Chapter 24 Communication

Question 1

Communication

Answer 1

lifelong learning process

Builds relationships with patients, families, and multidisciplinary team members

Question 2

Communication and Interpersonal Relationships: Nurses express caring by-

Answer 2

• becoming sensitive to-self and others
• promoting and accepting the expression of positive and negative
• developing helping-trust relationships
• instilling faith and hope
• promoting interpersonal teaching and learning
• providing a supportive environment
• assisting with gratification of human needs
• allowing for spiritual expression

Question 3

Perceptual biases:

Answer 3

human tendencies that interfere with accurately perceiving and interpreting messages from others

Question 4

Levels of Communication:

Answer 4

Intrapersonal, interpersonal, transpersonal, small-group, public

Question 5

Intrapersonal communication:

Answer 5

powerful form of communication that occurs within an individual
-self-talk, self-verbalization, inner-thought

Question 6

Interpersonal communication

Answer 6

one-on-one interaction between a nurse and another person that often occurs face to face

Question 7

Transpersoanl communication

Answer 7

interaction that occurs within a person’s spiritual domain

Question 8

small group communication

Answer 8

interaction that occurs when a small number of persons meet

Question 9

public communication

Answer 9

interaction with an audience

Question 10

referent

Answer 10

motivates one person to communicate with another

Question 11

sender

Answer 11

the person who encodes and delivers the message

Question 12

receiver

Answer 12

the person who receives and decode the message

Question 13

message

Answer 13

the content of the communication

Question 14

channels

Answer 14

means of conveying and receiving messages through visual, auditory, and tactile senses
Ex. facial expression=visual

Question 15

Feedback

Answer 15

the message the receiver returns

ex. indicates the receiver understood meaning

Question 16

Interpersonal variables

Answer 16

factors within both the sender and receiver that influence communication
-another word is perception

Question 17

Environment

Answer 17

the setting for the sender-receiver interaction

Ex. provide privacy, and remove noise

Question 18

Verbal communication

Answer 18

uses spoken or written words

Question 19

Vocabulary in verbal communication

Answer 19

limit use of medical jargon to conversations with other health care team members improves communication

Question 20

Denotative and Connotative Meaning

Answer 20

denotative: words with several meanings
connotative: the shade or interpretation of the meaning of a word influenced by thoughts, feelings, or ideas

Question 21

Pacing in communication

Answer 21

speak slowly and clearly

Question 22

Intonation in communication

Answer 22

tone of voice

Question 23

Clarity and Brevity communication

Answer 23

simple, brief, and direct

Question 24

timing and relevance

Answer 24

best when a patient expresses an interest in communication

Question 25

nonverbal communication

Answer 25

includes the 5 senses and everything that does not involve the spoken or written word

Question 26

personal appearance

Answer 26

physical characteristics, facial expression, and manner of dress/grooming

Question 27

posture and gait

Answer 27

way of walking - forms of self expression | Reflects attitudes, emotions, self-concept, and health status

Question 28

facial expression

Answer 28

most expressive | convey emotions

Question 29

eye contact

Answer 29

maintaining eye contact shows respect and willingness to listen

Question 30

gestures

Answer 30

emphasizes, punctuate, and clarify the spoken word

Question 31

sounds

Answer 31

sighs, moans, groans, or sobs also communicate feelings/thoughts

Question 32

territoriality and personal space

Answer 32

need to gain, maintain, and defend one's right to space | -sense of identity

Question 33

symbolic communication

Answer 33

the verbal and nonverbal symbolism used by others to convey meaning

Question 34

meta-communication

Answer 34

broad term that refers to all factors that influence communication

Question 35

Phases of the helping relationship

Answer 35

1. Preinteraction phase: before meeting patient 2. orientation: when nurse and patient meet and get to know one another (1st interaction) 3. Working: work together to solve problems and meet goals 4. Termination: during end of relationship

Question 36

zones of personal space and touch

Answer 36

1. Intimate zone: 0-18 inches 2. Personal zone: 18inches-4feet 3. Social Zone: 4-12ft 4. Public Zone: 12 feet and greater 5. Zones of touch Social Zone: hands, arms, shoulders, back 6. Consent Zone of touch: Mouth, wrists, feet 7. Vulnerable Zone of touch: face, neck, front of body 8. Intimate Zone of touch: genitalia, rectum

