护理管理学第章（Nursing management, eighth chapters）

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1、护理管理学第8章（Nursing management, eighth chapters）The eighth chapter communication and conflictA, communication(a) communication content: two-way transmission, information message There is an exchange of calls.; the need to be understood; understand the information to make appropriate behavioral response

2、s.(two) the meaning of communication is the essence and core of management communication. Such as hospital services through communication, the hospitals purpose and goals can be transformed into a code of conduct for employees, in order to achieve organizational goals.(three) the principles of effec

3、tive communication.1, the principle of clear information: information value, language and the communication transmission can be understood by the recipient.2, the integrity of the organizational structure principle: the upper level to the next level issued information, rather than over the lower man

4、agement personnel directly to the relevant personnel issued instructions.4, informal communication strategies: the principle of informal communication channels of communication with the formal organization of5, pay attention to talk with the principles of listening skills3, the principle of time:(fi

5、ve) the way of communication and network1, the way of communication: vertical communication (including downlink communication, uplink communication) and horizontal communication.2, communication network communication network: refers to the path of information transmission, can be divided into formal

6、 and informal communication networks.(1) the type of formal communication network: chain communication; ring type communication; wheel communication; Y communication; (5) full channel communication.(2) informal communication types: talk, rumors.(six) communication skills1, listening skills: attentio

7、n, empathy, acceptance, integrity responsible.2, conversation skills: good at motivating subordinate conversation desire, belonging to seize the important problems, good restrain myself, master the comment on the expression of good propriety, conversation and enthusiasm, good at dealing with a pause

8、 in the conversation.(seven) the factors to influence communication1, information issued by the problem: the expression ability is insufficient; the transfer form (such as Chinese hospital nurse shift); transfer; not timely; inconsistent information (such as interdisciplinary)2, the information rece

9、iver obstacle: from organizational level filtering; obstacles; selective perception; emotion; language3, the information transmission channel in the transmission means barriers: barriers, levels of disorder, disorder, information transmission form in the middle of a change, or upside down.(eight) th

10、e successful implementation of effective communication and communication strategies1, the upward communication: three principles: a clear understanding of their responsibilities; higher level of understanding of the most in need of information; the higher level of understanding of the personalities

11、and preferences, take appropriate means of communication.2, communicate with colleagues: pay attention to the difference of different types of character.3, doctor-patient communication: the communication time; the content of communication; communication mode; the communication skills; the communicat

12、ion records; the evaluation of communication.Two, conflict(a) from three different views of the role of conflict:1, the traditional view of conflict: that all conflicts are harmful and destructive, should be avoided.2, the conflict between human point of view that conflicts occur naturally in all ti

13、ssues of the phenomenon, is inevitable and reasonable, should accept the existence of conflict.3, interactive views conflict: not only accept the existence of conflict, and the conflict that rent is beneficial for organizations to survive. A certain level of conflict can make the organization mainta

14、in community vitality, self reflection and creativity.(two) the classification of conflict1, constructive conflict refers to the parties to the conflict to the same goal, conflict means a way to realize the goal and have a different. Has the positive significance on team performance.2, non construct

15、ive conflict refers to the parties to the conflict caused by the different target conflict, tend to be antagonistic conflict. Is conflict with the damage to the organization and the significance of team performance.(three) the basic process of conflict: 1, 2, cognitive potential opposition and perso

16、nal intervention phase 3, phase 4, phase behavior resultsThe core problem of the Doctor-patient Conflict of interest is the question, mainly for:1, health care reform for low-income groups to enjoy the medical care service capacity estimation.2, efficacy and patient expectations contrast.3, both sid

17、es continue to enhance the awareness of authority.4, health care reform is a gradual process, the current medical security system is relatively backward, the hospital can not be timely and effectively resolve conflicts, the conflicts between doctors and patients more complicated.(five) conflict proc

18、essing1 and two dimensional resolution of conflict: enforcement, cooperation, avoidance, accommodation and compromise.2, negotiations or administrative intervention to resolve the conflict: (1) negotiations; (2) arbitration; (3) administrative intervention.A glossary1. motivation: is the use of exte

