ATI FUNDAMENTALS- COMMUNICATION

Question 1

communication

Answer 1

The process of sending and receiving information. Dynamic interactions between people and their environment using a process that involves celebration (thinking), cognition, hearing, speech production, and motor coordination.

Question 2

HOW IS INFO SHARED

Answer 2

between the sender and receiver through verbal connection, body language, emotions, and the use of technology or other equipment

Question 3

SHANNON-WEAVER COMMUNICATION MODEL

Answer 3

1948
ONE OF THE FIRST MODELS
TECHNICAL COMMUNICATION MODEL
VERY LINEAR

Question 4

6 steps of the SHANNON-WEAVER COMMUNICATION MODEL

Answer 4

sender- one who starts
encoder- means of transmission
channel- how it is transmitted- phone line
decoder- signal back to message
receiver - receives message
noise- environmental distractor

Question 5

Schramm’s model

Answer 5

modified the Shannon-Weaver model to show three main components: the sender, the receiver, and the message.

suggests that communication is an engaged process where the sender and receiver send messages back and forth and receive feedback.

Question 6

THEODORE NECOMB’S MODEL
ABX MODEL

Answer 6

explored the topic from a social standpoint and examined the role communication plays in society

Three components: sender, receiver, and topic.

Question 7

WHAT MADE THE ABX MODEL DIFFERENT

Answer 7

this model does not have a separate placeholder to represent the message, just arrows showing the back and forth exchange. The topic (X in the model) can represent several subjects and can even be another person

Question 8

DAVID K BERLO’S MODEL
SMCR MODEL

Answer 8

comprised of a Sender-Message-Channel-Receiver.

This model is a one-way process and does not include any feedback or cyclical processes like many other communication models.

EX INSTRUCTIONAL VIDEO

Question 9

CHANNEL

Answer 9

The method or medium used to deliver a message.

Question 10

WHAT HELPS SHAPE COMMUNICATION EFFECTIVENESS

Answer 10

TONE
EMOTIONAL TRIGGERS
VERBAL AND NONVERBAL LANGUAGE

Question 11

FIVE LEVELS OF COMMUNICATION

Answer 11

VERBAL
PHYSICAL
AUDITORY
ENERGETIC
EMOTIONAL

Question 12

When attempting to understand nonverbal communication, the nurse must take what into consideration

Answer 12

culture, age, language, physical deficits, and developmental levels

Question 13

therapeutic communication

Answer 13

Techniques used to improve communication, such as active listening.

enhance communication skills, prevent mistakes through miscommunication, and foster better relationships with clients and team members.

Question 14

auditory communication

Answer 14

What message the receiver hears.

includes the speed and tone of voice that the receiver perceives.

Question 15

what can affect auditory communication

Answer 15

many factors, such as physical and intellectual disabilities or outside disruptors like noise from medical equipment. If the client does not participate in the discussion, there may be a barrier that prevents the client from hearing the nurse or causes a misunderstanding.

Question 16

emotional communication

Answer 16

A form of communication that expresses feelings and emotions.

refers to the speaker’s emotional state when conveying a message. This emotional state can be transferred to the receivers and will affect how the message is accepted

Question 17

Energetic Communication

Answer 17

refers to how the person projects themselves. For example, an actor who has a remarkable stage presence and a physician who is perceived as cold and unsympathetic can be viewed differently despite providing the same information

Question 18

empathy

Answer 18

Ability to understand the feelings of another.

Question 19

complementary health techniques

Answer 19

ex: heartmath
teaches clients the connection between emotions and the electrical communication between the heart and brain, to improve health. This technique uses biofeedback through monitoring devices to teach the client how the heart’s electrical impulses are affected by positive and negative emotions.

Question 20

bioelectric energy

energetic communication component

Answer 20

exists in the body and how that energy affects health and communication. Many providers state that a client’s emotional state affects physical health status. This is tied to the effect emotions have on the electrical impulses in the body.

Question 21

What is the difference between verbal and auditory communication?

Answer 21

Verbal communication is what the sender said, while auditory communication is what the receiver heard. In theory, these two types of communication should have the same message, but often they do not. A variety of communication barriers can affect the message of what one said to what another hears.

Question 22

four modes of communication:

Answer 22

verbal, nonverbal, electronic, and written.

Question 23

Verbal communication commonly refers to

Answer 23

oral communication. This mode can occur through face-to-face communications and via telephone.

