Effective Leadership and Management in Nursing CHAPTER EIGHTH EDITION Communicating Effectively 9.
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Transcript of Effective Leadership and Management in Nursing CHAPTER EIGHTH EDITION Communicating Effectively 9.
Effective Leadership and Effective Leadership and Management in NursingManagement in Nursing
CHAPTER
EIGHTH EDITION
Communicating Effectively
9
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Learning OutcomesLearning Outcomes
1. Identify the factors that influence communication.
2. Discuss how communication can be distorted and misunderstood.
3. Choose which communication mode to use depending on the message and the relationship.
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Learning OutcomesLearning Outcomes
4. Explain how communication strategies vary according to the situation and those involved.
5. Improve your collaborative communication skills.
6. Develop a plan to enhance your communication skills.
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Factors that Influence Factors that Influence CommunicationCommunication
• Participant's past conditioning• The situation• Each person's purpose in the
communication• Attitudes toward self, the topic, and one
another
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Successful Communication Successful Communication
• Clear message• Careful listening• Monitoring responses• Providing feedback
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Causes of Distorted Causes of Distorted CommunicationCommunication
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Other Causes of Distorted Other Causes of Distorted CommunicationCommunication
• Using inadequate reasoning• Using strong, judgmental words• Speaking too fast or too slowly• Using unfamiliar words
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Other Causes of Distorted Other Causes of Distorted CommunicationCommunication
• Spending too much time on details• Busy or distracted recipient• Previous negative experience with
sender• Biased perception of message or
sender
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Causes of Email and Texting Causes of Email and Texting MiscommunicationsMiscommunications
• Speedy replies• Sending message to wrong person• Reply to all
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Gender Differences in Gender Differences in CommunicationCommunication
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Generational and Cultural Generational and Cultural Differences in CommunicationDifferences 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Generational and Cultural Generational and Cultural Differences in CommunicationDifferences 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Organizational CultureOrganizational 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Modes of CommunicationModes of Communication
• Messages may be oral or written and sent by mail, email, 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Levels of Intimacy in Descending Levels of Intimacy in Descending Order Order
• In person• On the telephone• Voicemail• Email, instant messaging, and texting• Memos, faxes, and written mail• Posting on social media, including blogs
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Different Levels of FormalityDifferent 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Directions of CommunicationDirections 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Directions of CommunicationDirections of Communication
• Diagonal– Individuals or departments at different
levels
• Grapevine– Rumors and gossip
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
The Role of Communication in The Role of Communication in LeadershipLeadership
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
The Role of Communication in The Role of Communication in LeadershipLeadership
• A major underlying factor is an ongoing relationship between manager and employees
• Successful leaders are able to persuade others and enlist their support
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with EmployeesCommunicating 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Communicating with AdministratorsAdministrators
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Communicating with AdministratorsAdministrators
• Managing upward is successful when power and influence move in both directions
• Understand the superior's position from her or his frame of reference
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Influencing Your SupervisorInfluencing 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Your Communicating with Your SupervisorSupervisor
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Your Communicating with Your SupervisorSupervisor
• Negative inquiry– "I don't understand"
• Fogging– Agreeing with part of what was said
• Negative assertion– Accepting some blame
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Coworkers Communicating with Coworkers and Medical Staffand Medical Staff
• Coworkers– Can provide support; there may also be
competition or conflicts– Should interact on a professional level
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Coworkers Communicating with Coworkers and Medical Staffand Medical Staff
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Patients and Communicating with Patients and FamiliesFamilies
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Communicating with Patients and Communicating with Patients and FamiliesFamilies
• 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Supporting Collaboration with Supporting Collaboration with Medical Staff for Patient CareMedical 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Supporting Collaboration with Supporting Collaboration with Medical Staff for Patient CareMedical 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Four Ways that Generate PowerFour 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Four Ways that Generate PowerFour 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Four Ways that Generate PowerFour 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
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Improving Communication SkillsImproving Communication Skills
• Consider your relationship to the receiver
• Craft your message• Be clear about your goal• Think about how the receiver might
respond
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Improving Communication SkillsImproving Communication Skills
• Decide on the medium to use• Check your timing• Be prepared when you deliver your
message
Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan
Improving Communication SkillsImproving Communication Skills
• Attend to responses• Reply appropriately• Conclude when messages are
understood• Evaluate the process