19、rnal incentives to mobilize peoples enthusiasm and creativity, lead to internal drive, the psychological process proceeds toward a desired goal.2. content motivation theory: focuses on the effect of behavior variables, properties of the behavioral variables including incentive reasons and various in

20、centive factors, through a variety of research needs of people in order to explain and predict human behavior objective.3. health factors: factors that cause employee dissatisfaction, external conditions or working environment. Including: wages, benefits and working conditions.4. factors: positive i

21、ncentive factors, internal conditions or work. Including: the sense of achievement, sense of responsibility, recognized, self development.5. internal reinforcement: refers to the external stimulus, so that employees self understanding and change behavior. For example, in the Department of materials

22、management, nurses can be appropriate to the material management department nurse public details, let the nurse understand save resources for patients and the department benefit, thus consciously in their daily work, take the initiative to save, rather than focus on the development of punitive measu

23、res.The 6. Fair: refers to the contribution of the people (input) and how much income isThe 7. is to strengthen: give affirmation and reward for certain behaviors, the behavior process to consolidate, maintain and strengthen the. For example, the performance good nurse reward, encouraged to develop

24、and maintain good working performance is positive.8.: negative reinforcement is a good behavior, can avoid adverse stimuli (i.e. negative reinforcers), and make the process of good behavior appear to increase the frequency of the behavior is a good process leading to adverse stimuli disappeared. For

25、 example, the bonus will be deducted from the employee is not late, was a bonus at work on time.9.: the punishment is given a negative and undesirable stimulation of a bad behavior, to continue to weaken or subside, behavior process leading to adverse stimulus appeared.10. reinforcement: refers to a

26、ppear in a behavior, do not give feedback in any form, this behavior is of no value judgment in the course of time the behavior frequency decreased.Two, fill in the blanksThe process incentive theory incentive theory incentive theory is divided into 1. content theory of motivation behavior modificat

27、ionThree types of.Three to 2. Cleveland proposed for the achievement of power need need affinityDouble factors incentive factors 3. Herzberg two factor theory of factors including health careThe 4. main types of reinforcement theory are: positive negative reinforcement strengthening punishmentThree

28、variables 5. expectation theory have expected value (E) Association (I).According to the theory of 6. factors: Double incentive factors usually associated with the work contents and related factors of health, itself usually associated with working conditions and environmentOfThree, choice(a) A type

29、questions (1 to 7 questions)1. according to David Mcclelland? About peoples needs for self actualization theory, if a person wants to control up and down the information channel so as to exert influence on others, it shows that he is a (B)A. achievement needs a strong B. social needs of people with

30、strong power of C. needs a strong D.People need a strong incentive E. respect need strong people2. Maslow need theory is the lowest level (A)A. B. C. physiological needs safety needs belongingness needs D. E. need to respect the needs of self realization3. American psychologist Herzberg believes tha

31、t status, safety, working environment, interpersonal relationship and other factors known as (D)A. B. C. physiological factors and psychological factors motivating factors of health factors and social factors E. D.4. on strengthening theory in the management of the application is not correct (D)A. j

32、ust B. to the application of internal reinforcement means C. try to use D. to make use of positive negative reinforcement E. not just average5. performance good nurse reward, encouraged to develop and maintain good working performance (A)A. B. C. is to strengthen the negative reinforcement resolutio

33、n of D. E. are not punished6. of Herzbergs two factor theory, the error is (D)The process of A. incentive process can be interpreted as a never satisfied to dissatisfied.B. incentive process is a not satisfied to the satisfaction of the processC. factors leading to employee satisfaction and the fact

34、ors that lead to job dissatisfaction is the essential differenceD. health factors are the influence factors of employee satisfaction and not satisfiedE. incentive factors are internal factors7. the following about Herzberg of satisfaction and dissatisfaction of the description is not correct (C)A. s

35、atisfaction is the opposite of not satisfied B. not satisfied is the opposite of not satisfiedC. satisfaction is the opposite of not satisfied D. incentive process is not a satisfactory to the satisfaction of the processE. factors affecting employee satisfaction is the incentive factors(two) X (8 13

36、) problem8. the following does not belong to the content motivation theory is (CE)A. Maslows hierarchy of needs theory B. Mcclellands theory of need for achievementThe theory of double factors C. vrooms expectancy theory D. HerzbergE. equity theoryAbout 9. of reinforcement theory in nursing manageme

