1
Q
according to Aaron, team charters are documents which typically address a… (3)
A
- team’s purpose/mission statements
- behavioral norms and performance (expectations r/t shared responsibilities)
- mngmt processes (mechanisms to address effort imbalances in teams/conflict)
2
Q
according to Aaron, events which occur early in team development are… (2)
A
- critically important
- have lasting effects
3
Q
according to Aaron, what is critical to minimizing conflict and dysfunction in teams?
A
- communication
4
Q
according to Aaron, team charters may prevent (3)
A
- social loafing
- personality conflicts
- scheduling conflicts
5
Q
according to Aaron, what are the benefits of team charters (4)
A
- set a foundation for healthy team functioning
- speed a team’s development
- improve performance
- bring disagreements regarding expectations and goals to the surface
6
Q
according to Aaron, what is a critical function of team charters
A
- eliciting member input r/t their expectations regarding communication methods
7
Q
what key concepts are found in Drinka? (4)
A
- definition of communication
- multivocality
- what influences communication challenges
- impact of poor communication
8
Q
according to Drinka, poor communication among HCP is the leading root cause of…
A
- adverse clinical incidents in hospital
9
Q
Drinka defines communication as…
A
- the exchange of thoughts, messages, or information, as by speech, signals, writing, or behavior
10
Q
according to Drinka, communication challenges are influenced by… (4)
A
- a person’s relationship to oneself
- relationship the pt
- relationship to the healthcare team
- timing of communication
11
Q
Drinka describes multivocality as…
A
- each healthcare discipline focuses on different aspects of the pt’s health history/presenting concern
- each will tell the pt narrative differently and each narrative builds on the others to create a complete picture of the pt’s needs
12
Q
according to Drinka, how does a person’s relationship to oneself impact communication?
A
- education and socialization contributing to the development of one’s own professional identity, values, and voice –> then contributes to our communication style
13
Q
according to Drinka, how does a person’s relationship to the pt oneself impact communication?
A
- discipline specific approach to communication
14
Q
according to Drinka, how does a person’s relationship to the healthcare team impact communication?
A
- challenges of contributing one’s own voice to the emerging dialogue of the team as a whole
15
Q
according to Drinka, understanding communication among members of an IPC team involves examining different dimensions of the use of words and stories by team
members, such as… (4)
A
- narratives = multivocality
- words & their meanings
- business jargon
- unspoken influences on team communication
16
Q
according to Drinka, what is required to construct a holistic picture of the pt r/t multivocality (3)
A
- reinterpretation
- reconfiguration
- & reintegration
of different provider narratives
17
Q
describe how words & their meanings can contribute to challenges of contributing one’s own voices to the team dialogue? (2)
A
- medical jargon which is unique to each discipline –> may not understand a term = question it
- avoid acronyms = might excluse other professionals who dont understand it
18
Q
describe how business jargon can contribute to challenges of contributing one’s own voices to the team dialogue?
A
- business terms centered around quality improvement terminology which HCP often adopt
19
Q
describe how unspoken influences on team communication can contribute to challenges of contributing one’s own voices to the team dialogue? (4)
A
- previous history w teamwork influencing how a person communicates in team settings (previous negative and positive experiences)
- metaphores for teams such as referring to sport or music (orchestra)
- myths unmask the world view of the team member or team as a whole
- mental image of the team
20
Q
what is one of the most difficult things to learn w IP communication
A
- when or when not to communicate with another provider
21
Q
describe how timing of communication impact communication?
A
- can cause IPC conflicts
ex. nurse who calls the physician too often w irrelevant info
22
Q
what key concepts are found in Lake’s articles? (3)
A
- definition of communication
- communication tools
- what is included in communication
23
Q
how does Lake define communication
A
- the act of exchanging info thru a shared system of signs, words, gestures, and other behaviors
24
Q
according to Lake, communication includes… (5)
A
- face to face communication
- non-verbal communication
- asynchronous communication
- informal communication
- active listening
25
according to Lake, what are examples of communication tools (4)
- CORBS
- SBAR
- SCRIPT
- close loop communication
26
according to Lake, communication in _____ is more complex than communication between ____. why?
- in small groups is more complex than between dyads (two people)
- each person assigns their own meaning to what someone says = more people = more meanings = more misunderstanding
27
according to Lake, what are barriers to communication clarification (2)? what are examples of this?