Question 24

baby boomers commonly prefer what mode of communication

Answer 24

verbal

Question 25

Depending on the age, culture, and socioeconomic background of the client, electronic communication methods may be

Answer 25

underused or viewed as uncompassionate and lacking a personal connection

Question 26

Nonverbal communication is

Answer 26

body language. Actions such as eye contact, facial gestures, posture, and overall appearance send messages to the receiver in addition to what the sender is saying. These messages may support or contradict what is being said in the verbal mode of communication.

Question 27

why do Many people who value face-to-face communication appreciate being able to perceive the nonverbal communication from the speaker

Answer 27

because it can provide emotional feedback.

Question 28

nonverbal cues can also lead to

Answer 28

confusion and misunderstandings, depending on the sender’s competence with face-to-face interactions and the receiver’s ability to interpret.

Question 29

electronic communication

Answer 29

This mode includes email, texting, video conferencing, and social media. This technology can allow health care team members to communicate with each other and their clients more efficiently, but also can lead to privacy violations, mistakes from typographic errors, and distractions.

Question 30

the joint commision requires the use of

electronic communication

Answer 30

secure messaging when transmitting client information to help maintain client confidentiality and reduce Health Insurance Portability and Accountability Act (HIPAA) violations.

Question 31

According to the HIPAA Security Rule, any electronic communication containing PHI must have the following safeguards:

Answer 31

each user must have a personalized login that can be monitored, the system must have an automatic logoff function if left unattended, and PHI sent as attachments must be indecipherable if intercepted.

Question 32

The Health Insurance Portability and Accountability Act, also known as the Privacy Act, legislation is to protect insurance coverage and private information of clients. Its purpose is to

Answer 32

protect client privacy and personal health information from security breaches, particularly electronic data. It was established by the federal government with the goal of making health care more efficient. Established in 1996 to reduce fraud and deter inappropriate use of client health care information.

Question 33

Written communication

Answer 33

includes electronic communication and can be in the form of a letter, handwritten or typed, or an email or computer-based post. These modes of communication lack the nonverbal cues that face-to-face interactions possess, leading some users to view them as detached.

Question 34

lack of body language and nonverbal cues in written communication can make it difficult for the recipient to

Answer 34

determine tone and may lead to misunderstandings even if the sender resorts to the use of emoticons and avatars to represent emotions.

Question 35

shortcomings to written communication

Answer 35

include the receiver’s need to be able to read the words. Literacy, language differences, and visual impairments may all present a barrier to effective written communication.

Question 36

A postoperative care nurse is teaching a 76-year-old client who had cataract surgery about how to administer their eye drop medication after discharge. Which of the following forms of communication should the nurse use for this client?

A
Verbal

B
Nonverbal

C
Electronic

D
Written

Answer 36

a

Question 37

Much like the various forms and modes of communication, the tone and style of communication affect

Answer 37

how a message is received and understood.

Question 38

communication styles

Answer 38

passive, assertive, and aggressive. Some models also include a fourth type, referred to as passive-aggressive.

Question 39

the most effective communication style is

Answer 39

assertive, due to its cooperative and straightforward style. The other three types tend to take the focus from the message being sent and place it on either the sender or receiver. This approach can hinder open communication and lead to misunderstandings.

Question 40

passive communication points

Answer 40

conflict avoidance
anxious
hesitates to stand up for self
common in novice nurses to provider/authority due to lack of confidence

Question 41

Assertive Communication

Answer 41

most effective because they communicate clearly and honestly. They advocate for their opinions, rights, and needs without violating the rights of others. Assertive communication is fundamental for good communication, mental health, and healthy relationships.

honest and clear communication
advocates for self
uses i statements

Question 42

aggressive communication

Answer 42

uses you statements
verbally abusive
controlling
interruptive
blame receiver
antagonistic/hostile when challenged
quick to react

Question 43

passive agressive communication

Answer 43

acts out anger in indirect way
feels powerless and resentful
sarcastic
passive on the surface
subtle, indirect, secretive anger
rarely interrupts
says will do but doesn’t
ignores call light

Question 44

A nurse manager is precepting a newly licensed nurse. At the end of the day, the nurse manager tells the newly licensed nurse, using a condescending tone and facial expression, that she did a good job considering her newness. Which of the following types and modes of communication are occurring here? (Select all that apply.)

A
Passive

B
Aggressive

C
Passive aggressive

D
Verbal

E
Nonverbal

Answer 44

c d e

Question 45

factors influencing communication

Answer 45

Cognitive, intellectual, or developmental deficits, such as dementia, Down syndrome, and autism spectrum disorder (ASD)

Question 46

what can influence one’s ability to effectively communicate a message

Answer 46

Physical deficits, such as hearing loss; cultural differences; language barriers; and environmental factors like a noisy emergency department

Question 47

dementia

Answer 47

A cognitive disorder that can impair communication ability due to language and memory changes

Question 48

down syndrome

Answer 48

A developmental disorder that can cause physical, cognitive and communication deficits.

