Communication Methods For Health Care Managers

Directions:

As you learn more about the health care industry, you will find that it is a highly collaborative environment. All systems within health care must collaborate and communicate effectively to serve their consumers.


Review each of the following scenarios and complete the chart provided below.

Scenario 1

Dr. Tu used his index finger to call attention to a nurse. When she noticed, she pointed to herself. Dr. Tu then waved his index finger up and down. The nurse used her index finger to point to herself and then to him. Dr. Tu then waved his finger up and down again. The nurse walked over to Dr. Tu with a smile. Dr. Tu used his index finger to point at information on his iPad (EHR.) The nurse looked down and intently at the information. Dr. Tu nodded his head back and forth. She did the same. Then she went back to her work station. When she looked back, she noticed him giving her a thumbs-up.

Scenario 2

Adam said, “hey, Stacy, how’s it going?” Stacy shrugs her shoulders in response. “Ah, come on. It can’t be that bad,” cajoles Adam. “Everyone is blaming me for the medication error that caused Mrs. Simile to go into a coma,” replied Stacy. “Mistakes happen,” said Adam. “That is so trite,” said Stacy. “Hey, I’m just trying to be supportive here,” replied Adam. “Are you saying it was not a mistake, Stacy?”

Scenario 3

Tyler’s manager randomly stated in front of other staff, “Tyler, I need to talk with you about your lunch breaks. According to your time clock, you are extending your lunch time by 15 minutes on average every day. This is a direct violation of company policy. I could fire you right now, but I want to hear your side of the story just to be fair.”

Scenario

Identify if the communication method illustrated in the scenario is verbal or nonverbal, and discuss why it is considered verbal or nonverbal.

Identify if active listening is illustrated in the scenario, and explain why or why not. Discuss how it can be important in the scenario presented.

Identify whether the communication method illustrated in the scenario is supportive or defensive, and explain how it can affect the workplace.

Scenario 1

Scenario 2

Scenario 3

Save the completed worksheet as a Microsoft® Word document with your name in the file name.

Submit the file to your facilitator.

Submitted by: [Type your name here.]

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