1. Chapter 10 Communication, Collaboration, and Contracting

2. Communication Process
Message
Sender
Receiver
Encoder
Channel
Decoding
Feedback loop

4. Barriers to Effective Communication
Selective perception
Interpret through own perception
Language barriers
Interpret meaning of words differently
Filtering information
Manipulation of information by the sender to influence the receiver’s response
Emotional influence
How a person feels at the time a message is sent or received influences its meaning

5. Core Communication Skills
Sending skills
Nonverbal: dress, body language, facial expression, physical distance
Verbal: speaking & writing
Keep messages honest & uncomplicated.
Use few words.
Ask for feedback.

6. Question Is the following statement true or false?
Decoding is an important step in the communication process.

7. Answer
True
Decoding is an important step in the communication process. The receiver must translate the message into an understandable form. This translation is called decoding.

8. Core Communication Skills (cont.)
Receiving skills
Active or reflective listening: work to discover what the client means
Sit forward.
Sustain eye contact.
Nod your head.
Ask occasional questions for clarification.
Paraphrase to reflect back what you have heard.
Avoid daydreaming or making formulaic responses.
Observing behaviors

9. Core Communication Skills (cont.)
Interpersonal skills
Showing respect
Empathizing
Developing trust and rapport
Effective communication skills are strongly influenced by the following factors:
Previous experience
Culture
Relationships

10. Communicating with Groups
Group development
Group process: changes in group dynamics over time
Stages of group development
Forming
Storming
Norming
Performing
Adjourning

11. Group Functions in Decision Making
Sharing of information
Heterogeneous; diverse views enrich the number and types of alternatives in problem solving
Influence on members' thinking by broadening perspectives and presenting new ways of thinking about issues
Progression toward consensus or resolution via discussion

12. Techniques for Enhancing Group Decision Making
Brainstorming
Nominal group technique
Group sharing after working alone initially
Silent ranking after discussion
Delphi technique
Cyclic process for reaching consensus
Electronic meetings
Anonymous projection of ideas from multiple inputs

13. Question Is the following statement true or false?
In the nominal group technique for group decision making, the members take turns freely offering suggestions.

14. Answer
False
The nominal group technique involves the pooling of ideas and discussion after members independently come up with ideas.

15. Nursing Informatics
Computer science, information science, and nursing science
Assistance in managing and processing nursing data, information, and knowledge to support the practice of nursing and delivery of nursing care
Computerized charting, billing, databases, geographic information systems, PDAs, GPS
Online chat rooms for support groups, discussion boards

16. Collaboration
Essential element: interprofessional and interdisciplinary collaboration
Purposeful interaction between nurses, clients, other professionals, and community members based on shared values, mutual participation, and joint effort
Two basic features
Goal: to benefit public’s health
Involvement of several parties assisting one another to achieve goal

17. Stages of Collaboration
Competition
Networking/communication
Cooperation/coordination
Coordination/partnership
Coalition
Collaboration

18. Characteristics of Collaboration and Partnerships
Shared goals
Mutual participation
Maximize use of resources
Clear responsibilities
Set boundaries

19. Collaborative Relationship: Phases
The first phase is a period of establishing and defining the team relationship.
The middle phase occurs when team members start working together to accomplish desired goals.
The termination phase occurs when the need for team members to work together has ended.

20. Question Which stage of collaboration would occur first? Networking
Competition
Cooperation
Coordination

21. Answer
b. Competition
Competition is the first stage of collaboration. It is followed by networking/communication, cooperation/coordination, and coordination/partnership.

22. Barriers to Effective Collaboration
Communication barriers
Miscommunication
Stereotypes
Perception of unequal power and authority
Apprehension about sharing information
Inflexibility and uneasiness
Failure to develop a common purpose
Structural factors: inadequate time, resources, or agency support

23. Characteristics of Contracting
Partnership and mutuality
Commitment
Format
Responsibilities
Timeline
Negotiation

24. Value of Contracting
Partnership is developed, with agreement about its purpose and the conditions under which it will be carried out
Self-health promotion and increased motivation
Focus on unique needs
Client participates in decision making
Client’s autonomy and self-esteem are enhanced with learning self-care
More efficient and cost-effective nursing service

25. Process of Contracting
Assessment: explore needs
Nursing diagnosis/goal setting
Plan/intervention: explore resources; develop a plan; divide responsibilities; agree on time frame
Evaluation: evaluation; renegotiation or termination

26. Levels of Contracting Formal
All parties negotiate a written contract by mutual agreement, sign the agreement, and sometimes have it witnessed or notarized.
Informal
Some form of verbal agreement is made about relatively clear-cut purposes and tasks.

27. Question Is the following statement true or false?
Contracting involves commitment and negotiation.

28. Answer
True
Contracting is characterized by commitment, negotiation, partnership, mutuality, and format.

29. Internet Resources
American Medical Informatics Association (AMIA):
Canada’s Health Informatics Association:
International Medical Informatics Association (IMIA):
Midwest Alliance for Nursing Informatics: m
Health Informatics Society of Australia