1. EFFECTIVE COMMUNICATION

2. Communication  “the lubricant of organizations…”

3. 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

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

5. 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

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

7. 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

8. Communication Networks Wheel Y Chain Circle All-channel

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

10. NURSING AND HEALTH CARE COMMUNICATION IS COMPLICATED BY JARGON!

11. FEEDBACK - Related to communication - Related to communication - Related to morale - Related to morale - Sequelae of delegation - Sequelae of delegation

12. 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

13. 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

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

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