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Module 7 > Communication Conflict Civility Change > Flashcards

Communication Conflict Civility Change Flashcards

1
Q

Problems that arise in communication

A

Ineffective and unaware of bias

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2
Q

Problems that arise with incivility

A

Behaviors consistent with bullying and lateral/vertical violence exist “nurses eat their young”

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3
Q

Problems that arise with conflict

A

Lack of training/practice , lack of motivation , uncomfortable with resolving those issues

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4
Q

Problems that arise with change

A

Constant, rapid , unready , chaos

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5
Q

What our nurses required to abide by that helps guide our practice and is the back drop of our decision that the ANA has released?

A

Create an ethical environment and culture of civility and kindness , treating colleagues , coworkers, employees , students and others with dignity and respect.

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6
Q

H

A
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7
Q

3 main types of communication

A

Verbal
Paraverbal
Non verbal

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8
Q

Verbal communication

A

What is said .. use encouraging words , using i rather than you , ask to clarify , repeat what is being said , avoid interrupting ..

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9
Q

What blocks verbal communication

A

Accusatory , sarcasm, blaming, state opinion as facts, pointing fingers , shaking heads, changing the subject, walking away

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10
Q

Paraverbal communication

A

The tone, pitch , volume and dictation of what you are saying..
How you are saying things is more important than what you are saying.

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11
Q

How can we display caring through Paraverbal communication

A

A way to build up silence, slowing down speech , talking in a softer tone, use silence as a way of reflection

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12
Q

How can communication be blocked with Paraverbal communication

A

Yelling
Name calling
Rapid talking
Threatening
The way in the volume you say it
Sarcasm

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13
Q

Assertive communication

A

Respecting both self and others
Honest direct and accurately expresses the persons feelings, beliefs, ideas and opinions
Negotiation
What we use when we want to dissolve the conflict
Recognizes

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14
Q

Passive

A

Disrespecting self and giving others the decision

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15
Q

Aggressive

A

Disrespecting others
When things come out it sounds hateful and disrespectful

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16
Q

3 predominant styles of communication

A

Passive
Assertive
Aggressive

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17
Q

“SURETY” active communication ( therapeutic )

A

S- sit facing the pt
U- uncross arms and legs
R - relaxed
E- maintain eye contact
T- touch
Y - using your intuition ( pause for times you need to clarify or didnt hear something , pause for them to have emotion)

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18
Q

What is surety used for

A

Ideas for us to be more present in the conversation

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19
Q

Therapeutic communication is NOT

A

Giving premature advice
Minimize feelings
Falsely reassuring
Making value judgements
Asking “why” questions
Asking excessive questions
Giving approval
Disapproving
Changing the subject

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20
Q

Strategy for difficult conversations “stop”

A

S- state the situation /problem
T-tell the person what you want
O- offer an opportunity to respond
P-provide closure

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21
Q

Communication strategies

A

SBAR
Call out
Check back
Handoff

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22
Q

3 types of conflict

A

Intrapersonal
Interpersonal
Organizational

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23
Q

Intrapersonal

A

Within a person
Nurse feels overwhelmed and overworked and turned inwardly and say why is no one helping me?

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24
Q

Interpersonal

A

Between others

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25
Q

Organizational conflict

A

A person and the organizations policies and procedures

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26
Q

Presenteeism

A

Coming to work despite illness, injury , anxiety , etc , often resulting in reduced productivity
Don’t want to miss out

27
Q

Absenteeism

A

Calling in to avoid conflict or people

28
Q

Litigation

A

Spreading rumors leading to defamation

29
Q

Accommodating

A

Once party seeks to pacify an opponent - that party is willling to be self sacrificing , they obey and serve other but feel resentment “get nothing in return”

30
Q

Avoiding

A

The party is aware of the conflict but wants to withdraw from it. They are unassertive and uncooperative , postpone dealing with the issue

31
Q

Collaborating

A

Setting aside original goals to work toward a common goal

32
Q

Competing

A

Pursuing a desired solution at the expense of others . Stand up for rights and defend important principles

33
Q

Compromising

A

Each person gives something up
The solution provides incomplete satisfaction of both parties. Assertive and cooperative. Work creatively and openly to find the solution that most fully satisfies all important goals and concerns to be achieved

