Positive staff re3lations.pdf

Positive Staff Relationships 5712 – Introduction to Veterinary Clinical Practice 2024 According to Team Stage Statistics: What percentage of employees believe there is a lack of cooperation and communication in their company? A: 12% B: 27% C: 39% D: 64% According to Team Stage Statistics:...

Positive Staff Relationships 5712 – Introduction to Veterinary Clinical Practice 2024 According to Team Stage Statistics: What percentage of employees believe there is a lack of cooperation and communication in their company? A: 12% B: 27% C: 39% D: 64% According to Team Stage Statistics: What percentage of employees want a more empathetic approach to workplace communication? A: 34% B: 46% C: 72% D: 96% See Communication in the Workplace Statistics 2024: Importance | TeamStage  Positive Relationships Friendships are not necessary for survival – there is no survival value …but friendships give value to survival Clear communication Benefits: Friendliness is contagious - enhances overall atmosphere for all When people like you it increases your positive influence – people will go further to help & support you Having a common goal or Actions: focus 1. Take genuine interest in other people 2. Be generous with belonging cues (words, signals & behaviours that convey inclusion & acceptance) 3. Be easy to get along with (patient, kind, generous with your time, go-with-the flow, be flexible) 4. Be generous with words of encouragement  Veterinarians Veterinary Nurses Who are Your Colleagues? Receptionists Clinic Managers They are your customers, too…  Having a Common Goal MUTUAL What RESPECT Effective Communication contributes Mutual Trust & Respect to a Good Collaboration Clear communication Relationship Support & Encouragement with Colleagues? Conflict Resolution Having a common goal or Recognition &focus Appreciation It comes all down to Communication…  Professionalis Boundarie m s Networking Communication Opportunities Channels Privacy Consent Concerns Social Media & Colleagues Should you be friends on Facebook, or follow each other on Twitter, Instagram, Snapchat etc? Feedback MUTUAL RESPECT Remember how to gracefully receive criticism? Stop Your First Reaction > do not react emotionally Remember the Benefit of Getting Feedback > it is a learning opportunity Listen for Understanding > ask for clarification to understand Clearwhat their concerns are communication Express Appreciation & say “Thank You” > do not argue Request some time for consideration and make a time for a Follow-Up. Do you know: Having a common goal or How to respond after you had time to thinkfocus over the feedback? What to do if the criticism appears factually incorrect? How to give effective feedback yourself? How to Respond to Feedback MUTUAL RESPECT Take time to reflect & consider slowly Seek further clarification if needed Clear communication Respect your perspective Use positive language Having a common goal or focus Commit to improvement How to Respond to Incorrect MUTUAL Feedback RESPECT Seek further details Express appreciation Clear communication Provide evidence Engage in dialogue Follow-up meeting Having a common goal or focus Consider consequences How to Give Effective Feedback MUTUAL Timely & balanced RESPECT Explain areas of improvement Useful Model: Situation/Task, Action, Result (STAR) Clear communication Approach the conversation with positive intent Be specific & constructive Utilise the sandwich method of delivery Having a common goal or Encourage open communication focus Collaborate on actionable steps Apply the STAR Method to give Positive Feedback Talk about the Situation/Task that was being MUTUAL undertaken Action - explain what the person said or did RESPECT that was so effective Result - explain the result of the effective behaviour or action Scenario: Clear communication You are employed as a nurse assistant and are supervising a work placement student. You asked them to transfer a cat that was just admitted for a day procedure from its carrier into one already set- up larger hospital cage at hip-level. You observe how the student transfers the entire carrier (with the cat inside) into the hospital cage, followed by them opening the carrier door before they close the hospital cage. Having a common goal or By doing so, they are allowing the cat to voluntarily leave its carrierfocus to settled in the hospital cage in its own time. You are very impressed with the fear-free approach and want to give the student some positive feedback. Question: How would you construct your feedback using the STAR method? Apply the STAR Method to Feedback for Improvement Talk about the Situation/Task that was being undertaken Action - explain what the person said or did AND the Alternative Action - what the person could have MUTUAL said or done RESPECT Result - explain the result of the behaviour or action AND a suggestion or discussion on what alternative result might have been. Scenario: Clear communication You are employed as a nurse assistant and are supervising a work placement student. You tasked them if they could return a lead apron you were still wearing when you returned from having taken radiographs for an inpatient to the radiology suite PPE storage cupboard. They are happy to do so, but the next time you need to use the apron, you find that the student did not hang the lead apron on its hanger but folded it neatly and put it on a shelf. Having Unfortunately, folding a lead-lined apron can result in the lead inside a common the apron goal cracking with or of the result allow radiation to pass through the apron. This leaves you with a damaged lead apron and an increased risk of being exposed to radiation. focus Question: How would you construct your feedback using the STAR method above?  