management communication skills


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management communication skills

  1. 1. ManagementCOMMUNICATION MOHAMMED ALHABSI INDANAN Skills Quality Coordinator- Ambulatory Care Unit King Abdulaziz Specialist Hospital-Taif
  2. 2. Why Communication is important?… the lifeblood of a successful organisation
  3. 3. Objectives of Presentation• Discuss the importance of effective communication in healthcare management.• Utilize communication skills effectively in the management process.
  4. 4. Outline …………………… • Definition: Communication • Classification, Modes , & Types of Communication • Communication Process • Barriers of Communication • Cultural Differences & Breaking Cultural barriers strategies • Organisational Communication • Communication in Healthcare
  5. 5. C ommunication“communis” means common“the exchange of thoughts, messages, or information - by speech, signal, writing, or behavior.”
  6. 6. classification of CommunicationVERBAL Communication• Words or Languages Oral and WrittenNON-VERBAL Communication• Gestures, aural, & visual Space, Environment, Appearance, Eye Contact, Posture, Facial Expression & Timing, Vocal Expression
  7. 7. Communication ModesWRITTEN CommunicationFACE-TO-FACE CommunicationTELEPHONE CommunicationELECTRONIC communication
  8. 8. Types of CommunicationIntrapersonalInterpersonalIntergroupMass
  9. 9. The COMMUNICATION Process Msg Msg Msg MsgSource Encoding Channel Decoding Receiver Feedback Context
  10. 10. Barriers of Communication
  11. 11. Barriers of CommunicationInternal Judgmental attitude, stress, fatigue, poor listening skills, "know it all” unconcerned attitude etc.External Noise, distractions, bad phone connections, environment etc.
  12. 12. C ultural Differences
  13. 13. Cultural DifferencesBeliefs, customs, language, nor ms & values…..
  14. 14. BreakingCulturalBarriers STRATEGIES
  15. 15. Breaking Cultural BarriersCross- Cultural CommunicationRespect, tolerance, non judgmentalattitudesObtaining knowledge & being Sensitiveto cultural DifferencesAttitude, Behavior, Values shared……
  16. 16. O RGANISATIONALCommunication
  17. 17. ORGANISATIONAL CommunicationASSERTIVE Communication:PASSIVE Communication:AGGRESSIVE Communication:PASSIVE-AGGRESSIVE Communication:
  18. 18. ASSERTIVE Communication:“I” statement. …direct, honest, and appropriateways that do not infringes onanother person’s rights.congruent both verbal & nonverbal msg.
  19. 19. PASSIVE Communication: Occurs when a person suffers in silence although he/she may feel strongly about the issue
  20. 20. AGGRESSIVE Communication: Express themselves in a direct & often hostile manner that infringes on others rights “winning at all cost” Demonstrating self-excellence
  21. 21. PASSIVE-AGGRESSIVE Communication: Is an aggressive msg. presented in a passive way. Limited verbal exchange with incongruent with non verbal behavior This person feigns withdrawal in an effort to manipulate the situation
  22. 22. Channels ofC om m unication
  23. 23. Channels of Communication• Downward• Upward• Horizontal• Diagonal• “Grapevine”
  24. 24. DOWNWARD UPWARDCommunication Communication
  25. 25. HORIZONTAL DIAGONALCommunication Communication
  26. 26. Grapevine Communication
  27. 27. L highestTform N Communication….. …The I S E of I N G………An active process that requires conscious attention, is critical to good communication.The leader who actively listens gives genuine time & attention to the sender, focusing on verbal & nonverbal communication.
  28. 28. Forms of L I S T E N I N G“IGNORING” Listening“PRETENDING” ListeningSELECTIVE ListeningAT TENTIVE ListeningEMPATHIC Listening
  29. 29. OrganizationalCommunication Strategies
  30. 30. ORGANIZATIONAL Communication Strategies• Managers must assess organisational communication• Managers must understand the organisation’s structure & recognise who will be affected by decisions• Communication is not a one-way channel• Communication must be clear, simple, & precise
  31. 31. ORGANIZATIONAL Communication Strategies• Senders should seek feedback regarding whether their communication was accurately received• Multiple communication methods should be used, when possible, if a message is important• Managers should not overwhelm subordinates with unnecessary information KISS principle …. “Keep it Simple & Straightforward”
  32. 32. Communicationin Healthcare…..
  33. 33. IPSG.2Improve Effective Communication
  34. 34. • Timely• Accurate• Unambiguous• Understood by the recipient Reduces error Results in patient safety
  35. 35. To prevent error…..1. The complete verbal and telephone order or test result is written down by the receiver of the order or test result.2. The complete verbal and telephone order or test result is read back by the receiver of the order or test result.
  36. 36. To prevent error…..3. The order or test result is confirmed by the individual who gave the order or test result.4. Policies and procedures should support consistent practice in verifying the accuracy of verbal and telephone communications.
  37. 37. Guide for calling the physician….. SBAR
  38. 38. Introduce yourself, andS ituation briefly state the issue that you want to discuss.B ackground Describe the background or context.A ssessment State what you think the problem is.R State what you would like ecommendation to address the problem.
  39. 39. Communication is a keyskill for any health careprofessional, but for nurses,we are in the occupation thathas Interpersonalcommunication at its C ore….
  40. 40. References:• Leadership Roles & Management functions in Nursing by Bessie L. Marquis,RN, MSN & Carol J. Huston, RN,MSN, DPA, FAAN 6th edition 2009• Joint Commission International Accreditation Standards for Hospital 4th Edition effective January 1, 2011• Learning Method of effective Communication in Nursing•
  41. 41. MAGSUKUL...