Category: Communication Skills

In today’s world, public speaking is becoming a necessity, especially in the educational and professional spheres. However, if you ask people, most of them will say that public speaking is their weakness and that they have a great fear of it. In my essay, I am going to consider ways to overcome this weakness.

Firstly, it is important to accept the thought that not everyone is perfect. In most cases, the fear of talking in public is the fear of making a mistake in front of an audience. However, such fear generates an even greater probability of making a mistake. The secret to overcoming this fear is simple. Re-qualify mistakes in annoying accidents from which no one is immune. Work on the ability to get out of a ridiculous situation quickly. Obviously, people will form all sorts of opinions about you, some will be delighted with what you have to say, and some might think you to be mistaken and take you as a fool. Take it philosophically: mistakes are always a great incentive for development so that they will not happen again. Put a question: ‘What is the worst thing that can happen if I make a mistake?’. You probably will not be sentenced to death.

To overcome the weakness of public speaking, it is very useful to visualize the desired result. When we are afraid to talk, we see in our mind our public failure. The colors show how we pale, blush, and stammer in the presence of people. Everyone is whistling and laughing, and we seem to be melting into the ground. It is important to give yourself a break and distract yourself from such destructive thoughts. Imagine your performance to have success. Think about success – and it will surely come. Program your consciousness for the desired result: you speak confidently, breathe freely, and words flow continuously and harmoniously.

Before giving a public speech, think over the content. Think about your report and have no worries. After all, there is something you can share, and everyone has an interest in hearing it. Speak with topics you are good at, and even if you had to read the statistics, dilute them with a speech from yourself, for instance, with a joke. The primary thing is for the topic to be interesting for you, and then people are going to feel how enthusiastic you are and appreciate your sincerity.

A key mistake is to assume that the public will certainly condemn and awaits our failure. We should have respect for the audience. I doubt that these people would come to listen, knowing in advance that the performance would be boring and disastrous. There is a beautiful saying: “You reap what you sow”. Here this principle works, as nowhere else, exactly. If you imagine that people are friendly and came to hear that you will tell entertaining things today, it will be so.

It is very crucial to leave the past experience behind. Oftentimes the fear of public talking is formed because of psychological trauma. If this fear is from childhood, a person should consult a doctor specializing in the treatment of phobias. There is no shame in it. Phobias are very common, and they can be cured in 3-4 sessions. Probably, fear and self-doubt are just a consequence of a bad experience. Remember, good speakers are made not born, and successful speakers became such because they wanted each performance to be better than the previous one.

Before giving a public speech, it is very important to have a good rest and avoid stress. Moreover, avoid stimulants.

It is also important to work on appearance, after all, as you know, a good dress is a card of invitation. Clothing should be discreet, but fashionable and neat.

Breath control is essential for successful public speaking. Anxiety can cause tension in the muscles of the chest and throat, not allowing oxygen to enter the lungs freely. This may cause the voice to creak or squeak. Deep breathing will be helpful for your voice is sounding. It is going to release one’s chest and throat from the clamp, let alone oxygenate the brain and lungs.

And finally, focusing on friendly faces. A smile and an approving look from people are going to make you feel confident; pay a lot of attention to positive listeners. It will give you extra strength and make the performance successful.

Finally, it is worth noting that experience is the best friend in overcoming weaknesses and fears. After all, if a person began to pay attention to how to make an impression on people, he/she will most likely want to become good at communication. It is important to practice more, not to be afraid to talk loudly in public places, not to be afraid of the negative reaction of others, and to become an experienced talker by practicing your experience at work and home. Such an approach will undoubtedly lead anyone who has a weakness in public speaking to the path of fearlessness, and it will be replaced by a desire to make good public speeches.

As a future healthcare professional, Communication plays a crucial role in the personal and professional world of nursing and is a skill nurses must develop. Ineffective versus effective healthcare provider communication styles can completely change a patient’s healthcare experience. having effective communication skills is an integral part of both one’s personal and professional world as a practicing nurse. Having effective communication skills is vital in a patient’s healthcare experience. Nurses have the responsibility of being able to communicate clearly and accurately every day in order to relay health information to them with interdisciplinary teams on a daily basis to relay patient health information (Sethi & Rani, 2017). In this reflective synthesis, I will share personal reflections that overviews demonstrate the importance of effective communication skills as I transition in my professional role and how having effective communication skills have impacted my personal and educational life experiences and as a learner from a student nurse to a graduate nurse. In my professional reflection, Moreover, I will describe clinical experiences that showcase show how I have grown with my developed effective strong communication skills and explore evidence-based strategies I implemented. to do so. As well, I will reflect on how having effective communication skills will impact my future nursing practice.

Personal Reflection on Communication Skills

Having effective communication skills is an essential tool that is important for me as I transition from a supervised nursing student into an independent practitioner as a graduate nurse graduate nurse. Throughout nursing school, I was taught learned about the value and importance of therapeutic communication between the nurse and patient. Effective communication can lead to positive health outcomes through more individualized and improved quality of care (Nieuwboer, et al., 2018). As well, effective communication skills are crucial for collegial interprofessional relationships. The College and Association of Registered Nurses of Alberta’s (CARNA) Practice Standards For Regulated Members states that having effective communication between fellow nursing staff and other members of the interdisciplinary healthcare team can foster a professional and therapeutic work environment that facilitates respect, mutual trust and support (CARNA, 2013). Developing my communication skills will allow me to provide better nursing care that is holistic and as well as patient and family-centered, and interact constructively with colleagues and team members. as a graduate nurse. Comment by Taneille Johnson: Pick a different word here Comment by Taneille Johnson: It’s important to mention the team members again because otherwise your reference to the nursing standards is out of place the paragraph is just about patients

Reflecting on In my nursing practice, there are a number several factors that have affected or could potentially s played a key role in affecting my nursing growth in my communication skills. communication skills growth. These factors include Some examples of these factors include: environmental challenges, items such as an unsupportive work environment, lack of time due to a high patient workload; cultural differences (cultural competency);, and staff conflict. A Constant shortage of nurses increases the patient workloads and puts added increasing stress on the nursing staff stress and me. my own stress. When caring for multiple a lot of patients, I find that there is often not enough time for me to effectively communicate and establish the patient-nurse rapport with the patient that is needed to be required for an optimal a good therapeutic relationship. Cultural aspectsCulture, including potential differences in verbal and non-verbal communication between cultures, can also be a barrier to effective communication., because with differences in spoken language, effective communication can not be readily established. As well, another challenge with effective communication is that nonverbal communication is different among various cultures and they may have different interpretations of it. Furthermore, Patients may not want to receive care from nurses who don’t speak the same language or have a different culture than them (Sethi & Rani, 2017). As well, conflict among the interdisciplinary team can also serve as a barrier to growing my communication skills. Comment by Taneille Johnson: Do you mean if the patient speaks a different language than you? Comment by Taneille Johnson: This seems thrown in at the end. Do you have an example?