Positive Communication Communication based on respect, trust and collaboration is the cornerstone of creating a psychologically safe workplace. What is Positive Communication? MUTUAL RESPECT Clear communication Having a common goal or focus Mana-enhancing communication – a framework | Mental Health Foundation the culture of silence in a workplace - YouTube Barriers to Positive Communication? MUTUAL RESPECT The culture of silence One of the biggest barriers to open, honest communication at work is fear. Fear of being: Disrespectful or disrespected Embarrassed Punished Humiliated Culturally misunderstood Seen as incompetent Disadvantaged at work What is Psychological Safety in the Workplace? MUTUAL RESPECT Clear communication Having a common goal or focus What is Psychological Safety, and why is it important? (youtube.com) (1:17 min.) This is Psychological Safety This is NOT Psychological Safety You are included as yourself and accepted as who you are. You change your behaviour to try and be socially accepted and included.MUTUAL RESPECT You have the freedom to share thoughts, abilities and ideas You do not share your thoughts & ideas, do not speak up, to contribute meaningfully to a group. challenge ideas or question norms out of fear for personal repercussions. Your contributions don’t feel seen, valued or heard by the group in a meaningful way. You take measured risks after considering possible You take risks and hope for the best. solutions. You can express concerns, challenge ideas, the status quo You say whatever you want & let your emotions go as you and opinions. please. Your leaders actively engage, support, and empower you. You leaders take a Laissez-faire approach. They set clear expectations and goals. It is safe for you to learn and grow through feedback, ideas, You fear learning through doing due to the repercussions making mistakes and asking questions. You learn from Having that will follow a common after making goal a mistakes. You or blame others. mistakes. You feel you are enough. You feel inadequate. focus ‘Unique knowledge effect’ Common knowledge effect Everything is considered. Everything is tolerated How to Create Psychological Safety Be self-aware MUTUAL RESPECT Actively listen Ask questions and encourage questions Offer support & encouragement Respect diverse perspectives and show appreciation for feedback and ideas Provide constructive feedback/ feedback for improvement Having a common goal or focus Be transparent in your communication Own up to mistakes  Activity MUTUAL RESPECT How psychological safe is your workplace? If you make mistakes, is it often held against you? Can you bring up problems and tough issues? Are people sometimes rejected for being different? Clear communication Is your cultural perspective valued? Is it safe to take risks? Is it difficult to asks others for help? Do people act deliberately to undermine others? Having Are your unique skills and talents valued a common and utilised ? goal or focus Psychological Safety Progression MUTUAL RESPECT Clear communication Having a common goal or focus  Activity MUTUAL Think about when you interact with others in a workplaceRESPECT team or in other parts of your life. Answer these short questions: 1. What is happening when I feel comfortable & safe? 2. What do I do to help others to feel comfortable and safe? 3. What is happening when I feel respected? 4. What do I do to help others feel respected? Clear communication 5. What is happening when I feel trusted? 6. What do I do to help others feel trusted? 7. What is happening when I feel valued? 8. What do I do to help others feel valued? Having a common goal or focus looks like at work (e.g. Take some time to describe what you think positive communication words used in conversations, emails, texts, and/or actions, body language, etc). Make distinction between comfortable and safe, respected, trusted, and valued. How to Reframe Failure We are all human and can make mistakes. MUTUAL We can’t know everything. RESPECT Do not say this: “ I made a mistake when I calculated the drug amount. I am such a failure.” Instead, have a pro-learning (growth mindset) attitude when you have made a mistake. To reframe the failure use this “formula”: Clear communication 1. Acknowledge the challenge or setback. 2. Express a willingness to learn and improve. 3. Outline specific actions or strategies to address the issue. Try rephrasing the failure: … Having a common goal or focus How to Reframe Failure Try another one. This one is a fixed mindset statement by a supervisor. MUTUAL (Remember to acknowledge the challenge, commitment to improvement & actions how to improve) RESPECT “Hey, I noticed that you are just not good at restraining cats for venipuncture. Maybe I ask someone else.” Try rephrasing the failure: … Clear communication Having a common goal or When you have positive relationships with your colleagues you will all: Appreciate when mistakes are acknowledged, reported and focus learnings gained Avoid blaming & shaming – including yourself! Encourage thinking about how you/we can move forward. How to Make SuggestionsMUTUAL or Give Advice RESPECT Avoid “you must”, “you should” Use tentative phrases to make a suggestion: ”I wonder if we should...”, “How about...?”, “Would there be any advantage in...?” Use “we”: Clear communication “I wonder if we should...” Use comparatives with “might”: ”It might be a better idea to change this document” - rather than – “You need to change this document” Having a common goal or Use a question rather than a statement: focus “Could we look at this again tomorrow?” - rather than – “We need to look at this again tomorrow” From: Worktalk-Communication-Tips-pdf.pdf (immigration.govt.nz) How to Say Anything to Anyone – by Shari Harley (Talk one-on-one) MUTUAL 1. Introduce the conversation RESPECT 2. Express empathy 3. Describe the behaviour – “I’ve noticed” 4. State the impact of the behaviour 5. Ask the other person for Clear communication his/her perception of the situation – Both people talk. 6. Make a suggestion or request – If s/he knew another way to do it, s/he Having a common goal or would do it that way. focus 7. Build an agreement on next steps (if any) 8. Say “Thank You”  How to Refuse, Disagree, or Complain MUTUAL RESPECT Imply direct refusal rather than directly stating it, e.g. “I wish I could help you but unfortunately...