Communication skills Rawhia salah Assistant Prof. of Nursing 2015/2016 Nursing Management and leadership 485

Definition of leadership and management Communication definition Importance of communication in nursing management Communication process Communication level 2 Outline

Difference between Leadership And Management

4 Leadership Leadership is the process of influencing the behavior of others towards the accomplishment of goals in a given situation. The process by which a person motivates and guides the group towards a visualized goal

5 Leader L earn to be strong E mpower people A sk questions D elegate E Xample/role model R eward & recognize

6 4 Keys of Leader Leading people Influencing people Commanding people Guiding people

Spare (2002) stated that management is a set of activities directed towards efficient and effective utilization of organizational resources in order to achieve organizational goals. 7 Definition of management

Manager is a person responsible for supervising and motivating employees and for directing the progress of an organization 8 Definition of manager

9 Management process

People ask what is the difference between a leader and a boss ? THE LEADER LEADS, AND THE BOSS DRIVES.

11 What & Why Leaders How & When Managers Leadership vs. Management

12 Managers have Leaders have Subordinates Followers Leadership vs. Management

Managers  Plan  Organize  Direct  Control  Follows the rules  Are concerned with doing things right  Achieves organizational goals Leaders  Motivate  Influence  Motivate  Build  Shape entities  Are concerned with doing the right things  Achieves organizational and follower goals Leadership vs. Management

Leadership and management complement each other Every health care organization needs both good leadership and good management

15 Communication Skills in nursing management

Nurses have increasingly taken charge of personnel and team, directly or indirectly related to care, which involves coordinating and articulating activities with different hospitalization units. Thus, communication appears as a strategic tool for nursing management 16 Communication skills

It is an art and science. It is the process of transmitting information, ideas and attitudes from one person to another. 17 Communication definition

It is a process of meaningful interaction whereby a person not only sends but also receives and understands a message. 18 Effective communication

To improve interaction with the healthcare team To improve patient safety and quality of care To communicate problems and solutions To change behavior 19 Importance of communication in nursing management

It is the steps we take in order to achieve a successful communication It consists of several components : 20 Communication process

Source Decoding Channel Encoding Receiver Msg Msg. Feedback Context Communication process

22 Components of Communication process 1.Sender: is the person who is sending the message 2.Message: is the information that you want to communicate

23 Components of Communication process 3. Encoding: The process of translating a message into understandable symbols or language.

24 Components of Communication process 4. Channel: is the method of communication that you choose such as fact – to – face, by telephone, electronic transmission through s, text messages and faxes and even nonverbal communication.

25 Components of Communication process 5. Decoding: is the process of receiving the message accurately. It requires that your audience has the means to understand the information that you are sharing.

26 Components of Communication process 6. Receiver: The receiver is simply the person receiving the message, understanding and translating it into meaning

27 Components of Communication process 7. Feedback: It is the way of judging the effectiveness of the message. It can be a verbal or nonverbal reaction or response. Without feedback, there would be no way of knowing if meaning had been shared or if understanding had taken place.

28 Components of Communication process 8. Noise: is anything that interferes with the transmission and decoding of a message from its sender to its receive

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30 Components of Communication process 9. Context : involves things such as your relationship with your audience, the culture of your organization and your general environment

COMMUNICATION AT DIFFERENT LEVEL

STAFF -STAFF Happens all the time It is for the delivery of quality and safe care Depends on the type of care practices,nurses needs to give reports of client to next person involved. Happens all the time It is for the delivery of quality and safe care Depends on the type of care practices,nurses needs to give reports of client to next person involved.

STAFF –SUPERIORS The nurse manager,doctors and specialist to the bedside nurses by the feature of hierarchical level in the organization, it means that Each Member Should Maintain Respect.

STAFF- SUBORDINATES Subordinates means the Juniors, Aids or other Hospital assistance Much of the communication at this level is for Directing And Delegation The Work Subordinates means the Juniors, Aids or other Hospital assistance Much of the communication at this level is for Directing And Delegation The Work

STAFF - CLIENT It is the core of nursing services Needs to be aware about different levels or age group of the client Choose appropriate mode of communication to convey message Should be aware that what can be communicated and what should be kept confidential

Formal communication It is planned communication to fulfill specific goals. It usually used in a professional setting. For examples, official conferences, meetings and written reports are used for communication 36 Types of communication

Informal communication It is unplanned communication and it follows the pattern of personal relationships among organization members. 37 Types of communication

Formal and Informal Communication Networks in an Organization Figure 0.4

Verbal communication Oral – Face-to-face – Telephone Written – Shift Reports – Letters – Instructions Nonverbal communication Body language – Eye contact – Facial expression – Position Paralanguage: variations in speech Space Personal appearance 39 Types of communication

40 Guideline for effective written communication Written Documentation must be: Timely, accurate and complete Uniform such use institution's approved abbreviations Write neatly and legibly with blue or black ink Spelling accurate Include complete sentences

One-Way communication - A person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Fast but often less accurate than 2-way communication Two-Way communication - the communicator & receiver interact Good for problem solving Types of communication

42 New Technologies for Communication (electronic communication) such as use of: Types of communication  Informational databases  Electronic mail systems  Voice mail systems  Fax machine systems  Cellular phone systems

Using the RESULT Principle This tool can help person to improve your communication skills and become an effective communicator regardless of the situation you are in 43 Principles of communication skills

44 Principles of communication skills

1.Reason All communication must be for a reason and the most effective dialogues will have a single purpose or objective that the leader wants to achieve as a result of the communication. 45 Principles of communication skills

1.Reason Once you have established the reason why you want or need to communicate you can structure the format of your message. 46 Principles of communication skills

2. Environment In your management role you will find yourself needing to communicate in a wide variety of situations For example, with your team, colleagues, management, stakeholders, suppliers, etc. For your communications to be effective it is essential that you define the nature of each situation and adapt your message to fit what you see 47 Principles of communication skills

2. Environment If the manager asking the following simple questions you will gather the necessary intelligence to communicate effectively. 48 Principles of communication skills

2. Environment 1.Is the environment a positive or negative one? 2.Are the individuals reacting to events or not? 3. Is there conflict, aggression, or apathy? 49 Principles of communication skills

3. Specific Manager must specify exactly what it is you want or need from the other person. It means the message should be clear to all audiences 50 Principles of communication skills

3. Specific Being specific is not just related to the message itself; it is also about who needs to in-formed. If you select only those who have a real need to know the contents of the message you will have more effective communications. 51 Principles of communication skills

4. Understanding The essential part of the communication process is ensuring that the recipient actually understands correctly the message you want to give them so that you achieve your communication objective. 52 Principles of communication skills

4. Understanding It is vital that you remember that comprehension is a two-way process. “use of effective feedback and ask questions” 53 Principles of communication skills

5. Listen The manager should be actively listen to what is being said and observe the behaviors of those involved in the communication. Make sure that your own verbal and nonverbal communications convey the message you want 54 Principles of communication skills

5. Listen If you do this you will avoid any unnecessary confusion and misinterpretations that often occur when someone does not take the time to listen properly. 55 Principles of communication skills

6. Timeframe The final aspect of the RESULT principle is concerned with the amount of time you have to prepare and conduct the actual communication. The better prepared you are the more effective and productive your communications will be 56 Principles of communication skills