Assertive Communication & Conflict

Flashcards covering key concepts from the 'Assertive Communication & Conflict' lecture, including communication processes, negative communication styles, assertive communication, conflict types, and resolution strategies.

What are the three main components required for communication?

Sender, receiver, and message.

What are the three subcomponents that affect communication?

Interpretation, filtration, and feedback.

What is filtration in the context of communication?

The portion of information that is filtered out by the receiver, which can be both good and bad.

What is feedback in the communication process?

The response from the receiver, which is a dynamic and circular process combining interpretation and filtration.

What are some characteristics of non-verbal communication?

Facial expressions, body language, dressing style, lifestyle, and material possessions; non-verbal cues often win if there is a conflicting message with verbal communication.

What is 'blocking' as a negative communication technique?

Responding with noncommittal or generalized answers.

What is 'false assurance' as a negative communication technique?

Offering unwarranted reassurance, which can undermine patient trust.

What is an 'Ad Hominem Abusive' logical fallacy?

An argument that attacks the person instead of the issue.

What is an 'Appeal to Emotion' logical fallacy?

An attempt to manipulate other people's emotions in order to avoid the real issue.

What is a 'Red Herring' logical fallacy?

Introduction of an irrelevant topic in order to divert attention away from the real issue.

What qualities should be ensured in written and electronic communication?

Accuracy, attention to detail, thoroughness, and conciseness.

What are the characteristics of a passive communicator?

Lacks decisiveness, avoids confrontation and conflict, is inhibited, and trades honesty for safety.

What are the characteristics of an aggressive communicator?

Very decisive, often creates or escalates conflict, is controlling, and wants to meet their own needs immediately.

What are the characteristics of a passive-aggressive communicator?

A combination style that involves avoiding, creating, or escalating confrontation, being manipulative, and focusing on personal goals.

What is the preferred communication style for nurses and why?

Assertive communication, because it approaches conflict directly and respectfully, shows self-confidence and value in others' views, and seeks win-win resolutions.

What are the 5 easy steps to take action and be heard assertively for patient safety?

Get the person's attention, express concern, state the problem, propose action, and reach a decision.

When is it appropriate to say 'no' assertively?

If tasks are outside your scope of practice, the request is unreasonable, you feel unsure or not confident, saying yes will negatively affect patient care, you simply don't want to, or the request is inconsistent with organizational values.

What are the three steps to effective listening?

Hearing, understanding, and judging.

What are some active listening techniques?

Position and attention, paraphrase, reflect emotion, question, acknowledge, summarize, framing, and reframing.

What is interdisciplinary communication?

It involves all communication techniques, applying critical thinking skills, and understanding the levels of discipline among professionals, leaders, and staff members.

How is conflict described in the notes?

When an interaction becomes stressful, taking on a competitive, hostile, or oppositional nature.

What are the three categories of conflict?

Intrapersonal (within oneself), Interpersonal (between two or more people), and Inter-group or Organizational (between two or more groups/departments).

What is the first step in conflict resolution?

Recognizing how individuals manage conflict.

What are the most common conflict resolution styles?

Avoidance, accommodation, force, compromise, and collaboration.

What are some helpful tips for conflict resolution?

Utilize assertive communication, use a problem-solving approach, focus on the cause not personalities, get all information, differentiate fact from opinion, use a private and neutral setting, set ground rules, listen carefully, and concentrate on a solution.

What characteristics of an environment encourage effective communication and conflict resolution?

Empathy, equality, openness, positiveness, and supportiveness.

Why is effective communication and conflict resolution essential?

For patient safety and quality care, teamwork, professional image, and career satisfaction.