Question 49

Nursing is often faced with a lack of available staff and time constraints. As a result

Answer 49

many nurses try to focus on what they believe to be the most important client care tasks while other aspects of client care, such as providing emotional support, may be overlooked.

Question 50

The Hearing Loss Association of America suggests

Answer 50

clients and providers use a communication access plan to help determine what the client needs to communicate effectively.

Question 51

what does a communication access plan offer

Answer 51

strategies for hearing-impaired clients, such as face-to-face communication, communication in writing, or using an assistive device. Strategies such as varying volume and slowing speech to accommodate for a client’s hearing impairment and environmental distractions can be useful.

Question 52

autism spectrum disorder (ASD)

Answer 52

A developmental disorder that can cause barriers in social interaction and communication.

Question 53

Clients who have developmental and cognitive factors influencing their communication abilities may

Answer 53

be distracted by an environment that is very noisy or bright, more so than clients without these deficits.

Question 54

how can you enhance communication with developmental or cognitive factors

Answer 54

by giving short, directive instructions that are clear and free from slang, medical terminology, or abstract imagery.

Question 55

Physiological issues and disease processes can also affect cognitive function, such as

Answer 55

poorly controlled chronic pain, Parkinson’s disease, and multiple sclerosis.

Question 56

Environmental factors such as (blank) can hinder the connection between nurse and client and act as a distraction

Answer 56

excessive noise, extreme temperatures, poor or too bright lighting, and other elements that can make those trying to communicate uncomfortable

Question 57

outside interferences such as (blank) are detrimental to effectively sharing a desired message.

Answer 57

the use of social media or texting during communication sessions

Question 58

situational issues that can hinder effective exchange

Answer 58

issues that cause strong emotions, such as fatigue, anxiety, and fear

Question 59

Cultural and demographic factors include many influences that can enhance or hinder communication

Answer 59

A client’s language, religion, sexual orientation, age, and gender can all affect the way communication occurs. The nurse’s cultural competency or biases influence this communication as well.

Question 60

health care itself is affected by

Answer 60

institutional racism, resulting in inequitable access to care and minorities being underrepresented among professional caregivers.

Question 61

Sexual orientation may influence communication among health care providers and clients

Answer 61

Some clients may fear disclosing this information, especially transgender clients, who research states tend to receive less support due to health care providers’ lack of education about lesbian, gay, bisexual, transgender, and queer (LGBTQ) topics

Question 62

You are the nurse for a 10-year-old client who has ASD. What communication skills and actions can you use to make the environment more comfortable for them?

Answer 62

You could be sure they are in a room farther away from the nurses’ station and entryways so it will be quieter. You could use bedside lighting rather than the overhead fluorescents. You should give short, clear instructions before actions, such as “Please give me your hand so I can check your IV.” You could also speak with their caregiver, if possible, to see where their communication deficits are and what behaviors they respond best to.

Question 63

how do nurses use therapeutic communication

Answer 63

use listening skills, empathy, and a desire to build a professional relationship with the client to provide holistic and patient-centered care.

Question 64

nontherapeutic communication results in

Answer 64

misunderstandings, poor patient care, and decreased patient satisfaction.

Question 65

nontherapeutic communication

Answer 65

Techniques that hinder communication, such as stating the person is wrong.

Question 66

these three characteristics are often described as the cornerstones of a therapeutic relationship

Answer 66

Communicating a compassionate, caring, and empathic attitude toward clients is an expected skill in nursing.

Question 67

Jean Watson’s Theory of Human Caring embodies the key components of therapeutic relationships:

Answer 67

being authentic, protecting human dignity, and practicing loving-kindness

Question 68

The 10 Caritas Processes, or caring practices,

Answer 68

serve as guidelines for the nurse to develop these caring relationships with clients and colleagues. Utilizing these guidelines can help the nurse make each client encounter a “heart-centered encounter” or “healing moment”.

Question 69

The nurse-client relationship can be defined by four phases, originally identified by Hildegard Peplau in her Theory of Interpersonal Relationships, as

Answer 69

orientation, identification, exploitation, and resolution/termination.

Question 70

The orientation phase is

Answer 70

the initial phase in which the client reaches out to the nurse or other health care provider for help.

Question 71

Identification occurs when

Answer 71

the two establish a mutually respectful relationship.