- internal ex. lack of confidence
- external ex. lack of time
28
according to Lake, face-to-face communication involves the following elements... (2)
- non-verbal communication
- spoken language
29
according to Lake, non-verbal communication varies by.... (4)
- social group
- ethnicity
- gender
- socioeconomic factors
30
according to Lake, nonverbal communication can either ____ or _____ verbal messages
- clarify
- or complicate
ex. sarcastic nonverbal communication complicates an otherwise straightforward comment
31
according to Lake, what is included in nonverbal communication (4)
- interaction w physical enviro (ex. how people seat themselves at a table)
- vocal cues
- physical cues
- paralinguistic cues (ex. hesitations, sighs, pauses)
32
according to Lake, spoken language includes... (2)
- denotations (dictionary definitions of words)
- connotations (secondary associations associated w words, may carry emotional signif, the implied or indirect meaning)
33
according to Lake, when are misunderstandings with spoken language more likely to occur (3)
- when speech is unintelligable
- when context is unclear
- different dialects
34
according to Lake, when safety is important, how should messages be communicated? (2)
- in writing
- or by using closed-loop communication
35
according to Lake, what can alienate newcomers with spoken language?
- jargon = can cause confusion = use sparingly
36
according to Lake, what is the difference between facts and inferences
- facts = verifiable observations
- inferences = have varying degrees of reliability
37
according to Lake, what is imp to note w spoken language r/t facts vs inferential
- tone may lead someone to think an inference is a fact
- if making an inference, you should say "I believe..." or "it seems like..."
38
according to Lake, overgeneralization contributes to...
- stereotypes
39
according to Lake, what is polarization
- polar terms which diminish complexity of situation
i.e something is either good or bad
40
according to Lake, active listening requires the listener to.. (7)
- reconcile verbal info w nonverbal signs
- reflect feelings
- ask questions for clarification
- paraphrase the speaker's message
- use non-verbal behaviors to illustrate that they are listening
- reduce environmental distractions
- notice when they are zoning out & take steps to recenter themselves into the convo
41
according to Lake, what is asynchronous communication? this doesn't include...
- includes any form of communication with a time lag ex. emails, chart notes
- does not include face-to-face/telephone conversations
42
according to Lake, the reading of asynch communication is limited by...
- the absence of non-verbal cues
43
according to Lake, what should be done is reading a written message troubles you? (3)
- try rereading from the writer's perspective
- consider generalizations & polarizations
- try responding to the author via synchronous communication to better explore their tone
44
according to Lake, what is the difference between reading asynch communication via formal communication methods (ex. letters) vs informal communications (ex. texts)
- formal methods often come w an introduction tone (ex. "we regret to inform" or "I am pleased to announce")
- informal methods may not include tone indication & can be misinterpreted
45
according to Lake, what are the advantages of asynch communication via writing?
- increased accuracy & clarity
46
according to Lake, what are the disadvantages of asynch communication via writing? (3)
- easier to ignore/forget
- may be distributed beyond intended audience
- greater ability to incriminate
47
according to Lake, asynch communication via writing encompasses....
- traditional forms of healthcare documentation (ex. paper charts, letters)
- non-traditional (e-charts, texts)
48
according to Lake, what is informal communication?
- unstructured convos that occur outside of meetings/formal interactions
49
according to Lake, what are the benefits of informal communication (4)
- strengthens social groups
- linked to greater productivity
- greater engagement
- enhanced employee satisfaction
50
according to Lake, what impact does self-awareness have on communication?
- HCP w high lvl of self-awareness are more open to new info
51
according to Lake, how is self-awareness achieved?
through self-reflection on attitudes, beliefs, values, and goals
52
according to Lake, what is included under attitudes and beliefs (2)
- stereotypes
- biases
53
according to Lake, what is included under values and goals (4)
- achievement
- altruism
- rationality
- flexibility
54
according to Lake, people feel more satisfied w collaborative work when their values are...
- affirmed
55
according to Lake, people are more likely to like people who...
- mirror their values
56
according to Lake, goals are usually....
- situation specific
57
according to Lake, in the domain of communication some topics for reflection may include the following... (5)
- what message do i need or want to send?
- is my message intended to achieve a common or personal goal?
- how my attitudes and beliefs affect what i say and how i listen? how do others' attitudes & beliefs affect how they perceive me and how i perceive them?
- when conflicts have arisen, what part of the message relates to the common goal and what relates to group maintenance?
- how will this message be received by different people? how may it threaten others? are there other solutions?