(provide reason).” “I’m sorry but I am just too busy to fit that in right now.” Soften disagreement to reduce the force, e.g. “I can see what you mean but...”, “Yes, but...” or “Yes, and....”, “ Actually, I think...”, “Actually, that is not quite correct.” – rather than – “That’s wrong.” Clear It is best not to complain or criticise someone in public. Here communication are some ways to soften a complaint: Use words that reduce the size of the complaint: “I have a little bit of concern about...” Add “it seems” or “there seems” to a statement: “There seems to have been a mistake.” – rather than – “You have made a mistake.” Use a positive word with “not”. “I am not very happy...” – Having a common rather than – “I am goal or unhappy/angry about...” focus Use passive rather than active verbs so that the person doing the action is not emphasised: “ I was promised (passive)... “– rather than – “you promised me (active) Skills to show you are MUTUAL Approachable & Accessible RESPECT Effective listening (includes empathetic body language - eye contact, gestures, facial expressions) Asking helpful questions Clear communication Validating (acknowledge/thank) other’s efforts and opinions Paraphrasing to check understanding Asking for understanding and confirmation of message Transparency and information sharing Following through on promises Having a common goal or focus Skills to show Humility MUTUAL Self-awareness and understanding of own communicationRESPECT style Acknowledge own fallibility Assessing what you don’t know – let curiosity guide you and accept the need for others’ input Seeking guidance Admitting mistakes Accepting feedback Continuous learning Clear communication Skills to show You Value Others Personalise relationships – acknowledge the other person Having as a whole goal a common person or Validating (acknowledge/thank) others’ feelings and opinions Showing appreciation for others’ contributions focus Recognising and celebrating the achievement of others Collaborating – seek out input, advise, and feedback … Skills to show MUTUAL Openness with Communication RESPECT Listening with full attention Maintaining positive body language Encouraging feedback Clear communication Being approachable Being clear and specific around goals, expectations and responsibilities Explaining why you made a decision Communicating in a timely manner Sharing information that people need to know open & honestly Respecting diversity Having a common goal or Validating (acknowledge/thank) other people’s responses focus Showing flexibility & adaptability Skills to show You Invite Input MUTUAL Give and receive feedback RESPECT Encourage and seek questions, suggestions and opinions Welcome and consider all views Be open to honest, useful criticism Clear communication Skills to show Tolerance & Consistency Avoid blaming and shaming – learning from mistakes and disappointments Fairness in dealing with people & showing tolerance for diversity & differences Flexibility in your approach to tasks and responsibilities Having a common goal or Rolling with the punches – accepting change focus Showing tolerance for differences in workload and responsibilities between team members Maintain consistency in your work performance & professional behaviour Be reliable and dependable Bullying MUTUAL Vet clinics can be high-stress environments (e.g. emergencyRESPECT rooms and ICUs) Destructive behaviours like relational aggression, horizontal violence, and bullying can emerge Examples are: Gossiping Clique-building Condescending behaviour Verbal abuse Clear communication Destructive Behaviours affect team dynamics and well-being. These behaviours demand proactive intervention and a commitment to fostering a positive work culture. Prevention: Strong leadership Having a common goal or Proactive positive communication focus Vigilant hiring practices Recognise & confront – don’t be a bystander! Practical Ways to Positive Communication & How to Contribute/Create Physiological MUTUAL Safety RESPECT Be humble – Value honesty, Make it safe to speak Have clear intentions Practice open acknowledge what Ask more than tell relationships and up – make it safe to and respect for others communication you don’t know trust show vulnerability When you explain Value & reward Reject prejudice, something, check peoples Be courteous, kind & polite Share information openly Clear communication Freely express opinions and ideas discrimination & teamwork and collaborative ideas bullying understanding and practices Share concerns and Value diversity, Seek suggestions, Learn and improve mistakes without fear Know where, when & Stick to facts, not differences and opinions and consider even from mistakes or of embarrassment how to communicate stories... similarities the views of others disappointments and retribution Having a common goal or focus Model behaviours Actively seek out and Embrace a learning Give direct feedback you seek welcome feedback mindset  The Upshot Treat your colleagues as you would like to be treated!