Communication
Transcript of Communication
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Ma. Estrella Lena M. Pusag RNFebruary 27, 2010
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Communicating and Collaborating
Communication System and its Barriers
Communicating with Difficult People
Managing Emotions and Conflict
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complex exchange of thoughts, ideas or information on at least two levels: verbal and non-verbal as defined by Chitty(2001)
It begins the moment two or more people become aware of each other’s presence.
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Is not just cooperation, but is the concerted effort of individuals and groups to attain a shared goal.
Requires• Mutual trust• Recognition• Respect• Shared decision making• Open dialogue
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Effective communication requires the sender to determine what the
receiver see and hear.
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Modes of Communication
Verbal- face to face, telephone
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Modes of Communication
Written Non Verbal- body
language, facial expressions, vocal tones, gestures, touch
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INTERNAL CLIMATE EXTERNAL CLIMATE
values feelings temperament stress levels of
the sender and the receiver
weather conditions
temperature timing status power authority
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Channels of Communication in an organization by Marquis
Upward Downward Horizontal Diagonal Grapevine
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Four dimensional flow of Communication in Nursing Care by Venzon
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Muddled or Confusing messages Wrong Channel Language Poor listening skills Gender Physical distraction
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Keep calm, watch your body language and avoid arguing at all cost
Provide a "soft cushion" and acknowledge the other person's objection
Follow that statement immediately with "Would you share with me the effect those delays have had on you."
Now paraphrase and ask questions for better understanding
Use "Glad-Sorry-SureMa. Estrella Lena M. Pusag RN
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Try the 3 F's (feel, felt, found). Use "Separately, First." Now you are ready to provide your
explanation if invited to do so. Focus on what you are able to do, not
what you can't do. After your response, double-check to
assure the person understands. Avoid using the word "but" and instead
replace it with "and."
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Conflict is neither good nor bad, and it can produce growth or destruction, depending on how it is managed.
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Conflict is generally defined as the internal or external discord that results from differences in ideas, values, or feelings between two or more people
The optimal goal in resolving conflict is creating a win-win solution for all involved.
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Intrapersonaloccurs w/in a person; an internal struggle
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Interpersonalalso known as horizontal violence or bullying
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Intergroupb/w 2 or more groups of people, departments or organizations
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Poor communications The alignment or the amount of
resources is insufficient. "Personal chemistry", including
conflicting values or actions among managers and employees
Leadership problems, including inconsistent, missing, too-strong or uninformed leadership (at any level in the organization)
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Compromising- gives up something it wants of equal value
“Compromise: Half Way”
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Competing- one party pursues what it wants at the expense of the others
“Standing on the ground: My Way”
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Cooperating- one party sacrifices his or her beliefs, allows other party to win
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Smoothing- one party attempts to compliment the other party or to focus on agreements
“Give in: Your Way”
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Avoiding- parties involved are aware of conflict but choose not to acknowledge or attempt to resolve
“Withdraw: No way”
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Collaborating- all parties set aside their original goals and work together to establish a supraordinate or priority common goal
“Collaborate: Our way”
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Physical- visible, bodily tensions- heavy perspiration, rapid heartbeat
Cognitive- thoughts and ideas; inner thoughts and inner voices
Emotional – feelings of fear, anger, despair
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Learn to accept and value emotions at work.
Pay attention to your body Pay attention to your instincts. Pay attention to your perceptions. Regulate your emotions at work.
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