Chapter 18 - Communication&Therapeutic Relationships (Week 5 Quiz) Flashcards
T or F: The Joint commision National Pt Safety goal is to improve patient safety by improving communication among caregivers.
True. Perf standards also state the pt has the right to receive effective, understandable information.
Communication is….
Box 18-1
Sharing or transmitting thoughts or feelings
A way to meet physical, psycho-social, emotional and spiritual needs.
A process - the act of sending receiving interpreting and reacting to a message.
Content - actual subject matter words gestures and substance of the message.
It may be verbal or non verbal
Forms the basis for sharing meaning and building effective working relationships among individuals, families, and the healthcare team.
It involves talking and listening.
Communication occurs on three levels (p.352)
- __________ communication - conscious internal dialogue aka self-talk.
- _______ communication - between 2 or more people.
- _____ communication - you engage in exchange of ideas with two or more individuals at the same time.
- _____ ______ - when a speaker addresses a large group.
- INTRApersonal (can be negative or positive). Can affect your ability to perform a task - like taking a test….
* *INTRA means on the inside - INTERpersonal (inter = intersection = between you and others) - usually between 2 or more people. This is the form of communication used by us to complete a pt interview/assessment.
- Group - you may be thinking interpersonal and group seem like the same thing. The difference is the way in which communication takes place. Interpersonal is more “personal” whereas group is more formal.
http: //www.positionignition.com/blog/2014/2/27/differences-between-interpersonal-skills-and-communication-s.html - Public speaking
Communication involves content and process. Content of communcation is the actual subject matter/words/ gestures/and substance of a message. The Process refers to the act of sending/receiving/interpreting and reacting to a message. Why are both of these necessary?
Example:
Content: A patient (the message SENDER) says, “I slept through lunch.”
What does the pt mean by this???? What encoding (tone, gestures, symbols) did the patient use to transmit the message?
You must process the information (receive and decode) by paying attention to all forms of communication (verbal and non verbal) plus have an understanding of the person’s nature to get WHY the patient said this and WHAT they mean by it.
Was he mad about? Surprised? What does his face say? Did he yell it? etc.
This is the process….. encoding and decoding what the purpose/point is in the statement by the pt.
Effective messages are…..
complete, clear, concise, organized, timely, and expressed in a manner that the receiver can understand. (To the point!)
The _____ is the medium used to send the message.
Channel
Can be face to face Written pamphlets audiovisual aids recordings telephone and text messages Touch (touching someone's hand and sitting quietly may convey caring more than words)
The ______ of a message is the listener, observer, interpreter.
receiver (you when someone speak to you)
To avoid miscommunication, confusion and misinterpretation you should give the sender (the person speaking to you) ________.
Feedback - it validates that you (the receiver) received the message and understood it as the sender intended it. In other words, “so what I think you are saying it…..” etc.
When speaking to others, what should you take into consideration about them?
education level (if the person has a limited vocab, you should not speak over their head. They may feel too embarrassed to ask questions. Make sure you speak on their level without being condescending. Always ask if they have questions and encourage them to ask questions!)
culture
language (if the person is not fluent in English, get a translator. Again, they may be intimidated and too fearful to ask for help)
age (would you speak to a child the same as a 45 year old adult?)
etc.
Denotation is the _____ meaning of a word.
Connotation is the ______ or _____ meaning of the word.
denotation = literal meaning (Baby, don’t cry. Mama is here)
connotation = implied or emotional meaning. You know the old saying, it’s not what you said it’s how you said it?
Ex:”Don’t cry baby! Grow up!” < baby is meant as an insult. “Hey baby, you look hot!”
Why is pacing important?
Pacing is the speed/rhythm of the convo. If you don’t pause in between ideas/statements, you don’t allow the other person to add to the convo nor interpret what you are saying.
“God gave us two ears and one mouth so we can listen twice as much as we speak.”
If someone talks to me endlessly I drift off. Conversations should be like volleyball or tennis….ball goes back and forth!
p.354-355
T or F: Clarity and brevity creates a clear and concise conversation that holds the interest of all parties and conveys the intended message.
True.
Clarity forces you to use words that convey intended meaning; ensure that your body language and words match!
Brevity keeps it brief and to the point.
My English professor calls it word economy. Don’t use fluffy words to “sound” a type of way….just say what you mean and be direct.
Why is timing and relevance so important?
Timing/relevance:
If someone just told you that your house is on fire, will you be able to process a conversation about your car payment being due?
Timing
If a patient has just been told they have stage IV cancer, will they be ready to discuss their treatment options? Maybe, maybe not. It is your job to assess the scene?
T or F: Communication is more effective when both parties value the interaction and find the discussion relevant.
True
Your ______ depends on a pattern of honest and timely response to patient concerns, as well as congruence between your verbal and nonverbal communication.
credibility
If you make empty promises, lie, do not produce what you say…no one will have faith in you or believe in you…
Do not say things to make yourself or pt feel better. Telling them they results may be wrong, and they are not going to die, gives them false hope. It’s better to offer up counseling or the chaplain to speak with them about the diagnosis.
Why is humor important? Why must you use it with caution?
- Humor and laughter can have a positive influence on attitude and healing; can create physiologic changes that contribute to well-being and provide emotional release.
- Humor is subjective. What is funny to some may be offensive to others. Never make mean jokes, if you have to hurt others to make the joke it’s not funny. Do not joke about the disease, treatment or direct the joke at the patient.