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Leadership Ch. 18-23

Non-Verbal Communication:

Why is non-verbal communication given more credence than verbal communication when the two

are incongruous?

Because it indicates the emotional component of the message

Verbal Communication:Is assertive communication rude? How is it di!erent than aggressive communication? Is it

unfeminine?

What is passive aggressive communication? Give an example.

E!ective Communication:

What can you say to someone to foster e!ective communication if you need to correct them?

A nurse is abrupt with a pt

A CNA has i llegible handwriting

A pt wants a specific nurse assigned to him

A nurse is not doing adequate hand hygiene

A nurse is clocking out late but did not have to stay late to work

SBAR

S: state what it is you want discuss about the pt

Briefly describe the situation

Give a succinct overview

B: describe the hx of the pts issue

Briefly state pertinent hx

What got us to this point?

A: summarize what your assessment of the problem is

Summarize the facts

What do you think is going on

R: identify your recommendations

What are you asking for?What needs to happen next?

Delegation:

Pg 467-481

What is delegation?

Assigning nursing tasks to another

To whom would you delegate a task?

UAP, family member, another nurse

Why would you delegate?

Understa!ed, care needs continue at home, to allow another nurse to have a new experience,

your expertise is needed with a higher-acuity pt

Can you delegate to someone if they are better suited to a task than you?YES

Delegation Errors:

Over delegating: Dont give someone a task just bc you are not as good at a task as another

person

Under delegating: Dont be afraid to challenge someone who has the skills and training to do a

task. Dont be tempted to do the task yourself bc you can do it faster or better.

Improper delegating: Remember not to exceed anyones scope of practice. Also, monitor,

evaluate, and intervene throughout the course of the shift to make sure that the delegatees are

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able to complete their work.

Conflict Resolution:

Goal + Complication = Conflict

Conflict is necessary to achieve growth. Collaboration is how coworkers allow for goals to be met,

and the most parties to win. Collaborating means putting aside your own values or goals and

working toward a common goal.

Give definitions and examples of each:Interpersonal conflict

Interpersonal conflict

Intergroup conflict

Conflict Management:

Conflict can never be completely eradicated, but some outcomes can be better managed than

others. Give definitions and examples of each:

Compromising

Competing

Cooperating/accommodating

Smoothing

AvoidingCollaboration

Pg 495-497

Collective Bargaining Terms to Know:

Arbitration: A method of settling a labor-management dispute by having an impartial third party

hold a formal hearing, take testimony and render a final and binding decision.

Closed shop: A contract provision requiring employees to be union members before they are

hired.

Collective bargaining: Relations between employers and the union

Grievance: A formal complaint filed by the union alleging a violation of the parties collective

bargaining agreement

NLRA:

The national Labor Relations Act forbids employers from interfering with, restraining, or coercing

employees in the exercise of rights relating to organizing, forming, joining or assisting a labor

organization for collective bargaining purposes.

Similarly, labor organizations may not restrain or coerce employees in the exercise of these rights.

Nurses are targets for unionization. You can tell that a union is trying to organize nurses if you get

a card o!ering for you to sign up for information about the union. The union only needs 30%of

employees to sign this interest card for them to be able to demand an election for a union.

Labor Standards:

A manager must know what the minimum wage is, and the maximum number of hours an

employee may legally work.Most nurses are hourly employees, and therefore receive overtime if they work more than the

hours mandated. This can go by hours per shift or hours per week, depending on the facility.

If an employee is mandated to do something, that is counted as worked hours.

Managing a Union Unit:

Managers are required to know and understand legislation that applies to their facility, such as

equal opportunity employment, civil rights, sexual harassment, Americans with Disabilities, OSHA,

etc. Working with a union adds the need to understand labor relations laws.

Problems with sta!must be addressed through union representatives. Problems must be brought

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to upper-level management so that there can be a joint resolution.

Your first duty is to your pts