Effective Communication in Healthcare: Reflection on a Disagreement

This essay analyzes a disagreement experienced in a healthcare setting, specifically between a clinical officer and a secretary/cleaner. The disagreement stemmed from the secretary's failure to replenish bicarbonates in dialysis machines due to exhaustion. The analysis explores the bio-reactions triggered by the conflict, the levels of listening during the conversation, and the points of disagreement. It reflects on how improved listening, accuracy, and authenticity could have led to a more constructive conversation. The essay emphasizes the importance of understanding each other's perspectives and taking responsibility in workplace interactions to foster better communication and prevent conflicts. Desklib provides access to similar essays and study tools.

Running Head: PROFESSIONAL COMMUNICATION IN HEALTHCARE
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Question: Select a conversation where you had a disagreement that had an impact on you and
triggered bio-reaction. The conversation could be a long time ago or recent.
A: Explain what happened during the disagreement by answering the following questions:
 Describe the situation that leads to the conversation;
I was at work that day and time discharging my duties as usual; I am employed at a health
center as an assistant clinical officer. During this particular day, I remember we were
understaffed because some of my colleagues had unavoidable responsibilities to attend to.
Therefore, we were only three people at the facility. Actually, this status of being
understaffed has been with us for quite some duration. In fact, we have been working extra
time to accomplish the activities of the day. Our cleaner who ensures that our working place
is clean could sometimes come early in the morning to clean and to prepare for us the
working environment. Additionally, she could open the clinic and prepare the bicarbonates so
that we do not run out of them. This day, she went back to check the status of the
bicarbonates and see whether they could serve the whole day but it was already late. At this
time, our machines were almost running dry. Almost all the machines were sounding alarmed
at the same time because of the low level of bicarbonates. This was quite annoying as we
could see the secretary/cleaner continue to walk around the clinic as if nothing was wrong. I
also enquired if she had gone behind to check if someone may have touched the machines
and she said she is tired. Thereafter, she clicked at me and left for home without showing any
concern to what I was asking her. This is a defective communication process (Tay, Ang &
Hegney, 2012).
 When did you realize that there was a disagreement during the conversation?

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During my conversation with the secretary/cleaner, I realized her frustrations arising
from exhaustion- the secretary implied that she as extremely exhausted from being
overworked. Her reaction, responses and the tone of her voice could indicate a
disagreement. The climax of our disagreement was reached when she clicked at me
and left without doing what I expected her to do. As her senior, I expected the
secretary to act show some respect and respond in a manner as anyone else would
obey the orders of her boss.
 Describe the bio-reactions that were experienced during the conversation
Due to the fact that this conversation arose from the problems of not taking care of bio cards,
the secretary and I had an argument related to this. It is obvious that the conversation had
biological implications such as professional health ethics (Abdin, 2013). Consequently, the
conversation has revealed a poor relationship between me and the secretary. It shows how
someone can be disgusted when he or she is faced with challenges of exhaustion or
overworking.
 How did the conversation end?
The conversation did not take long. In fact, the secretary failed to do as I instructed
her and because her time for going home had reached, she proceeded with her journey
back home leaving me behind with the problems of low bi-carbs in the machines.
B. Analyze the conversation by answering the following questions
 Using the four levels of the conversation meter, what level were you listening to? And
what level was the other person listening?
The two of us were listening and talking to each other and the fourth level of conversation
which is basically from personal feelings. This stage results from disclosure and

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acknowledgment of personal feelings (Bhatt, 2011). For example, I was worried about the
situation of the machines and at the same time, our secretary was worried about how she has
been overworked throughout the day. Listening is vital in all the levels of conversation. It is
important for every individual to listen carefully so that the conversation does not become
sour.
 What were the points of disagreement or alignment?
The conversation took a wrong direction because none of us was ready to take responsibility
for what was happening. I was assuming that the secretary failed to perform her duties
diligently not knowing that the lady was exhausted from the day's work. Similarly, the
secretary expected me to have known that she is tired and maybe arrange for the recruitment
of more people to relieve us of some duties. The fact here is that we did not understand each
other hence the disagreement (Rocha Menocal & Kilpatrick, 2014).
C. Reflection on how the conversation could improve my listening
 Listening differently moving up the conversation meter
Listening is a crucial element of any conversation. It is important that people in a
conversation take their time to listen to one another (Pyle, 2017). In this connection, we
would have raised the conversation meter so that we could understand each other.
Conversation meter would measure the closeness of our argument leaving a room for each of
us to listen carefully.
 What I have learned about accuracy and authenticity to be used to make the
conversation better

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Accuracy in conversation makes both parties involved in conversation listen to each other
and comprehends the feelings of each other (Prasad & Mishra, 2014). This is important
because each of us will reason properly and avoid conflicts of misunderstanding in
communication.

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References
Abdin, J. (2013). The Barriers of Communication & Guidance of Effective
Communication. SSRN Electronic Journal. doi: 10.2139/ssrn.1133343
Bhatt, R. (2011). Tips for Effective Communication Skills. Indian Journal
Of Applied Research, 3(1), 83-84. doi: 10.15373/2249555x/jan2013/33
Prasad, K., & Mishra, S. (2014). From Communication to Conversation.
International Journal Of Online Marketing, 4(4), 52-64. doi:
10.4018/ijom.2014100104
Pyle, A. (2017). Teaching PEACE: A plan for effective crisis communication
Instruction. Communication Teacher, 32(4), 209-214. doi:
10.1080/17404622.2017.1372598
Rocha Menocal, A., & Kilpatrick, K. (2014). Towards more effective peace
Building: a conversation with Roland Paris*. Development In Practice, 15(6), 767-
777. doi: 10.1080/09614520500296666
Tay, L., Ang, E., & Hegney, D. (2012). Nurses’ perceptions of the barriers in
Effective communication with inpatient cancer adults in Singapore. Journal Of
Clinical Nursing, 21(17-18), 2647-2658. doi: 10.1111/j.1365-2702.2011.03977.x