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Chapter 11. Effective Communication and Team Building. Sender — person sending message Receiver— person interpreting message Feedback— how receiver responds to message. Content —actual words used Verbal communication— spoken words Nonverbal communication — body language.

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chapter 11

Chapter 11

Effective Communication and Team Building

what are the parts of the communication process
Sender—person sending message

Receiver—person interpreting message

Feedback—how receiver responds to message

Content—actual words used

Verbal communication—spoken words

Nonverbal communication—body language

What Are the Parts of the Communication Process?
basic principles of effective communication
Interaction between two people

Make your message clear

Use simple, precise words

Encourage receiver to use feedback

Nonverbal reaction communicates message

Reputation and credibility make difference

Acknowledge feelings of others

Basic Principles of Effective Communication
basic principles of effective communication cont d
Basic Principles of Effective Communication (cont’d)
  • Communicate directly with person
  • Communicate in the present
  • Keep your personal values from interfering with your communication
  • Be respectful of personal nature of your surroundings
what are facilitative messages
What Are Facilitative Messages?
  • These messages create positive outcomes where people communicating with each other feel good about their interactions
what are obstructive messages
What Are Obstructive Messages?
  • Obstructive messages generally make it much more difficult for people to communicate effectively within a positive relationship
communication in the workplace
Communication in the Workplace
  • What are principles and the health care team?

Sharing information with members of health care team requires different approaches

    • Delegation
    • Clarification
    • Reevaluation
    • Coordination
how can i communicate effectively with my supervisor
Keep your supervisor informed

Focus on problem solving

Show your sense of responsibility

Avoid blaming others

Don’t respond with anger

To present new idea, give your supervisor a written proposal

Accept feedback

Never go above or around your supervisor

How Can I Communicate Effectively with My Supervisor?
how can i communicate effectively with other nursing personnel
How Can I Communicate Effectively with Other Nursing Personnel?
  • Professional nurses should view themselves as equals in their interactions with members of other health care disciplines
  • Your approach to communication should be a lateral one, even with physicians
how can i communicate effectively with patient care assistants
How Can I Communicate Effectively with Patient Care Assistants?
  • Get their full attention
  • Give clear, simple, step-by-step instructions
  • Ask for feedback to verify they heard you correctly
  • Be sure to follow up
  • Provide direction without being too harsh
what does my image communicate to others
What Does My Image Communicate to Others?
  • Communication enhanced by your credibility
  • Good personal hygiene
  • Know your particular kind of nursing thoroughly
  • Flexibility is necessary for effective communication
  • Be pleasant to be around
how do gender differences influence communication styles

See big picture

More comfortable asking questions

Use softer, quieter approach

Less competitive

Less aggressive in asking direct questions


More logical and direct

Ask fewer questions

More aggressive and assertive

More team oriented

How Do Gender Differences Influence Communication Styles?
what should i know about the grapevine
It flourishes in all settings

When in doubt, check facts out!

