Transcript 2- upward communication

COMMUNICATION
COMMUNICATION

Communicating clearly, effectively and
successfully is critical for the nurse
manager.

-Therapeutic communication skills, not
sufficient in a complex management
environment .

Communication is the lubricant of organization.

Use successful techniques of
communication to express, ideas
(verbally and in writing & able to listen
accurately to others .

Success of management strategies
depends upon effective communication
because managers work through others.

More than 80% of managerial time
may be spent in some type of
organizational communication 16%
reading, 9% writing, 30% speaking
and 45% listening.
COMMUNICATION PROCESS:
 six steps:
 Ideation
 Encoding
 Transmission
 Receiving
 Decoding
 Response .
Ideation-Encoding-Transmission-Receiving-Decoding-Response
Response-Decoding-Receiving-Transmission-Encoding
1- Ideation: sender decides to share &
develops an idea or selects information to
share .
 the sender needs to know his goal and
think clearly, or the message may be
meaningless.

Communication process cont…

2- Encoding: putting meaning into
symbolic forms," Speaking, writing, or
nonverbal behavior " . (understood manner)

3- Transmission: of the message, must
overcome obstacles .

4- Receiving: The receiver’s senses of
seeing and hearing are activated as the
transmitted message is received.
5- Decoding of the message: the
receiver defines words and interprets
gestures during the transmission of speech.
 Written messages allow more time for
decoding .
 symbols based on one’s personal, cultural,
and, professional biases (differ from sender & receiver)
 Communication process dependent on the
receiver’s understanding of the information.


6- Response or feedback: sender must
know that the message has been received
and accurately interpreted .
PRINCIPLES OF EFFECTIVE
COMMUNICATION:
1- Information giving is not
communication, it requires mutual
interaction between participant& receiver
 2- The sender is responsible for clarity of
communicating ideas.
 3- Use simple and exact language : words
used precisely and in the simplest terms
selection words in terms of the listener’s
not sender's.


4- Feedback should be encouraged .
5- The sender must have credibility (say
what you mean and mean what you say) .
6- Acknowledgment of others is essential.
 7- Direct channels of communication is
the best
e.g. Face-to-face communication is
preferable to written and phone
communication . (you can read body
Language &facial expression)


Incongruence between what is actually
said and the nonverbal message , listener
will believe the nonverbal message =
(difficult communication).
COMMUNICATION SYSTEMS

Communication channels by manager:
downward, upward, lateral, Diagonal
grapevine.

1- DOWNWARD COMMUNICATION:
From the superior to the subordinate .
 primarily directive and helps coordinate
the activities of different levels .
 includes oral and written indoctrination
education .

DOWNWARD COMMUNICATION cont…

1.
2.
3.
4.
5.
6.
Common forms of downward
communication:
Employee handbooks
Operating manuals
Job description sheets.
Performance appraisal interviews.
Employee counseling.
letters.
(Contributes to greater subordinate dissatisfaction
than upward communication)
2- UPWARD COMMUNICATION
(COMMUNICATION WITH SUPERORS).
encourage delegation of authority .
 provides a means for motivating and
satisfying personnel .
 supervisor summarize information and
passes it upward to the next level .
 Accurate upward communication
effective in problem solving .

*Common upward communication include:
1.
Face-to-face discussion.
2. Staff meetings.
3. Written reports.
4. Suggestion boxes
5. Counseling,
6. Democratic management in general.
3- LATERAL COMMUNICATION OR
HORIZONTAL COMMUNICATION.
Departments or personnel on the same
level of the hierarchy to coordinate
activities.
 Communication with other health care
personnel.
 Committees, conferences, and meetings
facilitate horizontal communication
 Usually follows formal channels.

4- DIAGONAL
COMMUNICATION:
Between individuals or departments not
on the same level of the hierarchy.
 Informal in nature.
 Multidirectional communication (all
directions at the same times) .

5- THE GRAPEVINE COMMUNICATION:
Informal methods of communication .
 grapevine transmits information much
faster than the formal channels because it
uses cluster chain pathways, involving three
or four individuals at a time instead of going
from one person to another .


Grapevine information is often
fragmentary and incomplete .
 The individual dose not have to answer
to his/her superior for misinforming
others.
 Managers can learn much by listening to
the grapevine using informal channels to
pass on correct information.
BARRIERS TO COMMUNICATION


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

1-Gender : (medical doctor & female nurse)
The male role is active and vital, while the
female role is passive and compliant.
Differences in genders and in power and
status, continue to affect the types and quality
of communication
2-Making a value judgment about the value of
a message .
3-Lack of clarity : (e.g.: too fast or too slow)
resulting from inadequate vocabulary lead to
the faulty transmission of ideas.
4-Subordinates will not report problems if it
viewed as a weakness in their performance
appraisal.
BARRIERS TO COMMUNICATION cont….





5-Time pressures also barriers that prevent
communication.
6-Advice – giving response: only when
requested as a conclusion of conversation .
7- Discounting of other’s experience .
8-Diagnosing, psychoanalytic response tell
others what they feel If the Dx is wrong, the
speaker feels pressed. — If the Dx is right the
speaker may feel exposed or cornered).
9-Warning, admonishing, commanding
response .
WORKING WITH PHYSICIANS
(COMMUNICATION WITH DOCTORS).

often difficult for nurse manager because
of the nature of the physician/nurse
relationship .

The historical R/S of “superior and
subordinates”.
Gender: male physician and female nurses
 Today’s nurse managers are role models
and leaders for establishing nursephysician relationship on their units.

Strategies support collaborations
between nurses &doctors:
A- It is necessary to view the physician as a
nursing service customer.
B- Establish committee composed of equal
membership of nurses and physicians.
 In the meetings, identify problems,
develop mutually satisfactory solutions .
 Emphasize similarities and quality care .
 Start with positive physicians who will
support the committee
C - Actively listen to .physician complaints
as customer complaints .
D- Stop blaming physicians for comm.
problems .
E- Build your staff's clinical competence
and credibility .
F- Consider your self & your staff as
partners with physicians in health care .
G- Respect the physicians as persons and
(expect they respect you) .
H - Use every opportunity to your staff’s
contact with doctors:
“Remember that limited interactions contribute to
poor communication” .
I- Serve as a role model to your staff: in nurse
– physician communication .
J- Support your staff in participating in
collaborative efforts by words and by action.
COMMUNICATION WITH
DIFFICULT PEOPLE
 Requires special communication skills to
deal with some personalities: (hostile,
aggressive, complaining, negative,
unresponsive and overly nice).
 Special challenge for the nurse to deal with
Difficult or problem maker person)
 If the difficult person were a patient or a
pt’s family members, remember (Therapeutic
role or relationship).
 You must use managerial rather than a
therapeutic R/T with staff.
PRINCIPLES IN DEALING WITH A " DIFFICULT PERSON "
1.
2.
3.
4.
5.
6.
7.
Remember you are a manager to the staff,
not their nurse.
Identify unacceptable, behavior and make
note of it.
Provide immediate feedback on behavior,
positive or negative.
If negative conflict behavior continued! do
disciplinary counseling.
Be consistent and persistent.
Seek your supervisor’s consultation about the
problem and plan of solution.
If problem is not corrected use the standard
procedures to recommend termination.
The end
Thank you