NUR 211 Unit 4: Communication & Conflict Resolution (Fall 2024) PDF

Christina Manning, MSN, RN, CWS, COCN, CHRN ❖Read ❖Cherry (9th ed.): Chapter 19-Effective Communication and Conflict Resolution ❖Canvas: Review Canvas communication techniques in Clinical section The Communication Process ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖All communication has some portion of inf...

Christina Manning, MSN, RN, CWS, COCN, CHRN ❖Read ❖Cherry (9th ed.): Chapter 19-Effective Communication and Conflict Resolution ❖Canvas: Review Canvas communication techniques in Clinical section The Communication Process ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖All communication has some portion of information that is filtered out by the receiver. ❖May be both good and bad ❖ The response from the receiver ❖ Is a dynamic and circular process ❖ Combines all components of interpretation and filtration Verbal vs Non-Verbal Communication ❖Talking and listening ❖Many factors confirm or deny the spoken word ❖Meaning of speech ❖Facial expression ❖Same words can have several ❖Body Language meanings ❖Indirect nonverbal messages: ❖Tone or inflection ❖Dressing style ❖Attitude ❖Lifestyle ❖Material possessions ❖Conflicting message: Non-verbal wins ❖Blocking ❖Responding with noncommittal or generalized answers. ❖False assurances ❖ Offering unwarranted reassurance, which can undermine patient trust. ❖Conflicting messages ❖ Providing inconsistent information that can confuse patients and hinder care. ❖Logical fallacies ❖ Using flawed reasoning in communication, leading to misunderstandings and poor decision-making.  Practice: A patient with a diagnosis of major depression who has attempted suicide says to the nurse, “I should have died! I’ve always been a failure. Nothing ever goes right for me.” Which response demonstrates therapeutic communication? 1."You have everything to live for." 2."Why do you see yourself as a failure?" 3."Feeling like this is all part of being depressed." 4."You've been feeling like a failure for a while?"  Includes E-mails, Perfect Serve, Voalte, secure chat, all other forms of communication Ensure the following oAccuracy oAttention to detail oThoroughness oConciseness Practice: A nurse is frustrated because many e- mails sent to the supervisor go unanswered. What advice does an experienced nurse, known to be a good communicator give? (SATA) A) Always use correct English grammar and spelling. B) Do not send too many e-mails, especially if they are repetitive. C) Do not use a subject line if you think the supervisor will ignore it. D) Keep e-mails short and concise; you may need to request a meeting. E) Watch the emotional tone of the e-mail; do not show hostility.  Lacks decisiveness Avoids confrontation and conflict Inhibited Trades honesty for safety  Very Decisive Often creates or escalates conflict Controlling Wants to meet their own needs NOW.  Combination style Confrontation: avoid, create, escalate Manipulative Personal goals  Preferred communication style for nurses. Approaches conflict directly and respectfully Shows self-confidence Shows value in others' views Seeks win-win resolution  Say ‘no’ assertively When to say no: If tasks are outside your scope of practice or position description When a request is unreasonable If you feel unsure or not confident If saying yes will negatively affect your shift plan and negatively impact patient care Because you don’t want to (overtime, shift swaps), and If the request is not consistent with the values of the organization. Saying no assertively has been linked to resilience and can be said to be a stress management technique. Practice: A charge nurse is the chair of a committee at work. One member constantly tells the group that their ideas won't work, that staff members won't accept their plans, and that this has all been tried before. Which action by the chair would be best? a) Ask the person to prepare a summary of why other ideas had failed. b) Give each person a specific amount of time to speak at meetings. c) Have this person be the chair to lead the group in better directions. d) Tell the person that she or he needs t be a positive member of the group.  Gender Differences Physical or Intellectual Disabilities Generational Differences Cultural Diversity Confidentiality and Privacy Social Media  Important for clear and Active listening techniques: effective communication Position and attention Paraphrase Distractors and Reflect emotion environment Question Acknowledge 3 Steps to listening: Summarize Hearing Framing Understanding Reframing Judging  Interdisciplinary communication involves all of the communication techniques we discussed INCLUDING applying critical thinking skills and an understanding of the levels of discipline among other professionals, leaders, and other staff members.  Description of conflict: “When the interaction becomes stressful, taking on a competitive, hostile, or oppositional nature, it can be classified as conflict” Information and Perception Inevitable Positive or Negative  Intrapersonal/Individual –Occurs within the person Interpersonal –Occurs between two or more people –Contributes to burnout and work- related stress Inter-group or Organizational conflict –Occurs between two or more groups of individuals, departments, or organization  The first step in conflict resolution is recognizing how individuals manage conflict Most common conflict resolution styles: –Avoidance –Accommodation –Force –Compromise –Collaboration  Location and tone Use “I” messages Eye contact Body language and personal space Explanations, not excuses Follow through  Paraphrasing Reflecting Open Questioning Acknowledging Summarizing Framing Re-Framing  Utilize assertive communication technique – OPEN HONEST DIRECT Problem solving approach Focus on cause, not personalities Get all the information Differentiate between fact and opinion Private setting and neutral territory Set ground rules (no interrupting, time limits, etc.) Listen carefully and don’t prejudge Don’t belabor how the conflict occurred. Concentrate on a solution  Characteristics of environments can encourage effective communication and conflict resolution –Empathy –Equality –Openness –Positiveness –Supportiveness  Essential for: oPatient safety and quality care oTeamwork oProfessional image oCareer satisfaction Cherry, B., & Jacob, S. (2021). Effective communication and conflict resolution. In A.M. Sallee (Ed), Contemporary nursing: Issues, trends, & management (9th ed., pp. 334-358). Elsevier. National Geographic. (2016. February 22). What it’s like to read lips [Video]. YouTube. https://www.youtube.com/watch?v=n1jLkYyODsc Nurse & Midwife Support. (2022). Assertive communication. https://www.nmsupport.org.au/students-and-graduates/assertive- communication