Managing Difficult Employees/Appraisal & Communication

Broken Rules

forewarning → understand rules before and what the result will be if deviated

immediate consequences → when a rule is broken there is a result carried out quickly

consistency → if the problem happens again the same consequence occurs

impartiality → everyone treated equally

Discipline

informal warning → written/verbal

formal warning → written, specific, consequences, should be signed by both manager and employee

released to think → suspension

dismissal → fired

Interpersonal Communication

communication with patients, families, colleagues, and leadership

Organizational Communication

more complex than interpersonal

more communication channels with more individuals, info, and technology

Internal Climate

includes values, feelings, and stress levels of both sender and receiver

External Climate

status, power, authority of sender and receiver, timing, and organizational climate

Upward Communication

managers makes needs/wants known to higher level

Downward Communication

manager communicates info to colleagues under them

Horizontal Communication

manager communicates with others on same hierarchical level

Diagonal Communication

manager interacts with other managers or physicians on different levels

Grapevine Communication

info flows quickly and haphazardly among people at all levels

Written Communication

use when documentation is needed and can be formal/informal

tone can be mistaken

Face Communication

can be formal or informal

depends on intent, sender/receiver needs, and watch body language

Text

rapid communication that can be formal or informal

Verbal Communication

assertive → direct, honest, and does not infringe on rights

passive → persons remains silent about issue even thought they have strong feelings, suffer in silence

aggressive → direct, threatening, condescending, infringes on rights

passive aggressive → an aggressive message presented in a passive way

Forming

way of establishing behavior in groups

who are leaders and who are dependent

identify rules, tasks, and responsibilities

Storming

resistance when forming groups

Norming

group starts to develop more efficiently, conflict resolves, and cooperation develops

Performing

group completes tasks and members perform in their roles, problems are solves

Performance Appraisal

determines how well employee carries out duties

should encourage and motivate staff

objective

determines areas for professional growth and strengths