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Leadership > Communication > Flashcards

Communication Flashcards

1
Q

Communication process

A

sender, message - written/nonverbal/verbal - receiver, feedback. (through noise) need COMPLETE circle for communication

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2
Q

What does written communication lack?

A

nonverbal. can be misinterpreted w/ tone, sarcasm, etc - sometimes NEED in person (opportunity for questions, understanding)

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3
Q

Choose the best type of communication for each situation

A

just information? need feedback?

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4
Q

noise

A

internal/external - emotionally, what’s going on around them, etc

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5
Q

Why do nurses need to be great communicators?

A

pt needs/wants, medical staff about pt, safety, ethical, want pt to take action, being able to explain and gain respect from pt, being able to use a variable vocabulary to fit the needs of pt, pt family,

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6
Q

Communication strategies for leaders/managers

A

93% of communication is nonverbal, think through appropriate uses of organizational communication channels/effects of structure on communication. keep messages simple, clear, concise, variety of modes, minimize unnecessary info, do heads up email before face to face (chance to process)

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7
Q

If there is no feedback, it is just

A

information

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7
Q

Channels of communication

A

up, down, horizontal, diagonal, grapevine - use to communicate with different people differently

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7
Q

Modes of communication

A

written, verbal, nonverbal

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7
Q

,

written communication

A

formal/informal, emails, reports, newsletters

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8
Q

verbal communication

A

face to face, telephone, assertive vs aggressive

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9
Q

nonverbal communication

A

silence, space, environment, appearance, eye contact, gestures, facial expressions, tone of voice, personal space, eye contact, position, posture, voice, facial expression, gestures, movement, pace, reaction time, context (environment), physiological response (ex: swallowing), touch

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10
Q

Cautions with written communication

A

consider audience - small to large. no sensitive info that could be sent to wrong person.

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11
Q

Components of email

A

header (subject line), opening, context and task/purpose, summary - details/plan, closing/attachments. concise/simple language, review

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12
Q

Considerations for verbal communication

A

audience - one, few, audience. consider eye contact/space culturally.

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13
Q

When to use verbal communication

A

give info rapidly, emphasize importance, sensitive information, educate, build consensus/relationships, team building

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14
Q

RBAV

A

Repeat back and verify a verbal order

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15
Q

Biggest problem with communication

A

thinking it has taken place

16
Q

effective communication

A

message easily understood/accepted. if poor = errors. effective interpersonal relationships = part of competent leader

17
Q

how do you ensure communication?

A

read back and verify

18
Q

Assertive communication (powerful communication)

A

telling people your needs clearly and directly, starts w/ I vs you (which is aggressive), not afraid/shy. eye contact, body posture, voice tone, inflection, timing, listening, not being afraid to tell people what you want,

19
Q

What does assertive communication do?

A

increase job satisfaction - respect gained, problems solved, feel good about self, anger dealt w/ appropriately, feelings expressed. advocate for self

20
Q

What is assertiveness?

A

expressing your ideas without feeling guilty or intimidated, a form of effective communication, conveying feelings of being self-confident, advocating for yourself, allowing yourself to grow or build your skills, helps you to listen to other people’s ideas, stand tall, speak clearly, feel respected, you don’t always get what you want but you did get to say your piece/ opinion, and when giving an assertive response it starts with I.

21
Q

When asked for suggestions, don’t be afraid to give

A

opinion

22
Q

Communication tips

A

friendliness (point people in right direction), watch distractions (ex: phone, computer), humble/apologize for mistakes, listen carefully, be assertive

23
Q

Safety communication: ARCC

A

ask, request, concern, chain of command

24
Q

ask

A

question to prompt other person of potential safety issue

Is the seal broken on that?

25
Q

request

I think we should get another; I think we have breached sterility

A

change to make person aware of risk

26
Q

concern

A

voice if person is resistant

“I have a concern… “; everything stops and we need to right the wrong.

27
Q

Things assertiveness is not:

A

beating around the bush, leaving everything to others, giving up when you run into problems or barriers,

28
Q

chain of command

A

Use this if the concern is disregarded

29
Q

shift report

A

praise vs criticize, teach if deficit. encourage - ease doubt/anxiety for unpredictable/confusing situation. respect/value coworkers

SBAR communication, safety communication

30
Q

Aggressive communication

A

statements start with you, “you did this”, wants to win at any cost, usually has cuss words, puts others down, doesn’t listen to other people’s ideas or feelings, yelling, loud, threatening, condescending,

31
Q

What helps to be assertive?

A

planning out conversations, make eye contact, stand your ground,

32
Q

If verbal and nonverbal conflict which do you go with?

A

nonverbal

33
Q

What can you say if someone doesn’t realize they’re being aggressive?

A

ouch

34
Q

Say no

A

don’t owe anyone an explanation

35
Q

I have a concern

A

everyone stops until it is fixed

36
Q

Passive communication

A

suffer in silence

37
Q

passive aggressive communication

A

sarcastic, manipulation, say one thing and mean another

38
Q

How can an assertive person respond to an aggressive person?

A

reflect what they said, repeat assertive communication, what I hear you saying, rephrase aggressor’s message in assertive language, use question

39
Q

Body language

A

50-70% of communication, can be misinterpreted, effects whether seen as approachable

40
Q

Why is good communication important?

A

prevent mistakes/misunderstandings/quality issues, enables next shift to do their job well, be able to interpret others, be able to communicate with others

41
Q

SBAR

A

Situation, background, assessment, recommendation or request

Two different types: calling Dr or giving feedback

Leadership (16 decks)

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