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29 Cards in this Set
- Front
- Back
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Aggression |
Exertion of power over others through intimidation, sarcasm, or bullying |
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Assertiveness |
Communicating one's personal and professional needs to others; protecting one's own rights while respecting others |
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Body language |
Communication through facial expression, posture, and gestures. |
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Groupthink |
Sociology & group behavior theory, the conforming of a group to one way of thinking and behaving |
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Norms |
Behaviors that are accepted as part of the environment & culture |
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Lateral Abuse |
Verbal abuse or sabotage of people of equal job or professional ranking |
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Verbal Abuse |
Deliberate attempts to devalue, intimidate, bully, or embarrass another person using loud, vulgar sexualized, or intimidating language |
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Feedback |
Response to a message; component of effective communication |
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Focusing on the situation at hand, not allowing your thoughts to wander |
Active listening |
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Requires active participation |
Active listening |
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"I want to report that Dr. X broke another pair of scissors because they weren't sharp enough." |
Assertiveness |
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Is non-judgemental |
Respect |
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"Dr. X's favorite elevators aren't on the orthocart and they weren't with the other instruments. Would you mind calling upstairs? I need to scrub" |
Clarity |
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Message is delivered without ambiguity or unnecessary information |
Clarity |
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This used to ensure that the message was communicated correctly |
Feedback |
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One person may perceive an unemotional patient as a "stoic", and strong, brave person facing illness. Another may see the same as extremely anxious and fearful, speechless... |
Perceptions |
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How we perceive a problem, situation, or action sometimes depends on our social and cultural background as much as our knowledge |
Social and Cultural influences |
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Is an effective communication stopper |
Bias |
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How we feel at the time of communication |
Emotions |
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Receiver does not have sufficient knowledge to understand exactly what the sender is trying to communicate |
Lack of understanding |
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Hearing is a particular problem in the operating room |
Environmental bearriers |
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To be successful in sending & receiving information, a person must want to communicate |
Lack of a desire to communicate |
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Most important aspect of team relationship (Model for team relationship) |
Transition |
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Verbal abuse sometimes is built into the operating room |
Culture |
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Purposeful touching of another person to convey empathy, care, and tenderness |
Therapeutic Touch |
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Two most important components of patient care |
Communication & Teamwork |
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Ability to communicate effectively with other people of different culture & subcultures |
Cultural Competence |
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How do you cope with Verbal Abuse? |
- Remain Calm - Remind yourself: I have a right to confront this person I have a right not to take abuse The is no acceptable excuse for behavior - Make an assertive statement - "Side step" the behavior - Do not be aggressive - Standup for coworkers |
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Characteristics of Good Teamwork |
Yielding, Change, Politeness, Collaboration |
