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Get positive attention. Avoid factors that interfere with effective listening. Informing the person that the instructions will be given is one simple way to try to get positive attention. Highlighting the background, giving a justification, or indicating the importance of the instructions also may be appropriate. Place Your Order Here!

Know the context of the instruction. Be certain you know exactly what you want done, by whom, within what time frame, and what steps should be followed to do it. Be clear in your own mind what information a person needs to carry out your instruction, what the outcome will be if the instruction is

Recommendations for Gender-Neutral Communication Men may need to Women may need to Listen to objections and suggestions State your message clearly and concisely Listen without feeling responsible Solve problems without personalizing them Suspend judgment until information is in Say what you want without hinting Explain your reasons Eliminate unsure words (“sort of”) and nonwords (“truly”)

Differences in Organizational Culture Differences in Organizational Culture As discussed in Chapter 2, the customs, norms, and expectations within an organization are powerful forces that shape behavior. Focusing on relevant issues regarding the organizational culture can identify failures in communication. Poor communication is a frequent source of job dissatisfaction as well as a powerful determinant

LEARNING KEY SKILLS IN NURSING MANAGEMENT and decision making. Independent Generation X members are just the opposite and want decisions made without unnecessary discussion. Collegial millennials (Generation Y) expect immediate feedback to their messages. E-mail, text, or voice mail is the best way to connect with them. Mutual respect and understanding of the unique differences

Gender Differences in Communication Men tend to Women tend to Interrupt more frequently Wait to be noticed Talk more, longer, louder, and faster Use qualifiers (prefacing and tagging) Disagree more Use questions in place of statements Focus on the issue more than the person Relate personal experiences Boast about accomplishments Promote consensus Use banter to

Effects of Differences in Communication Gender Differences in Communication Men and women communicate differently (Feldhahn, 2009; Tannen, 2001). They have become socialized through communication patterns that reflect their societal roles. Men tend to talk more, longer, and faster, whereas women are more descriptive, attentive, and perceptive. Women tend to use tag questions (e.g., “I can

COMMUNICATING EFFECTIVELY 121 Defensiveness Survival required that we learned to hear danger approaching, but today humans have translated defense mechanisms into a way to avoid hearing bad news. Then, we think, we don’t have to deal with it. The opposite is true, however. Only when we can hear and consider information can we handle it.

LEARNING KEY SKILLS IN NURSING MANAGEMENT E-mail is particularly fraught with opportunities for misunderstanding. From the greeting (e.g., dear, hi, hello, or no salutation) to the sign-off (e.g., warm regards, best wishes, best, or no sign-off), the sender conveys more than the choice of words. A speedy reply is expected and en- courages a response,

Bureau of Standards Washington, D.C. Gentlemen: I have your letter of last week and am mightily glad you agree with me on the use of hydrochloric acid. Sincerely, Tom Brown, Plumber Mr. Tom Brown, Plumber Yourtown, U.S.A. Dear Mr. Brown: We wish to inform you we have your letter of last week and advise that