Copyright © 2006 Elsevier, Inc. All rights reserved Chapter 11 Effective Communication and Team Building.

Copyright © 2006 Elsevier, Inc. All rights reserved

Chapter 11

Effective Communication and Team Building


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







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




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


What Are Facilitative Messages?

These messages create positive outcomes where people communicating with each other feel good about their interactions


What Are Obstructive Messages?

Obstructive messages generally make it much more difficult for people to communicate effectively within a positive relationship


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


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


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


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


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


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


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


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


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


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!


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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 Chapter 11 Effective Communication and Team Building.

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