Huston_PPT_Ch_19_Student Organizational , interpersonal. and group communication

From leadership and management

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Chapter 19
Organizational, Interpersonal,
and Group Communication

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Communication
•Communication begins the moment two or more
people become aware of each other’s presence
•Communication is perhaps the most critical
leadership skill
•Organizational communication is a high-level
management function
•Communication impacts all management activities
and cuts across all phases of the management
process
•The ability to communicate effectively often
determines success as a leader-manager

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Elements Common to the Communication
Process

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Internal and External Climate in
Communication
Internal climate
Includes internal factors such as the values, feelings,
temperament, and stress levels of the sender and the
receiver
 
External climate
Includes external factors such as the weather, temperature,
timing, status, power, authority, and the organizational
climate itself

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Variable Affecting Organizational
Communication
•Number of levels that communicate
•Gender
•Power and status

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Organizational Communication Strategies
•Leader-managers assess organizational communication
•Leader-managers understand the organization’s structure
and recognize who is affected by decisions
•Communication is not a one-way channel; communication
must be clear, simple, precise
•Senders should seek feedback whether communication is
received
•Multiple communication methods should be used
•Unnecessary information should not be disclosed

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Question
When does communication begin?
A.When two or more people are in each other’s
presence
B.When people become aware of each other ’s presence
C.When a written or verbal message is exchanged

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Answer
Answer:
Rationale:

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Channels of Communication
Upward
•From subordinate to superior
Downward
•From superior to subordinate
Horizontal
•From peer to peer
Diagonal
•Between individuals at differing hierarchy levels and job
classifications
Grapevine
•Informal, haphazard, and random, usually involving small groups

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Question
Which form of communication is primarily directive?
A.Upward
B.Downward
C.Horizontal
D.Diagonal

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Answer
Answer:
Rationale:

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Communication Modes
•Written
•Face-to-face
•Telephone
•Nonverbal

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Elements of Nonverbal Communication
•Space
•Environment
•Appearance
•Eye contact
•Posture
•Facial expression and timing
•Vocal expression

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Types of Communication
•Passive
•Aggressive
•Indirectly aggressive (passive–aggressive)
•Assertive

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Misconceptions and Myths about
Assertiveness
•All behavior is either assertive or passive
•To get what you want, all you have to do is be
assertive
•Being assertive will:
–Increase the odds of getting what you want
–Increase your self-esteem
•To be assertive is to be aggressive
•Assertiveness is unfeminine
•Assertive communication is rude or insensitive

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Question
Tell whether the following statement is True or False:
Being assertive will increase your chance of getting
what you want.
A.True
B.False

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Answer
Answer:
Rationale:

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Question
A nurse “suffers in silence” instead of speaking up about
scheduling conflicts. This is an example of which of the
following types of communication?
A. Aggressive
B. Passive
C. Indirectly aggressive
D. Assertive

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Answer
Answer:
Rationale:

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Actions to Take When Under Attack by an
Aggressive Person
•Reflect
•Repeat the assertive message
•Point out the implicit assumption
•Restate the message by using assertive language
•Question

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SBAR and ISBAR Communication Tools

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GRR as a Listening Tool

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Components of a Business Memo
•Header
•Opening, context, and task
•Summary, discussion segment
•Closing segment, necessary attachments

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Impact of Technology on Communication
•Internet
•Hospital information systems and intranets
•Wireless local area networking
•Social media and organizational communication

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ANA/NCSBN Principles for Social
Networking
•1. Nurses must not transmit or place online individually
identifiable patient information
•2. Nurses must observe ethically prescribed professional
patient–nurse boundaries
•3. Nurses should understand that patients, colleagues,
institutions, and employers may view postings
•4. Nurses should take advantage of privacy settings and seek to
separate personal and professional information online
•5. Nurses should bring content that could harm a patient’s
privacy, rights, or welfare to the attention of appropriate
authorities
•6. Nurses should participate in developing institutional policies
governing online conduct

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1996 Health Insurance Portability and
Accountability Act (HIPAA)
Called for protection and privacy of medical
information, including any information about a
patient, whether oral or recorded in any form or
medium, that is created or received by a health-care
provider, health plan, public health authority,
employer, life insurer, school or university, or health
clearing house

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The Electronic Health Record (EHR)
•A longitudinal electronic record of patient health
information produced by encounters in one or more care
settings
•Included in this information are patient demographics,
progress notes, problems, medications, vital signs, past
medical history, immunizations, laboratory data, and
radiology reports

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Question
Which are included in the EHR?
A.Past medical history
B.Medications
C.Blood pressure
D.Age, sex, and race
E.All of the above

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Answer
Answer:
Rationale:

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Stages of Group Communication
•Forming
•Storming
•Norming
•Performing

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Group Roles
•Initiator
•Information seeker
•Information giver
•Opinion seeker
•Elaborator
•Coordinator
•Orienter

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Group Roles—(cont.)
•Evaluator
•Energizer
•Procedural technician
•Recorder

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Group Building and Maintenance Roles
•Encourager
•Harmonizer
•Compromiser
•Gatekeeper
•Standard setter
•Group commentator
•Follower

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Roles of Group Members
•Aggressor
•Blocker
•Recognition seeker
•Self-confessor
•Playboy
•Dominator
•Help seeker
•Special interest pleader