Chapter 19

1. Chapter 19 Organizational, Interpersonal, and Group Communication

2. Communication begins the moment two or more people become aware of each other’s presence Communication is perhaps the most critical leadership skill Organizational communication is a high-level management function Communication impacts all management activities and cuts across all phases of the management process The ability to communicate effectively often determines success as a leader-manager Communication

3. Elements Common to the Communication Process

4. Internal and External Climate in Communication Internal climate Includes internal factors such as the values, feelings, temperament, and stress levels of the sender and the receiver  External climate Includes external factors such as the weather, temperature, timing, status, power, authority, and the organizational climate itself

5. Variable Affecting Organizational Communication • Number of levels that communicate • Gender • Power and status

6. Organizational Communication Strategies • Leader-managers assess organizational communication • Leader-managers understand the organization’s structure and recognize who is affected by decisions • Communication is not a one-way channel; communication must be clear, simple, precise • Senders should seek feedback whether communication is received • Multiple communication methods should be used • Unnecessary information should not be disclosed

7. Question When does communication begin? • When two or more people are in each other’s presence • When people become aware of each other’s presence • When a written or verbal message is exchanged

8. Answer Answer: Rationale:

9. Channels of Communication Upward • From subordinate to superior Downward • From superior to subordinate Horizontal • From peer to peer Diagonal • Between individuals at differing hierarchy levels and job classifications Grapevine • Informal, haphazard, and random, usually involving small groups

10. Question Which form of communication is primarily directive? • Upward • Downward • Horizontal • Diagonal

11. Answer Answer: Rationale:

12. Communication Modes • Written • Face-to-face • Telephone • Nonverbal

13. Elements of Nonverbal Communication • Space • Environment • Appearance • Eye contact • Posture • Facial expression and timing • Vocal expression

14. Types of Communication • Passive • Aggressive • Indirectly aggressive (passive–aggressive) • Assertive

15. Misconceptions and Myths about Assertiveness • All behavior is either assertive or passive • To get what you want, all you have to do is be assertive • Being assertive will: • Increase the odds of getting what you want • Increase your self-esteem • To be assertive is to be aggressive • Assertiveness is unfeminine • Assertive communication is rude or insensitive

16. Question Tell whether the following statement is True or False: Being assertive will increase your chance of getting what you want. • True • False

17. Answer Answer: Rationale:

18. Question A nurse “suffers in silence” instead of speaking up about scheduling conflicts. This is an example of which of the following types of communication? • Aggressive • Passive • Indirectly aggressive • Assertive

19. Answer Answer: Rationale:

20. Actions to Take When Under Attack by an Aggressive Person • Reflect • Repeat the assertive message • Point out the implicit assumption • Restate the message by using assertive language • Question

21. SBAR and ISBAR Communication Tools

22. GRR as a Listening Tool

23. Components of a Business Memo • Header • Opening, context, and task • Summary, discussion segment • Closing segment, necessary attachments

24. Impact of Technology on Communication • Internet • Hospital information systems and intranets • Wireless local area networking • Social media and organizational communication

25. ANA/NCSBN Principles for Social Networking • 1. Nurses must not transmit or place online individually identifiable patient information • 2. Nurses must observe ethically prescribed professional patient–nurse boundaries • 3.Nurses should understand that patients, colleagues, institutions, and employers may view postings • 4.Nurses should take advantage of privacy settings and seek to separate personal and professional information online • 5.Nurses should bring content that could harm a patient’s privacy, rights, or welfare to the attention of appropriate authorities • 6.Nurses should participate in developing institutional policies governing online conduct

26. 1996 Health Insurance Portability and Accountability Act (HIPAA) Called for protection and privacy of medical information, including any information about a patient, whether oral or recorded in any form or medium, that is created or received by a health-care provider, health plan, public health authority, employer, life insurer, school or university, or health clearing house

27. The Electronic Health Record (EHR) • A longitudinal electronic record of patient health information produced by encounters in one or more care settings • Included in this information are patient demographics, progress notes, problems, medications, vital signs, past medical history, immunizations, laboratory data, and radiology reports

28. Question Which are included in the EHR? • Past medical history • Medications • Blood pressure • Age, sex, and race • All of the above

29. Answer Answer: Rationale:

30. Stages of Group Communication Forming Storming Norming Performing

31. Group Roles • Initiator • Information seeker • Information giver • Opinion seeker • Elaborator • Coordinator • Orienter

32. Group Roles—(cont.) • Evaluator • Energizer • Procedural technician • Recorder

33. Group Building and Maintenance Roles • Encourager • Harmonizer • Compromiser • Gatekeeper • Standard setter • Group commentator • Follower

34. Roles of Group Members • Aggressor • Blocker • Recognition seeker • Self-confessor • Playboy • Dominator • Help seeker • Special interest pleader