37、nt application, is correct (ACE)A. just B. should not be used to strengthen internal means of C. try to use D. to make use of positive negative reinforcement E. clever use of punishment10. of Herzbergs two factor theory is correct (ACD)The process of A. incentive process can be interpreted as a neve

38、r satisfied to dissatisfied.The theory of B. dual factors to guide managers will shift the focus of the work from the incentive to health factorsC. factors leading to employee satisfaction and the factors that lead to job dissatisfaction is the essential differenceThe theory of D. dual factors to gu

39、ide managers will shift the focus of the work from the hygiene factor to incentive factorsE. incentive factors are external factorsWhat needs corresponding health factors of 11. Herzberg and Maslow theory (ABC)A. B. C. D. social security physiological respect E. self realization12. nurses, relevant

40、to the needs and safety including (BDE)A. has a certain autonomy B. occupation protection system, perfect measuresC. promoted D. basic salary and welfare guaranteeE. safe working environment13. nurses, related to the physiological need is (ABC four, short answer questionsApplication of the theory of

41、 double factors in the management of 1.(1) pay attention to health influencing factors of nurses mood: managers should humanization management point of view, to meet the needs of nurses in health factors such as the establishment of a harmonious relationship between superior and subordinate, fair di

42、stribution system, and a good working environment.(2) pay attention to the incentive factors to cause the inherent power of nurses: managers should be good at certain nurses work performance, appropriate authorization, provide opportunities for nurses to learn.(3) the establishment of a reasonable d

43、istribution system: the bonus bonus allocation is reasonable, managers can be converted to the incentive factors of health factors. The distribution of bonuses should be linked with the size of individual contributions, against the allocation of egalitarianism. Let the nurse think more prize money i

44、s the organization of their work is recognized, they work hard to get the reward.What are the 2. basic principles of incentive?(1) the leading principle.(2) according to the principle of motivation.(3) the principle of rationality.(4) combination of material motivation and spirit motivation principl

45、e.(5) timeliness principle.3. basic viewpoints on Maslows hierarchy and its application to management.The basic point of view:(1) need not be fully meet the unmet needs, is the most fundamental motivation of people actively;(2) when the low level of the human needs are met, it needs to develop to a

46、high level.Application of need hierarchy theory in the management of:(1) seriously understand and analysis needs of nurses.(2) adopt various methods to meet the requirements of nurses. The material and spiritual incentive, leadership incentive, such as demonstration of emotional motivation, honor mo

47、tivation etc.(3) note sequence and potential needsThe 4. achievement need theory application in managementAccording to the need of achievement theory, nursing managers should create for nurses to meet the need for power, friendship needs and achievements to the environment, to mobilize the enthusias

48、m of nurses to.(1) the proper authorization, meet the power needs of relatively strong desire of nurses to a certain extent.(2) create a good interpersonal environment, the need for friendship stronger nurse is very important.(3) for the achievement of relatively strong nurse managers should be allo

49、wed to undertake challenging work, ready to give feedback and work effect, to confirm the progress and achievements of the work.The application of reinforcement theory in the management of 5.(1) to justice: in order to make the strengthening effect, should strengthen each nurse job performance based

50、 on justice. In addition, fairness is not average, dont give the same reward for all the nurses were given the same reward for everyone, in fact is to strengthen the bad or moderate performance, and the enhancement effect.(2) to make use of the internal reinforcement method: internal reinforcement r

51、efers to the external stimulus, so that employees self understanding and change behavior.(3) try to use positive reinforcement: managers should be good at using positive reinforcement, positive emotion guide nurses, to motivate nurses behavior toward organizational goals.(4) the clever use of negati

52、ve reinforcement and punishment: for the implementation of the negative reinforcement or punishment, managers must understand where he let subordinates wrong, otherwise there may be very much puzzled by the nurse. Avoid public punishment.(5) timely feedback: managers should seize the opportunity, timely feedback.Comfort B. normal A. work in a reasonable scheduling systemThe night time D. C. reasonable promotion systemThe E. is responsible for the important work of the Department