Nursing Management- Ch 8: Communicating Effectively

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Needed to facilitate team building, manage conflict and demonstrate insight, empathy, caring, and trustworthiness

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Communication Skills

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Any difficult issue should be communicated_____ __ ______, such as terminating an individual's employeement

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Face-to-face

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Usually best handeled in person so that the individual's response can be seen and answered appropriately

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Confrontation

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___________ non-verbal messages that accompanies oral messages scuh as
-head and facial disagreements
-eye contact
-tone, volume, and inflection
-gestures of shoulders, arms, hands, and fingers
-body postures and positions
-dress and appearance
-timing
-environment

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Metacommunications

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________ a verbal message incongruent with nonverbal message

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Intrasender conflict

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_________ person receives two conflicting messages from differing sources

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Intersender conflict

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-IN PERSON: for difficult issues such as terminating employee or a confrontation (most intimate)
-TELEPHONE: tone of voice can be conveyed and facilitate cooperation
-VOICE MAIL: useful to convey info that is not necessarily sensitive and may or may not require a reply (time and place of a upcoming meeting)
-E-MAIL: allows users to send messages instantaneously using one on one interchanges or being able to broadcast messages to larege groups via a list serv (broadcasting dates and times for a blood drive; conveying complicated info that may require thought before the receiver replies)
-WRITTEN MAIL: example is an application for a position in a healthcare organization or if a staff nurse, wants to nominate a co-worker for an award given by the hospital board of directors, a written letter is required

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Modes of Communications

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Traditional line of communication, primarily directive, helps coordinate activities of different levels of heirarchy (manager to staff); the staff is told what needs to be done or given info to facilitate the job to be done; common forms: employee handbooks, memo bulletins, chain of command

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Downward communication

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Staff to management or from lower management to middle management; often involves reporting pertinent info to facilitate problem solving and decision making; provides means of motivating and satisfying personnel by allowing employee input; accurate upward info is important for effective problem solving. Common means include face-to-face discussions, open door policies, staff meetings, task forces, written reports

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Upward communication

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Is between departments or personnel on the same level of the hierarchy and is most frequently used to coordinate activities. Committees, conferences and meetings are often used to facilitate horizontal communication; occurs between individuals or departments at the same hierarchial level (nurse managers, department heads); involves information sharing

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Lateral or Horizontal communication

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Involves individuals or departments that are not on the same level of hiearchy (staff nurse to chief of medical staff); Involves information sharing

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Diagnal communication

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(rumors and gossip)-informal method is often rapid and subject to considerable distortion; transmits info much faster than the formal channels; and because th grapevine is informal, with no formal lines of accountability, individuals do not have to answer to their manager for misinforming others

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Grapevine communication

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Unpleasant Situations-
-Men talk more (longer and faster)
-Woman withdraws;
-Females are identified as having better communication skills
-Men are stereotyped as more knowledgeable and more experienced, speakers and clearer writers
-men who talk longer, dominate conversation are perveived to be influential but when females adopt these male speech patterns, they are criticized as overbearing
-women do rapport talk, men do report talk
-When stressed men become focused and withdrawn and women become emotionally involved and overwhelmed

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Men/Women and communication

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a great deal of misunderstanding results from people's lack of understanding of each other's culture expectations

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Cultural communication #1

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Personal and professional cultural enrichment training includes reading the literature and history of the culture, participating in open, honest, respectful communication and exploring the meaning of behavior

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Cultural #2

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Subculturals exist within all cultures so it is important to recognize that what applies to one individual may or may not be true for another individual of that same culture

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Cultural #3

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Customs, norms and expectations within an organization are powerful forces that shape behavior

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Organizational Culture and Climate #1

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Communication is a frequent source of job dissatisfaction as well as powerful determinant of organizations effectiveness

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Organizational #2

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Based on the formal and informal, explicit or implicit rules that affect interactions and govern the conditions under wich info exchange occurs

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6 components of formal organizational communication systems "Overview"

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#1 accessibility of information

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#1 components of formal organizational communication systems

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#2 communication channels

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#2 components of formal organizational communication systems

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#3 organizational structures- groups with cantralized structure communicate more effectively

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#3 components of formal organizational communication systems

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#4 Clarity of message- to prevent misunderstandins and promote trust and confidence

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#4 components of formal organizational communication systems

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#5 flow control and info load--Low flow control produces info overload
-Overload limits info processing and increases errors
-High flow control results in info underload which threatens productivity and encourages rumor

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#5 components of formal organizational communication systems

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#6 communication effectiveness- effective communication promotes productivity, satisfaction and commitment to the organization. To communicate effectively the sender must organize ideas and select a medium ans style appropriate to the message and the receiver

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#6 components of formal organizational communication systems

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Face-tp-face most effective method of communication, followed in diminishing order, by the telephone, voice mail, e-mail, and finally written mail/documents

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General guidelines to use when selecting mode of communicaton

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Assertive communication technique helps to identify problems and facilitates problem solving and decision making; people who who learn assertive communication are able to respond when they occur. They respond appropriately to the specific situation and at the appropriate time

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Assertive communication

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Leaders most effective means of persuasion is the leader's personal characteristics. Competence, emotional control, assertiveness, consideration, respect, promote trustworthiness, and credibility

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Persuasion

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the participative leader is seen as a careful listener who is open, frank,trustworthy, and informative

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Participative leader

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Know the context of the instruction, give clear concise instructions, verify through feedback and give follow-up communications

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Communicating with Subordinates

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Managers must be organized and prepared to state their needs clearly, explain the rationale for requests, suggest benifits for the larger organizations and use appropriate channels

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Communications with Superiors

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NEGATIVE INQUIRY-a communication technique used to clarify objections and feelings ("I don't understand")

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Communications to influence Supervisor #1

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FOGGING- a communication technique in which one agrees with part of what was said

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Communications to influence Supervisor #2

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NEGATIVE ASSERTION- a communication technique in which one accepts some blame for what was said

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Communications to influence Supervisor #3