Chapter 24

Question 0

Perceptual biases are

Answer 0

Human tendencies that interfere with accurately perceiving and interpreting messages.

Question 1

Communication is

Answer 1

A lifelong learning process.

An essential part of patient centered nursing care

Question 2

Lost some challenging communication situations

Answer 2

People who are silent
People who are sad
People with special needs
Angry people
Demanding people
Frightened people
Confused people

Question 3

Intrapersonal communication

Answer 3

Occurs within an individual

Question 4

Interpersonal communication

Answer 4

One on one interaction between a nurse and another person

Question 5

Transpersonal

Answer 5

Interaction within a spiritual domain

Question 6

Small group communication

Answer 6

Interaction with a small number of people

Question 7

Public communication

Answer 7

Interaction with an audience

Question 8

Referent

Answer 8

Motivates a person to communicate

Question 9

Sender

Answer 9

The person who encodes and delivers the message

Question 10

Receiver

Answer 10

The person who decides and and receives the message

Question 11

Message

Answer 11

The content of communication

Question 12

Channels

Answer 12

Means of conveying and receiving messages through visual, auditory and tactile senses

Question 13

Feedback

Answer 13

The message the receiver returns

Question 14

Interpersonal variables

Answer 14

Factors that influence communication (perception, educational background, emotion, gender, values)

Question 15

Environment

Answer 15

The setting for the sender-receiver interaction

Question 16

Verbal communication

Answer 16

Spoken or written words

Question 17

Connotative meaning

Answer 17

The interpretation of the meaning of a word based on thoughts, feelings or ideas

Question 18

Intonation

Answer 18

Voice or tone

Question 19

Symbolic communication

Answer 19

The verbal and nonverbal symbolism used to convey a meaning

Question 20

Metacommunication

Answer 20

All factors that influence communication

Question 21

Nonverbal communication (examples)

Answer 21

Personal appearance
Posture and gait
Facials eye contact
Gestures
Sounds
Personal space

Question 22

Four zones of personal space

Answer 22

Intimate zone (18inches)
Personal zone ( up to 4 feet)
Social zone (up to 12 feet)
Public zone (12 feet +)

Question 23

Four zones of touch

Answer 23

Social zone (no permission needed:arms, shoulders)
Consent Zone (permission needed: mouth, feet)
Vulnerable zone (special care needed: face, neck, front of body)
Intimate zone (great sensitivity needed: genatalia, rectum)

Question 24

Phases of the helping relationship

Answer 24

1: preinteraction phase: before meeting the patient here you review data, anticipate concerns or issues 2: Orientations phase: getting to know the patient where you closely observe them, assess health status & form contracts with them 3: working phase: working with the patient to solve problems where you encourage expression, set goals, provide therapeutic communication and privacy 4: termination phase: end of the relationship where evaluate goals, achieve a smooth transition

Question 25

Explain the nurse-patient relationship

Answer 25

Assume the role of a professional experience and get to know the patient as an individual

Question 26

Explain the nurse-healthcare team relationship

Answer 26

Requires communication with all disciplines. Communication must be frequent and clear because breakdowns in communication cause injury

Question 27

Explain the nurse-family relationship

Answer 27

Requires additional understanding of the family dynamic, needs and their relationship

Question 28

Explain the nurse-community relationship

Answer 28

You must establish relationships with the community to be an effective change agent. It involves awareness of language, nonverbals, and respect for cultural influences

Question 29

Elements of professional communication

Answer 29

``` Courtesy Use of names Trustworthiness Autonomy Assertiveness ```

Question 30

Autonomy

Answer 30

Self-direction and independence in accomplishing goals and advocation for others

Question 31

Assertiveness

Answer 31

Allows you to express feelings and ideas without hurting others

Question 32

Gender differences in communication

Answer 32

Men: less verbal but more likely to initiate conversations and address issues directly Women: disclose more personal information and use more active listening and encourage conversation to continue

Question 33

The primary diagnosis used to describe a patient with limited or no ability to communicate is

Answer 33

Impaired verbal communication

Question 34

Define characteristics for the impaired verbal communicative patient

Answer 34

Inability to articulate, inappropriate verbalization, difficulty forming words and comprehending them

Question 35

Contributing factors to impaired verbal communication

Answer 35

Anxiety Social isolation Powerlessness

Question 36

List goals for a patient with impaired verbal communication

Answer 36

Patients initiates conversation Patient appropriately responds to stimuli Patient conveys clear and understandable messages Patient experiences increased satisfaction with the communication process

Question 37

Active listening

Answer 37

Being attentive to what the patient is saying. S (sit facing the patient) O (open posture) L (lean toward the patient) E (eye contact) R (relax)

Question 38

Communication with someone who cannot speak clearly

Answer 38

Listen attentively Simple questions Use visual cues Allow time for understanding and questions

Question 39

Communication techniques for people who are cognitively impaired

Answer 39

Simple sentences Ask one question at a time Attentive listening Allow time for patient response

Question 40

Communication with people who are hearing impaired

Answer 40

``` Reduce background noise Check for hearing aids Face the patient Speak at a normal volume Rephrase rather than repeat ```

Question 41

Communication techniques for visually impaired people

Answer 41

Check for glasses Identify yourself Avoid light glares

Question 42

Communication techniques for unresponsive patients

Answer 42

Call patient by name Communicate verbally and through touch Speak to patient even if they cannot hear you Explain everything

Question 43

Communication techniques for patients who do not speak English

Answer 43

Speak to patient in a normal tone Request an interpreter Use a communication board with pictures Translate words for basic requests