Question 72

Exploitation is

Answer 72

the active phase of the relationship where the nurse educates the client to change the situation or behavior.

Question 73

In the final phase, resolution or termination,

Answer 73

the client has had the issue resolved and the relationship between the nurse and client is terminated until the next event.

Question 74

the nurses role in developing relationships

Answer 74

the nurse acts as a guide to help the client receive the needed care.

Question 75

Therapeutic Communication Techniques to improve the nurse-client communication

Answer 75

Examples include using silence, engaging in active listening, asking open-ended questions, accepting, giving recognition, restating, summarizing, and reflecting.

Question 76

In active listening, the nurse considers

Answer 76

both the client’s verbal and nonverbal messages to understand the true meaning of the exchange. This technique requires each participant to focus on the speaker, rather than planning what the listener will say next.

Question 77

Asking open-ended questions encourages communication between the nurse and client because

Answer 77

it requires more interaction than a simple yes or no answer.

Question 78

the use of silence gives both the nurse and client a chance to absorb the conversation and determine what should be discussed next. Using silence encourages

Answer 78

the client to disclose more information, reduces the physical space between the nurse and client, and focuses on a topic area to learn more. It is recommended the nurse allow the client to choose the topic and be the one to break the silence.

Question 79

Restating, paraphrasing, and summarizing all require

Answer 79

the nurse to repeat the message back to the client to ensure there was no misunderstanding between the participants. This gives the client a chance to clarify if the nurse misheard or misunderstood.

Question 80

Active listening and restating are helpful to

Answer 80

clarify what has been said.

Question 81

restating

Answer 81

A therapeutic communication technique where the receiver summarizes or paraphrase the message back to the sender to ensure understanding.

Question 82

reflection

Answer 82

is comparable to restating, but instead of repeating the client’s message back to them, the nurse attempts to reveal the client’s feelings behind the message.

Question 83

Reflection is used most often when

Answer 83

clients are asking for advice or the nurse’s opinion about a topic

Question 84

Other therapeutic communication techniques a nurse can use include

Answer 84

accepting, which is acknowledging that the nurse has heard and understood the client; giving recognition of changes without compliments, which can be seen as bias; and offering to spend time with the client by simply sitting with them.

Question 85

what happens When there is an understanding of each team member’s worth and role

Answer 85

interprofessional cooperation improves, leading to better communication, improved client outcomes, less duplication of work, and fewer errors.

Question 86

The Interprofessional Education Collaborative created

Answer 86

competencies to direct and support the cooperative effort among different providers. Many of the competencies are similar to those required to form a therapeutic relationship with clients.

Question 87

IPEC asks health care providers to

Answer 87

have mutual respect, to understand one’s own role and that of their colleagues, to communicate with clients and each other in a manner that is timely and focused on prevention, and to support positive teamwork.

Question 88

The four core competencies are

Answer 88

to work with each other respectfully, to work together utilizing each other’s knowledge to care for clients and promote health, to communicate effectively as a team to promote clients’ health, and to use effective dynamics and values within the team to develop and use client-centered care and health promotion policies.

Question 89

motivational interviewing (MI)

Answer 89

Communication strategy that empowers the receiver to make positive changes.

Question 90

OARS

Answer 90

Mnemonic for motivational interviewing techniques: Open-ended questions, Affirmations, Reflective listening, Summarizing.

Question 91

affirmations

Answer 91

Positive comments that help build the receiver’s confidence.

Question 92

open ended questions

Mi uses four main therapeutic techniques described by OARS:

Answer 92

allow the client to disclose more information. Strategies such as asking the client “Tell me more about…” rather than “Why did you…” tend to be perceived as less judgmental.

Question 93

Affirmations

Mi uses four main therapeutic techniques described by OARS:

Answer 93

are statements that encourage the client, such as “You did very well with your food diary this week”.

Question 94

reflective listening

Mi uses four main therapeutic techniques described by OARS:

Answer 94

restates what the client said, encouraging clarification of feelings, such as “So you are worried that you will get diabetes like your mother”.

Question 95

summarizing

Mi uses four main therapeutic techniques described by OARS:

Answer 95

seeks to ensure understanding by paraphrasing what the client said, such as “Your mother also had diabetes”.

Question 96

individual communication

Answer 96

A client dealing with a recent diagnosis of diabetes mellitus (DM) might benefit more from individualized communication about the next steps in the treatment plan, rather than attending a group presentation on DM.

