Effective Communication and Conflict Resolution- Leadership

active listening

The process of hearing what others are saying with a sense of seriousness and discrimination

conflict

An experience in which there is simultaneous arousal of two or

more incompatible motives

filtration

unconscious exclusion of extraneous stimuli

information

the data that are meaningful and alter the receiver's understanding

interpretation

receiver's understanding of the meaning of the communication

negative communication

behaviors that block or impair effective communication

perception

the manner in which one sees reality

positive communication

behaviors that enhance effective communication

communication

complex process that can easily lead to misunderstandings

why is understanding communication required?

to interact professionally with patients, families, peers, managers, student nurses, physicians, other members of the interdisciplinary team, and the public

verbal communication

spoken word

Factors that influence meaning of speech

Same words can have several meanings

Tone or inflection affects meaning

True meaning of a statement may be contained in the emphasis placed on a specific word

attitude

Involves a predisposition or tendency to respond in one way or another

what is more meaningful than the actual words spoken?

Attitude that accompanies a verbal interaction

nonverbal communication

positive and negative body language

possible body language

Open and relaxed posture, maintaining eye contact and smiling

Using inviting hand gestures and nodding to show engagement

Mirroring the other person's body language to establish rapport

Displaying confident body language and purposeful movement

Pleasant, polite, and warm voice

negative body language

Closed-off posture, avoiding eye contact, and displaying tense facial expressions

Fidgeting, excessive movements, and defensive body language

Aggressive gestures, rolling eyes, and signs of impatience

Distancing oneself physically using negative verbal cues

Loud, abusive, threatening voice

positive communication techniques

Openness

Empathy

Supportiveness

Positiveness

Equality

Developing trust - keeping promises

Using "I" messages

Expressing empathy

Do's and Dont's of therapeutic communication

why should the sender ask for feedback?

to be certain the receiver is correctly interpreting what is being said

when should the receiver stop the sender?

any time the message becomes unclear and provide feedback regularly

assertive communication

healthiest form of communication

pronounce their basic rights without violating the rights of others

includes active listening and reflective feedback so that other individuals recognize that their opinions are valued as the assertive communicator seeks to find an acceptable solution without compromising his or her own needs

aggressive communication

make decisions for themselves and others with the intent of always coming out "the winner."

want their needs met exclusively and immediately, using guilt, hurt, anger, and a repertoire of other manipulation tools

passive communication

the polar opposite of aggressive communicators

allow others to make decisions for them in the hope of avoiding confrontation or difficult situations

they're dishonest because they would rather succumb than state their true feelings or needs

closed communication styles

⬤ Asking yes/no questions

⬤ Making inquiries or statements that require single-word answers and limit the response

⬤ Crossing arms, hands on the hips

⬤ Avoiding eye contact

⬤ Turning away or moving away from the individual

negative communication techniques

Name calling

Diverting

Grilling

Fixing

Judging

Preaching

Reassuring

Diagnosing

electronic health record

Absolute accuracy is paramount when one is recording in the legal document (medical record)

Every effort should be made to report concisely

written communication

e-mail, text messages, attachments, chats

what do you need to beware of with written communication?

communication via computer can often be retrieved even after it has been deleted

conflict is created...

intentionally

why may conflict occur?

lack of awareness of how our own behavior contributes to interpersonal problems

steps to resolve conflict

Recognize one's own conflict resolution style

Engage in active listening

All people involved must view their conflict as a problem to be solved mutually

causes of conflict

ineffective communication

unclear expectations of team members in their various roles

poorly defined or actualized organizational structure

conflicts of interest and variance in standards

incompatibility of individuals

management or staffing changes

diversity related to age, gender, race, or ethnicity

categories of conflict

intrapersonal

interpersonal

intergroup

intrapersonal conflict

occurs within the person and can involve internal struggle related to contradictory values or wants

interpersonal conflict

occurs when two or more people with differing values, goals, or beliefs

what is a form of interpersonal conflict?

bullying and incivility

what does interpersonal conflict contribute to?

burnout and work-related stress

intergroup conflict

occurs between two or more groups of individuals, departments, or organizations and can be caused by a new policy or procedure, a change in leadership, or a change in organizational structure

stages of conflict

latent conflict

perceived conflict

felt conflict

manifest conflict

conflict aftermath

stage 1: latent conflict

the actual conflict has not yet developed; however, factors are present that have a high likelihood of causing conflict to occur

stage 2: perceived conflict

a party perceives that a problem is present though an actual conflict might not actually exist

stage 3: felt conflict

those involved begin to feel an emotional response to the conflict

stage 4: manifest conflict

the parties involved are aware of the conflict and action is taken. actions as this stage can be positive and strive towards conflict resolution, or they can negative and include debating, competing, or withdrawal of one or more parties from the situation

stage 5: conflict aftermath

the completion of the conflict process and can positive or negative

conflict resolution styles

avoidance, accommodation, force, compromise, collaboration

avoidance

one person uses passive behaviors and withdraws from the conflict; neither person is able to pursue goals

accomodation

one person puts aside his/her goals in order to satisfy the other person's desires

force

one person achieves his/her own goals at the expense of the other person

compromise

both people give up something to experience partial goal attainment

collaboration

both people actively try to find solutions that will satisfy them both

what should you do when the conversation is escalating?

move to a private location

problem solving strategies

Speak in a normal tone of voice

Use "I" messages

Maintain eye contact throughout

Maintain an open body stance with your hands at your side or open toward the individual (but not invading the other person's space)

Do not physically back away unless you perceive you are actually in physical danger

Offer explanations, but do not make excuses

If you say you will take care of something, or report something, or change something, do it

Negotiation