IN3004_K_Thornburg
docx
keyboard_arrow_up
School
Walden University *
*We aren’t endorsed by this school
Course
IN3004
Subject
Communications
Date
Jan 9, 2024
Type
docx
Pages
4
Uploaded by SuperHumanStraw14855
IN3004 ASSESSMENT TEMPLATE
Instructions: Insert your responses to the given prompts in the table provided. Part 1: Examples of Positive and Negative Communication
Watch the video provided, which discusses incivility in the workplace and how this impacts other workers and patients.
EpsonStHelierNHS. (2019, September 17). Make or break: Incivility in the workplace ESTH 2019. [Video]. https://www.youtube.com/watch?
v=S1EDatTYMkE
Respond to the following prompts based on the situation presented in the video.
Provide two concrete examples of differences in communication styles between the individuals in the videos. (1–2 paragraphs)
Incivility is more common in the workplace than many would realize. The
type of communication within a unit can set the tone for the entire day. In the first part of the video, the charge nurse was using an aggressive communication style by demanding and using a sharp tone. Podesta explains that “
aggressive behavior involves using an emotion to manipulate someone else so we can get our needs met” (1995). This type of communication does not foster teamwork and can make one feel
intimidated and defeated. In the second part of the video, the receptionist spoke in a snappy manner and appeared annoyed with the co-worker and the patient’s family member attempting to set up an appointment. In response, the patient’s family member used a passive communication style in efforts to avoid confrontation. She was very hesitant and cautious in her response in reaction to the receptionist’s aggressive communication.
Explain one possible cause of ineffective interpersonal communication in the video. Explain one possible consequence of the ineffective communication displayed. (2 paragraphs)
One cause of ineffective communication could be stressors from everyday life which then affects your overall attitude and demeanor. In the video, we were able to hear some of the inner monologues of the staff. The nurse was overwhelmed with things in her personal life plus receiving an entirely different work assignment which requires her to learn all new patients. The supervisor voiced frustration regarding working on Christmas for the third year in a row.
These negative feelings and emotions are then outwardly exhibited in how we communicate and interact with others. The communication shown in the video does not foster teamwork, patience, or compassion for others. The supervisor and charge nurse both showed frustration to the nurse which in a result, applies more pressure on the nurse. The nurse then may feel as though she cannot ask questions or for help even though she is clearly overloaded with tasks to complete. The Joint Commission states that “intimidating and disruptive behavior among
IN3004 ASSESSMENT TEMPLATE
colleagues can foster medical errors and contribute to poor patient satisfaction and otherwise preventable adverse outcomes (2008). The nurse may start to feel rushed, and this is where most errors are made which can further affect patient care and safety. Explain how social and cultural differences can contribute to communication issues between colleagues. Explain how these same differences can strengthen a workplace. (1–2 paragraphs)
From personal experience, cultural differences can cause some issues in communication. Healthcare is different across other cultures around the world. What we consider best practice here may not be what they are used to doing where they are from. Language barriers are also a factor in miscommunication. According to Gerrish, The content of advice
and guidance on critical matters such as compliance with treatment regimes might not be fully understood, psychological support of patients and carers may be limited, and privacy and confidentiality may be compromised (2001).It can be difficult to understand each other due to accents and some phrases/gestures could have different meanings. This can strengthen the workplace because there is each person can learn from the other. The different perspectives can help improve patient
care and increase knowledge across the board. Describe two healthy communication strategies that could have been used by individuals in the video to improve the situation. (1–2 paragraphs)
One way communication could have been better is a change in the tone of voice. The supervisor sounded sharp, demanding, and impatient. By simply changing the words used and the tone of voice, the whole dynamic could have changed into a positive, teamwork environment. Another communication strategy that could have been used is reading body language. As the supervisor approached the nurse, she could see that she was overwhelmed. If body language was read before communication, it could have changed how she communicated to the nurse.
Part 2: Application to Professional Practice
Respond to the following prompts based on your personal experiences in the workplace.
Consider the ANA’s “Violence, Incivility, and Bullying” position statement. What can you glean from this resource about preventing incivility and bullying that you could utilize in professional practice? (1 paragraph)
There should be zero tolerance for incivility and bullying within the workplace.