My communication style has grown and changed significantly as I moved through nursing school. This journey of growth has also had a large impact on my personal life and relationships outside of my career. My journey of growth and developing effective communication skills during nursing school have both impacted me as a person and as a continuous learner. Before starting the After-Degree Nursing program at the University of Alberta, I was known for being shy and introverted. As a learner, I struggled with communicating with my peers and instructors as I found it difficult to get my thoughts across in a succinct and effective manner. convey my thoughts succinctly and effectively. Throughout During this program, I have gained more confidence in my communication abilities skills and skills in developing therapeutic relationships with my patients. I always look sought for opportunities to practice my communication, skills such as using SBAR to give reports to members of the interdisciplinary team. Developing my communication skills has impacted my personal life in that I have a better life by improving interpersonal relationships with friends and family. I am more able to clearly express my thoughts and opinions, which helps to avoid misunderstandings. and I’ve also worked on my non-in verbal communication, learning how to by using use appropriate engaged eye contact and having adopted a n more open, relaxed posture to encourage others to connect with me. During my nursing program, I have also improved my active listening skills outside of school by being a listener for helping peers and friends that would like to debrief after a challenging shift. My growth in effective communication skills growth have allowed me to improve on better-exchanging ideas with other people, and to better network and build connections with others personally and professionally. The difference in my confidence and how I feel from the start of my program to now underscores to me the importance of and has shown me the importance of using effective communication skills. to network and build connections as a learner and as well in my personal life. As I transition from a student nurse to a graduate nurse, I have demonstrated growth in my communication skills as shown by my ability to provide clear and effective communication when utilizing SBAR to communicate a patient’s health status and care to members of the interdisciplinary team. Comment by Taneille Johnson: Do you find that you had misunderstandings or conflicts with friends/ family? (ps: I love you Kels and you’re lovely).I ask because you mention how you have improved things below. Comment by Taneille Johnson: Does this sentence better fit in the paragraph below?

Professional Reflection and Strategies to Develop Communication Skills

During my journey through nursing school, I have shown growth showed growth in my communication skills through various experiences in my clinical placements. In my first clinical placement, in a hospital setting, I struggled and had difficulty with building therapeutic relationships when communicating with patients and reporting to nursing staff and members of the interdisciplinary team. The unit I was placed on was a nephrology medicine unit with acutely-ill patients and was a fast-paced, and heavy-workload environment. As it was my first nursing placement as a student nurse, I struggled with having confidence in my skills and how to appropriately communicate changes in patients’ health status using SBAR; I was unsure (knowing what is the what information was pertinent to communicate. pertinent information). Providing Patient teaching was also difficult and challenging at times when I forgot not to use used medical jargon and had difficulty finding ways to describe medication uses and/or mechanism of actions of medications in layman non-medical understandable terms.

As well, communication in nursing also involves a significant amount of writing as well as speaking. as well as speaking. When long-hand writing my nursing notes on a separate piece of paper and having my buddy nurse provide feedback, my buddy the nursing staff member mentioned that I needed to work on my documentation skills in charting chronologically, timely, clear, and concise, as well as relevant. Based on my charting, it was not clear to the oncoming staff exactly what was going happening with my patient’s care during my shift and what I was the patient’s current health status was.

Cultural and emotional challenges also arose in my clinical placements. In my mental health clinical placement, I was conducting a mental status assessment and asking a patient questions when suddenly the patient became quite distressed and, yelled at me for bringing up bad memories and then walked away and walked away from me. At that moment, I realized that I did not know how to effectively communicate in order to respond or how to cope with the patient’s reaction and difficult emotions. Another challenge arose Another example I have was during my placement on a neurology medicine unit and when I was caring care for a patient who was non-verbal patient, who did not understand English and had a different way from a different cultural background than my own. As the patient could not speak, I had difficulty providing care for him and I felt like I did not have sufficient knowledge of the patient’s culture, language, and customs to communicate clearly. and avoid personal biases.

While my initial placements were challenging in their own way, I found that my communication skills improved with each subsequent clinical rotation due to experience and researching strategies to improve these skills. From each clinical experience I’ve had during my nursing program, I have continued to grow and progress in my communication skills. For example, During my internal medicine placement, I had a patient who went into respiratory distress and I had to utilize effective communication to give reports to members of the interdisciplinary team. By becoming more confident in using Using SBAR, I was able to effectively and appropriately communicate relevant assessment data on my patient’s changing health status and the interventions I carried out such as raising the head of the bed, encouraging deep breathing and coughing, administering O2 via nasal cannula and checking the SpO2 reading. After the patient stabilized, I was able to completely clear, concise, timely, comprehensive, and accurate documentation in the nursing notes flowsheets about everything that occurred events occurring before and during the rapid response team’s arrival to the unit. When the oncoming staff arrived, my documentation was effective in providing provided the necessary information for easy transfer of care: the new staff to know knew the patient’s health status and interventions carried out for easy transfer of care. Another example that highlights my communication skills growth in my effective communication skills is when I worked with a patient who was hard of hearing, had dysarthria, and spoke English as a second language was not his first language. By working with this patient, I was able to practice tried different forms of communication skills, especially with non-verbal communication, and communication with learning how to understand nonverbal cues of pain. and communicate while making good eye contact. I found that using good eye contact and a different form of communication adjuncts, such as a whiteboard to write short sentences that the patient could read and answer yes or no to was effective in the help the patient being able to communicate their concerns and needs. to me. Comment by Taneille Johnson: Did you find them frustrating? Any other emotions besides difficulty? Comment by Taneille Johnson: Did you know SBAR on your earlier clinical rotations?

