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CNUR 831 Nursing: Leadership Development for Nursing Practice

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Module 08 – Organizational Communication and Conflict Management Introduction Module 8 introduces two major concepts foundational to an understanding of leadership in nursing: communication and conflict management. The quote by Shein (2013) regarding “humble inquiry” is the first step toward better, more effective communication (p. 131). Topics and Learning Objectives The key concepts and key terms for this module are summarized  Personal and interprofessional communication (p. 149-150)  Conflict management (p. 353, bullets 8-12) By the end of this module you will be able to: Communication 1.Develop an awareness of personal communication strengths and areas for growth/development. 2. Apply communication theory in analyzing relationships in professional practice. 3.Discuss the effect of different communication patterns on interactions and outcomes. 4. Demonstrate professional online communication i.e. etiquette, privacy. 5. Identify strategies to support effective preceptor-preceptee relationships e.g. hopes/fears exercise. Conflict Resolution 1. Compare and contrast types of conflict. 2. Describe conflict management and negotiation strategies to manage workplace issues. Required Readings Kelly, P., & Quesnelle, H. (2016). Nursing leadership and management (3rd Canadian ed.) Toronto, ON: Nelson Education. Chapter 6, pp.131-146. Kelly, P., & Quesnelle, H. (2016). Nursing leadership and management (3rd Canadian ed.) Toronto, ON: Nelson Education. Chapter 15, pp. 345-356. Communication (Chapter 6, pp. 131-146) I Discuss the trends in Canadian society that affect communication (pp. 132-133) II III

Examine the elements in the communication process (Figure 6-1, p. 133)  Why is it important to effectively communicate and coordinate transition in care? Compare and contrast the three channels of communication (pp. 133-134)  Visual  Auditory

CNUR 831 Nursing: Leadership Development for Nursing Practice

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 Kinesthetic Compare and contrast the four modes of communication (pp. 134-136)  Verbal  Nonverbal  Electronic  Social media

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Discuss the three levels of communication (p. 136-138)  How are they similar and how are they different?  Provide an example for each level.  What is meant by the term “spheres of communication”?  What skills are required for each sphere?  How are these levels the same and different than “organizational communication”? (p. 138)

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Discuss in detail “communication skills” under the following headings (pp. 138140; Table 6-1, p. 139)  Attending  Responding  Clarifying  Confronting

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Examine barriers to communication under the following headings (pp. 140-143; Table 6-2, p. 143)  Linguistically appropriate services  Gender  Culture  Generational differences  Health literacy  Anger  Incongruent responses  Conflict

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Discuss workplace communication in relation to the following statement (pp. 143146. “Nurses have diverse roles and relationships in the workplace that call for different communication patterns with superiors, co-workers, subordinates, [medication reconciliation], physicians, and other health care professionals, clients, families and mentors [and prodigy]” (p. 143).

Activity #1 – Read Case Study 6-1, p. 149.  Referencing the material regarding communication, complete the questions related to the case study.

CNUR 831 Nursing: Leadership Development for Nursing Practice IX

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Complete the review questions #1 to #5 (p. 150). Be sure to check your answers!

Conflict Management (Chapter 15, pp. 345-356) I

What is meant by the term “conflict”? (p. 345)

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Discuss conflict under the following headings: (pp. 345-346)  Sources (Table 15-5, p. 346)  Types

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Discuss the stages of the conflict process (pp. 346-347)  Provide an example to help you remember each stage.

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Examine the disadvantages and advantages of conflict resolution techniques (pp. 347-349; Table 15-6, p. 348)

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What are strategies to facilitate conflict resolution? (p. 349)

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Compare and contrast the roles of a leaders and a manager in the conflict management process (pp. 349-351)

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At what point/level would a manager/leader apply conflict management strategies? (pp. 351-352; Figure 15-4, p.351)

Activity #2 – Read Activity #2 in the course text (p. 354). Complete the questions that are asked. VIII

Complete the review questions #1 to #3 (p. 353). Be sure to check your answers!...