Question 97

group communication

Answer 97

clients who need continued education and support might find group communication, such as community classes or support groups, valuable

Question 98

Examples of nontherapeutic communication techniques include

Answer 98

not listening or rejecting what the client is saying, being critical, trying to reassure the client by dismissing concerns, and giving advice

Question 99

nontherapeutic communication can result in

Answer 99

increased stress in the client; a poor relationship with the nurse; and, ultimately, a poor outcome.

Question 100

telling a client what they should do is often seen as

Answer 100

belittling and disrespectful. Rejecting or disagreeing with the client may result in defensiveness or stop the communication altogether.

Question 101

Probing is

Answer 101

another nontherapeutic technique that may cause the client to cut off communication, especially if the topics being asked about are not viewed as relevant to the client.

Question 102

changing the subject can hamper communication because

Answer 102

the client might see the exchange as one-sided and that the nurse does not genuinely care for them.

Question 103

The nurse uses active listening to demonstrate attentiveness when talking with Ms. Hutchison. Which of the following actions should the nurse take when using this therapeutic communication technique? (Select all that apply.)

A
Sit facing the client

B
Use a closed posture

C
Make eye contact with the client

D
Take notes on the client’s comments

E
Minimize distractions

Answer 103

a, c, e

Question 104

Reflect on a time when someone wanted to talk with you about a concern. Drawing on your past experiences, what are some techniques you can use to help your clients communicate their feelings?

Answer 104

To help clients communicate their feelings or concerns you should use therapeutic communication techniques including active listening, asking relevant questions, providing information, and silence. It is also helpful to share your observations about the situation, show empathy, and instill hope.

Question 105

When talking with Mr. Toledo about his concerns, which of the following statements should the nurse make to demonstrate therapeutic communication?

A
“Why do you feel that you’re having a nervous breakdown?”

B
“I’m so sorry that you feel as if you don’t have anyone.”

C
“Losing someone is hard. I think you should try to plan activities with other people you know.”

D
“Tell me more about what you mean when you say you don’t think you can do this.”

Answer 105

d

Question 106

communication barriers

Answer 106

Language differences, cultural diversities, speech or hearing impairments, developmental or cognitive disorders, medication effects, effects of recreational drugs, emotional distress, and environmental factors

Question 107

The use of a qualified medical interpreter is

Answer 107

a strategy to overcome this communication barrier and, as of 2000, is mandated for any health care facility that receives federal funding (Medicare or Medicaid reimbursement).

Question 108

The Department of Health and Human Services, Office of Minority Health developed and revised

Answer 108

the National Cultural and Linguistic Appropriate Services (CLAS) standards for all health care facilities to follow.

Question 109

client does not make eye contact, folds arms across chest. which form of communication are they using
a. auditory
b. nonverbal
c. emotional
d. energetic

Answer 109

b

Question 110

client tells nurse thank you for telling them something they didn’t know. this is an example of:
a. sender
b. channel
c. feedback
d. receiver

Answer 110

feedback

Question 111

which action would enhance learning
a. ensure room is well lit
b. have soft music playing
c. distribute samples during teaching
d. talk softly

Answer 111

a

Question 112

which is motivational interviewing
a. what is making you feel sad
b. why do you keep eating fast food if you want to lose weight
c. have you always struggled with depression
d. do you have any health problems

Answer 112

a

Question 113

if you speak and the client continues watching tv at a loud volume, which should you do
a. go check on other clients
b. ask why they are ignoring you
c. repeat question louder
d. lower tv volume

Answer 113

d

Question 114

when a nurse provides instructions during a follow up phone call, which component of the shannon weaver communication model is the nurse demonstrating
a. receiver
b. sender
c. channel
d. decoder

Answer 114

b

Question 115

when a nurse instructs a client regarding heart healthy activities, which phase are they representing in the nurse-client relationship
a. identification
b. orientation
c. exploitation
d. resolution

Answer 115

c

Question 116

which strategy should the nurse implement when communicating with a client that has dementia
a. explain in detail
b. turn on overhead lights when speaking
c. speak in loud voice
d. speak clearly and slowly

Answer 116

d

Question 117

which action should the nurse take when planning to reconcile meds for a client that speaks a different language
a. ask a staff member to interpret
b. ask family member to interpret
c. use app to translate
d. request facility interpreter

Answer 117

d

Question 118

which method should a nurse manager use to introduce a new scheduling policy to the staff
a. send email
b. schedule face to face
c. place a copy on bulletin board
d. leave voicemail on staff’s phone

Answer 118

b

Question 119

what factor is influencing a client to request to have their last rites before they die
a. cultural
b. developmental
c. environmental
d. physiological

Answer 119

a