice
Outline anticipated challenges with suggestions for how to
manage them
• Use role-playing, where the preceptor describes a
theoretical situation and allows the novice to practice her
response
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