34
Q

Conflict management

A

Accommodating
Avoiding
Collaberating
Competing
Compromising

35
Q

Results of unresolved conflicts

A

Resentment
Back biting
Bullying
Dysfunctional behaviors ( avoiding, cut words, silent treatment)

All of these lead to distrust and turn over

36
Q

Negotiation

A

Where two or more people come to an agreement

37
Q

Conciliation

A

A 3rd person attempts to diffuse to negative emotions that are often involved in the conflict

38
Q

Mediation or arbitration

A

When the sides are unable to reach a resolution

39
Q

Why is it important to recognize conflict early ?

A

So it doesn’t keep building up

40
Q

What must you be in order to solve conflict

A

Proactive and assertive

41
Q

“DESC” conflict management for all types of conflict and for greater conflict with hostile , harassing behaviors, and the pt care can be set free..

Helps interpersonal conflict*

A

D- describe the specific situation
E- express your concerns about the action
S- suggest other alternatives
C- consequences

As we use this be aware of how we say things and our body language so people feel seen and heard

42
Q

Civility

A

Good manners and being polite
Respecting others
Recognize that all human beings are important
Protecting others from discrimination

43
Q

In civility

A

Lack of civility
Any type of speech or behavior that disrupts the harmony of the home, work , or educational environment

“Nurses eat their young”
“Aggressive communication”

44
Q

Bullying

A

Repeated , unwanted , harmful actions intended to humiliate , offend and cause distress such as hostile remarks , verbal attacks , threats, intimidation and withholding support

45
Q

Team steps framework

A

Performance
Knowledge
Attitudes

46
Q

Situation awareness includes knowing

A

Pt status
Status of team members
Enviromental conditions
Current progress toward goal

Know how to read the room

47
Q

The change theory

A

Driving force
Restraining force
Equilibrium

48
Q

Driving force

A

Are those that push in a direction that causes change to occur .. they facilitate change because they push the pt in a desired direction. They cause a shift in the equilibrium towards change

49
Q

Restraining force

A

Are those forces that counter the driving forces they hinder change becuase they push the pt in the opposite direction .. they cause a shift in the equilibrium that opposes change

50
Q

Equilibrium

A

Is the state of being where driving forces equal restraining forces and no change occurs .. it can be raised or lowered by changes that occur between the driving and restraining forces

51
Q

Who develops the change theory

A

Kurt Lewin

52
Q

Lewins theory involves what 3 elements

A

Unfreezing
Moving (change)
Refreezing

53
Q

Unfreezing

A

Makes it possible for ppl to let go of old patterns where we can move them forward
1)We can increase driving force
2) decrease restraining force that negatively affect the change movement
3) a combo of the first two methods

54
Q

Change

A

Involves a process of change in thoughts, feelings, behaviors or all three that is more liberating or more procedure

55
Q

Refreezing

A

Establishing change as a new habit so it becomes “standard” without this final stage it can be easy for person /organziation go back to old habits

56
Q

1 reason that causes preventable medical errors that can be deadly

A

Poor communication

57
Q

Healthcare workers must

A

Acquire the skill to speak up and discuss things that can be risky and emotional

It will help create a safer environment and help our relationships with one another

58
Q

What is important to keep in mind when talking to others

A

Most of the time people aren’t going to remember what you say

59
Q

What does conflict have an impact on

A

Job satisfaction , individuals, collaborative efforts & organizational costs and most importantly - NEGATIVE impact on patients

60
Q

How can personality differences cause conflict

A

In a high stressful environment personalities can be heightened

61
Q

Cost of mismanaged conflict

A

Presenteeism
Absenteeism
Turnover
Litigation

62
Q

Conflict resolution techniques

A

Negotiation
Conciliation
Mediation or arbitration

63
Q

Horizontal violence

A

Also known as lateral violence or peer abuse
Abuse that is among the same level and it can easily turn into vertical violence if one person that is the bully gets promoted

64
Q

What can resistance to change be caused by?

A

Can be resistant due to no buy in or anxious for new or have emotional response(fear, sadness, anger)

Module 7 (24 decks)

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