COMMUNICATION AND LEADERSHIP

Presented by:Theresa A. Shurafa BSN,RN.

It is the chain of understanding that integrates the members of an organization from top to bottom, bottom to top, and side to side.

Studying the communication process is IMPORTANT because....

coach

evaluatecounsel

coordinate

supervise

SENDER

MESSAGE

RECEIVER

FEEDBACKFEEDBACK

MESSAGE

THOUGHT

CONTEXT

CONTENT

A message has NOT been communicated unless it is understood by the receiver.

BARRIERS TO COMMUNICATION

Noise

Perception

Environmental

Smothering

Stress

Language

Anything that prevents understanding of the message is a ...........

ACTIVE LISTENING

HEARING VS. LISTENING

ACTIVE PASSIVE

TRAITS OF ACTIVE LISTENER

Spend more time listening than talking

Do not finish the sentences of others

Do not answer question with questions

Let the other speaker talk. Do not dominate the conversation

Plan responses after the others have finished speaking,NOT while they are speaking.

Provide feedback, but do not interrupt incessantly.

Providing feedback is accomplished by PARAPHRASING

the words of the sender

COMMUNICATION MODES

WRITTEN COMMUNICATION

- Policy and procedure- Events- Performance appraisals- Letters of reference- Nurses notes- use of standard abbreviations (HWP#147)- Memorandum

- bring attention to the problem- Solve the problem

COMMUNICATION MODES VERBAL COMMUNICATION

ASSERTIVE PASSIVE AGGRESSIVE PASSIVE – AGGRESSIVE

- Allows people to express themselves in direct, honest, and appropriate ways.

- Person suffer in silence although may feel strongly about the issue

- Express themselves in a direct and often hostile manner

-an aggressive message presented in a passive way.

-conveying a message that insists on being heard.

- Oriented toward “winning at all cost”

- Involves limited verbal exchange

- Is not rude or insensitive behavior

When under attack by an agressive person, an assertive person can do several things:

REFLECTReflect the speaker’s message back to him or her.( Staff upset about a newly posted schedule)

REPEAT THE ASSERTIVE MESSAGEThis focuses on the message objective content.(Manager ask angry staff to go in office to discuss)

QUESTIONHelping person become aware of an unwarranted action(Staff threats about quitting or transferring to other unit).

COMMUNICATION MODES

NONVERBAL COMMUNICATION

- Space - Eye contact - Posture- Facial expression and timing - Vocal expression

COMMUNICATION MODES

TELEPHONE COMMUNICATION

- Referring the patient (ISBARQ)- Telephone and verbal order (HWP #105)

ORGANIZATIONAL COMMUNICATION STRATEGIES

Leaders must assess organizational communication.

Leaders must understand the organization’s structure and recognize who will be affected by the decision.

Communication is not a one-way channel.

Communication must be clear, simple, and precise.

Senders should seek feedback regarding whether their communication was accurately received.

Multiple communication methods should be used, when possible, if a message is important.

TOOL FOR EFFECTIVE COMMUNICATION

I INTRODUCTION

Introduce yourself like: I am ______ (state name & role), I am calling from ______ (unit), I am calling because ______(reason)

S SITUATION

What is the immediate situation? State like:I have a patient (full name & MRN) who is......(Briefly state the problem) a. stable but I have concerns b. unstable with presenting symptoms of ______

B BACKGROUND

What led to this situation? Provide patient’s:** Information which may include: Admitting diagnosis & date of admission, Current medications, IV fluids, Brief history, Current treatment

A ASSESSMENT

What do you think the problem is?** Explain your assessment of the patient & how you came to this assessment ** e.g. Stable / deteriorating

R RECOMMENDATION

What do you recommend should happen next? I would like you to ....** Review/see the patient now **Perform review tests

Q QUESTION What questions do you have for me?

Impact

of Technology

on Communication

Communication and Confidentiality

Confidentiality can be BREACHED legally only when one provider must share the

information about a patient so that

Other health care provider can assume care.

Integrating leadership and communication

•COMMUNICATION AND LEADERSHIP; http://www.nwlink.com/~donclark/leader/leadcom.html

•EFFECTIVE COMMUNICATION BARRIERS AND STRATEGIES; Beebe et al. Interpersonal Communication: Relating to Others 2nd Canadian Edition. (Scarborough, Ontario: Allyn and Bacon, 2000). Some additional ideas have been added.

•KING FAHAD HOSPITAL MADINA;Nursing Administration Policies and Procedures – 7th Edition, Moharam,1433H

• Hospital Wide Policy & Procedures- KFH-Medina, 1st Edition, Moharram 1433

•LEADERSHIP ROLES AND MANAGEMENT FUNCTIONS IN NURSING; Marquis& Huston 6th edition pp.441-462.