Professional Documents
Culture Documents
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- The incongruence between verbal and non verbal message is the most significant barrier to
effective interpersonal communication.
- Effective leaders are congruent in their verbal and non verbal communication, so followers
are clear about the messages they receive. Likewise, leaders are sensitive to the non verbal
and verbal messages from followers and look for inconsistencies that may indicate
unresolved problems or needs.
- Active listening is an interpersonal communication skill that improves with practice.
COMMUNICATION CHANNELS used by the manager in the organization may be:
1. UPWARD – manager is a subordinate to a higher management. Needs and
wants are communicated upward to the next level in the hierarchy.
2. DOWNWARD – manager relays information to subordinates. This is a
traditional form ofcommunication in organizations and helps coordinate activities in
various levels of the hierarchy.
3. HORIZONTAL – managers interact with others in the same hierarchical level
as themselves who are managing different segments of the organization. It
increases as departmental independence increases. ( ex. Supervisor to another
supervisor)
4. DIAGONAL – manager interacts with personnel and managers of the other
departments and groups who are not of the same level of the organizational
hierarchy. (eg. Nurse to a doctor )
5. GRAPEVINE – most informal communication. It flows haphazardly between
people at all hierarchical levels and usually involves 3-4 people at a time. It is
subject to error and distortion because of the speed at which it passes and the
sender has little accountability for the message.
a) Elaborate on the original story but convey its original intent.
b) Distort the message either deliberately or unintentionally
c) Stat a contradictory message because they disagree with the original
message received
Modes of Communication
1. Written communication
- allow for documentation
- open to various interpretations an is time-consuming
2. Face-to-face communication
- done through oral communication but few people receive the information
- done in formal meetings.
3. Nonverbal communication
- includes facial expression, body movements, and gestures (body language)
- involves the emotional component of the message.
- More reliable than verbal communication
4. Telephone communication
- rapid and allow clarification of message at a given time
- there is no nonverbal message but is an important communication tool.
Telecommunication Technologies
- increase the potential for effective and efficient communication in the
organization:
1. E-mail
2. Faxes
3. Teleconference
4. CD-Rom
Internet
- is increasingly being used by nurse-managers as both an information source
and communication tool.
- Provides access to e-mail, file transfer protocol and world wide web.
Confidentiality
- it is the duty of the nurses to maintain confidentiality revealed to them by
patients.
- this can be breached legally only when one provider must share information
about a patient so that another provider can assume care.
MANAGING CONFLICT
Conflict – the internal or external discord that results from differences in ideas, values, or
feelings between two or more persons.
Categories of Conflict:
1. Intrapersonal conflict - occurs within the person.
- Involves an internal struggle to clarify contradictory values or wants.
2. Interpersonal conflict
- happens between two or more people with differing values, goals, and beliefs.
- maybe experienced in the downward, upward, horizontal, or diagonal communication.
3. Intergroup conflicts
- Occurs between two or more groups of people, departments or organizations
Types Of Strikes:
1. Economic Strikes
- Employees attempt to get their employer to meet their demands by
withdrawing their services. An employee cannot be fired for participating in an
economic strike but can be replaced.
2. Unfair Labor Strike
- Results from an unfair labor practice by an employer or a union.
3. Sympathy Strike
- Employees of one employer strike in support of another. Workers can refuse to cross
picket lines.
4 Jurisdictional Strikes
- There is work stoppage over the assignment of work or more unions.
Employees may strike because the employer assigned a particular job to another
union.
5. Illegal Strikes
- Comprises violent strikes, boycott, or secondary strikes, and wildcat, or surprise
strikes that are not authorized by the union.