nursing leadership and management

1. Management
COMMUNICATION
MOHAMMED ALHABSI INDANAN
Skills
Quality Coordinator- Ambulatory Care Unit
King Abdulaziz Specialist Hospital-Taif

2. Why Communication is important?
… the lifeblood of a successful organisation

3. Objectives of Presentation
• Discuss the importance of effective
communication in healthcare management.
• Utilize communication skills effectively in the
management process.

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. C ommunication
“communis” means common
“the exchange of
thoughts, messages, or information -
by speech, signal, writing, or
behavior.”

6. classification of Communication
VERBAL Communication
• Words or Languages
Oral and Written
NON-VERBAL Communication
• Gestures, aural, & visual
Space, Environment, Appearance, Eye
Contact, Posture, Facial Expression &
Timing, Vocal Expression

7. Communication Modes
WRITTEN Communication
FACE-TO-FACE Communication
TELEPHONE Communication
ELECTRONIC communication

8. Types of Communication
Intrapersonal
Interpersonal
Intergroup
Mass

9. The COMMUNICATION Process
Msg Msg Msg Msg
Source Encoding Channel Decoding Receiver
Feedback
Context

10. Barriers of Communication

11. Barriers of Communication
Internal
 Judgmental attitude, stress, fatigue, poor
listening skills, "know it all” unconcerned
attitude etc.
External
 Noise, distractions, bad phone
connections, environment etc.

12. C ultural Differences

13. Cultural Differences
Beliefs, customs, language, nor
ms & values…..

14. Breaking
Cultural
Barriers
STRATEGIES

15. Breaking Cultural Barriers
Cross- Cultural Communication
Respect, tolerance, non judgmental
attitudes
Obtaining knowledge & being Sensitive
to cultural Differences
Attitude, Behavior, Values shared……

16. O RGANISATIONAL
Communication

17. ORGANISATIONAL Communication
ASSERTIVE Communication:
PASSIVE Communication:
AGGRESSIVE Communication:
PASSIVE-AGGRESSIVE Communication:

18. ASSERTIVE Communication:
“I” statement. …
direct, honest, and appropriate
ways that do not infringes on
another person’s rights.
congruent both
verbal & nonverbal msg.

19. PASSIVE Communication:
Occurs when a person
suffers in silence
although he/she
may feel strongly
about the issue

20. AGGRESSIVE Communication:
Express themselves in a direct & often hostile
manner that infringes on others rights
“winning at all cost”
Demonstrating
self-excellence

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. Channels of
C om m unication

23. Channels of Communication
• Downward
• Upward
• Horizontal
• Diagonal
• “Grapevine”

24. DOWNWARD UPWARD
Communication Communication

25. HORIZONTAL DIAGONAL
Communication Communication

26. Grapevine Communication

28. 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.

29. Forms of L I S T E N I N G
“IGNORING” Listening
“PRETENDING” Listening
SELECTIVE Listening
AT TENTIVE Listening
EMPATHIC Listening

30. Organizational
Communication
Strategies

31. 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

32. 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”

33. Communication
in Healthcare…..

34. IPSG.2
Improve Effective
Communication

35. • Timely
• Accurate
• Unambiguous
• Understood by the recipient
Reduces error
Results in patient safety

36. 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.

37. 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.

38. Guide for calling the physician…..
SBAR

39. Introduce yourself, and
S 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.

40. Communication is a key
skill for any health care
professional, but for nurses,
we are in the occupation that
has Interpersonal
communication at its C ore….

41. 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
• MindTools.com

42. MAGSUKUL...