Communication

Ma. Estrella Lena M. Pusag RNFebruary 27, 2010

1Ma. Estrella Lena M. Pusag RN

Communicating and Collaborating

Communication System and its Barriers

Communicating with Difficult People

Managing Emotions and Conflict


complex exchange of thoughts, ideas or information on at least two levels: verbal and non-verbal as defined by Chitty(2001)

It begins the moment two or more people become aware of each other’s presence.


Is not just cooperation, but is the concerted effort of individuals and groups to attain a shared goal.

Requires• Mutual trust• Recognition• Respect• Shared decision making• Open dialogue


Ma. Estrella Lena M. Pusag RN6

Effective communication requires the sender to determine what the

receiver see and hear.

Modes of Communication

Verbal- face to face, telephone


Modes of Communication

Written Non Verbal- body

language, facial expressions, vocal tones, gestures, touch


INTERNAL CLIMATE EXTERNAL CLIMATE

values feelings temperament stress levels of

the sender and the receiver

weather conditions

temperature timing status power authority


Channels of Communication in an organization by Marquis

Upward Downward Horizontal Diagonal Grapevine



Four dimensional flow of Communication in Nursing Care by Venzon

Muddled or Confusing messages Wrong Channel Language Poor listening skills Gender Physical distraction


Keep calm, watch your body language and avoid arguing at all cost

Provide a "soft cushion" and acknowledge the other person's objection

Follow that statement immediately with "Would you share with me the effect those delays have had on you."

Now paraphrase and ask questions for better understanding

Use "Glad-Sorry-SureMa. Estrella Lena M. Pusag RN

13

Try the 3 F's (feel, felt, found). Use "Separately, First." Now you are ready to provide your

explanation if invited to do so. Focus on what you are able to do, not

what you can't do. After your response, double-check to

assure the person understands. Avoid using the word "but" and instead

replace it with "and."



Conflict is neither good nor bad, and it can produce growth or destruction, depending on how it is managed.

Conflict is generally defined as the internal or external discord that results from differences in ideas, values, or feelings between two or more people

The optimal goal in resolving conflict is creating a win-win solution for all involved.


Intrapersonaloccurs w/in a person; an internal struggle


Interpersonalalso known as horizontal violence or bullying


Intergroupb/w 2 or more groups of people, departments or organizations


Poor communications The alignment or the amount of

resources is insufficient. "Personal chemistry", including

conflicting values or actions among managers and employees

Leadership problems, including inconsistent, missing, too-strong or uninformed leadership (at any level in the organization)


Compromising- gives up something it wants of equal value

“Compromise: Half Way”


Competing- one party pursues what it wants at the expense of the others

“Standing on the ground: My Way”


Cooperating- one party sacrifices his or her beliefs, allows other party to win


Smoothing- one party attempts to compliment the other party or to focus on agreements

“Give in: Your Way”


Avoiding- parties involved are aware of conflict but choose not to acknowledge or attempt to resolve

“Withdraw: No way”


Collaborating- all parties set aside their original goals and work together to establish a supraordinate or priority common goal

“Collaborate: Our way”


Physical- visible, bodily tensions- heavy perspiration, rapid heartbeat

Cognitive- thoughts and ideas; inner thoughts and inner voices

Emotional – feelings of fear, anger, despair


Learn to accept and value emotions at work.

Pay attention to your body Pay attention to your instincts. Pay attention to your perceptions. Regulate your emotions at work.


Communication

Documents

Transcript of Communication