Communication Flashcards
(11 cards)
The 4 Types of Communcation Styles
- Passive
- Aggressive
- Passive Aggressive
- Assertive
Passive Style; Trait, Behaviour, Effect and Example
Key trait: Avoids expressing their own needs or opinions.
Behaviour: Quiet, apologetic, avoids conflict.
Effect: Others may disregard their needs, stops you advocating for yourself and your patients
Example: “It’s fine, I don’t mind. Whatever you think is best.”
Aggressive Style; Trait, Behaviour, Effect and Example
Key trait: Expresses needs and opinions in a forceful or hostile way.
Behaviour: Dominating, interrupting, blaming, intimidating.
Effect: May get short-term results but damages relationships and trust, less likely to be challenged when dangerous practice is being undertaken
Example: “This is your fault — I told you how to do it!”
Personal Refelection; Which communication style am I?
- Come across all styles
- Most challenging is aggressive
- Personally used to be passive, then with time and confidence become more assertive eg advocating with handovers, gp’s DNR example
Passive Aggressive Style; Trait, Behaviour, Effect and Example
Key trait: Indirectly expresses negative feelings while appearing passive.
Behaviour: Sarcasm, backhanded comments, deliberate procrastination.
Effect: Creates confusion, tension, and mistrust.
Example: “Sure, I’ll do it… eventually.” (then doesn’t)
Assertive Style; Trait, Behaviour, Effect and Example
Key trait: Communicates needs clearly and respectfully, challenges people but keeps them ‘on their side’
Behaviour: Confident, honest, listens actively
Effect: Builds trust, resolves conflict, encourages mutual respect.
Example: “I understand where you’re coming from. Can we work out a better plan together?”
What does iSBAR mean?
introduction - tell them who and where you are
Situation - a concise statement of the problem
Background - pertinent and brief information related to the situation
Assessment - analysis and considerations. What you find. What you think
Recommendation - action requested/recommended. What do you want
What situations is SBAR good for?
- Good for discussions with CCD/consultants/updating new staff into a team
- Can be handover
- Urgent communication
- Discussions with other health professionals
- Escalating a concern
- Discussing a thought process
ATMIST
A ge
T ime
M echanism
I njuries
S igns
T reatments
ASHICE
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H istory
I njuries
C onditions
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Whats the PACE model?
Probe - gain attention
Alert - repeat concern with increased volume
Challenge - formally state concerns and challenge individual decision
Emergency - gain eye contact, take over a task telling them or forcing them to stop when it is dangerous
