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The Ins And Outs Of Change Of Shift Handoffs Between Nurses: A Communication Challenge, John S. Carroll, Michele Williams, Theresa M. Gallivan
The Ins And Outs Of Change Of Shift Handoffs Between Nurses: A Communication Challenge, John S. Carroll, Michele Williams, Theresa M. Gallivan
Michele Williams
Background: Communication breakdowns have been identified as a source of problems in complex work settings such as hospital-based healthcare. Methods: The authors conducted a multi-method study of change of shift handoffs between nurses, including interviews, survey, audio taping and direct observation of handoffs, posthandoff questionnaires, and archival coding of clinical records. Results: The authors found considerable variability across units, nurses and, surprisingly, roles. Incoming and outgoing nurses had different expectations for a good handoff: incoming nurses wanted a conversation with questions and eye contact, whereas outgoing nurses wanted to tell their story without interruptions. More experienced nurses abbreviated their reports …
A Voice Is Worth A Thousand Words: The Implications Of The Micro-Coding Of Social Signals In Speech For Trust Research, Benjamin Waber, Michele Williams, John Carroll, Alex Pentland
A Voice Is Worth A Thousand Words: The Implications Of The Micro-Coding Of Social Signals In Speech For Trust Research, Benjamin Waber, Michele Williams, John Carroll, Alex Pentland
Michele Williams
While self-report measures are often highly reliable for field research on trust (Mayer and Davis, 1999), subjects often cannot complete surveys during real time interactions. In contrast, the social signals that are embedded in the non-linguistic elements of conversations can be captured in real time and extracted with the assistance of computer coding. This chapter seeks to understand how computer-coded social signals are related to interpersonal trust.