Transcript Unit 2 - Oakton Community College

Unit 2
Ginny Rogers NUR211 2003
The ultimate leader is
one who is willing to
develop people to the
point that they
eventually surpass him
or her in knowledge and
ability.
-Fred A Manske, Jr.
Ginny Rogers NUR211 2003
Communication
Encoder -sender
Message –information, ideation
Sensory Channel - method (verbal,
nonverbal)
Decoder - receiver
Feedback - degree of understanding
Circular - continuous and mutually
interdependent, influenced by behaviors
Read over 10 basics for good communication
pp53-57
Ginny Rogers NUR211 2003
Listening Sequence
Listen (most critical)
Eye Contact
Attentive body language
Vocal qualities
Vocal tracking
Ginny Rogers NUR211 2003
COMPONENTS OF
EFFECTIVE
COMMUNICATION
Information alone is not communication
Sender is responsible for clarity
Use simple, precise language
Encourage feedback
Sender need credibility
Acknowledgment of others
Direct channels of communication are best
Ginny Rogers NUR211 2003
Blocks to
communication
Poor listening
Time and work demands
Semantics
Frame of reference
Culture and gender
Ginny Rogers NUR211 2003
Patterns of
communication within
groups
Downward, upward, both, circular,
multichanneled
Type of group defines the type of
communication
Leadership within the group
Sick groups
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Working Effectively With
Groups
Awareness of leader impact
Insight into needs, abilities, and
reactions
Belief in group decision making
Understanding how a group ticks
Flexibility as a leader or member
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How Groups Function
Content level
The known and agreed upon purpose of
the meeting
 The formal agenda
 “what the group is dealing with
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Process Level
Relates to the hidden agendas that
individuals in the group might have
Refers to “how” a group is operating
Concerned with:
The emotional levels of participants
 Their own motivational needs
 Their interpersonal relationships
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Ginny Rogers NUR211 2003
Communicating with
different populations
Superiors
Subordinates
Peers
Medical staff
Other members of health care team
Patients, families
People of other cultures
Ginny Rogers NUR211 2003
Communication Climate
Supervisor centered
One-way communication
 Supervisor dominates
 Supervisor does not listen
 Supervisor closed to ideas
 Employee says what boss wants to hear
 Cautious upward communication
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Ginny Rogers NUR211 2003
Communication Climate
Employee centered
Two-way centered
 Supervisor listens
 Supervisor encourages
 Supervisor open to ideas
 Employee feels recognized
 Employee keeps boss informed
 Employee does not hide information
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Ginny Rogers NUR211 2003
Critical Thinking
Underlying assumptions
Interpretation of information
Evaluation of arguments
Alternative perspectives
Ginny Rogers NUR211 2003
Traditional ProblemSolving
Identify the problem
gather data to analyze causes and
consequences
explore alternative solutions
evaluate the alternatives
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Traditional ProblemSolving
select the appropriate solution
implement the solution
evaluate the results
(differs slightly from book)
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Decision-Making
1.
2.
3.
4.
5.
6.
7.
Problem awareness & diagnosis
Set objectives
Search for alternative solutions
Compare and evaluate alternative solutions
Choose among alternative solutions
Implement the solution
Follow-up and control
Ginny Rogers NUR211 2003
Decision-Making
Process
Identify Participants
Gather pertinent facts
Generate alternative decisions
Predict outcomes
Plan for managing consequences
Select the best alternative
Ginny Rogers NUR211 2003
TYPES OF CONFLICT
INTRAPERSONAL

INTERNAL STRUGGLES
INTERPERSONAL - MOST FREQUENT

BETWEEN TWO OR MORE INDIVIDUALS
INTERGROUP - TWO OR MORE GROUPS

INCLUDES STRUGGLES FOR POWER,
AUTHORITY, TERRITORY, GOALS,
RESOURCES, ETC..
Ginny Rogers NUR211 2003
Common Conflicts in Nursing
Professional/Bureaucratic
Nurse/nurse
Nurse/doctor
Personal competency
Competing role
Expressive/instrumental
Patient/nurse
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Dual Nature of Conflict
Constructive conflict the cutting edge of
growth – leads to revitalization
Destructive conflict based on
Misunderstanding
 Lack of cooperation
 Misuse of power
 Unfairness
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Positive Terms
Associated With Conflict
Exciting
Creative
Helpful
Courageous
Stimulating
Growth-producing
Strengthening
clarifying
Ginny Rogers NUR211 2003
Negative Terms
Destructive
Confrontational
Disagreement
Tension
Anger
Pain
Hostility
anxiety
Ginny Rogers NUR211 2003
Managing Conflict
Stage I – Issue
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Determine the nature of the conflict
Power of the individuals
Cooperation
Open communication
Stage II – make use of facilitative techniques
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Neutral setting
Depersonalize issue
Time frame
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Stage III – Move toward resolution
Clarify meanings
Validate perceptions
Summarize
Stage IV – Implement outcome decision
Identify new expectations
Smooth transition
Monitor outcome
Ginny Rogers NUR211 2003
Goals of Conflict Management
Win-Lose
Lose-Lose
Win-Win
Integrative methods
Modes of conflict management
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Competition
Collaboration
Compromise
Avoidance
accommodation
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Ethical Principles
Autonomy
Beneficence
Nonmaleficence
justice
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Barriers to Ethical
Decision Making
Limited educational moral development
Violence
Fear of litigation
Technology
Complex organizations
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Role of Institutional
Ethics Committee
Education
Policy and guideline recommendations
Case review
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Ethics in Relationships
Employer-Employee relationships
Peer relationships
Nurse-patient relationships

Patient’s Bill of Rights
Ginny Rogers NUR211 2003