How to Overcome Conflict in Communication

Communication Process in Nursing

Communication is vital in any industry, but it is especially important in nursing because miscommunication can lead to medical errors. This presentation will 1) identify the components of the communication process, 2) evaluate conflicting verbal and non verbal communication cues; 3) evaluate the potential effectiveness of various communication strategies and styles that may be used to deal with conflict; and 4) discuss the effects of communication on patient safety.

The Components of the Communication Process

The components of the communication process include the sender, the receiver, and the message that goes between them (Cherry & Jacob, 2019). However, one crucial aspect of the process of communication is feedback, which is given by the receiver of the original message. Feedback is what turns the receiver into the sender and the original sender into the receiver. It is what enables communication to be truly a two-way flow process. The message goes from the sender to the receiver, who in turn interprets the message and provides this interpretation in the feedback to the sender to show how well the message is understood. It is a vital aspect of communication that is often ignored. It is not enough for the process to have only one-way flow. The sender may think the message was received, but if the message is not repeated back to the sender in a way that expressly shows reception the sender cannot be sure that delivery has taken place. Feedback is like the signature on the package when the delivery service brings an item to one’s doorstep. That package is important and the signature is needed. That is how one should think of feedback.

Evaluating Conflicting Verbal and Nonverbal Cues

Conflicting verbal and nonverbal communication cues can play a part in how a receiver interprets a message. Interpretation relies upon preconceptions, perception, context, precipitating events, past experiences, environment, and the modes of transmission of the message. All of these factors are important to consider in interpretation. Verbal and nonverbal communications are modes of transmission. They are received differently because of the fact of filtration, by which the receiver naturally filters out noise when receiving a message. For instance, a nurse who sees a message on a white board may filter out more than is appropriate due to the fact that the same white board or wall upon which the white board hangs is already cluttered with messages. Or, to give a different example, some crucial element of a verbal message might be filtered out by the receiver if the tone of voice used is unsympathetic, if the verbal message is preceded or followed by some sort of unsatisfying harangue, if distractions exist in the environment in which the verbal message is given, and so on. For these reasons and to ensure that interpretation of a message is effectively conducted, messages whether verbal or nonverbal should be as direct and to the point as possible. That is why the standards of communication include the 3 B’s: Be Brief, Be Clear, and Be Timely. One addition to these standards that should be mentioned is: Be Complete—i.e., make sure the message is complete and not only impartially given or received. But, again, requiring feedback of the receiver can help to make sure that the message was received completely.

Nonverbal communication can confirm or deny the spoken word, so it is important that a sender of message use nonverbals—such as hand gestures, spatial distancing, tone, touch, facial expressions, eye contact, posture and body language—to support the message conveyed (Cherry & Jacob, 2019). This is an important concept because when the verbal and nonverbal communications do not agree, the receiver tends to ignore the verbal communication and follow the nonverbal communication. If a nurse has poor posture or does not look one in the eye, it sends an alternate message to the receiver and the receiver subconsciously picks up this alternate message. To avoid this unnecessary conflict between verbal and nonverbal communication, nurses should use positive communication techniques, such as establishing eye contact, keeping promises, expressing empathy, developing trust, clarifying information, using open communication, and using touch. If one uses these positive communication techniques, one can prevent conflict from arising in most cases.

However, some nurses may use negative communication techniques—such as blocking—which is when a nurse responds with general or noncommittal answers. False assurances, logical fallacies—such as ad hominem attacks, red herrings—distractions from the real topic, and conflicting messages are all examples of negative communication techniques. These techniques should be avoided as they only serve to arouse conflict and mistrust.

Effectiveness of Communication Strategies and Styles to Deal with Conflict

Listening and understanding are key to managing conflict. Empathy, equality, openness, positivity and supportiveness can go a great length to overcoming conflict. But when conflict does arise, as it will from time to time, a nurse should know which strategies and styles are best to deal with conflict. Avoidance, Accommodation, Force, Compromise and Collaboration are the most common styles of dealing with conflict. Avoidance is when one person becomes passive and pulls back from conflict so as to avoid it; this style is not good because it does not facilitate the pursuance of goals. Avoid Avoidance! Accommodation is another style, in which one person sets aside his or her own goals to satisfy another person’s wishes. This style is a little better than Avoidance but it still means someone is not reaching personal or professional goals—and that is not good. Force is a style when one person pushes his or her will on another so that his or her own goals can be achieved; like Accommodation only one person is satisfied, so it too is not great. Compromise is a style when both people give up something to secure partial fulfillment of goals. It is better but still not totally great. Collaboration is the style in which two people work together to find solutions that will satisfy both parties. This is the style that should be promoted. The strategy to apply this style effectively is—listening and understanding. The more we listen to and understand one another, the more effectively we will be able to collaborate.