There are a number of evidence-based strategies I implemented to further develop my communication skills. These strategies include, such as utilizing reflection and feedback, practicing using SBAR when communicating with interdisciplinary teams, and striving to be more culturally competent. In this reflective synthesis, I will describe these three strategies in more detail.

Utilizing Reflection and Feedback Each clinical day, I made it a habit to reflect on my nursing practice and seek feedback on how well I communicated during my nurse-patient and nurse interactions as well as with the interdisciplinary team interactions. Reflection along with and feedback allows me to identify the areas of communication I struggle in that I need to improve in, learn from my mistakes, and helps me gain self-knowledge and insight into how I can improve. my communication skills. For example, I used these techniques to learn from my patient education encounters. Of there were times when my patient patients didn’t fully have trouble understanding my patient education when talking about diabetes care and how to administer insulin. By reflecting on that interaction, I realized I need to be more careful in the words I choose such as avoiding ambiguous words or medical jargon. From feedback from My preceptor gave me feedback that, I need to also make sure I verify the patient’s understanding of my teaching by using strategies such as the teach-back method. Self-reflecting on communication skills has also been shown to be important in a medical resident’s practice for resident physicians. Research shows that physicians who reflect on their communication skills better help bring clarity in identifying how the physician both y listens to and responds to their patients. As well, the literature described how through reflection, physicians were able to recognize how having effective communication supports patients with treatment options and creates a therapeutic relationship of trust, rapport, and empathy leading to better patient outcomes (Duggan, Vicini, Allen, & Shaughnessy, 2015).

Improving Clinical Communication by Using SBAR SBAR is another strategy I make sure to implement each day daily into my nursing practice to help develop my communication skills is SBARskills.. Using SBAR to develop effective communication skills goes in hand with the is consistent with the Canadian Nurses Association’s (CNA) position statement on interprofessional collaboration. This position statement highlights the importance of having effective communication skills to share information and for decision-making amongst the interprofessional team (CNA, 2019). SBAR is a tool that allows me to clarify tool that outlines what assessment information should be communicated between members of the interdisciplinary team. When using SBAR to communicate a patient’s change in health status, this tool ensures that I am communicating health information that is concise, focused, and non-repetitive. As well, when giving reports to oncoming staff, using SBAR helps to prevent miscommunication and misunderstanding from a lack of essential health information, which can cause a breakdown in continuity of care and compromise patient safety (Uhm, Ko, & Kim, 2019).

Cultural Competence Cross-cultural communication is imperative in nursing. profession and being able to communicate in different forms and have an understanding of different cultures is important for a new graduate nurse. Cultural competency can be measured in terms of knowledge of different cultures, beliefs and attitudes, and skills, including communication (Polacek & Martinez, 2009). Throughout this program, I have acquired knowledge about different cultures and beliefs that have helped me provide culturally sensitive care by developing my cross-cultural communication skills. I also make sure to strive to ensure that my own beliefs do not affect my interactions with patients from different cultures. by creating personal biases. In terms of specific communication skills for effective cross-cultural communication that I use include, I use strategies such as using simple words with no medical jargon and speaking clearly. As well, I know Nonverbal communication can also be useful in conveying and receiving information. I implement techniques such as using pictures or symbols or a whiteboard to assist in communicating with the patients.

Impact on Future Practice

As I transition from the role of a student nurse to a graduate nurse, having effective communication skills will be paramount in my future nursing practice. During my first year of independent nursing practice, I know there will be a steep learning curve and constant challenges that I will face as a new graduate nurse. Some of the challenges I anticipate as a new graduate nurse are based on reading research and communicating with practicing registered nurses. These challenges include: succeeding inappropriately delegating tasks to licensed practical nurses (LPN) and healthcare aides (HCA);, prioritizing patient care; time management; clinical judgment; advocating for patients and yourself; developing, new psychomotor skills; and performing patient education (Wardrop, Coyne, & Needham, 2019).

Continuing to work to develop and improve my communication skills s, will hopefully help me to overcome the challenges I will likely face early on i inn my independent practice. Communication is an important aspect of delegating duties, and therefore, continuing to grow in my communication skills will help prevent miscommunication and unclear instructions that could lead to errors or missed patient care. I must ensure that I use two-way communication and verify that the delegate understands and accepts the delegated task. As a new graduate, I must never be afraid of asking for help and communicating with my nursing peers when I do not know the answer to something. Also, I must effectively communicate my limitations in a professional manner to my fellow colleagues and unit manager. Growth in my communication skills will also help me in providing patient education that is easy to comprehend and is culturally sensitive.

Developing effective communication skills will impact my future nursing practice and healthcare, nursing education, and how I provide patient care and work together with my future colleagues. To In order ton navigates a complex healthcare system with increasing numbers of patients who require requiring a great amount of care, I must constantly work on optimizing my effective communication skills, especially when working together with an interdisciplinary team. Establishing effective communication between nurses and patients provides more individualized care (Nieuwboer, et al., 2018). This is so that I aim to can become a leader in my patient’s care and in my profession.

In terms of patient care and nursing practice, studies have shown that establishing effective communication between nurses and patients is beneficial in that it provides more individualized care (Nieuwboer, et al., 2018). As a new graduate nurse and throughout my nursing education, taking the time I need to understand the patient’s main concerns and unique challenges will better prepare me to be an advocate for my patient’s care and be able to address any issues if they arise. By continuing to grow in my communication skills when interacting with my patients in my future practice, I hope that this will lead to better health outcomes for my patients. Furthermore, I believe that developing effective communication skills will impact how I interact with my future colleagues. I think that Having good communication between my colleagues and I will be beneficial in reducing misunderstandings and conflict by helping to build healthy work relationships where issues can be resolved collaboratively. Having clear communication will also help create a less stressful work environment and hopefully increase job satisfaction among coworkers.

Conclusion

Through my transition from a student nurse to a graduate nurse, I have shown growth in my effective communication skills, and is something I will continue to work on these skills in my future practice. Through my personal reflection, I have highlighted factors that have affected my growth in relation to my communication skills growths, how developing effective communications skills have affected me as a person and learner and discussed how I have developed confidence in accurately using SBAR to convey a patient’s health information to the interdisciplinary team. Through my professional reflection, I have provided clinical examples that have demonstrated how I have grown my communication skills and discussed three strategies that I have implemented to make this possible. In my future practice, developing effective communication skills will be important to me in a complex healthcare system by using communication to provide more individualized care to patients to improve health outcomes. As well, by developing effective communication skills, I hope I am able to work collaboratively with my future colleagues to create a positive work environment.

