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Module 4: Communication Learning Objectives

Module 4: Communication Learning Objectives. Nurses as Teachers Preceptor Workshop Module 4: Communication & Conflict Management. Shall we JUGGLE?. What does this have to do with communication or conflict management?. Effective Communication. Sender has responsibility for clarity

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Module 4: Communication Learning Objectives

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  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 person’s 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. 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. Guidelines for Active Listening

  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 people’s 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 another’s 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-O’Grady

  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, don’t ruin it) • Remember that people don’t 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/bhcarticles.nsf/pages/family_conflict_how_to_c…

  23. Assume the other person means well ~ Identify their positive intention and state it to them. ~ Be compassionate: to have a sympathetic consciousness of another’s distress and desire to alleviate the distress. a Communication Model:AEIOU

  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 party’s agreed-on actions.

  26. Everything else What we can control Everything else Everything else Everything else

  27. “You have the power to look at your own involvement, to observe your response, to change it.” --Stephen Covey

  28. Personality Styles

  29. The culture of Rural

  30. Mapping the Awareness Wheel I Feel I Think The Conflict I Sense I Want I Do

  31. communication technique: I feel__________________________________ When you_____________________________ And I want you to_______________________ Does that sound fair?

  32. Practice with the awareness wheel I Feel I Think The Conflict I Sense I Want I Do

  33. technology

  34. 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? Precepting in Practicean Implementation Strategy

  35. 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. Lessons from Noah’s Ark

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

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