Effective Leadership and Management in Nursing CHAPTER EIGHTH EDITION Communicating Effectively 9

Effective Leadership and Effective Leadership and Management in NursingManagement in Nursing

CHAPTER

EIGHTH EDITION

Communicating Effectively

9

Effective Leadership and Management in Nursing, Eighth EditionEleanor J. Sullivan

Learning OutcomesLearning Outcomes

1. Identify the factors that influence communication.

2. Discuss how communication can be distorted and misunderstood.

3. Choose which communication mode to use depending on the message and the relationship.


Learning OutcomesLearning Outcomes

4. Explain how communication strategies vary according to the situation and those involved.

5. Improve your collaborative communication skills.

6. Develop a plan to enhance your communication skills.


Factors that Influence Factors that Influence CommunicationCommunication

• Participant's past conditioning• The situation• Each person's purpose in the

communication• Attitudes toward self, the topic, and one

another


Successful Communication Successful Communication

• Clear message• Careful listening• Monitoring responses• Providing feedback


Causes of Distorted Causes of Distorted CommunicationCommunication

• Metacommunications– Oral messages accompanied by

nonverbal messages

• Intrasender conflict– Nonverbal communication can distort

the meaning of the spoken words

• Intersender conflict– Person gets conflicting messages from

different sources


Other Causes of Distorted Other Causes of Distorted CommunicationCommunication

• Using inadequate reasoning• Using strong, judgmental words• Speaking too fast or too slowly• Using unfamiliar words


Other Causes of Distorted Other Causes of Distorted CommunicationCommunication

• Spending too much time on details• Busy or distracted recipient• Previous negative experience with

sender• Biased perception of message or

sender


Causes of Email and Texting Causes of Email and Texting MiscommunicationsMiscommunications

• Speedy replies• Sending message to wrong person• Reply to all


Gender Differences in Gender Differences in CommunicationCommunication

• Men and women communicate differently

• Using gender-neutral language helps bridge the gap between men's and women's ways of communicating

• Men and women can improve their ability to communicate with one another


Generational and Cultural Generational and Cultural Differences in CommunicationDifferences in Communication

• Generational differences affect communication styles

• Cultural attitudes, beliefs, and behaviors also affect communication

• Misunderstanding results from people's lack of understanding of one another's cultural expectations


Generational and Cultural Generational and Cultural Differences in CommunicationDifferences in Communication

• Personal and professional cultural enrichment training is recommended

• What applies to one individual will not be true for everyone else in that culture


Organizational CultureOrganizational Culture

• Customs, norms, and expectations within an organization shape behavior

• Poor communication can be a source of job dissatisfaction

• Violating the organization's communication rules can result in repercussions


Modes of CommunicationModes of Communication

• Messages may be oral or written and sent by mail, email, or fax

• Purpose of the message determines the best mode to use

• The more important or delicate the issue, the more intimate the mode should be

• Conflict or confrontation is also usually best handled in person


Levels of Intimacy in Descending Levels of Intimacy in Descending Order Order

• In person• On the telephone• Voicemail• Email, instant messaging, and texting• Memos, faxes, and written mail• Posting on social media, including blogs


Different Levels of FormalityDifferent Levels of Formality

• Applying for a job• Conveying the time and place of an

upcoming meeting• Nominating a coworker for an award• Communicating with a family member


Directions of CommunicationDirections of Communication

• Downward– Manager to staff

• Upward– Staff to management, or lower to middle

or upper management

• Lateral– Between individuals or departments at

same level


Directions of CommunicationDirections of Communication

• Diagonal– Individuals or departments at different

levels

• Grapevine– Rumors and gossip


The Role of Communication in The Role of Communication in LeadershipLeadership

• Leaders who engage in frank, open, two-way communication are seen as informative

• Communication is enhanced when the manager listens carefully and is sensitive to others


