Copyright © 2006 Elsevier, Inc. All rights reserved Chapter 11 Effective Communication and Team Building.
Post on 26-Mar-2015
215 Views
Preview:
Transcript
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Receiver—person interpreting message
Feedback—how receiver responds to message
Content—actual words used
Verbal communication—spoken words
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
Make your message clear
Use simple, precise words
Encourage receiver to use feedback
Nonverbal reaction communicates message
Reputation and credibility make difference
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
Copyright © 2006 Elsevier, Inc. All rights reserved
What Are Facilitative Messages?
These messages create positive outcomes where people communicating with each other feel good about their interactions
Copyright © 2006 Elsevier, Inc. All rights reserved
What Are Obstructive Messages?
Obstructive messages generally make it much more difficult for people to communicate effectively within a positive relationship
Copyright © 2006 Elsevier, Inc. All rights reserved
Communication in the Workplace What are principles and the health
care team?Sharing information with members of health care team requires different approaches Delegation Clarification Reevaluation Coordination
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Communicate Effectively with My Supervisor?
Keep your supervisor informed
Focus on problem solving
Show your sense of responsibility
Avoid blaming others
Don’t respond with anger
To present new idea, give your supervisor a written proposal
Accept feedback
Never go above or around your supervisor
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
How Do Gender Differences Influence Communication Styles? Women
See big picture More comfortable
asking questions Use softer,
quieter approach Less competitive Less aggressive
in asking direct questions
Men More logical
and direct Ask fewer
questions More aggressive
and assertive More team
oriented
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
How Can I Learn to Speak Effectively? Develop positive attitude PRACTICE makes PERFECT! Analyze your audience Do your homework Plan presentation Add spice to presentation Create cheat sheets Make eye contact!
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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 voice-mail
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 e-mail
Learn to use basic computer software Send handwritten notes
Copyright © 2006 Elsevier, Inc. All rights reserved
What Is Group Process?
Forming—common bond Storming—controlled pandemonium Norming—mutual goals developed Performing—able to work together Adjourning—disengagement from
tasks and group members
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
Assertive Styles of Communication
Passive or avoidant 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
Aggressive Person puts his or
her own needs, rights, and feelings first and communicates that in an angry, dominating way
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
Copyright © 2006 Elsevier, Inc. All rights reserved
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
top related