How to control it

Provide factual information

Communicate face-to-face

Don’t spread rumors

Hold a meeting to provide information and answer questions

Make what is put in writing is clear

What Should I Know about the “Grapevine”?
how can i deal with cultural diversity at work
How Can I Deal with Cultural Diversity at Work?
  • Be aware of stereotypes
  • Communication goes through many filters
  • To interact effectively, we need to speak clearly, avoiding use of slang
  • Use skills of co-workers to translate or interpret
  • Respect and empathize with others
how can i communicate effectively in writing
How Can I Communicate Effectively in Writing?
  • Upward communication needs to be formal
  • Don’t send without careful proofreading
  • Take time to make necessary revisions
  • Organize your thoughts
  • Keep It Short and Simple (KISS) Principle
  • How well you write strongly influences how you are evaluated
how can i learn to speak effectively
How Can I Learn to Speak Effectively?
  • Develop positive attitude
  • Analyze your audience
  • Do your homework
  • Plan presentation
  • Add spice to presentation
  • Create cheat sheets
  • Make eye contact!
what listening skills do i need to develop
What Listening Skills Do I Need to Develop?
  • Make sure you can hear what’s being said
  • Focus your attention on what’s being said
  • Recognize and control your emotional response
  • Listen and accept other person’s needs and feelings
  • Pay attention to nonverbal communication
  • Fight off distractions
what listening skills do i need to develop cont d
What Listening Skills Do I Need to Develop? (cont’d)
  • Take notes
  • Let the speaker tell whole story
  • React to message, not person
  • Respond positively to feelings being communicated
  • Allow yourself to hear all sides of issue
how can i use nonverbal communication effectively
How Can I Use Nonverbal Communication Effectively?
  • Make eye contact with person
  • Stand up straight, shoulders back
  • Use forceful voice without pauses to suggest confidence
  • Watch for distracting behaviors
what skills do i need to use the telephone effectively
What Skills Do I Need to Use the Telephone Effectively?
  • “Is this is a convenient time to talk?”
  • Leave message instead of playing telephone tag
  • Make notes ahead of time, to save time
  • Follow up with written communication
  • Do one thing at a time
  • Don’t chit-chat or gossip
how can i communicate effectively by using technology
How Can I Communicate Effectively by Using Technology?
  • Don’t misuse or overuse fax machines
  • When you leave someone a voice-mail message, speak slowly and distinctly
  • Don’t leave callers on hold if you are using call waiting
  • Make sure it’s a convenient time to talk
  • With a teleconference, make sure each party to the call is introduced to the other people
how can i communicate effectively by using technology cont d
How Can I Communicate Effectively by Using Technology?(cont’d)
  • When you have business cards printed, include e-mail address and fax number
  • Do not send emotional outbursts in e-mail
  • Learn to use basic computer software
  • Send handwritten notes
what is group process
What Is Group Process?
  • Forming—common bond
  • Storming—controlled pandemonium
  • Norming—mutual goals developed
  • Performing—able to work together
  • Adjourning—disengagement from tasks and group members
dysfunctional group personalities
Dysfunctional Group Personalities?
  • Self-servers
    • Rules don’t apply to them
    • Show up late
    • Contribute very little
  • Motor mouths
    • Talk just to hear themselves
    • Always interrupt
  • Mouse
    • Fearful of voicing opinion
    • Takes no risks, no responsibilities
how can you improve communications in group meetings
How Can You Improve Communications in Group Meetings?
  • Come prepared
  • Listen—be open to other viewpoints
  • Keep on track—don’t visit or chit-chat
  • Present your ideas or opinions—ask other members for theirs
  • State disagreements—be able to back them up
  • Clarify when needed—don’t assume
what are the responsibilities of a group leader
What Are the Responsibilities of a Group Leader?
  • Be organized and communicate effectively
  • Have a clear purpose for every meeting
  • Send out agenda ahead of time
  • Every item on the agenda should require some action by group
  • Have your room and AV equipment ready
  • Summarize decisions and identify plan of action
  • Schedule next meeting
team building
Team Building
  • Group of individuals working as a team
  • Right mix of three attributes describe complementary and functional teams
    • Interpersonal skills
    • Problem-solving and decision-making skills
    • Technical or functional expertise
  • Working together toward some meaningful end
assertive styles of communication
Passive or avoidant

Lets others push him around


A person stands up for herself in a way that doesn’t violate the basic rights of another person


Person puts his or her own needs, rights, and feelings first and communicates that in an angry, dominating way

Assertive Styles of Communication
why aren t nurses more assertive
Why Aren’t Nurses More Assertive?
  • Some have hard time believing in their own rights, feelings, or needs
  • Experiences or comments may reinforce those negative messages about self-worth
  • May be afraid of repercussions of assertive communication
  • Assertiveness takes self-awareness and practice
what are the benefits of assertiveness
What Are the Benefits of Assertiveness?
  • It helps you to feel good about yourself and allows you to treat others with respect
  • Being assertive helps you to avoid feeling guilty, angry, resentful, confused, or lonely
what are my basic rights as a person and as a nurse
What Are My Basic Rights as a Person and as a Nurse?
  • As an adult human being, you have some legitimate rights
  • When nurses consider rights, responsibilities must also be included
  • Acquiring them and holding them are your responsibility
how can i begin to practice assertive communication
How Can I Begin to Practice Assertive Communication?
  • Changing one’s behavior requires conscious decision
  • Practice being assertive by yourself at first
  • Role-play with friend first
  • Ask for feedback and evaluate your progress
what are the components of assertive communication

I think . . .

I feel . . .

I want . . .


I feel . . . about . . . because . . .

You must be willing to change and compromise

What Are the Components of Assertive Communication?
when to use assertive communication
When to Use Assertive Communication
  • You need to evaluate how your assertive communication feels to you, and you need to seek feedback from other people
  • You need to know whether people perceive you as aggressive rather than assertive
  • Find workable solution
  • There are some situations in which you must simply follow orders