References

1. Canadian Nurses Association. (2019). Interprofessional collaboration [Position Statement] Ottawa: Author. Retrieved from https://www.cna-aiic.ca/-/media/cna/page-content/pdf-en/interprofessional-collaboration-ps-2019.pdf?la=en&hash=E840030B51F6AF43CAF6285363481594A01828ED
2. College and Association of Registered Nurses of Alberta. (2013). Practice standards for regulated members. Edmonton, AB: Author.
3. Canadian Nurses Association. (2019). Interprofessional collaboration [Position Statement] Ottawa: Author. Retrieved from HYPERLINK ‘https://www.cna-aiic.ca/-/media/cna/page-content/pdf-en/interprofessional-collaboration-ps-2019.pdf?la=en&hash=E840030B51F6AF43CAF6285363481594A01828ED’ h https://www.cna-aiic.ca/-/media/cna/page-content/pdf-en/interprofessional-collaboration-ps-2019.pdf?la= HYPERLINK ‘https://www.cna-aiic.ca/-/media/cna/page-content/pdf-en/interprofessional-collaboration-ps-2019.pdf?la=en&hash=E840030B51F6AF43CAF6285363481594A01828ED’ h en&hash HYPERLINK ‘https://www.cna-aiic.ca/-/media/cna/page-content/pdf-en/interprofessional-collaboration-ps-2019.pdf?la=en&hash=E840030B51F6AF43CAF6285363481594A01828ED’ h =E840030B51F6AF43CAF6285363481594A01828ED
4. Duggan, A. P., Vicini, A., Allen, L., & Shaughnessy, A. F. (2015). Learning to see beneath the surface: A qualitative analysis of family medicine residents’ reflections about communication. Journal of Health Communication, 20(12), 1441-1448. doi:10.1080/10810730.2015.1018647
5. Nieuwboer, M. S., Perry, M., Sande, R. V., Maassen, I. T., Rikkert, M. G., & Marck, M. A. (2018). Identification of influencing factors and strategies to improve communication between general practitioners and community nurses: A qualitative focus group study. Family Practice, 35(5), 619-625. doi:10.1093/fampra/cmy009
6. Polacek, G. N., & Martinez, R. (2009). Assessing cultural competence at a local hospital system in the United States. The Health Care Manager, 28(2), 98-110. doi:10.1097/hcm.0b013e3181a2cb32
7. Sethi, D., & Rani, M. K. (2017). Communication barrier in health care setting as perceived by nurses and patient. International Journal of Nursing Education, 9(4), 30. doi:10.5958/0974-9357.2017.00092.7
8. Uhm, J., Ko, Y., & Kim, S. (2019). Implementation of an SBAR communication program based on experiential learning theory in a pediatric nursing practicum: A quasi-experimental study. Nurse Education Today, 80, 78-84. doi:10.1016/j.nedt.2019.05.034
9. Wardrop, R., Coyne, E., & Needham, J. (2019). Exploring the expectations of preceptors in graduate nurse transition; a qualitative interpretative study. Nurse Education in Practice, 34, 97-103. doi:10.1016/j.nepr.2018.11.012

Initially, there are three types of communication skills: content skills, process skills, and perceptual skills. Content skills refer to the knowledge a person or healthcare professional communicates and all the information discussed. How this information is communicated, the verbal and nonverbal skills involved, and the way it’s constructed, arranged, and delivered to the receiver refers to the process skills. As for perceptual skills, they describe a person’s initial thoughts and perceptions, their intrinsic reasoning, intentions, decision-making skills, and problem-solving skills. In medicine, it relates to clinical reasoning and the beliefs and thoughts about a patient and their illness. Most people’s perception issues are due to stereotypes, distortions, or even their own biases leading to an error in judgment and reasoning.

Research domains such as linguistics, psychology, and philosophy of language attempt to understand the act of communication and its associated problems. Although humans use the same communication code, problems frequently occur since we tend to interpret information differently depending on our mental attitudes and abilities. A pivotal factor in establishing advantageous communication is choosing the language or terminology used appropriately in order to minimize misunderstandings. For instance, in medicine, it is preferable to avoid the use of medical terminology, like saying epistaxis instead of a nosebleed, when communicating with patients and their family members to prevent misunderstanding, confusion, or even anxiety in the patient. Moreover, the words communicated, signs and body language, visual elements presented, and formally written messages are also vital in communication. These aspects are termed verbal communication, non-verbal communication, visual communication, and written communication, respectively. Verbal communication is the incorporation of words to interact and share information with other people. It includes both spoken and written communication. It basically refers to the words chosen and how they’re interpreted and analyzed by people. On the other hand, non-verbal communication describes the signs, facial expressions, tone of voice, eye contact, whether lacking or in excess and body language. In a nutshell, it is communication without the use of words or language. It is just as important as verbal communication and says a lot about how one feels about a conversation or interaction. Avoiding eye contact deems a person unconfident or relatively uninterested, while crossed arms suggest defensiveness. Therefore, when a doctor communicates with a patient, it is beneficial they remain alert, maintain proper posture and just the right amount of eye contact, enough to convey interest in the patient’s concern and not mistake it for personal interest in the patient. Visual communication is the delivery of a message through the use of visual elements, such as graphs, charts, animation, and graphic design. This is particularly useful in medicine when a doctor attempts to explain a medical condition his/her patient is suffering from to allow them to comprehend their illness better and ultimately make better decisions regarding their care. Lastly, written communication is the act of dispatching messages through letters, internet websites, reports, etc. It is mainly used in formal situations, as when a junior resident writes to the chief of surgery. All of the following types of communication must be carried out favorably in order to minimize misunderstandings while communicating.

