Module 4: Communication

1
Module 4 Communication Learning Objectives
2
Nurses as Teachers Preceptor Workshop Module 4
Communication Conflict Management
3
Shall we JUGGLE?
What does this have to do with communication or
conflict management?
4
Effective Communication

• Sender has responsibility for clarity
• Reputation plays a role
• Success may depend on the relationship
• Awareness of personal values and biases is
  essential
• Feedback plays an important role

5
Good Communication

• Employ clear, concise words
• Use language that the listener understands
• Focus on the present
• Choose the right environment
• Select the right time
• Understand the other persons stress level

6

• Verbal
• The words we use
• Vocal
• Our tone and intensity The music we play with
  our voices
• Visual
• Everything the listener can see the meaning
  received

7

• line up.

8
Non-Verbal Communication

• 85 of communication
• Less conscious than verbal
• Must be aware of personal style of non-verbal
  communication (physical appearance, posture,
  gait, facial expressions, gestures, touch,
  etc.)

9
Your Communication Nemesis
10
Factors that affect Communication

• Attitudes Values

• Culture
• Developmental Level
• Physical psychological barriers
• Personal space
• Roles relationships
• Environment
• Generational Differences
• Level of self-esteem

11
Barriers to Communication

• Not listening
• Reassuring clichés
• Giving advice
• Expressing approval or disapproval
• Requesting an explanation

• Defending
• Belittling feelings
• Stereotyped comments
• Changing the subject

12
Tools to Improve our Communication

• Rephrasing/Paraphrasing
• I statements
• Behavior Specific Feedback
• Reaction (I hear what you are saying)
• Pay attention to non-verbal communication
• (85 of our communication)
• Active Listening

13

• Communicating.across the generations.

14

• Speech - 150 words per minute
• Thought - 400-500 words per minute
• What happens in the gap?
• Jump to conclusions
• Daydream
• Plan a reply
• Mentally argue with the speaker

15
Guidelines for Active Listening

• Slow down your internal processes and seek data.
  Do not interrupt the speaker.
• 2. The more information you acquire through
  listening, the less interpretation you do (making
  up the missing pieces or motivations). The less
  information you have, the more interpretation you
  do.
• 3. Realize that the first words from the other
  person are not necessarily representative of
  inner thoughts and feelings. Be patient.

16

• 4. When listening, suspend your own beliefs,
  views, and judgments, at least temporarily.
  Attempt to understand the perspective of the
  other person, particularly if it is different
  from yours.

17

• 5. Realize that any judgments or labels
  strongly influence the manner in which you listen
  to the other person.

18

• 6. Appreciate the difference between
  understanding other peoples perspective and
  agreeing with them. First strive to understand.
  Then you may agree or disagree.
• 7. Effective listening is based on an inner
  desire to learn about anothers unique experience
  of the world.
• Source Olen, D. (1993). Communicating Speaking
  Listening to End Misunderstanding and Promote
  Friendship. Germantown, WI JODA Communications.

19
Assess your listening p99
20
Dynamic Tension
Agreement is not normal!!!
You have to search for the common ground through
the pathway of your differences. -Tim
Porter-OGrady
21
We are all unique personalities.
22
Strategies

• Work out if the issue is worth arguing over
• Cool off before discussing it
• Keep in mind the win-win philosophy (resolve
  it, dont ruin it)
• Remember that people dont have to agree with
  you
• Define the problem and stick to the topic
• Show respect for their point of view (pay
  attention and listen)
• Talk clearly and reasonably
• Try to find point of common ground

http//www.betterhealth.vic.gov.au/bhcv2/bhcarticl
es.nsf/pages/family_conflict_how_to_c
23
a Communication ModelAEIOU

• Assume the other person means well
• Identify their positive intention and state it
  to them.
• Be compassionate to have a sympathetic
  consciousness of anothers distress and desire to
  alleviate the distress.

24

• Express your feelings
• Affirm the positive intention.
• Express your own specific concern.
• Tell the truth.
• Identify the desired outcome
• Propose the changes you would like to
• occur in a non-defensive way.
• Use the phrase I would like rather
• than I want to
• Be flexible.

25

• Outcome state the outcome you expect
• Emphasize the positive expectation for both.
  (People will buy into the proposal if they feel
  positive about the change)
• Commit to a resolution.
• Understand ask for mutual understanding
• Could we agree to this for a while and see if it
  works for both of us?
• Consider alternative options if not accepted.
• Determine what the other person is willing to
  do, or give up, to get what they want.
• Propose a solution that reflects your
  understanding of both parties needs and desires.
• Summarize each partys agreed-on actions.

26
(No Transcript)
27
Everything else
What we can control
Everything else
Everything else
Everything else
28
You have the power to look at your own
involvement, to observe your response, to change
it. --Stephen Covey
29
Personality Styles
30
The culture of Rural
31
Mapping the Awareness Wheel
I Feel
I Think
The Conflict
I Sense
I Want
I Do
32
communication technique
I feel__________________________________ When
you_____________________________ And I want you
to_______________________ Does that sound fair?
33
Practice with the awareness wheel
I Feel
I Think
The Conflict
I Sense
I Want
I Do
34
technology
35
Precepting in Practicean Implementation Strategy

• How can you impact the socialization of new
  hires?
• What would the ideal work environment for
  effective communication and successful conflict
  management look like?
• What resources do you have at your facility to
  make this a reality?

36
Lessons from Noahs Ark

• 1. Don't miss the boat.
• 2. Remember that we are all in the same boat.
• 3. Plan ahead. It wasn't raining when Noah
  built the Ark.
• 4. Stay fit. When you're 600 years old, someone
  may ask
• you to do something really big.
• 5. Don't listen to critics just get on with the
  job that needs
• to be done.
• 6. Build your future on high ground.
• 7. For safety's sake, travel in pairs.
• 8. Speed isn't always an advantage. The snails
  were on
• board with the cheetahs.
• 9. When you're stressed, float a while.
• 10. Remember, the Ark was built by amateurs, the
  Titanic by
• professionals.
• 11. No matter the storm, there's always a rainbow
  waiting.

37
Wisdom develops when people can talk about their
differences without a need to change the other
person. -Gregory Bateson