Question 37

Elements of professional communication

Answer 37

courtesy, use of names, trustworthiness, autonomy and responsibility, assertiveness

Question 38

Autonomy

Answer 38

being self-directed and independent in accomplishing goals and advocating for others

Question 39

Assertiveness

Answer 39

allows you to express feelings and ideas without judging or hurting others

Question 40

Assessment

Answer 40

1. through the patient's eyes: values, preferences, backgrounds 2. Physical and Emotional factors: psycho-physiological factors influence communication 3. Developmental factors: patient's growth 4. Sociocultural factors: culture= thinking, feeling, behaving, communicating 5. Gender: influence how we think, act, feel communicate (men= less verbal)

Question 41

Nursing Diagnosis: causes of communication disorder

Answer 41

``` impaired verbal communication: anxiety social isolation ineffective coping compromised family coping powerlessness impaired social interaction ```

Question 42

Planning Diagnosis of communication disorder

Answer 42

- Goals and Outcomes: patient initiates conversation about health care problem, able to attend appropriate stimuli, etc - Setting Priorities: maintain open-line communication - Teamwork: ensure effective plan, collaborate with other staff members

Question 43

Therapeutic communication

Answer 43

techniques are specific responses that encourage the expression of feelings and ideas and convey acceptance and respect

Question 44

active listening

Answer 44

being attentive to what a patient is saying both verbally and non-verbally

Question 45

non verbal skills in attentive listening: SOLER

Answer 45

``` S= Sit facing the patient O= observe an open posture L= Lean toward the patient E= Establish eye contact R= Relax ```

Question 46

Therapeutic communication techniques :

Answer 46

active listening, sharing observations, sharing empathy, hope, humor, feelings, using touch, using silence, providing info, clarifying, focusing, paraphrasing, asking relevant questions, summarizing, self-disclosure, confrontation

Question 47

empathy

Answer 47

ability to understand and accept another person's reality, accurately perceive feelings, and communicate this understanding to the other

Question 48

non-therapeutic communication techniques:

Answer 48

asking personal questions, giving personal opinions, changing the subject, automatic responses, false reassurance, sympathy, asking for explanations, approval or disapproval, defensive responses, passive or aggressive responses, arguing

Question 49

sympathy:

Answer 49

concern, sorrow, or pity felt for a patient (more emotional)

Question 50

Communication techniques for the patient with special needs

Answer 50

environmental considerations, cultural understandings, picture boards

Question 51

Evaluation:

Answer 51

effectiveness of own communication: through patient's eyes patient outcomes

Question 52

Communication and Interpersonal Relationships:

Answer 52

-Developing communication skills requires an understanding both of the communication process and of one’s own communication experience. -The ability to relate to others is important for interpersonal communication. -Communication is the means to establish helping-trust relationships.

Question 53

Developing Communication Skills: you need to have

Answer 53

- critical thinking (best) - perseverance and creativity (identifying innovative solution) - self-confidence - fairness and integrity (listen to both sides) - humility (you don't have to know everything)

Question 54

Thinking is influenced by

Answer 54

perception: five senses, culture, education | perceptual bias

Question 55

You are invited to attend the weekly unit patient care conference. The staff discusses patient care issues. This type of communication is:

Answer 55

Small Group

Question 56

Forms of communication- Verbal aspects

Answer 56

- Vocabulary: denotative, connotative - Intonation: clarity and brevity - Pacing: timing and relevance

Question 57

Professional Nursing Relationships:

Answer 57

nurse-patient relationships nurse-family nurse-health team nurse-community

Question 58

Helping relationships serve as the foundation of clinical nursing practice. Contracts for a therapeutic helping relationship are formed during the

Answer 58

orientation phase

Question 59

types of communication

Answer 59

therapeutic, non-therapeutic, and adapting communication

Question 60

Adapting Communication Techniques go towards:

Answer 60

Patients who cannot speak clearly- marker board Cognitive impairment Hearing impairment- picture boards Visual impairment- Unresponsive- use touch Patients who do not speak English (or your language) -body language

Question 61

While admitting a patient, during the initial interview, a family member tells you, “My mom really means that she does not understand her medical diagnosis.” The communication form used by the family member is

Answer 61

Clarifying