Chapter Six Flashcards
Communication Process
Exchange of information, feelings, needs, and preferences between two people
Informing
Sending
Feedback
Return message or a return message that indicates the message has been received, processed, and comprehended
Receiving
includes listening, observance, processing, and comprehending in a reciprocal fashion
Shared Meaning
Mutual understanding of the meaning of a message
Verbal Communication
Conscious use of words, either spoken or written.
Nonverbal Communication
Conveyed by body language. Less conscious and more indirect than verbal communication; conveys more of what a person thinks and feels.
Body Language
Facial Expressions
Posture
Body Position
Behavior
Gestures
Touch
General Appearance
Congruent
Verbal and Nonverbal language should be in agreement with each other
Proxemics
The distance, or personal space, people place between themselves
Intimate range
Physical contact to 18in
Casual-Personal range
18in to 4ft
Social-Consultative range
4ft to 12ft
Public range
12ft if possible
Denotative Meaning
The literal meaning without any interpretation
Connotative Meaning
The emotional associations that can be attached to the word
Active Listening
Techniques that use the all the senses to interpret verbal and nonverbal messages
Passive or Avoidant Communication
Characterized by the desire to avoid confrontation and the inability to share feelings or needs with others
Have trouble asking for help and allow others to take advantage of them, resulting in feelings of anger, emotional pain, and anxiety
Agressive Communication
Characterized by putting one’s own needs, rights, and feelings before those of others.
These individuals exhibit a superior attitude, try to humiliate others and communicate in an angry, hostile way that does not acknowledge the feelings of others
Assertive Communication
Characterized by standing up for ones self without violating the basic rights of others.
Individuals with this behavior style show respect for others, express their own feelings in an honest and direct way, and act in a consistent manner that enhances self-worth.
What communication style is the most effective style for nurses to pratice?
Assertive Communication
What is DESC?
D - Describe the behavior, focus on what is observed or heard without a personal attack. Discuss the behavior and not the person.
E - Explain the impact of the behavior. Do not minimize the impact of the behavior.
S - State the desired outcome. When you describe what you need from the other person, they do not have to guess and may be more likely to make changes.
C - Consequences should grab the person’s attention. You will need to restate your position and then ask the person something such as “what else do I need to do to get your attention?” For most people this will be the most difficult step to implement because its hard to step out of your comfort zone.
Therapeutic Communication
Patient-Centered Communication
What is the goal of Therapeutic Communication?
The goal of therapeutic communciation is to promote a greater understanding of a patient’s needs, concerns, and feelings.
Blocks/Barriers
Factors that lead to unsuccessful communication
Incivility
Interacting with a lack of courtesy and respect toward others
ISBARR
Introduction
Situation
Background
Assessment
Recommendation
Readback
Shift Report
Communication of the patients condition and required nursing care by the off-going nurse to the oncoming nurse
Health Literacy
The ability of an individual to obtain, process, and understand basic health information and services to make appropriate health decisions
People who have what conditions might have difficulty with speech or hearing?
Deafness, Cerebral Palsy, Cerebral Vascular Accident (CVA), Head Injury, Multiple Sclerosis, and Ventilator Dependency
Aphasia
The inability to speak or understand language
Expressive Aphasia
Trouble processing language output
Receptive Aphasia
Difficulty understanding speech
