Part I: Communication issues within the organization: Negative attitude of Staff (Case 1)

Communication issues such as negative attitudes of staff in an organization have emerged as a negative issue in the workplace culture.  A breakdown or failure in the communication process is ineffective communication. It is not inevitable that communication will be ineffective. In order to communicate effectively, one must practise active listening, avoid emotional communication, create safe communication spaces, and establish communication rules. Workplace-associated communication problems can significantly affect employees’ overall productivity and morale. Understanding the underlying causes of these problems is essential for managers in order to successfully address them. Different manifestations of attitude problems include negativity, a lack of desire, resistance to change, and confrontations with coworkers. These problems may be caused by internal reasons, external stress at work, or a combination of both (Griffin et al., 2020).

Some of the factors associated with negative issues are cultural diversity, distance, ignorance and biasness towards workcultutre. People with different racial and ethnic backgrounds have different ways of seeing the world and different views on how to treat their bodies. For instance, communication with healthcare practitioners is impacted by negative impact at the workplace and distinctions. Nurses work to close gaps in cultural comprehension along with negative outcomes of communication barrier that would have led to incorrect diagnosis leading to medication error. This leads failure of health management of the patients.   In order to provide high-quality patient care, avoiding negative attitude and conflicts are required (Tuohy, 2019).

Patients frequently suffer poor outcomes as a result of workplace strife. Negative attitudes at work and unsolved confrontations at health care professional meetings can have a range of consequences for patient care. First, bad communication between caretakers and patients can lead to inaccurate diagnoses or treatment delays. Inadequate communication can also lead to a breakdown in the doctor-patient relationship as well as medication errors (Tuohy, 2019). For instance, Poor communication is frequently to blame for misdiagnoses as well as other medical mistakes that cause unnecessary health problems and fatalities. Communication issues can cause pauses in care, dangers to patient safety, waste of resources, as well as financial loss. Furthermore, an ineffective workstyle as a result of disagreements might damage patient experiences by lowering adherence to clinical recommendations, patient safety protocols, and medical guidance. If they are not appropriately conveyed to, patients could feel unsatisfied, apprehensive, worried, or disappointed (Dieterich and Demirci, 2020).

The capacity to train participants in a medically decontextualized, emotionally secure, playful, and relaxed learning setting fosters the development of adaptability, spontaneity, and active listening because healthcare communication and theatre share many parallels. It is important to note the impact on teamwork, communication, and trust. Participants in medical improvement show a self-assessed improvement in their capacity to accept and incorporate feedback, read and recognise emotions, gauge emotional content in their affect, affirm other members’ contributions, recognise limitations and be willing to seek help, adapt to change, maintain professional composure in stressful situations, and establish “rapport” as significant (Guttman et al., 2021).

Case 9: Communication issues with patients

A dynamic, complicated process which is intimately correlated to the setting with one person’s experiences are shared, communication is a multidimensional, multifactorial phenomenon. For nurses to deliver high-quality care that promotes patients’ health and satisfaction, effective communication is essential. Good communication skills amongst medical staff can lessen anxiety, guilt, discomfort, other disease symptoms, all of which are necessary for optimal healthcare delivery (Norouzinia et al., 2015).

5 to 10% of people have communication problems in general, while over 15% of hospital admissions have communication problems. Patients of all ages commonly have complex communication demands during their hospital stay, which include those related to movement, perception of stimuli, and cognition. Being hospitalised is frequently stressful and unpleasant for individuals and their families (Tay et al., 2012).

There were factors of the environment, patient, nurses, that affected efficient nurse-patient communication. Although there are common elements influencing communication in various practise situations, this study suggests that a multicultural population like Singapore provides unique obstacles in the oncology inpatient setting. Significant communication hurdles exist between patients who cannot speak English and nurses who were trained abroad. The uneasiness that nurses feel while talking about delicate subjects is also exacerbated by cultural taboos (Dieterich and Demirci, 2020).

Because patients regard interactions with nurses as critical to their treatment, all aspects of care and nursing must be discussed with patients. Furthermore, by engaging with patients, nurses can learn about their needs and deliver high-quality medical care.

