1. 9
Communicating Effectively

2. Learning Outcomes Identify the factors that influence communication.
Discuss how communication can be distorted and misunderstood.
Choose which communication mode to use depending on the message and the relationship.

3. Learning Outcomes
Explain how communication strategies vary according to the situation and those involved.
Improve your collaborative communication skills.
Develop a plan to enhance your communication skills.

4. Factors that Influence Communication
Participant's past conditioning
The situation
Each person's purpose in the communication
Attitudes toward self, the topic, and one another

5. Successful Communication
Clear message
Careful listening
Monitoring responses
Providing feedback

6. Causes of Distorted Communication
Metacommunications
Oral messages accompanied by nonverbal messages
Intrasender conflict
Nonverbal communication can distort the meaning of the spoken words
Intersender conflict
Person gets conflicting messages from different sources

7. Other Causes of Distorted Communication
Using inadequate reasoning
Using strong, judgmental words
Speaking too fast or too slowly
Using unfamiliar words

8. Other Causes of Distorted Communication
Spending too much time on details
Busy or distracted recipient
Previous negative experience with sender
Biased perception of message or sender

9. Causes of Email and Texting Miscommunications
Speedy replies
Sending message to wrong person
Reply to all

10. Gender Differences in Communication
Men and women communicate differently
Using gender-neutral language helps bridge the gap between men's and women's ways of communicating
Men and women can improve their ability to communicate with one another

11. Generational and Cultural Differences in Communication
Generational differences affect communication styles
Cultural attitudes, beliefs, and behaviors also affect communication
Misunderstanding results from people's lack of understanding of one another's cultural expectations

12. Generational and Cultural Differences in Communication
Personal and professional cultural enrichment training is recommended
What applies to one individual will not be true for everyone else in that culture

13. Organizational Culture
Customs, norms, and expectations within an organization shape behavior
Poor communication can be a source of job dissatisfaction
Violating the organization's communication rules can result in repercussions

14. Modes of Communication
Messages may be oral or written and sent by mail, , or fax
Purpose of the message determines the best mode to use
The more important or delicate the issue, the more intimate the mode should be
Conflict or confrontation is also usually best handled in person

15. Levels of Intimacy in Descending Order
In person
On the telephone
Voic
, instant messaging, and texting
Memos, faxes, and written mail
Posting on social media, including blogs

16. Different Levels of Formality
Applying for a job
Conveying the time and place of an upcoming meeting
Nominating a coworker for an award
Communicating with a family member

17. Directions of Communication
Downward
Manager to staff
Upward
Staff to management, or lower to middle or upper management
Lateral
Between individuals or departments at same level

18. Directions of Communication
Diagonal
Individuals or departments at different levels
Grapevine
Rumors and gossip

19. The Role of Communication in Leadership
Leaders who engage in frank, open, two-way communication are seen as informative
Communication is enhanced when the manager listens carefully and is sensitive to others

20. The Role of Communication in Leadership
A major underlying factor is an ongoing relationship between manager and employees
Successful leaders are able to persuade others and enlist their support

21. Communicating with Employees
Good communication is the adhesive that builds and maintains an effective work group
Giving direction
Know the context of the instruction
Get positive attention
Give clear, concise instructions
Verify through feedback
Provide follow-up communication

22. Communicating with Administrators
Working effectively with an administrator is important because this person directly influences personal success in a career and within the organization
Managing a supervisor is a crucial skill for nurses

23. Communicating with Administrators
Managing upward is successful when power and influence move in both directions
Understand the superior's position from her or his frame of reference

24. Influencing Your Supervisor
Nurses need to approach their supervisor to exert their influence on a variety of issues and problems
Timing is critical; consider the impact of your ideas on other events occurring at that time

25. Communicating with Your Supervisor
Taking a problem to your supervisor
Go with a goal to problem-solve together
Have some ideas about solving the problem
Keep an open mind

26. Communicating with Your Supervisor
Negative inquiry
"I don't understand"
Fogging
Agreeing with part of what was said
Negative assertion
Accepting some blame

27. Communicating with Coworkers and Medical Staff
Can provide support; there may also be competition or conflicts
Should interact on a professional level

28. Communicating with Coworkers and Medical Staff
Relationship of physician and nurse has been that of superior and subordinate
Have considerable power because of their ability to attract patients to the organization

29. Communicating with Patients and Families
The patient (and family) are the principal customers of the organization
Handle complaints and concerns tactfully and expeditiously
Lawsuits can be avoided if the patient or family feels that someone has taken the time to listen to their complaints

30. Communicating with Patients and Families
Most individuals are unfamiliar with medical jargon
Maintain privacy and identify a neutral location for dealing with difficult interactions
Make a special effort to find an interpreter if a patient or family does not speak English
Recognize cultural differences

31. Supporting Collaboration with Medical Staff for Patient Care
Respect physicians as persons, and expect them to respect you
Consider yourself and your staff equal partners with physicians in health care
Build the staff's clinical competence and credibility
Actively listen and respond to physician complaints as customer complaints

32. Supporting Collaboration with Medical Staff for Patient Care
Use every opportunity to increase your staff's contact with physicians
Establish a collaborative practice committee on your unit
Serve as a role model to your staff in nurse-physician communication
Support your staff in participating in collaborative efforts by your words and actions

33. Four Ways that Generate Power
With words
Use the other person's name frequently
Use strong statements
Avoid discounters, clichés, and fillers
Through delivery
Be enthusiastic
Speak clearly and forcefully

34. Four Ways that Generate Power
Through delivery
Make one point at a time
Do not tolerate interruptions
By listening
For facts, emotions, and what is not being said

35. Four Ways that Generate Power
Through body posture and language
Sit next to antagonist; turn 30 degrees to address that person and lean forward
Expand your personal space
Use gestures; smile when pleased, not to please
Maintain eye contact, but do not stare

36. Improving Communication Skills
Consider your relationship to the receiver
Craft your message
Be clear about your goal
Think about how the receiver might respond

37. Improving Communication Skills
Decide on the medium to use
Check your timing
Be prepared when you deliver your message

38. Improving Communication Skills
Attend to responses
Reply appropriately
Conclude when messages are understood
Evaluate the process