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of communication with precise directions given. When an employee is given a task, they havethe responsibility to ensure it is something that they can/willing to do, this can be done byanalyzing the situation. If the task is within their realm they then take the responsibility of thetask and become accountable for what is being done. Being able to determine the risk andoutcome of a situation will allow for positive accountability with no issues occurring on behalfof the employee. In the health care system, an employee’s accountability is measured in differentways, both, internally and externally. Some of those measures are done through patientsatisfaction surveys, annual reviews, assessments and checks and balances that are done. Allemployees, regardless of their level or title should be subjectedto accountability measures(Schattan Coelho, 2018).CommunicationAccording to Thornton, Powe, Roter & Cooper (2011), effective communication plays avital role in successful execution of quality patient care. Communication involves an exchange ofinformation either verbally (telephonic and face-to-face), written (email, educational materialsand written correspondence), or non-verbally (body language, tone of voice and gestures). Whencommunication is made between more than two people it is referred to as interpersonalcommunication and directly impacts patient and organizational outcomes. Patients have reportedthat despite clinicians being present at the bed-side, they feel a lack of interpersonal connectionresulting in decreased patient satisfaction. By exploring evidenced-based studies, clinical leaderscan identify factors that influence communication and implement strategies to improvenurse/patient communication for better outcomes. Various factors influence communication including perception, attitudes, roles,development, and culture. In order to understand factors of communication both within an
6WORKPLACE CULTURE IN THE CONTEXT OF PRACTICE DEVELOPMENTorganization and with the patient, there are several aspects to explore during the communicationdecision process for transmission of information. Identify what information needs to be given tothe patient. Assessing the urgency of information will determine which method ofcommunication will be used (face-to-face, telephonic, written). Next, evaluate words and toneused to explain information to the patient. Understanding the patient’s attitude, culture anddevelopment is detrimental in this process. One would not speak to a young adult present with aparent in the same manner as a mature adult with no family present. The final step in thecommunication transmission process is evaluating personal feelings about the information beingcommunicated (Motley & Dolansky, 2015). In the workplace it may be feelings towards aconflict or communication with a superior, and in the clinical setting it may be feelings ofhappiness or negative emotions based on a patient’s conditions. One must attempt to set personalemotion aside to avoid offsetting deliverance of communication to the intended recipient. Thesedecisions bridge over to how the recipient responds and what barriers may be faced.