An investigation of the viability of using mobile technologies for communication in hospitals may assist the design of environmentally responsible hospital communication apps, as well as hospital policies and procedures governing the use of mobile technology for nurse-patient contact. Nurses, who are the primary communication partners of all hospital patients, may provide insight into the potential use of mobile communication technology in hospitals, as well as any impediments or facilitators to successful use to improve patient communication. The goal of this study was to determine the viability of nurses using mobile communication technologies to support patients who have communication issues by examining nurses’ opinions and experiences regarding barriers to and facilitators of using these technologies on the hospital ward to support patient communication (Sharpe and Hemsley, 2016).

As nurses have expressed a positive attitude towards these technologies, the adoption of mobile communication technologies in the treatment of patients with communication impairments may be more feasible if they have greater access to them, as well as training, demonstration, and policies governing their use. Hospital wards must be given access to and taught in the use of mobile communication technologies in order to make the best and safest use of the numerous functions of mobile technologies, such as multimedia and social media functions (Baylor et al., 2019).

Reflection

What Was Previously Unknown to Self and Has Since Been Discovered:

Improved Capability to Actively Listen: Active listening does not always imply extensive meetings dedicated to hearing grievances, whether personal or not. It is merely a way of communication issues that arise from the ordinary, day-to-day tasks of any job. I, prior to beginning this class, I was less aware of my capacity to engage in active listening. I began. To see the benefits of active listening as I interacted with and applied the course material in a number of settings. I realised that, in addition to hearing what is said, interpreting emotions, nonverbal cues, and the underlying message are all crucial components of active listening. I’ve realised that attentively listening to others allows me to form stronger connections and demonstrate more empathy.

I have also analysed that for people to be happy and content, their health is essential. A person’s ability to fulfil their dreams and aspirations, as well as the accomplishment of many societal objectives, depend considerably on their health.

Role of communication in healthcare practices: I knew very little about the degree of cultural competence in healthcare communication prior to completing this course. As I learnt more about the subject, I realised how important it is to consider people’s cultural backgrounds, attitudes, and beliefs when conversing with them. Because of this realisation, my capacity to recognise and value different cultural perspectives has improved, and I now make it a point to communicate in an inclusive and culturally sensitive manner. I learnt and cleared my concept that the success of communication is dependent on the type of relationship created between the two couples, and the style of relationship, in turn, is dependent on each partner’s personality. The option to choose their course of action allows doctors to choose personality traits that benefit both the patient and the practitioner

Recognising My Nonverbal Communication: This course also made me more aware of my nonverbal communication. I had no concept how my tone of voice, body language, and facial expressions may alter the meaning I was intending to convey. One key thing I learned was that these signs might sometimes reveal accidental attitudes or feelings. Understanding this feature has allowed me to better my nonverbal communication and make it more consistent with what I say.

Group-Based Role Play Assessment: During the group-based role-play assessment, I was able to discover several strengths and weaknesses in my communication style.

Limitations:

Overanalyzing: I observed that I was periodically overanalysing my responses, which resulted in sporadic hesitations. I realised that this would inhibit communication and that I needed to work on minimising my proclivity to overthink under pressure.

Assertiveness: I realised that I could have been more assertive in certain situations, such as when delivering important information or attending to the patient’s worries. Finding the perfect balance of assertiveness and empathy requires effort.

Receptivity to Feedback: During the role-play assessment, I was also made aware of the importance of feedback and how difficult it may be to receive constructive criticism at times. To advance my personal growth, I must address this aspect of my communication style.

References

Al-Qarni, A. A., Alsharqi, O. Z., Qalai, D. A., & Kadi, N. (2013). The impact of marketing mix strategy on hospitals performance measured by patient satisfaction: an empirical investigation on Jeddah private sector hospital senior managers perspective. International Journal of Marketing Studies, 5(6), 210. Baylor, C., Burns, M., McDonough, K., Mach, H., & Yorkston, K. (2019). Teaching Medical Students Skills for Effective Communication With Patients Who Have Communication Disorders. American journal of speech-language pathology, 28(1), 155–164.

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