Effective Communication and Team Building Chapter 12 Effective Communication and Team Building

Effective Communication and Team Building Identify effective ways of communicating with other health care workers Describe an assertive communication style Apply effective communication skills in common nursing activities Identify different types of groups and group process Analyze group member roles Discuss team building and group problem solving

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

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

NCLEX QUESTION Dr. Jones asks you to give a medication to one of his clients, and you know the client is allergic to it. When you point this out, Dr. Jones says, “Give the medication or I’ll report this to your supervisor.” What is the best assertive response? a. Agree to give the medication and hope no one finds out. b. Say “I won’t give the medication, and I don’t care who you talk to about it.” c. Walk away and ignore him. d. Say “Perhaps you and I could talk this over with my supervisor together.”

RATIONALE Dr. Jones asks you to give a medication to one of his clients, and you know the client is allergic to it. When you point this out, Dr. Jones says, “Give the medication or I’ll report this to your supervisor.” What is the best assertive response? a. Agree to give the medication and hope no one finds out. b. Say “I won’t give the medication, and I don’t care who you talk to about it.” c. Walk away and ignore him. d. Say “Perhaps you and I could talk this over with my supervisor together.”

RATIONALE D. As nurses gain experience, their judgment improves and they are able to recognize ways to communicate needs and feelings, with the goal of improving the processes and procedures used in the work setting. The client’s safety always comes first. PG 266

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 culture, sex, education level, age, experience 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

BAD HANDWRITING

How Can I Communicate Effectively in Writing? Upward communication needs to be formal Don’t send without careful proofreading Organize your thoughts, Be clear and concise 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 Become familiar with room and equipment Make eye contact!

What Listening Skills Do I Need to Develop? (cont’d) 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

How Can I Communicate Effectively by Using Technology? 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

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 Critical conservative Criticize any idea that is not their own Obsessively negative

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

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

Group Process Example: In considering the overall task of the team, what issues should be considered in the care of the client? Nurses as individuals and as team members are advocates of the client with a focus on the best and safest delivery of quality health care.

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 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 Pay attention to how you feel 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 Communicating expectations Saying No Accepting criticism Accepting compliments Giving criticism Providing feedback Asking for help

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

IF YOU CAN LAUGH TOGETHER; YOU CAN WORK TOGETHER