Effective communication for Nurse Manager
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Effective communication for Nurse Manager
- 2. EFFECTIVE COMMUNICATION Change your thinking and you change your world.
- 3. Discuss the value of Stephen Covey’s Habit. Identify the three components of verbal communication and the percentage of information found in each. Explain the relationship of Self Talk to the Communications model. Describe the Arc of Distortion. Utilize the Left-Hand Column Model to analyze thoughts and feelings. Performance Objectives:
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- 5. What is an effective Communication? What does being an Effective Communicator mean to you? What are the skill sets needed by an Effective communicator? What emotions contribute to effectiveness? Questions
- 6. QUALITIES AND SKILL BUILDING FOR EFFECTIVE COMMUNICATOR What’s missing in the picture of this tree?
- 7. QUALITIES AND SKILL BUILDING FOR EFFECTIVE COMMUNICATOR The roots!!!
- 8. QUALITIES AND SKILL BUILDING FOR EFFECTIVE COMMUNICATOR What are our roots like?
- 9. BEHAVIOR * Skill * Stated Knowledge THOUGHTS FEELINGS * More likely aware COGNITIVE STRUCTURE (thinking patterns) BELIEFS AND ATTITUDES * Under the surface Source: Mark Carey, The Carey Group
- 10. “Seek first to understand and then to be understood.” Stephen R. Covey Habit #5 Stephen R. Covey, The 7 Habits of Highly Effective People, 1990.
- 11. COMMUNICATION ASSESSMENT Courageous Communication. Win-win; we constantly learn from and grow with each other. Problems occur; we work to fix them. Repeat as necessary. Pretty much on the same page. Agree to Disagree, then step away. I’d do more if you would. Adversarial; I win, you lose. It’s mostly your fault. Contentious. Sabotage Communication. Enemies, enemies; everywhere you look.
- 12. Courageous Communication. Win-win; we constantly learn from and grow with each other. Problems occur; we work to fix them. Repeat as necessary. Pretty much on the same page. Agree to Disagree, then step away. I’d do more if you would. Adversarial; I win, you lose. It’s mostly your fault. Contentious. Sabotage Communication. Enemies, enemies; everywhere you look.
- 13. COMMUNICATION AND TRUST Empathy/Caring Commitment/ Dedication Honesty/Openness Competence/ Expertise
- 14. 3 COMPONENTS OF COMMUNICATION Language 7% Body Language 55% Paralanguage 38%
- 15. THE COMMUNICATION ICEBERG Attitude, motivational level Communication skill level 7-10% 90-93%
- 16. GROUP ACTIVITY BEHAVIORS OF COURAGEOUS COMMUNICATION IN SUPERVISION 16
- 17. “Seek first to understand and then to be understood.” Stephen R. Covey Behaviors of Courageous Communication in Supervision
- 19. The Responsibilities of the Receiver The Receiver >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> FILTERS FILTERS The Sender The Message
- 20. GROUP ACTIVITY HOW DO YOU KNOW SOMEONE IS NOT LISTENING? 20
- 21. HOW DO YOU KNOW SOMEONE IS NOT LISTENING?
- 22. Receiver Filters What we are thinking and feeling, Our Self Talk while the other person is speaking.
- 23. Receiver Filters Self Talk The Receiver >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> FILTERS FILTERSThe Sender The Message
- 24. I know you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant. Unknown What you actually heard Arc of “Distortion MAYBE YES Arc of Distortion
- 25. “Focus on the Situation, Issue or Behavior and Not on the Person.” Achieve Global
- 26. ADVOCACY AND INQUIRY Advocacy: n. an advocating: a speaking or writing in support (of something) Inquiry n. 1. The act of inquiring. 2. An investigation or examination. 3. A question; query.
- 27. 1. Temporarily suspend your internal filters 2. Listen 3. Ask questions about what you hear 4. Ask more questions about the answers you receive
- 28. FIGHT OR FLIGHT? Fight Expression of anger Subtle sarcasm Sharp answers Clever comebacks Belittling humor Judgments Flight Withdrawal Feeling sorry for oneself Sulking Growing cold Being indifferent Escaping involvement Escaping responsibilities
- 30. Change your thinking and you change your world.
- 31. Check your filters Check your Self Talk Work on reducing your Arc of Distortion Practice the 4 Steps of Inquiry Receiver Skill Sets
- 32. Responsibility of the Sender The Sender >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> FILTERS FILTERS The Receiver The Message
- 33. Sender Filters • Left-hand Column • Right-hand Column >>> >>> >>> >>> >>> >>> >>> >>> What I’m thinking What is said
- 34. Left-hand Column Exercise Left-hand Column Right-hand Column • Jon: I heard you bought a new car. • You: Yes, I got a new red sports car. • Jon: Really, what kind? • You: A Jaguar. • Jon: A brand new one • You: You betcha.
- 35. Left-hand Column Exercise Right-hand Column • Jon: I heard you bought a new car. • You: Yes, I got a new red sports car. • Jon: Really, what kind? • You: A Jaguar. • Jon: A brand new one • You: You betcha. Left-hand Column • Jon: How can you afford a new car? • You: Woo hoo! Look at me now • Jon: Probably a Ford • You: A Convertible • Jon: It’s probably a 1970. • You: Eat your heart out
- 36. Left-hand Column Exercise Right-hand Column • Q: How long have you been working as a supervisor? • A: About a year. • Q: Have you had any major concerns with staff? • A: Yea, a couple of times. • Q: So did you talk to anyone about your concerns? • A: No, I didn’t want my peers to think I was weak. Left-hand Column
- 37. Sender Filters • Left-hand Column • Right-hand Column >>> >>> >>> >>> >>> >>> >>> >>> What I’m thinking What is said
- 38. • What was I trying to accomplish? • Did I achieve the results I wanted? • How might have my comments contributed to the difficulties? • Why didn’t I say what was in my left hand column? • What assumptions did I make about the other person or people? • How can I use my left-hand column as a resource to improve communications? Reflection: Using Your Left-hand Column as a Resource
- 40. Communication Stoppers • “This is the way it is…” • “You’re wrong…” • “What’s your proof…” • “Whatever” • “You…” • We vs. They or Us vs. Them • GOSSIP
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