1. Communication “the lubricant of organizations…”

2. Communicating: Vital aspect of management The art of being able to structure and transmit a message in a way that another can easily understand and/or accept

3. Types of Communication Verbal –Oral –Written –E-mail Nonverbal –Expression –Expressive behaviors –Body language

4. Communication Distinctions Formal/Informal –Official/unofficial information exchange Vertical/horizontal –Superior-subordinate/peers Personal/impersonal –Situation of mutual influence/exchange without mutual influence Instrumental/expressive –Necessary for job/nonjob information transmission

5. message formation message encoding message transmission message reception message decoding Sender-Receiver Model: Each single communication 5 steps PATHWAY BETWEEN 2 PEOPLE- INTERACTION OCCURS

6. PERCEPTION AND INTERPRETATION FORM FILTERS FOR MESSAGES Creates potential for communication breakdown: Result=miscommunication USE SIMPLICITY, CLARITY, APPROPRIATE TIMING, RELEVANCE, ADAPTATION TO CIRCUMSTANCES, AND CREDIBILITY

7. Communication Networks Wheel Y Chain Circle All-channel

8. Effectiveness of Communication Related to timing Related to choice of channel Related to message structure Related to delivery style Related to mode

9. NURSING AND HEALTH CARE COMMUNICATION IS COMPLICATED BY JARGON! List a Few!

10. FEEDBACK Related to communication Related to morale Sequelae of delegation FEEDBACK LOOP

11. FEEDBACK AND CRITICISM Both constructive/negative criticism exist –Use feedback constructively to improve individual and team productivity and performance Affects morale, motivation and team cohesiveness –Leader directed feedback is powerful tool in shaping behavior of team as team

12. Four Types of Feedback Clarifying –restating instructions, making sure there is no confusion Interpretive –involves making observation of the team’s behavior Judgmental –involves drawing conclusion in form of value judgment Personal reaction –gives information about your personal feelings

13. Practice Giving Feedback to the Following: 1. In your family planning clinic, one of the assistants who also performs secretarial work has decided to telephone the patients their HIV test results before consulting with you, the RN who generally counsels patients about these issues. 2. A medical assistant has been discussing confidential information about patients in the coffee room. 3. Maria, the nursing assistant on the night shift at the long- term care center, routinely complains about having to turn patiens who are “just going to die anyway.” 4. You have observed a new colleague drawing blood without using gloves. Someone needs to talk with her.

14. Communication Strategy: Responding to Criticism Ask for more information Agree with the critic Use listening skills to guide the critic toward the real problem source

15. CONSTRUCTIVE CRITICISM Not focused on blame Not person’s characteristic, attack, defamation of character Focused on an analysis of the problem Positive critiquing includes: –BALANCING THE POSITIVES AND NEGATIVES –POINTING OUT PROBLEMS AND SOLUTION OPTIONS

16. Appearance and behavior combine to add to the total communication

17. ORGANIZATION COMMUNICATION Group dynamics Multiple people, influence, personalities, politics Types of information transmission, flow of formal and informal information –(e.g. RIFs, rules, charges, liabilities)

18. Six Areas of Organizational Communication Problems Accessibility of information Communication channels Clarity of messages Span of control Flow control/communication load Individual communicators

19. SPECIFIC COMMUNICATION PROBLEM AREAS Verbal abuse Sexual harassment

20. Communication Styles Passive Aggressive Passive-aggressive Assertive

21. Communication Intervention Techniques Assertive communication –Shift your focus –Create a positive open attitude –State your perception –Establish mutual goals Use of “I” messages Incorporate balance Include strengths, review contributions Solicit feedback