Understanding and conducting the communication cycle appropriately is the first step in obtaining effective communication skills. The communication cycle expresses how the system of conveying and understanding messages operates. It includes seven main elements, which are the sender, message, encoding, channel, receiver, decoding, and feedback. The sender initiates the conversation with an idea of a message. It could be an urgent piece of information, suggestions for future plans, or expressing feelings and emotions. He/she then decides the content of the message, the channel of transportation, and who the receiver is. They will then encode this thought in words or symbols to be decoded by the receiver. Recalling the language barrier issue is vital in this step. The language the message is expressed in should match the recipient’s knowledge. Additionally, body language also plays a role in the encoding process.

Certain behaviors, such as getting too close or keeping direct eye contact, may affect how the receiver perceives a message due to cultural differences. The channel is the means by which the message is sent, and it can also affect the end result. Different channels include face-to-face contact, telephone, e-mail, formally written letter, broadcasts, etc. Some messages are better received when delivered in person, like the passing away of a close family member or friend. Furthermore, the sender must take into consideration their skill when choosing a channel as well as the receiver’s skill in using the channel. Another aspect is the environment the communication takes place. A noisy environment or inaccurate reception may hinder understanding and cause inattention and distractions. The decoding process begins when the receiver receives the message and attempts to understand it and interpret it according to his/her own knowledge and beliefs. The message is broken down into two parts, the content, and context of the message. Content refers to the material contained within the message, such as the words or symbols used. Different terms may be interpreted differently by other people, which could possibly arise in misunderstandings. Context relates to the positioning of the communication. It can be formal or informal. A message is never fully communicated unless it’s fully understood by the receiver. However, some people may lack the effort to ask for clarification or are simply too timid to ask. Therefore, it is required to request feedback from the receiver. This helps the sender know whether or not the message is communicated effectively. The feedback stage is fundamental and includes five categories: evaluation, interpretation, support, probing, and understanding. Evaluation is judging the appropriateness and worthiness of a message. Interpretation is the rewording and phrasing of the message in an attempt to explain the message. Support is aiding and backing up of the sender. Additional inquiries about the topic and elongation of the communication process are termed ‘probing.’ Lastly, understanding is the uncovering of the true purpose and meaning of the message. The communication cycle must be followed thoroughly, and every step should be thought out meticulously to achieve a smooth and effective communication process.

It is important to reiterate that while all professions and fields of education require effective communication skills, its highest significance comes in the field of medicine. All healthcare professionals are required to attain efficacious communication skills, not just social workers and psychologists. The twenty-first century brought a shift in patient care from paternalism to autonomy, the latter stating that patients have full autonomy over their healthcare decision and treatment plan, even if it’s contrary to his/her best interest in a healthcare professional’s perspective. This resulted in hospitals encouraging history taking at the patients’ bedside rather than at the nurses’ station, as it helps ensure patients that they’re being involved in their care and encouraged to participate in the decision-making process regarding their treatment plan.

The patient must choose the course of treatment they know suits them best, and doctors must help them do so by addressing their concerns with empathy, compassion, understanding, and a non-judgmental approach. However, before the twenty-first century, medicine was ruled by a paternalistic attitude, suggesting that the doctor knows best what’s required for the patient, and the patient has no say in his/her care. Patients were not seen as people with ailments, but as symptoms that needed fixing. This was obviously a major flaw in the art of medicine, as communication is its heart. Focusing on a patient’s physical symptoms may not uncover the underlying issues they may be facing. They could have social or psychological problems that they may refrain from addressing unless they’re questioned about it. Disregarding these factors may result in the doctor prescribing treatment that isn’t appropriate to this specific patient. This leads to the patient neglecting the prescribed medication or treatment and lack of compliance with the doctor’s recommendation due to a lack of trust. Hence, it’s important to be able to connect with the patient and communicate effectively with them to gain their trust, as they will only open up if they are comfortable enough, enhancing the chances of diagnosing their ailments correctly and ensuring they comply with their medications. On top of that, when communicating with patients, it is necessary to follow up with their pace of information absorption from the doctor, as delivering a large chunk of information without being able to give feedback may result in confusion, anger, anxiety, and even depression in some patients. The patient must be given a chance to comprehend the new information and ask about any uncertainties they may have. In addition, a physician’s lack of attention towards his/her patient causes them to feel reluctant to disclose their personal information, which could be the key to discovering their illness.

Therefore, the physician must direct his/her attention solely towards the patient, encouraging them to discuss concerns they may otherwise feel uneasy discussing due to self-conscious emotions such as shame, guilt, or embarrassment. Communicating with patients allows them to predict the outcome of their care. For instance, informing them about the recovery period and level of pain following the surgery has proven to result in faster recovery time and less post-operation pain. This, in turn, improves physician-patient satisfaction, recall, understanding, and overall health outcome of the patient.

While effective communication is required by all healthcare members, its most critical role applies in medical emergency management, as it is complex and fragile. These situations require rapid and coordinated responses by medical experts. Therefore, effective communication is the key to the efficient functioning of resuscitation teams and the trauma department. According to a study, 43% of medical errors and miscalculations are caused by miscommunication or lack of communication. Resuscitation teams must follow a specific algorithm when performing cardiopulmonary resuscitation (CPR). CPR is a lifesaving technique used in emergencies, such as myocardial infarction (MI) or when rescuing a near-drowning person. Paramedics provide onsite basic life support for CPR. They perform chest compressions, artificial respiration, and, if available, use a portable defibrillator machine to restore the heart rhythm. They must work in coordination, and assigning roles for the team members help speed up and improve the process. During CPR, medicines are usually administered intravenously, adrenaline after the third shock, and amiodarone after the fourth if the pulse is still unavailable. Any miscommunication that results in inappropriate administration of these drugs could have dire consequences.

