Effective Communication and Workplace Conduct

Vocabulary flashcards based on the lecture notes about effective communication, disruptive behaviors, and workplace violence in healthcare settings.

Civility

Courtesy; politeness; a polite action or expression.

Incivility

Rude, disruptive, intimidating, and undesirable behavior directed at another person resulting in psychological or physiological distress.

Horizontal Violence

Physical, verbal, or emotional abuse, anger, or aggression directed at RN coworkers at the same organizational level.

Bullying

Persistent intimidating actions by individuals (or a group) that are directed towards an individual (or a group) to intimidate, degrade, humiliate, or undermine.

Workplace Violence

Any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the worksite.

SBAR Communication

A structured method for communicating critical information that includes Situation, Background, Assessment, and Recommendation.

Nonverbal Innuendo

Using nonverbal cues to express discontent or disapproval without directly stating it.

Gossiping

Spreading negative information or rumors about someone behind their back.

Withholding Information

Intentionally holding back important information that someone needs to perform their job effectively.

Scapegoating

Assigning blame unfairly to someone for mistakes or problems.

Ostracism

Excluding someone from a group or social activities.

Emotional Intelligence (EQ)

The ability to understand and manage one's own emotions, as well as recognize and influence the emotions of others.

DESC

A communication strategy that focuses on describing the situation, expressing feelings, specifying the desired change, and stating the consequences.

CUS

A communication technique that uses 'Concerned, Uncomfortable, Safety' to voice concerns.

Assertive Communication

Expressing one's needs and opinions clearly and respectfully, without being aggressive or passive.

TeamSTEPPS

An evidence-based teamwork system to improve communication and teamwork skills among healthcare professionals.

Cognitive Rehearsal

A mental preparation technique involving practicing how to respond to specific situations, such as incivility in the workplace.

De-escalation - Give Choices

Providing a person with 2-3 acceptable options.

De-escalation - Prompt Activity

Initiating an activity that is mutually exclusive with the unwanted behavior.

De-escalation - Wait

Giving the person some physical space.

Vulnerability

The state of being easily hurt or susceptible to negative impacts.

Nurse Attrition

The reduction in the number of nurses in a workforce, whether by resignation, firing, or other means.

De-escalation

The process of reducing the intensity of a conflict or potentially violent situation.

Physical Awareness

Being aware of potential dangers and surroundings in your physical environment.

Positioning

Strategic placement in a room to allow quick exit in potentially unsafe situations.

Verbal Affronts

Verbal attacks with insulting or critical words.

Demeaning Comments

Dismissive or condescending statements.

Sabotaging a Co-worker

Actions taken to undermine or intentionally hinder someone's work or progress.

Occupational Safety and Health Administration

The governing body that oversees workplace safety.

Risk Workplace

A hostile work environment that hinders communication and is harmful