58
according to Lake, what are diff types of communication tools? (5)
- structured reflection
- SCRIPT
- SBAR
- CORBS
- closed loop communication
59
according to Lake, how can structures reflection be done? (3)
by:
- structured classrooom exercises
- self-study
- peer support groups
60
according to Lake, what are the benefits of structured reflections
- help us untangle the meaning, attitudes, beliefs, goals, and values behind interactions
61
according to Lake, what does SCRIPT stand for
Structuring Communication Relationships for Interprofessional Teamwork
62
according to Lake, what is SCRIPT
- program encouraging reciprocal communication patterns among HCP
63
according to Lake, what are the benefits of SCRIPT (4)
- reduces anonymity
- clarifies roles
- identifies problems and goals
- engages people in collaboration
64
according to Lake, describe how a SCRIPT interaction should go?? (4)
- name: introduce by name and title
- role: state professional role & describe it in relation to the pt under discussion
- issue: share ur profession specific problem or plan for the pt
- feedback: elicit interaction specific feedback by asking questions such as " do you have any concerns" or "is there something else i should consider"
65
according to Lake, implementing SCRIPT may be challenged by... (3)
- power differentials
- disciplinary resistance
- fast paced enviro
66
why use SBAR? (4)
- reduce the barrier of effective communication across different disciplines and lvls of staff
- creates shared mental model around all pt handoffs and situations requiring escalation or critical exchange of info
- memory prompt: easy to remember and encourage prior prep for communication
- reduced the incidence of missed communication
67
according to Lake, what is included under Situation of SBAR (5)
- situation
- name
- position
- topic
- time needed to discuss
68
according to Lake, what is included under Background of SBAR (5)
- pt name
- diagnosis
- admin date
- treatment plan
- planned procedures
69
according to Lake, what is included under Assessment of SBAR
- key changes
70
according to Lake, what does CORBS stand for
Clear
Owned
Regular
Balanced
Specific
71
according to Lake, CORBS is a guideline for...
- giving effective feedback
72
according to Lake, what is included under Clear of CORBS
- give clear & concise info to reduce anxiety and be understood
- be clear about what feedback you want to give to reduce anxiety in receiver
ex. id like to provide you w some feedback on your assessment of Mr.B
73
according to Lake, what is included under Owned of CORBS
- feedback is your own perceptions and not an "ultimate truth" = says as much about you as it does the receiver
ex. say "I felt" not "you are", "I'm unsettled by your direct manner" rather than "You're pushy"
74
according to Lake, what is included under Regular of CORBS (2)
- offer regular feedback (as close to the event as possible) = better than grievances that are saved up to be delivered as one large package
- offer feedback soon to allow time for the person to do something about it
75
according to Lake, what is included under Regular of CORBS
- offer regular feedback (as close to the event as possible)
76
according to Lake, what is included under Balanced of CORBS
- balance negative and positive feedback
- does not mean that each piece of feedback must be always accompanied by something positive, but over time there should be a balance
77
according to Lake, what is included under Specific of CORBS
- comment on observable behaviors and behavior that can be modified
78
according to Lake, closing a communication loop requires... (3)
- receiver to make eye contact (if possible)
- repeat the message back to the sender
- sender confirms that message was received properly or corrects the error
79
according to Lake, closed loop communication is useful in which situations?
- situations where miscommunication = danger (ex. verbal med orders)
80
according to Lake, closed loop communication is useful in which situations?
- situations where miscommunication = danger (ex. verbal med orders)
81
according to Lake, what is the benefit of closed loop communication
- ensures a message was interpreted correctly
82
according to WRHA, IPC includes communication/collaboration between...
- HCP, students, pts, families, and communication
83
according to WRHA, what is essential for IPC?
- an enviro of mutual respect
84
according to WRHA, IPC is facilitated by... (4)
- active listening, attention to non-verbal communication
- coming to a common understanding regarding care decisions
- effectively using info & communication tech
- considering whether negotiation, consultation, interaction, discussion, or debate is best
85
most programs teach what type of communication?
- dyadic communication w pts (one-to-one)
86
what 4 meanings are present in dyadic communication?
- A's intended meaning
- B's understanding of what A says
- B's intended meaning
- A's understanding of what B says
87
what are the main characteristics of effective interprofessional communication in small group (4)
- mutual respect
- active listening
- get to the point
- non-verbal communication
88
how many potential meanings are there in communication in small groups (ex. 4 people)
- 24 potential meanings
- those not directly involved in the convo also construct meaning ex. C&D looking at A&B convering = 24 additional meanings for a total of 48
89
what are examples of synchronous communication (4)
- face
- telephone
- zoom
- vocera
90
with synchronous communication, you have to pay attention to...