Consequently, perfect communication is crucial in these situations. When it comes to trauma cases, there are three main communication obstacles in the emergency department: the experimental parameter (process), the interpersonal parameter (physician’s engagement with patients and other physicians), and the contextual factors (time pressures). The experimental parameter discusses the issues that develop due to the rapid exchange of information of admitted patients to the emergency department regarding their condition, diagnosis, and treatment, resulting in inconsistencies in medical records. A common mistake observed in these situations is forgetting to give a prescribed medication to the patient. For instance, if a member of the medical team in the trauma room was instructed to hand pre-medication prescribed by a doctor to the staff in the operation theatre but forgot to do so due to the rush, it could result in an unnecessary delay of administration or unfortunate death. Therefore, lack of communication and the unavailability of medical records reduces the quality of healthcare. As for the interpersonal parameter, it involves the relations of physicians with patients and other physicians in the emergency department. The main objective of these interpersonal connections is to upgrade the calibre and safety of the patient’s healthcare. Physicians must be able to establish rapport and empathy when engaging with patients. These skills help build trust and develop a mutual understanding of both the physician and patient’s perspectives. Issues arise in this field when physicians fail to establish rapport and empathy with patients. While these concepts are fundamental to patient care, the emergency department’s central priority is the patient’s safety. The instinctive move is to administer treatment instead of thinking about how to empathize with the patient due to time limitations. It is challenging for emergency physicians to build relationships in a brief period of time since the workload is high, and the patient load is boundless. On top of that, they simply see no point in establishing a positive relationship, as they won’t see the patients again.

Hierarchy issues within hospitals have also proven to be a major setback in patient care. Junior doctors and nurses look up to senior doctors for diagnosis and treatment plans. However, some senior doctors may be unapproachable, leading to reluctance in junior doctors and nurses in requesting clarification about concepts they’re unsure of. Hence, to avoid a clash with their senior doctor or avoid appearing weak in front of them, they choose to neglect their uncertainties. Sometimes, some senior doctors are overconfident with their prognosis that they may miss minor details, which could be life-threatening. To illustrate, a doctor may miss a fracture or provide the same medication, regardless of whether or not it alleviates the patient’s symptoms, simply because they’re too confident with their decision and refuse to be told otherwise. This is why it’s always necessary for juniors to be able to consult their seniors with any doubts. Last but not least, contextual factors bring up the issues of time pressures and patient-doctor ratios. Patients arriving in the emergency department tend to have high expectations about their care and can be demanding. Unfortunately, in some areas like Hong Kong, there is a significantly high patient attendance rate compared to the insignificant doctor attendance. This load on doctors causes them to work long hours with little to no sleep at night, making them less capable of handling patients and more susceptible to errors. Furthermore, because of the lack of time, each patient gets minimal attention and is only provided with the most basic information about their healthcare.

This brief explanation leads to agitation in patients and causes them to behave impulsively and inappropriately within the emergency department, thus inflicting damage on other patients and jeopardizing them. Lowering the patient-doctor ratio could make a great impact on communication in medical emergencies. Hospitals could ensure enough doctors and nurses are available, especially at peak times, easing the load on the doctors and allowing them to communicate with their patients efficiently. Overall, it is compulsory to consider these three areas of communication and work on mastering them while working in the emergency department.

One of the most important steps in the learning process is feedback, but some may not view it as such. Feedback should be harmless criticism with the intent to help. A problem may arise when people see feedback in a negative way. Some people may view feedback as an attack on their image or knowledge and therefore discredit the information given to them. There can be trouble not only in receiving feedback, but also giving feedback. Along with receiving feedback, offering feedback is also a valuable step in the learning process that many people struggle just as much as accepting feedback. Since some see the process of feedback as positive, and other people view it as negative, a study was held to understand the roles of different types of relationships regarding feedback giving and receiving when it comes to communication skills.

The purpose of this study was to investigate the role of students with previous peer learning relationships between feedback delivery and reception. It was assumed that students with prior peer-learning relationships will provide more concrete and correct feedback in potentially sensitive interpersonal communication field than those without this relationship. This is because the possibility of threatening one’s self-recognition or confidence is greater with individuals without these skills. People lacking the skills and experience in peer-learning relationships can give the impression of a decreased self-image when it comes to receiving feedback. This can be described as ‘hot recognition’, meaning, the state in which a person’s thinking is influenced by their emotional state. For this study, quantitative and qualitative methods were chosen in this experimental analysis examining US medical students with and without prior peer-learning relationship skills. During the clinical skills examination, students were split into two subgroups where data from surveys, peer feedback, and simulated encounters were recorded and coded.

Research saw that, compared with their counterparts without preceding common small-group education experiences, students with preceding peer-learning relationships were more expected to give disciplinary responses on communicating accomplishments to peers regarding performance in a simulated clinical skills encounter. All students had predominantly proper feedback, and recipients rated individual feedback on clinical skills in the context as convincing and actionable. These judgments about the amount of prior peer-learning relationships extend past analysis information indicating that the environment of confidence enhances openness to feedback. The effectiveness of feedback also depends on the delivery of information and its receipt. It can be assumed that enhanced training and experience along with prior peer-learning relationships can enlarge the effectiveness of feedback while lessening the threat of self-image, or the ‘hot cognition’ reaction. It was also stated that recipients of feedback accepted criticism easier from those whose opinions they trusted most.

While reading and annotating this article, I found the topic of the study to be quite interesting. During the beginning of the study, I thought the students with prior peer-learning relationships skills would be more likely to deliver and except feedback, which I later learned was not true. Although students with prior peer-leading relationships gave correctional feedback on communication skills, all students gave specific feedback the recipients rated acceptable and trustworthy. During the study, it was stated that multiple factors enhance the openness of feedback, including the experience and confidence of the learner. I strongly concur that training and experience with feedback will lessen one’s fear of a damaged self-image, and then end the ‘hot cognition’ response. Nonetheless, I have a minute dilemma with this experiment. As they stated there was only a single study at one school in the US. This could pose some problems. Many schools have different cultural norms when it comes to communication that could have been tested to further justify the conclusion. Also, personal relationships weren’t considered while assigning the subgroups which could have played a major part in the comfortability while receiving and giving feedback. In general, there are many things I agree with regarding the conclusion of the study, but I still pose questions when it comes to the accuracy of the experiment.

For any prosocial behavior to be effective and beneficial to others it is necessary to have communication, either to be influenced or to know the issue. After understanding a problem it is important to think critically in a non-biased way to effectively come up with a solution that will solve the issue. Prosocial behavior is a social behavior that intends on helping others through volunteering, sharing, or donating. Despite the fact that people should be helping others regardless, humans tend to be selfish creatures. But a starting point to get people to understand that other people have struggled is through communication, either by verbally telling someone or by expressing it through body language that they are in agony or in need of help. Through communication, a need can be understood and worked towards a solution but helping an issue requires more than just knowing the situation. After understanding it, the problem has to be analyzed and evaluated before forming a judgment to make sure that it will be a rational decision. This process is known as critical thinking and is the most optimal way to address a situation because it addresses a situation in an unbiased way.

