¶ … Assertive Communication Effective Communication

The Benefits of Assertive Communication and the Importance of Interpersonal Relationships in the Health Care Industry

There is a large body of evidence that effective communication between healthcare workers their patients and their peers can have a significant influence on patient outcomes. According to study published in Issues in Medical Nursing (Kameg, Mitchell, Clochesy, Howard & Suresky, 2009) breakdowns in communication increasingly result in incidents that put patients in jeopardy. The average time a patient actually spends in a hospital is shorter than ever before while the number of healthcare professionals required to facilitate medical care for an individual patient is increasing. Often healthcare professionals experience anxiety and lack the confidence to openly and candidly express themselves. The importance of healthcare professionals acquiring the skills and creating the interpersonal relationships to effectively communicate with patients, their families and other healthcare providers cannot be underestimated.

Effective communication encompasses collecting information, establishing a relationship or connection with a patient and other stakeholders, and supporting others through words and non-verbal interactions. Communication can be defined as a meaningful exchange of information through messages. Every communication follows a step-by step process among six elements: sender, message, channel, audience, feedback, and context. The basic forms of communication are oral, written, formal, informal, and nonverbal....

Research shows that organizations that have open communication where information not only flows downward from someone who hold a senior position, but also upward where employees feel free to express opinions, offer suggestions, and even voice complaints, have the following characteristics. 1) Employees are valued - employees are happier and more motivated when they feel they are valued and their opinions are heard. 2) A high level of trust exists - telling the truth maintains a high level of trust; this forms the foundation for open communication and employee motivation and retention. 3) Conflict is invited and resolved positively -- without conflict, innovation and creativity are suppressed. 4) Creative descent is welcome -- by expressing unique ideas, employees feel they have contributed to the company and improved performance. 5) Employee input is solicited -- the key to any organizations success is input from employees which establishes a sense of involvement and improves working relations. 6) Employees are well informed -- employees are kept informed about what is happening within the organization. 7) Feedback is ongoing -- both positive and negative feedback must be ongoing and provided in a manner that builds relationships rather than assigns blame (Kurtz, 2010).
Defensive relationships develop when people perceive they are under attack. Terrance Doyle (2004) in his book Communication Unbound asserts negative criticism and contemptuous attitudes produce defensive reactions. A person who is defensive devotes a significant amount of time and energy to self-protection. When defensive responses arise…