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Module 8: Leadership and Communication

Module 8.2: Strategies to Facilitate the

Strategies to Facilitate Communication
One of the biggest challenges managers face is communication. And
yet, communication is also one of the most critical aspects of leadership.
Without good communication, managers can fail to gain commitment
from employees, fail to achieve business goals and fail to develop
rapport with the people on their team. In short, they can fail as leaders
no matter how good their intentions may be.
Front-line employees simply dont need the same level of
communication skills as leaders do. But when employees rise to
leadership positions, they must learn to connect with a greater number
of people more effectively to get the job done. Leaders and Managers can
enhance their communication skills with commitment and practice
using a few key strategies that will help determine what, when and how
to communicate effectively.
Strategies to Facilitate Communication
Essential Skills to Facilitate Communication
Active listening Summarizing
Clarifying Suggesting
Comforting Therapeutic silence
Focusing Open-ended statements and
Genuineness questions
Important Skills for Nurse Leaders
Active Listening:
Process of actively decoding and interpreting verbal messages.
Requires cognitive attention and information processing.
Appreciative: Listens for pleasure, entertainment, or inspiration.
Empathetic: Interprets messages by focusing on emotions and body
Important Skills for Nurse Leaders
Comprehensive: Organizes specific thoughts and actions and
integrates this information by focusing on relationships among ideas
Genuineness: Genuineness means that the nurse is an open, honest,
sincere person who is actively involved in the relationship..
Communication Among Health Professionals
Communication is an important aspect within and between the various
health professions and their practitioners, but especially between the
nurse and the physician as well as between the nurse and client.
Nurses and Physicians: There are no available guidelines for verbal
communication between doctors and nurses. As a consequence, this has
contributed or resulted in many medications errors. Nurses prefer to
focusing their communication more on the narrative and descriptive
Communicating with Health Care Team
Providing care is a team effort.
Effective communication is necessary.
May take several forms:
Oral Communication
All members must communicate orally
Nurse-Nursing assistant
Nurse-Other Health Professionals
Group communication, Telephone
Written Communication
Most relates to the clients chart.
All aspects of care recorded on chart.
Requisitions to other departments for diagnostic tests and therapies and
the results are written.
Interdepartmental memos are necessary to keep the unit functioning
Electronic Communication
Computers are widely used in many areas of health care.
Slowly entering direct care areas.
It is important for all health care workers to have some knowledge about
How to Improve Existing Level of Communication?
Improve language.
Improve pronunciation.
Work on voice modulation.
Work on body language.
Read more
Listen more
Avoid reading or watching or listening unwanted literature, gossip, media
presentation etc.
Interact with qualitative people.
Improve On You Topic Of Discussion,
Think and speak.
Do not speak too fast.
Use simple vocabulary.
Do not speak only to impress someone.
Look Presentable And Confident.
Essentials of Communication - Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood
accurately or not
In case of an interruption, always do a little recap of what has been
already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp others point of
Repeat what the speaker has said to check whether you have understood
Essentials of Communication - Donts
Do not instantly react and mutter something in anger.
Do not use technical terms and terminologies not understood by
majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you wont be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract the
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
Addressing Issues by Nurse Leaders
The Cleveland Clinic uses the acronym H.E.A.R.T. to describe how
Nurse Leaders are expected to respond to patient and family complaints
and/or concerns to facilitate their issued through good communication
Hear the Story
Respond to the problem
Thank them
Benefits to Good Communication
Communication takes effort. But it is effort well-spent given the benefits
- a more pleasant, more productive work setting in which everyone feels
valued, ideas are shared openly and relationships are characterized by
When you practice good communication, notice the effect. The results
that come from communicating wisely will be the proof that
communication really is the key to good management.
Success for YOU
In the new global and diverse workplace requires excellent
communication skills!
Good communication facilitates development of mutual trust and shared
mental models, enabling teams to quickly adapt to changing situations.
Communication is especially important as the environment becomes more
complex (e.g., emergency situations) - it distributes needed information to
other team members and facilitates the continual updating of the teams
shared mental model and its engagement in other team activity.
Kumkum Bhardwaj, Professional Communication, I K International
Publishing House Pvt. Ltd,Newdelhi.
Tyagi Kavita and Misra Padma, Professional Communication, PHI
Matthew McKay, Messages: The Communication Skills Book, Atlantic
Publishers and Distributor,Newyork
Hillix, W. A. , D. M. Rumbaugh, and A. Hillix. (2004). Animal Bodies,
Human Minds: Ape, Dolphin, and Parrot Language Skills. Plenum.