- all aspects of the process
91
what are examples of informal communication (3)
- unstructured convos in hallways
- coffee breaks
- over lunch
92
what are the benefits of informal comvo
- helps build work relationships and social networks
- can be beneficial to include informal communication at the beginning of each meeting
93
what are examples of asynch communication
- writing
- reading
94
what are some cons to reading asynch communication (3)
- sometimes leads to making inferences about the meaning
- reading accuracy r/t handwriting lighting
- tone does not always come across
95
what is included in active listening (10)
- reconcile verbal info w nonverbal signals
- reflect feelings
- ask questions for clarification
- paraphrase the speaker's message
- the listener must become a collaborator in the communication process
- open posture
- sitting down
- lean forward
- face the speaker
- make eye contact
96
what may be used in verbal communication (5)
- face/inference confusions
- overgeneralization (all, ever, never, always, every, etc.)
- polarization
- avoid acronyms
- avoid jargon
97
the use of polarization promotes...
- thinking in terms of dichotomies or false choices
98
self awareness facilitates...
- good communication when speakers and listeners have insight into their own attitudes, beliefs, values, and goals
99
what acronym represents how to display active listening
LAFF dont CRY
100
what is included in the "LAFF" portion of "LAFF dont CRY"
Listen, empathize, communicate respect
Ask questions and permission to take notes
Focus on the issues
Find the first step
101
what is included in the "CRY" aspect of "LAFF dont CRY"
dont...
Criticize or blame people who aren't present
React hastily and promise something
Yak on about personal experiences and shift attention away from the problem
102
interprofessional communication occurs when...
- HCP/students communicate with each other, pts, and their families, and with the community as a whole, in an open, collaborative, and responsible manner
103
what is essential for IP communication? why?
- an enviro of mutual respect
- respect helps facilitate a positive enviro in which to set shared goals, create collaborative plans, make decisions, and share responsibilities
104
how can we incorporate the perspectives of marginalized and underserved populations into our team's communication?
- working w and listening to pts
105
each member of the IP team facilitates good IP communication by... (4)
- transparent, honest interactions w active listening
- coming to a common understanding regarding care decisions
- effective use of info and communication technology
- consider whether negotiation, consultation, interaction, discussion, or debate is best
106
what is the reason for a consult? referall?
- consult = ask for advise to help within your scope
- referall is beyond my scope
107
what are 3 distinct dimensions to be aware of when communicating in healthcare
- relationship to oneself (own professional identity, values, beliefs)
- relationship to pt (patterns of communication, boundaries, conflict of interest)
- relationship to IP team (challenge of contributing own views, voice, perspectives, expressing concerns)
108
describe: interprofessional narrative community of practice
- where pt's story is co-authored thru the lens of each profession's education, background, and socialization
- in this way, each profession's own sense of identity and uniqueness is sharpened and the team together creates a complete pic of the pt
109
what are benefits of effective communication (8)
- pt may disclose more info
- enhances pt satisfaction
- build rapport
- pt more involved in decision making
- leads to more accurate diagnosis
- leads to more realistic expectations
- better pt adherence to treatment
- pt more open to seeking further care
110
what are characteristics of the communication strategy "critical language"
- strategy to get attention from other team members & flag concern
- ensures critical info is communicated each time a pt is discussed (ex. using ISBAR)
111
what are characteristics of the communication strategy "critical language"
- strategy to get attention from other team members or flag concern
- ensures critical info is communicated each time a pt is discussed ex. SBAR
112
what are characteristics of the communication strategy "common language"
- agree upon method of communicating critical issues or concerns
113
what are characteristics of the communication strategy "call outs"
- use in OR to confirm actions/status
114
what are characteristics of the communication strategy "briefings"
- ensures that providers have a shared mentasl model ex. ISBAR
- helps build relationships in the team
115
what are characteristics of the communication strategy "debriefings/huddles"
- used to identify what happened in a particular situation
- what could have been done better, feelings of team members
116
what are characteristics of the communication strategy "assertive language" (3)
- persistent, polite, timely, clear, and solution focused
- "two challenge rule", state concern twice,
- use "CUS"
117
describe the use of "CUS" for assertive language communication tool
Concerned Uncomfortable Safety issue
- the way to get attention by using more assertive language w each restate of your concern
ex. first say "I'm concerned bc..." if no response then, "I'm uncomfortable bc..." if no response again, then "this is unsafe bc..."
118
what are the benefits of closed loop communication (3)
- reduce error rates by removing ambiguity from instructions
- allows questions if instruction not heard clearly
- allows others in close proximity to be aware of proposed course of action
NURS 4520: IPC
flashcards
Decks in class (5)
# Cards