Communication is critically important before any prosocial behavior occurs because it impacts both parties; the person that acts prosocially and the person that has the issue. Without communication, the issue is not being understood and therefore cannot be figured out. From a young age, the values of helping others are communicated to us by our parents and teachers which influence us to behave in a prosocial manner. Some of these values regard volunteer work and sympathy towards the difficulties of others. Hence the values communicated affect individuals to act more genial towards others. Elliot Aronson’s jigsaw classroom study looked at the communication between students. Aronson’s study showed that due to interactive communication in groups the students tended to treat each other more positively, regardless of ethnicity or sex. Although the study did not focus on helping others with their difficulties, it was noticed that communication helped students to benefit each other. To elaborate, communication helps people to care about each other by understanding their views and needs. As McAdams claimed, sharing personal stories could also communicate someone’s own experience that can connect people into helping, sharing, and volunteering to become a more unified whole. There are other ways to use communication for the goal of sharing and helping others. One effective way is for leaders to inspire others by public speaking about a pressing issue. This will result in building motivation in people towards solving the problem by making them feel that it is something they are able to achieve and that the outcome will be impactful.

After figuring out the issue, there is a critical step that requires a decision to be made. It is important to make a good decision to be able to benefit the other person. By thinking critically about an issue, the problem is being analyzed and evaluated so an unbiased solution can be made. A research study in the 1970s by Amos Tversky and Daniel Kahneman found that people tend to make decisions without thinking critically about the options not taking the positives or negatives into consideration. They noticed that people were quick to jump to solutions often because of bias from their past experiences. However, this type of immediate solution is not the best one. In regards to being prosocial, it is necessary to think about the possible solutions to not end up making a biased solution. This is so that the solution regarding the issue can be thought about in different aspects and made a value judgment. Therefore, it is important to not jump to conclusions too quickly and to think critically about a situation regarding the needs of others.

These two specific abilities are more impactful than other abilities in regards to helping others because communication and critical thinking alone is able to give someone the ability to act prosocially. Similarly, how receiving, processing, and then responding, applies to behavior, information is received through a form of communication, processed through critically thinking about a solution, and finally being able to respond by helping another person in need.

Advocacy (Based on SDG):

The researchers’ main interest/focus is to determine and understand how Business Process Outsourcing Employees, particularly Call Center Agents and how they maintain proper business communication and peaceful conflict management as they associate with various co-workers and clients. They will know what it means to be in the BPO Industry as they discover the hardships and efforts of call center agents in the Philippines, specifically Quezon City which is one of the largest cities in the country.

Interest/ Focus:

Various articles and testimonies have inspired the researchers to pursue their research topic which is all about knowing the business communication skills and the conflict management of BPO Employees in Quezon City. Recently, call center agents shared their experiences working in the BPO Industry; they had to face “full understanding of callers’ main issues” and fingers being pointed at by their team because of negative feedbacks, as well as the threat of being sacked because of poor performance (Aragon, 2018). Moreover, reported cases of conflict in work teams among call center agents are reported. Despite call center agents working towards a common goal, diversity cannot be helped. These include structural disagreements, such as levels of participation and interdependence among employees due to various preferences (Executive Boutique, 2011). However, some BPO companies, such as Telus, provided ways for their employees to strengthen the bond and team building among call center agents in the Philippines. According to Warren Tait, VP for brand, marketing and culture in Telus Philippines, the company’s area of advantage is their team member experience which is a valuable part of their business. This is proven by involving members in Customer Service Representative (CSR) programs, which in turn will help them gain leadership, personal growth and education (Go, 2016).

In relation to the Philippine setting, it is known that employees are divided into different folds of team, which makes them prone to encountering conflict of interests. Due to these differences, employees’ cooperation and communication skills are being tested as they associate with co-workers and even their clients. Moreover, the researchers want to place focus on how BPO Employees struggle to fit the standards and demands of the constantly developing Business Process Outsourcing Industry as they continue to face threats of modern technology, changes in economic status, and stability of workforce.

Existing Problem/ Issues/ Concerns:

According to Stanley Deetz (2000), Critical Communication Theory is defined as the maintenance of organizational communication and organizational control in companies where diverse interests of people are given voice and political and economic interests are being acknowledged. The main highlight of the theory is applying critical communication in order to ensure that both human and corporate interests are given priority, so as to maintain stability in a company. Moreover, the theory aims to go beyond the fixed notions of organizations. Critical Communication Theory is directed towards taking into account the democratic aspirations of the people as well as the power centers in a certain organization; in other words, every side has to be heard. Reforms in communication are to be made constantly to promote productivity and democracy within a company (Deetz, 2000).

In relation to the study, the researchers used Critical Communication Theory as their basis to highlight how the Business Process Outsourcing (BPO) Employees manage themselves and how they communicate or cooperate with their co-workers and to their clients to maintain productivity within their organization. Their daily lives wherein they have to converse with different types of people shaped them to who they are today. Moreover, there are a lot of strategies that BPO Employees have incorporated within themselves since the industry is directed on human interactions – and at the same time, making sure that conflict is reduced or suppressed to avoid further difficulties.

Theoretical Basis:

Business Process Outsourcing (BPO)

Demographic Profile of the Employees:

• Age
• Sex
• Years in the company as an employee
• Shift
• Type of
• Highest education attainment
• Avoiding

Significance of the Study:

1. BPO Employees, especially Call Center Agents

They will be able to get more knowledge about their communication skills and conflict management; which will lead them to competency. They will be able to learn how to control their temper and develop their patience. In this way; the employees will also be able to avoid conflicts with their costumers which may leave a good impression to both employees and company.

2. BPO Applicants

They will know if they have in them the skills that are needed to be a BPO Employee. Moreover, the findings in this research can help them adjust to the demands of the Business Process Outsourcing Industry.

3. Employers

The study will help the employers to know if the applicant has the skill and qualifications to be a BPO employee. They will also know who among their employees has good communication skills and conflict management because these are the people that they need to have a more successful company or industry.

3. Future Researchers

The study can help the future researchers to be aware and knowledgeable about communication skills and conflict management especially when they get to engage with Business Process Outsourcing employees.

