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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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 3 Trends in Society That Impact Communication Increasing social diversity Changing/differing beliefs Aging population Shift to computerized communication Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 4 Elements of the Communication Process 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 5 Elements of the Communication Process 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 6 Channels of Communication Visual (seeing) Auditory (hearing) Kinesthetic (touching) Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 7 Modes of Communication 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 8 Level of Communication 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 9 Organizational Communication 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 10 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 11 Communication Skills 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 12 Barriers to Communication 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: • • • • can’t-stand-it-itis awfulizing shoulding and musting undeservingness and damnation Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 13 Barriers to Communication 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 14 Workplace Communication Superiors • • • • • 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 15 Workplace Communication Coworkers • Report patient information accurately, informatively, and succinctly. Subordinates • Do unto others as you would have them do unto you. • Delegate clearly and effectively. • Offer positive feedback. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 16 Workplace Communication 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. Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 17 Workplace Communication 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 18 Workplace Communication Mentor/prodigy • • • • • • 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 Chapter 6 Copyright © 2003 Delmar Learning, a Thomson Learning company 19