The Role of Communication in The Role of Communication in LeadershipLeadership

• A major underlying factor is an ongoing relationship between manager and employees

• Successful leaders are able to persuade others and enlist their support


Communicating with EmployeesCommunicating with Employees

• Good communication is the adhesive that builds and maintains an effective work group

• Giving direction– Know the context of the instruction– Get positive attention– Give clear, concise instructions– Verify through feedback– Provide follow-up communication


Communicating with Communicating with AdministratorsAdministrators

• Working effectively with an administrator is important because this person directly influences personal success in a career and within the organization

• Managing a supervisor is a crucial skill for nurses


Communicating with Communicating with AdministratorsAdministrators

• Managing upward is successful when power and influence move in both directions

• Understand the superior's position from her or his frame of reference


Influencing Your SupervisorInfluencing Your Supervisor

• Nurses need to approach their supervisor to exert their influence on a variety of issues and problems

• Timing is critical; consider the impact of your ideas on other events occurring at that time


Communicating with Your Communicating with Your SupervisorSupervisor

• Taking a problem to your supervisor– Go with a goal to problem-solve

together– Have some ideas about solving the

problem– Keep an open mind


Communicating with Your Communicating with Your SupervisorSupervisor

• Negative inquiry– "I don't understand"

• Fogging– Agreeing with part of what was said

• Negative assertion– Accepting some blame


Communicating with Coworkers Communicating with Coworkers and Medical Staffand Medical Staff

• Coworkers– Can provide support; there may also be

competition or conflicts– Should interact on a professional level


Communicating with Coworkers Communicating with Coworkers and Medical Staffand Medical Staff

• Medical staff– Relationship of physician and nurse has

been that of superior and subordinate– Have considerable power because of

their ability to attract patients to the organization


Communicating with Patients and Communicating with Patients and FamiliesFamilies

• The patient (and family) are the principal customers of the organization

• Handle complaints and concerns tactfully and expeditiously

• Lawsuits can be avoided if the patient or family feels that someone has taken the time to listen to their complaints


Communicating with Patients and Communicating with Patients and FamiliesFamilies

• Most individuals are unfamiliar with medical jargon

• Maintain privacy and identify a neutral location for dealing with difficult interactions

• Make a special effort to find an interpreter if a patient or family does not speak English

• Recognize cultural differences


Supporting Collaboration with Supporting Collaboration with Medical Staff for Patient CareMedical Staff for Patient Care

• Respect physicians as persons, and expect them to respect you

• Consider yourself and your staff equal partners with physicians in health care

• Build the staff's clinical competence and credibility

• Actively listen and respond to physician complaints as customer complaints


Supporting Collaboration with Supporting Collaboration with Medical Staff for Patient CareMedical Staff for Patient Care

• Use every opportunity to increase your staff's contact with physicians

• Establish a collaborative practice committee on your unit

• Serve as a role model to your staff in nurse-physician communication

• Support your staff in participating in collaborative efforts by your words and actions


Four Ways that Generate PowerFour Ways that Generate Power

• With words– Use the other person's name frequently– Use strong statements– Avoid discounters, clichés, and fillers

• Through delivery– Be enthusiastic– Speak clearly and forcefully



• Through delivery– Make one point at a time– Do not tolerate interruptions

• By listening– For facts, emotions, and what is not

being said



• Through body posture and language– Sit next to antagonist; turn 30 degrees

to address that person and lean forward– Expand your personal space– Use gestures; smile when pleased, not

to please– Maintain eye contact, but do not stare


Improving Communication SkillsImproving Communication Skills

• Consider your relationship to the receiver

• Craft your message• Be clear about your goal• Think about how the receiver might

respond



• Decide on the medium to use• Check your timing• Be prepared when you deliver your

message



• Attend to responses• Reply appropriately• Conclude when messages are

understood• Evaluate the process

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Effective Leadership and Management in Nursing CHAPTER EIGHTH EDITION Communicating Effectively 9