Types of Communication

Verbal
o o o

Oral Written E-mail

Nonverbal
o o o

Expression Expressive behaviors Body language

Communication Distinctions

Formal/Informal
o

Official/unofficial information exchange

Vertical/horizontal
o

Superior-subordinate/peers

Personal/impersonal
o

Situation of mutual influence/exchange without mutual influence

Instrumental/expressive
o

Necessary for job/nonjob information transmission

Sender-Receiver Model: Each single communication 5 steps

message formation message encoding message transmission message reception

message decoding
PATHWAY BETWEEN 2 PEOPLE- INTERACTION OCCURS

PERCEPTION AND INTERPRETATION FORM FILTERS FOR MESSAGES

Creates potential for communication breakdown: Result=miscommunication
USE SIMPLICITY, CLARITY, APPROPRIATE TIMING, RELEVANCE, ADAPTATION TO CIRCUMSTANCES, AND CREDIBILITY

Communication Networks
Wheel Y Chain Circle All-channel

Effectiveness of Communication

Related to timing Related to choice of channel Related to message structure Related to delivery style Related to mode

NURSING AND HEALTH CARE COMMUNICATION IS COMPLICATED BY JARGON!

List a Few!

FEEDBACK
Related to communication Related to morale Sequelae of delegation
FEEDBACK LOOP

FEEDBACK AND CRITICISM

Both constructive/negative criticism exist

o

Use feedback constructively to improve individual and team productivity and performance

Affects morale, motivation and team cohesiveness

o

Leader directed feedback is powerful tool in shaping behavior of team as team

Four Types of Feedback

Clarifying
o

restating instructions, making sure there is no confusion

Interpretive
o

involves making observation of the teams behavior

Judgmental
o

involves drawing conclusion in form of value judgment

Personal reaction
o

gives information about your personal feelings

Practice Giving Feedback to the Following:

1. In your family planning clinic, one of the assistants who also performs secretarial work has decided to telephone the patients their HIV test results before consulting with you, the RN who generally counsels patients about these issues. 2. A medical assistant has been discussing confidential information about patients in the coffee room. 3. Maria, the nursing assistant on the night shift at the long-term care center, routinely complains about having to turn patiens who are just going to die anyway. 4. You have observed a new colleague drawing blood without using gloves. Someone needs to talk with her.

Communication Strategy: Responding to Criticism

Ask for more information Agree with the critic Use listening skills to guide the critic toward the real problem source

CONSTRUCTIVE CRITICISM

Not focused on blame Not persons characteristic, attack, defamation of character Focused on an analysis of the problem Positive critiquing includes:
o o

BALANCING THE POSITIVES AND NEGATIVES POINTING OUT PROBLEMS AND SOLUTION OPTIONS

Appearance and behavior combine to add to the total communication ORGANIZATION COMMUNICATION

Group dynamics Multiple people, influence, personalities, politics Types of information transmission, flow of formal and informal information
o

(e.g. RIFs, rules, charges, liabilities)

Six Areas of Organizational Communication Problems

Accessibility of information Communication channels Clarity of messages

Span of control Flow control/communication load Individual communicators

SPECIFIC COMMUNICATION PROBLEM AREAS

Verbal abuse Sexual harassment

Communication Styles

Passive Aggressive Passive-aggressive Assertive

Communication Intervention Techniques

Assertive communication
o o o o

Shift your focus Create a positive open attitude State your perception Establish mutual goals

Use of I messages Incorporate balance Include strengths, review contributions

Solicit feedback