IN3004 ASSESSMENT TEMPLATE
According to the ANA, “A shared and sustained commitment to promote dignity
and respect is necessary to prevent incivility from escalating to bullying or violence” (2015) One way that I can help in preventing workplace violence is by
first preventing it by exhibiting appropriate behavior to set the standard. It requires the employees and employers to play active roles in educating and reporting instances of incivility. ANA reports that “13% of missed work days are
due to work-place violence (2015). Support should be provided to employees experiencing workplace violence by acknowledging the incivility and encouraging the employee to report the instance. Describe a specific situation from your personal experience when ineffective or uncivil
communication led to an unsafe or unhealthy situation. Describe how the situation impacted quality of care and patient safety. Recommend at least one strategy that you might employ if a similar situation arose in your current nursing practice. Defend the strategy you have selected. (2 paragraphs)
There was a patient that was known to be non-compliant with the BiPAP and want frequent sips of water through the night. The other nurses on the unit classified him as the “needy” patient and often refused to have him for more than two nights in a row. One night, it was my turn to provide care for this patient. Immediately, I felt dread for how my night was going to go. I hadn’t slept well during the day, so I already felt like I was running low on patience. Around midnight, I looked up to find my patient putting the straw to his water under the mask and attempting to take a drink with the BiPAP mask on. I ran in
there to stop him, and he immediately got frustrated. I began to explain why it was not safe to drink that water (or put anything in the mouth) while wearing the BiPAP. I noticed that as I was explaining how it worked in a way he could understand, his whole demeanor changed. He was no longer arguing with me or frustrated. He finally said, “Wow, no one has sat down and explained that to me like you just did and now I understand.” See, he had been told multiple times that he couldn’t drink water while wearing the mask, but he was never told the reason why. This triggered further explanation on what the BiPAP is doing for his body and why it’s important to wear it consistently. The rest of my shift was smooth sailing from there.
After reading about Altabbaa and Beran’s Communication Schema, I feel that I was using the “learning conversation” framework. According to Altabbaa and Beran, “A learning conversation is an invitation to shift from making assumptions about the other person’s intentions to having a dialogue that uses
problem-solving to identify and address these assumptions (2019). That night taught me to really ensure my patients understand the why behind everything we are doing. I’ve found that when a patient can truly understand the why – compliance is increased. Now, there are still difficult and non-complaint patients out there, but I have found that most just need a nurse patient enough to stop and explain the why. Knowledge is key in nursing. It increases confidence when you truly understand what you are doing and why. It increases compliance on the patient’s part and the nurse’s part. The patients
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
IN3004 ASSESSMENT TEMPLATE
feel like a part of the care team instead of just the subject. It changes the whole
dynamic. When I come across similar patients now, I take the time to ask them if they understand their plan of care, the interventions, and the end goal.
List the references you used to support your responses. Be sure to support your responses with scholarly sources.
EpsonStHelierNHS. (2019, September 17). Make or break: Incivility in the workplace ESTH 2019
[Video]. https://www.youtube.com/watch?v=S1EDatTYMkE
American Nurses Association (ANA). (2015). Incivility, bullying, and workplace violence: New position statement
. https://www.nursingworld.org/practice-policy/work-
environment/violence-incivility-bullying/
Podesta, Connie. "Life would be easy if it weren't for other people." Trial
, vol. 31, no. 1, Jan. 1995, pp. 82+. Gale Academic OneFile Select
, link.gale.com/apps/doc/A16220561/EAIM?u=minn4020&sid=ebsco&xid=bf16d623. Accessed 6 Dec. 2023.
The Joint Commission. Behaviors that undermine a culture of safety. Joint Commission Sentinel Event Alert. 2008; issue 40.
Gerrish K. (2001) The nature and effect of communication difficulties arising from interactions between district nurses and South Asian patients and their carers. Journal of Advanced Nursing 33, 566–574.
Altabbaa, G., Kaba, A., & Beran, T. N. (2019). Moving on from structured communication to collaboration: A communication schema for interprofessional teams. Journal of Communication in Healthcare, 12
(3/4), 160–169. doi: 10.1080/17538068.2019.1675427