Chapter 3: Verbal Communication (Lessons 3 & 4) Flashcards
Language
-a system of human communication using a particular form of spoken or written words
-helps us understand others wants, needs, desires
Semantic Rules
-the “dictionary definition” of the word
-meaning can change based on context
-spoken or written words (documentation)
Syntactic Rules
-govern how we help guide the words we use
-using grammar, structure, punctuation to effectively convey our ideas
-broken English
-ie. Yoda language
Pragmatic Rules
-help us interpret messages by analyzing the interaction altogether
-consider words used, how they are stated, our relationship with the speaker, communication objectives
-often based on culture and experience
Denotative Meaning
-the main/dictionary meaning
-most people are familiar with and can agree on the understanding
-not including feelings and ideas that people may connect with that word
Connotative Meaning
-subjective definition
-the emotion or feeling that is evoked by a word and accompanies its literal meaning
-cultural background
-how experiences change the way we interpret words
-ie. Respect is different for everyone
Colloquialisms
-a word or phrase that is not formal or literary
-ie. y’all
Jargon
-words or expressions used by a group that are difficult for others to understand
-ie. saying “I am taking your BP” can have negative connotation, use check/measure instead of take
Slang
-informal words or phrases
-ie. slay, bruh
Idioms
-words that mean something different from how they sound
-ie. once in a blue moon
Non-Judging
-aware of judgement and reactions to inner and outer experiences
-be observant
Patience
-accept that sometimes things must unfold in their own time
Beginner’s Mind
-approach situations as if you are encountering them for the first time
-realizing you don’t need all the answers
Trust
-trusting yourself
-taking responsibility for your actions
Non-Striving
-not forcing certain results to happen
Acceptance
-accepting things as they are without denying or trying to change things
Letting Go
-be willing to let go of things that prevent you from living in the moment
-bad days happen, don’t take work home with you
Advocacy
-support your clients
-mistakes and misunderstandings happen so you need to stick up for clients
Clinical Judgement
-the process by which nurses make decisions based on nursing knowledge, other disciplinary knowledge, critical thinking, clinical reasoning
Equivocal Language
-words that have more than one commonly accepted definition
-clarify the meaning
-communicate with intent
-ie. describing bowel movements
Abstraction
-language that is vague and unclear
-don’t use “seems” and “appears”
-we need to be specific
-ie. “Andrea is always anxious” vs. “Andrea is always anxious when…”
Concrete Words
-tangible items, things you can count on, touch, name, identify in time
Inferences/Biases/Assumptions
-shows preference in favour of or against a certain point of view
-may influence how we see others and how we communicate with them
Word Choice
-careful with how people interpret words
-ie. cheap vs. thrifty or guys vs. folks
‘It’ and ‘But’ Statements
-can be inflammatory
-ie. saying “the patient fell on the floor but…” the person only hears patient fell on the floor
‘I’ vs ‘You’ vs ‘We’ Language
-careful how you use these
-ie. don’t say “we are going to take a bath”
Closed Ended Questions
-leave the only options to answer ‘yes’ or ‘no’
-ie. did you make it to class today?
“I” Language
-a statement that describes the speakers reaction to another persons behaviour without making judgements about the behaviours worth
-don’t say “I wish you…” or “I would appreciate if you would…”
-say “I apologize for… what can I do to make things right?”
Fact-Opinion Confusion
-occurs when inferences or assumptions are presented as facts
-ie. “she is mean” or is there just something that is making her seem mean
Inference
-a conclusion that is arrived at from an interpretation of evidence
Euphemisms
-a indirect word or expression substituted for one considered to be too harsh or blunt when referring to something unpleasant
-ie. “bit the dust” instead of “died”
Improper Language
-not proper, correct, or applicable in certain situations
-ie. vulgarity and cursing
Ambiguous Language
-can have various meanings
Relative Language
-depends on the person communicating
-backgrounds vary and hence their perspectives will also vary
Static Evaluation
-states that things are not constant
-things vary over time and language should reflect that change
Repetition
-a method to improve language skills
-to become familiar with a word, use it repeatedly
-it will become part of your daily repertoire
Group Similar Words Together
-a method to improve language skills
-fit words together to see the whole picture
-memorize words that have similarities
-create a vocabulary around a theme
Build Your Vocabulary
-a method to improve language skills
-keep learning
-use words effectively
Read
-a method to improve language skills
-look up words you don’t know
Language Adaptation
-the ability to alter one’s linguistic choices in a competent manner
Check For Understanding
-verifying that what has been said is understood
TAP
-talk
-asking questions
-prepared to listen
Communicating Ethically
-accurate, truthful, acceptable
-honest
-transparent
-respect
-word choice, tone, compassion, effect it has on others
Aphasia Boards
-a way to communicate after identify a barrier
-a free resource
RELATE Acronym
-respect
-empathize
-listen
-ask
-try
-explain
Respect (RELATE)
-cultural, sexual identity, gender, religion
-preferred names
-make everyone feel respected
-ie “would you like me to call you by your first or last name”
Empathize (RELATE)
-make sure people feel like you genuinely care
-sit quietly with people
-show support/trust/advocacy
Listen (RELATE)
-attentively listen
-express understanding by rephrasing or actions
Ask (RELATE)
-ask questions to better understand or learn
-ask how they feel in certain situations, it might differ from what you think
Try (RELATE)
-try to make an effort
-ensure they feel like you take them seriously
-come back and check in after
Explain (RELATE)
-before, during, after
-ask them to explain
-you can explain too
RESPOND Acronym
-recognize
-establish
-single out
-provide
-operationalize
-notify
-discuss
Recognize (RESPOND)
-recognize the other perspective
Establish (RESPOND)
-establish rapport
-i think i understand
-repeat back info
Single out (RESPOND)
-single out the real issue
-make sure you understand what is most important to them
-lost socks are never the issue
Provide (RESPOND)
-provide any needed information
-what will you do to resolve the concern
Operationalize (RESPOND)
-operationalize your plan to address the issue
-make it your mission to resolve the issue
Notify (RESPOND)
-notify the patient when you have acted
-share what steps have been taken
Discuss (RESPOND)
-discuss the situation with the appropriate people
-follow up
-document who you told (A. Chute RN notified)
Preventing Misunderstandings
-use easy to understand words to prevent misunderstandings
-medical (oral vs. by mouth)
-concept (adverse vs. bad)
-category (option vs. choice)
-value (adequate vs. enough)
SBAR
-a tool used to provide fast, effective communication
Situation (SBAR)
-your name and service
-brief description of the problem and when it started
Background (SBAR)
-diagnosis
-co-morbidities
-other relevant info (medications)
Assessment (SBAR)
-what do you think the problem is?
-what is your assessment of the situation?
Recommendation (SBAR)
-what do you suggest?
-what are you requesting?
-is everyone on the same page?
