CH 6 Therapeutic Communication Book Key Points Flashcards
Communication is the process people use to:
exchange information through verbal and nonverbal messages.
It comprises both the literal words or content and all the nonverbal messages (process), including body language, eye contact, facial expression, tone of voice, rate of speech, context, and hesitations that accompany the words.
To communicate effectively, the nurse must be skilled in the analysis of both content and process.
Therapeutic communication is an interpersonal interaction between the nurse and the client during which:
the nurse focuses on the needs of the client to promote an effective exchange of information between the nurse and the client.
Goals of therapeutic communication include:
establishing rapport, actively listening, gaining the client’s perspective, exploring the client’s thoughts and feelings, and guiding the client in problem-solving.
The crucial components of therapeutic communication are:
confidentiality, privacy, respect for boundaries, self-disclosure, use of touch, and active listening and observation skills.
Proxemics is concerned with:
the distance zones between people when they communicate: intimate, personal, social, and public.
Active listening involves refraining from:
other internal mental activities and concentrating exclusively on what the client is saying.
Verbal messages need to be:
clear and concrete rather than vague and abstract.
Abstract messages requiring the client to make assumptions can be misleading and confusing. The nurse needs to clarify any areas of confusion so that he or she does not make assumptions based on his or her own experiences.
Nonverbal communication includes:
facial expressions, body language, eye contact, proxemics (environmental distance), touch, and vocal cues. All are important in understanding the speaker’s message.
Understanding the context is important to the accuracy of the message. Assessment of context focuses on:
the who, what, when, how, and why of an event.
Spirituality and religion can greatly affect:
a client’s health and health care. These beliefs vary widely and are highly subjective.
The nurse must be careful not to impose his or her beliefs on the client or to allow differences to erode trust.
Cultural differences can greatly affect:
the therapeutic communication process.
When guiding a client in the problem-solving process, it is important that:
the client (not the nurse) chooses and implements solutions.
___ are essential to successful management of clients in the community.
Therapeutic communication techniques and skills
Assertive communication is:
the ability to express oneself in an open, direct way.
These skills are useful in resolving conflicts, solving problems, and expressing thoughts and feelings safely.
The greater the nurse’s understanding of his or her own feelings and responses, the better the nurse can:
communicate and understand others.
