Exam 2 HS

3 goals of communication

1) understanding
2) achieving intended effect
3) being ethical (moral)

Communication environments

- evaluative ('you') vs descriptive ('I')
- superiority vs equality
- certainty vs provisionalism

Three parts of listening

1) hearing
2) analyzing
3) empathizing

4 components of emotional intelligence

1) self-awareness
2) self-management
3) social awareness
4) relationship management

3 potential effects of influence

1) commitment
2) compliance (less enthusiastic than commitment)
3) resistance

Ethics

A group of moral principles or set of values that define or direct us to the right choice

Values

Issues that are important to us

Morals

standard to judge our behavior based on values and beliefs

Conflicts of interest

Conflicting duties or responsibilities and meeting one of them makes it impossible to meet the other

3 main functions of ethical committees in health care

1) education
2) consultation
3) policy review

4 main ethical codes in health care

1) autonomy
2) beneficence
3) non-maleficence
4) justice

5 theories of distributive justice

1) egalitarianism - everyone gets same amount
2) libertarianism- market system of supply & demand
3) utilitarianism- please majority
4) deontology- case by case allocations
5) pluralism- variety of goods are too different to use a criterion

Steps of ethical decision making

1) gather relevant info
2) identify ethical issue
3) analyze problem
4) develop & analyze practical alternatives
5) put plan into action
6) evaluate outcomes

Cause & effect ("fishbone") diagram purpose

- helps identify the basic reasons for a specific problem
- sort out & relate some interactions among factors
- analyze existing problems for corrective action

3Ms & P categories to identify main causes of a problem

Methods
Materials
Machinery
People

Importance of establishing dashboard/threshold indicators

When we know we are headed to a problem, we use these to improve our process & standard
(ex: dashboard indicator of 3% decrease in satisfaction means action should be taken)

Leader's role in establishing an organizational culture

1) primary embedding mechanisms
- what leaders pay attention to, measure, and control
- leaders reactions to crises
- deliberate role modeling, teaching, and coaching
- criteria for allocations of rewards and status
- criteria for recruitment, selection, promotion, etc.

2) secondary reinforcement mechanisms
- reinforce the primary embedding mechanisms
- most important: organization's design and structure, organizational systems and procedures, design of physical space, formal statements about organization's goals

Diversity

the range of human differences

Inclusion

involvement and empowerment, where the inherent worth and dignity of all people are recognized

Dimensions of diversity

- organizational dimensions (work field, seniority, work location, political affiliation, management status)
- external dimensions (income, marital status, appearance, work experience, personal habits)
- internal dimensions (age, race, gender, ethnicity, physical ability)
- personality

Grit

passion and perseverance for long-term goals (courage, conscientiousness, endurance, resilience, excellence)

Resilience

ability to "bounce back" when encountering challenges- can be practiced and learned (effective communications, help others achieve success, build trust with others)

Characteristics of growth mindset

- I can be good at anything
- I try until I get the results I want
- I embrace challenges
- I welcome feedback and criticism
- I like learning about things I don't know

Methods for overcoming imposter syndrome

- talk to mentors
- recognize your expertise
- remember what you do well
- realize no one is perfect