Palestine Polytechnic University

Nursing Program
Leadership and Quality Management in
Nursing, Theory - 22084

Organizational
Communication

Dr. Yousef Jaradat, Spring 2023- 2024

Communication in nursing is one of the
most important aspects of the care
profession because nurses work on the
front lines, provide care to pts, liaise with
personal representatives &members of
care team. To perform their roles
effectively, they must speak with pts,
family members, doctors, specialists, and
support staff. The ability to communicate
effectively is essential.
 Objectives
By the end of this session the participants will be able to:

 Explain the difference between passive, assertive and aggressive

communication

 Analyze the flow of communication within the organization

 Discuss ways to establish positive communication with coworkers and

management

 Use various methods to overcome organizational communication barriers

 Discuss the effect of information technology on organizational achievements

 Individual Communication styles

 Passive

 Aggressive

 Assertive
 Exercise

 First group: Describe the characteristics of Passive

communication style.

 Second group: Describe the characteristics of Aggressive

communication style.

 Third group: Describe the characteristics of Assertive

communication style.
 Characteristics of passive style
 The passive style of communication is characterized by:

 Lack of eye contact

 Unclear use of language

 No clear expression of emotions

 No description of desired outcome

 Potential for change is limited because the other person will not know

that there is a problem.

 An aggressive style of communication is
characterized by:

 Intimidating body language

 Invasion of personal space

 Loud, threatening voice

 Insulting and threatening language

 Overwhelming emotion that clouds the intended message

 Sarcasm and belittling comments

 The potential to influence change is limited

 Any change achieved is likely to be under threat and therefore short-term.

 An assertive style of communication is
characterized by:
 Giving eye contact, respecting personal space

 Communicating emotion but with a calm voice

 Using clear language

 Clearly stating the desired outcome

 Giving the other person opportunities to share feelings and opinions in open

negotiation

 The potential for change is high because there is clarity about both the issue and

the desired outcome, with space for the other person’s voice to be heard.
Which of the following statements do you think could be made about
an assertive communication style? Select true or false for each of the
following statements.

A. Guarantees you will achieve your outcomes

B. Improves the chances of getting what you want

C. Often leads you to being frustrated due to unexpressed

options

D. Can be misused

E. Is the only style you should use

 Limitations of assertiveness
A. False. Assertive communication is not a guarantee that you will achieve your outcomes,

although it does increase your chances of doing so.

B. True. As a worst-case scenario, the other person will be clear about what you want and will

have been presented with some evidence. This will encourage them to present evidence of their

own which can form a basis for mature discussion.

C. False. Being assertive relieves you of carrying unexpressed opinions and feelings which can

lead to aggressive outbursts of frustration and a loss of rapport. This keeps the channels of

communication open.

D. True. There are ethical limitations on the overuse of assertive communication.

E. False. You should pick the communication style most suited to the situation.
The nature of communication in organizations
 Communication Channel richness.
The capacity of a communication channel to
convey information effectively.
 Richest channels —face-to-face communication.
 Moderately rich channels —telephone,
electronic chat rooms, E-mail, written memos, and
letters.
 Leanest channels —posted notices and bulletins.
 Effective and efficient communication.
 Effective communication.
 The accuracy of communication.
 Efficient communication.
 The cost of communication.
 Effectiveness does not guarantee ‫تضمن‬
efficiency or vice versa.
 Feedback and communication.

Feedback:

The process through which the receiver communicates with

the sender by returning another message.
 Giving feedback often is associated with one or more
persons communicating an evaluation of what another
person has said or done.
 360-degree feedback.
 Guidelines for effective constructive feedback.

 Give feedback directly and in a spirit of mutual trust.

 Be specific, not general; use clear examples.
 Give feedback when the receiver is most ready to
accept it.
 Be accurate; check validity with others.
 Focus on things that the receiver can control.
 Limit how much feedback the receiver gets at one time.
Methods of Communications in
Organizations
Small Group communications Networks
Small Group Communications Networks [continued]
 Communication channels in organizations.

 Formal channels.
 Follow the chain of command established by an
organization’s hierarchy of authority.
 Informal channels.
 Do not follow an organization’s hierarchy of authority.
 The grapevine is an informal channel through which
rumors and unofficial information pass.
Communication in organizations
 Tools and Techniques for Improving
Communication

 LEARN MODEL
L- Listen empathetically and try to understand the
individual perception of the problem
E- Explain your perceptions of the problem
A- Acknowledge and discuss the differences and
similarities
R- Recommend treatment/service/next steps
N- Negotiate agreement
 Tools and Techniques for Improving
Communication
 Plain language!!!
 Evidence indicates that all persons prefer easy-
to-read materials to more complex or
comprehensive materials.
 Focus on instructions for key behaviors that the
person must put into action
 Create materials easy to understand
 Bullets and clear illustrations
 Improving Communication Skills
 Listening skills
 Passive listening
 Active listening

 Improve listening skills  Improve listening skills

 Prepare to listen  Provide feedback
 Relax and listen attentively  Listen for content.
 Maintain eye contact  Listen for feelings.
 Maintain personal space  Respond to feelings.
 Think before you respond  Note all cues.
Communication Problems in Organizations
 Barriers to effective communication

 Physical distractions.
 Any aspect of the physical setting in which
communication takes place.
 Can interfere with communication effectiveness.
 Barriers to effective communication

 Semantic problems.
 Involves a poor choice or use of words.
 Use the principle “Keep it short and simple.” of
communication.
 Barriers to effective communication

 Mixed messages.
 Occur when a person’s words communicate one
thing while actions or body language communicates
another.
 Nonverbal add important insights in face-to-face
meetings.
 Barriers to effective communication

 Absence of feedback.
 One-way communication flows from sender to receiver
only, with no direct and immediate feedback.
 Two-way communication goes from sender to receiver
and back again.
 Two-way communication is more effective than one-
way communication.
 Barriers to effective communication

 Status effects.
 Status differences create potential communication
barriers between persons of higher and lower ranks.
 Management by wandering around (MBWA).
• Getting out of the office to directly communicate with
others as they do their jobs.
Advances in information technologies enable
organizations to:

 Distribute information much faster.

 Make more information available.
 Allow broader and more immediate access to information.
 Encourage participation in the sharing and use of
information.
 Integrate systems and functions, and use information to
link with the environment.
 Potential disadvantages of electronic
communications.

 Technologies are impersonal.

 Nonverbal communication is removed from situation.

 Can unduly influence the emotional aspects of

communication.

 Information overload.
 Communication and social context.

 Men and women are socialized into different

communication styles.
• Women are socialized to be more sensitive to
interpersonal relationships in communication.
• Men are socialized to be competitive, aggressive, and
individualistic, which may cause communication
problems.
 References
Booth, Whicker, Wyman, Pugh, Thompson. Communication with patients,
families, and coworkers. New York: Mc Graw-Hill, 2009.

Baldwin, D, Bommer, W. & Rubin, R. Developing Management Skills. New

York: Mc Graw-Hill, 2008.

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