4. Students

The study will help them to realize that they need to have good communication skills and conflict management if they plan to work and talk around so many people to avoid conflicts with their future customers, as these are the key qualities to become full-fledged business professionals in the future.

Statement of the Problem / Objectives

This study aims to research about business communication skills and conflict management of selected call center agents of the Business Process Outsourcing (BPO) Industry who are currently working in Quezon City. Furthermore, the study aims to give objective and precise answers to the following questions that will help in attaining the study’s objective:

1. What is the demographic profile of the respondents?
   1. a. Age
   2. b. Sex
   3. c. Years in the company as employee Shift
   4. d. Type of Account
   5. e. Highest education attainment
2. How effective is the level of communication skills of the BPO employees?
3. What are conflict management skills (category) of the BPO employees?
4. What is the relationship between the level of communication skills and conflict management skills of the BPO employees?

Hypothesis

This study generally aims to research about business communication skills and conflict management of selected call center agents of the Business Process Outsourcing (BPO) Industry who are currently working in Quezon City.

Listed below are the following hypotheses that give the conclusion to the results of the study:

There is no significant relationship between the level of communication skills and conflict management skills of the BPO employees.

There is a significant relationship between the level of communication skills and conflict management skills of the BPO employees.

Scope and Delimitation:

As students, the researchers should know how the call center agents do their job, and what the difference of their work from others is. Moreover, the researchers would like to know what skills that employees from the Business Process Outsourcing (BPO) industry must display, as well as the personality that they must portray to meet the standards for conflict management. Call Center Agents are the specific subjects that are chosen for this research since they are the best example of a job with frequent human interaction, particularly with how they manage conflict with rude customers or contradicting co-workers. The researchers know that their job is to interact and converse with various customers. In handling problems, the researchers wish to discover how they maintain good business communication.

· What do you want to do?

The researchers decided to exclude the other aspects of the Business Process Outsourcing (BPO) Industry due to its broadness. They only decided to focus on the call center agents and not on the other fields such as medical transcription, game developing, and the like. Moreover, the researchers only placed their focus on the call center agents’ skills on how to maintain proper business communication and management of conflict in their industry, when it comes to co-workers and clients, and not directly on the specific struggles that they are facing or their own opinions. In this research, the researchers only focused BPO Industry on the Philippine setting, so the Business Process Outsourcing in other countries is excluded from the scope of the study.

· What you don’t want to do?

This study will be conducted on the 1st Semester of academic year 2019-2020, in partial fulfillment of the requirements in Research in Daily Life 2. In the halfway of the data gathering period however, the researchers will be targeting to contact some call center agents working for various Business Process Outsourcing (BPO) companies in Quezon City to conduct a survey, so as to attain their objectives for pursuing this research.

· When will you conduct the study?

The researchers who are from Lyceum of the Philippines University Manila Senior High School will conduct their research in Quezon City. Quezon City is also known as the ‘City of the Star’ and the former capital of the Philippines, it was composed of small individual towns. In addition, Business Process Outsourcing (BPO) is a business

· Where will you conduct the study

practice in which one organization hires another company to perform a task that the hiring organization requires for its own business to successfully operate. The researchers decided to pick Quezon City as their sole locale for the study because there are a lot of BPO companies as well as employees working for them to earn a living.

The respondents of this study will be Business Process Outsourcing (BPO) Employees specifically Call Center Agents located in Quezon City. Composing of thirty (30) members, both male and female, the randomly sampled respondents will be asked by the researcher for consent and approval to answer the survey questionnaire until the desired number of respondents, which is thirty (30), is reached. They will be asked to answer the survey questionnaire that the researchers will provide to them which supplies the information the researchers need.

· Who will be your respondents?

The researchers choose Call center agents because their job has to do with business communication skills and conflict management. In addition, they are knowledgeable and have sufficient experience to answer the problems posed in the present study. In this way, the researchers will be able to answer the main research questions.

· Why choose them?

A Survey-questionnaire, Elemental Truths by Adkins, R. (2006) and Conflict Management Styles Assessment by Blake, O. (2018), will be used in gathering data which consists of items that will determine and asses the Employees’ Business Communication Skills and Conflict Management. At least thirty (30) chosen participants will be asked to answer a survey which let them choose their preferred response by checking the number option based on their Personal feelings and perception along the given area. The questions that are present in the survey are direct supporting questions that will help answer the main research questions as aforementioned in the Statement problem of the study. In this way, the researchers will be able to gather in-depth data with the help of a survey-questionnaire.

· Which instrument will you use?

Definition of Terms:

· Business communication

It is defined as the information sharing among people within and outside an organization that is performed for the commercial benefits of the organization. For instance, it is how a call center agent shares information to promote its product or services to potential customers.

· Business communication skills

It is defined as the ability to convey information to another effectively and efficiently in the business aspect. In application, as call center agents, listening carefully to customers is critically in order to provide accurate and satisfying answers. With that in mind, a business professional need to have great attention to detail and pick up on the things the customer is and isn’t saying as well as their co-workers.

· Business process of outsourcing

It is defined as the business practice in which one organization hires another company to perform a task; hiring organization requires for its own business to successfully cooperate. Moreover, the employees will be able to communicate well and avoid conflicts with their costumers which may leave a good impression to both employees and company by extending help to maintain order in the exchange of transactions.

· Conflict management

It is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict. Its aim is to enhance learning and group outcomes including effectiveness or performance in an organizational setting. For example, how call center agents able to learn how to develop their patience and control their temper as they converse with various clients and co-workers.

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Achieving Organizational Performance Through Business Process Outsourcing

• 2015
• Agha, E. & Kolowaloe, I.
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Communication Within the Workplace

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N/D

• Chand, S.
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Abbas, S. & Joshi, N.

Research Gate

https://www.researchgate.net/publication/267394739_A_Descriptive_Study_of_Workplace_Conflict_Management_Styles_in_Indian_Organizations

The Role and Impact of Business Communication on Employee Performances and Job Satisfactions

• 2017
• Nabi, N, Foysol, K. & Adnan, S.
• Arabian J Bus Manag Review
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Conflict Management, a New Challenge

• 2016
• Madalina, O.
• ScienceDirect
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