Ma. Estrella Lena M.

Pusag RN
February 27, 2010

Ma. Estrella Lena M. Pusag RN 1

 Communicating and Collaborating
 Communication System and its Barriers
 Communicating with Difficult People
 Managing Emotions and Conflict

Ma. Estrella Lena M. Pusag RN

2
 complex exchange of thoughts, ideas or
information on at least two levels: verbal and
non-verbal as defined by Chitty(2001)
 It begins the moment two or more people
become aware of each other’s presence.

Ma. Estrella Lena M. Pusag RN

3
 Is not just cooperation, but is the concerted
effort of individuals and groups to attain a
shared goal.
 Requires
• Mutual trust
• Recognition
• Respect
• Shared decision making
• Open dialogue

Ma. Estrella Lena M. Pusag RN

4
Ma. Estrella Lena M. Pusag RN
5
 Effective communication
requires the sender to determine
what the receiver see and hear .

Ma. Estrella Lena M. Pusag RN

6
Modes of
Communication

 Verbal- face to face,

telephone

Ma. Estrella Lena M. Pusag RN

7
Modes of
Communication

 Written
 Non Verbal- body
language, facial
expressions, vocal
tones, gestures, touch

Ma. Estrella Lena M. Pusag RN

8
INTERNAL CLIMATE EXTERNAL CLIMATE

 values  weather conditions

 feelings  temperature
 temperament  timing
 stress levels of the  status
sender and the  power
receiver  authority

Ma. Estrella Lena M. Pusag RN

9
Channels of Communication in an organization
by Marquis
 Upward
 Downward
 Horizontal
 Diagonal
 Grapevine

Ma. Estrella Lena M. Pusag RN

10
Four dimensional flow of
Communication in Nursing Care by
Venzon
Ma. Estrella Lena M. Pusag RN
11
 Muddled or Confusing messages
 Wrong Channel
 Language
 Poor listening skills
 Gender
 Physical distraction

Ma. Estrella Lena M. Pusag RN

12
 Keep calm, watch your body language and avoid
arguing at all cost
 Provide a "soft cushion" and acknowledge the
other person's objection
 Follow that statement immediately with "Would
you share with me the effect those delays have had
on you."
 Now paraphrase and ask questions for better
understanding
 Use "Glad-Sorry-Sure

Ma. Estrella Lena M. Pusag RN

13
 Try the 3 F's (feel, felt, found).
 Use "Separately, First."
 Now you are ready to provide your explanation if
invited to do so.
 Focus on what you are able to do, not what you
can't do.
 After your response, double-check to assure the
person understands.
 Avoid using the word "but" and instead replace it
with "and."

Ma. Estrella Lena M. Pusag RN

14
Conflict is neither good nor
bad, and it can produce
growth or destruction,
depending on how it is
managed.

Ma. Estrella Lena M. Pusag RN

15
Conflict is generally defined as the internal or
external discord that results from differences in
ideas, values, or feelings between two or more
people

The optimal goal in resolving conflict is creating

a win-win solution for all involved.

Ma. Estrella Lena M. Pusag RN

16
  Intrapersonal
occurs w/in a
person; an
internal struggle

Ma. Estrella Lena M. Pusag RN

17
 Interpersonal
also known as
horizontal
violence or
bullying

Ma. Estrella Lena M. Pusag RN

18
  Intergroup
b/w 2 or more
groups of people,
departments or
organizations

Ma. Estrella Lena M. Pusag RN

19
 Poor communications
 The alignment or the amount of resources is
insufficient.
 "Personal chemistry", including conflicting
values or actions among managers and
employees
 Leadership problems, including inconsistent,
missing, too-strong or uninformed leadership
(at any level in the organization)

Ma. Estrella Lena M. Pusag RN

20
Compromising-
gives up something
it wants of equal
value
“Compromise: Half
Way”

Ma. Estrella Lena M. Pusag RN

21
 Competing- one
party pursues
what it wants at
the expense of
the others
“Standing on the
ground: My
Way”

Ma. Estrella Lena M. Pusag RN

22
 Cooperating- one
party sacrifices his
or her beliefs,
allows other party
to win

Ma. Estrella Lena M. Pusag RN

23
 Smoothing- one
party attempts to
compliment the
other party or to
focus on
agreements
“Give in: Your
Way”

Ma. Estrella Lena M. Pusag RN

24
Avoiding- parties
involved are
aware of conflict
but choose not to
acknowledge or
attempt to resolve
“Withdraw: No
way”

Ma. Estrella Lena M. Pusag RN

25
  Collaborating- all
parties set aside their
original goals and work
together to establish a
supraordinate or
priority common goal
“Collaborate: Our way”

Ma. Estrella Lena M. Pusag RN

26
 Physical- visible, bodily tensions- heavy
perspiration, rapid heartbeat

 Cognitive- thoughts and ideas; inner thoughts

and inner voices

 Emotional – feelings of fear, anger, despair

Ma. Estrella Lena M. Pusag RN

27
 Learn to accept and value emotions at work.
 Pay attention to your body
 Pay attention to your instincts.
 Pay attention to your perceptions.
 Regulate your emotions at work.

Ma. Estrella Lena M. Pusag RN

28