III. EFFECTIVE COMMUNICATION: E III. EFFECTIVE COMMUNICATION: E. PRACTICING ASSERTIVE COMMUNICATION utilizing the following concepts Accepting Criticism, Giving Personal Criticism, Making Statements without Explanation, Persistence

5. Accepting criticism CONCEPT: Listen to the other point of view Acknowledge the true facts or acknowledge your error If the criticism is not true acknowledge the statement or the feeling expressed by the individual and then state your belief, interpretation or provide additional facts

EXAMPLE OF ACCEPTING CRITICISM EXAMPLE of accepting criticism: “You are correct, I have been late recently, but I worked a lot of overtime and made an arrangement with the charge nurse to come in 30 minutes late to make up for the overtime. I should have shared this with you in advance. I am sorry. ”

GIVE A RESPONSE Accepting Criticism in the following SITUATION SITUATION: a doctor criticizes the nurse for not administering a medication on time, but the medication wasn’t available from the pharmacy any earlier

GIVE A RESPONSE Accepting Criticism: to the following SITUATION A doctor criticizes the nurse for not calling the doctor about a concern expressed to him by his patient, but the patient did not tell the nurse of this concern

6. Giving personal criticism CONCEPT: Give it immediately, simply, matter of factly EXAMPLE OF HOW TO DO IT: “Did you realize your lipstick is not straight?” EXAMPLE OF WHAT NOT TO DO: “Now don’t take this the wrong way…”

Giving personal criticism Apply the concepts of giving personal criticism by creating an interaction utilizing the concepts

7. Making statements without explanations CONCEPT: speak directly to the individual asking for what you want or refusing to do something avoiding apologies or excessive explanations: EXAMPLE: “ I need you to give Ms. Smith her sleeping med.” AVOID: “Ms. Smith is having a hard time sleeping, will you have time in your busy schedule to please find time to take her a sleeping medication, I’m really sorry to bother you. If you can’t do it I’ll do it.”

Give a Response “making statements without explanation” GIVE ANOTHER EXAMPLE OF WHAT TO SAY AND WHAT TO AVOID FOR THE FOLLOWING The nurse wants the tech to do an additional glucometer reading because the nurse noted that the patient was shaky and diaphoretic

8. Persistence CONCEPT: Stick to the issue at hand in a firm manner EXAMPLE: NURSE: “I want a new pain med for Mrs. Jones. She received the Percocet all night with no relief.” DOCTOR: “Did you try two?” NURSE: “Yes. Her pain level was still 9/10.” DOCTOR: “Percocet helps the pain she is having.” NURSE: “That may be true, but it is not helping this patient. She told me that she has taken Dilaudid before with good relief. Would you write an order for that?” DOCTOR: “Oh, Alright.”

Create a response using PERSISTENCE to the following situation SITUATION: A patient who is on a PCA Morphine post-op abdominal surgery is very groggy, the family states the patient is never this out of, the doctor wants the patient well controlled for pain, the family is concerned the patient is overmedicated. The nurse calls the doctor.

Create a response using PERSISTENCE to the following situation CREATE A COMMUNICATION APPROACH FOR THE FOLLOWING SITUATION: A patient who is on a PCA Morphine post-op abdominal surgery is very groggy, the family states the patient is never this out of, the doctor wants the patient well controlled for pain, the family is concerned the patient is overmedicated. The nurse calls the doctor.