Communication Flashcards
Three attributes of communication that form the basis of study in the nursing sciences
process of complementary exchange
context
learned skill
what is process of complementary exchange
Occurs between people and each participant is either a sender or a receiver.
what is context
characteristics of the environment that affect perception and subsequent interpretation of messages
what is learned skill
Develops over time and through interactions with others, requiring knowledge of the communication process and awareness of the factors that influence communication.
what are the 5 parts of the communication process
Stimulus or referent
Sender or source of message (encoder)
Message itself
Medium or channel of communication
Receiver (decoder)
what is the stimulus or referent
what starts the communication (patient need)
what is the sender or source of the message (encoder)
person providing the message
what is the medium or channel of communication
how the message is sent
what is the receiver
person receiving the message
what is decoding
taking info and interpreting it
3 levels of communication
intrapersonal
interpersonal
group
what is intrapersonal communication
Self-talk; communication within a person
what is interpersonal communication
Occurs between two or more people with a goal to exchange messages
what are the 3 forms of group communication
small-group
organizational communication
group dynamics
what is small-group communication
occurs when someone interacts with 2 or more people
what is organizational communication
when people/groups within an organization communicate to achieve goals
what are group dynamics
how individual group members relate to one another during process of working toward group goals
Characteristics of Effective and Ineffective Groups
Group identity
Cohesiveness
Patterns of interaction
Decision making
Responsibility
Leadership
Power
what is group identity
group knowing purpose (goals)
what is cohesiveness
something sticking together (group working together)
what are patterns of interaction
how members of the gorup interact with eachother
What is decision making
identifying problem and working to solve
what is responsibility
feeling responsible for what is being accomplished
what is leadership
helps group meet goals
what is power
people with little power still are effective members
factors influencing communication
Developmental level
Gender
Sociocultural differences
Roles and responsibilities
Space and territoriality
Physical, mental, and emotional state
Values
Environment
4 forms of communication
verbal, nonverbal, symbolic, metacommunication
what is verbal communication
includes spoken and written word, conveying meaning through a collection of words
what is nonverbal communication
includes all communication that is not spoken or written
what are examples of nonverbal communication
Facial expressions, touch, eye contact
Posture, gait, gestures
General physical appearance
Mode of dress and grooming
Sounds, silence
Electronic communication
what is symbolic communication
adds to what is understood by incorporating art and music to enhance meaning
what is metacommunication
consists of the factors that comprise the context of the message and affect how messages are received and interpreted.
internal personal states (e.g., disturbances in mood)
environmental stimuli related to the setting of the communication, and contextual variables (e.g., the relationship between the people in the communication episode).
the helping relationship of nurse-patient
Does not occur spontaneously
Characterized by an unequal sharing of information
Built on the patient’s needs
The nurse is the helper, and the patient is the person being helped.
Communication is the means used to establish rapport and helping–trust relationships.
what are the characteristics of the helping relationship
Dynamic- changing, needs of patient might change
Purposeful and time limited
Person providing assistance is professionally accountable for the outcomes and the means used to attain them
what are the phases of the helping relationship
Orientation phase
Working phase
Termination phase
what are the goals of the orientation phase
The patient will call the nurse by name.
The patient will accurately describe the roles of the participants in the relationship.
The patient and nurse will establish an agreement about:
Goals of the relationship
Location, frequency, and length of the contacts
Duration of the relationship.
what are the goals of the working phase
The patient will actively participate in the relationship.
The patient will cooperate in activities that work toward achieving mutually acceptable goals.
The patient will express feelings and concerns to the nurse.
what are the goals of the termination phase
The patient will participate in identifying the goals accomplished or the progress made toward goals.
The patient will verbalize feelings about the termination of the relationship.
what are the 2 factors that promote effective communication
Dispositional traits
Rapport builders
what are dispositional traits
the way you present yourself
what are some dispositional traits
Warmth and friendliness
Openness and respect
Empathy
Honesty, authenticity, trust
Caring
Competence
what is rapport
feeling of mutual trust
what are some rapport builders
Specific objectives
Comfortable environment
Privacy
Confidentiality
Patient vs. task focus
Utilization of nursing observations
Optimal pacing
how to develop conversation skills
Control the tone of your voice.
Be knowledgeable about the topic of conversation.
Be flexible.
Be clear and concise.
Avoid words that might have different interpretations.
Be truthful.
Keep an open mind.
Take advantage of available opportunities.
how to develop listening skills
Sit when communicating with a patient.
Be alert and relaxed and take your time.
Keep the conversation as natural as possible.
Maintain eye contact if appropriate.
Use appropriate facial expressions and body gestures.
Think before responding to the patient.
Do not pretend to listen.
Listen for themes in the patient’s comments.
Use silence, therapeutic touch, and humor appropriately.
what are some interviewing techniques
Open-ended questions or comments
Closed questions or comments
Validating questions or comments (confirming)
Clarifying questions or comments (you are uncertain so you clarify)
Reflective questions or comments (using your own words to repeat what they said)
Sequencing questions or comments (putting things in order)
Directing questions or comments
Characteristics of the Assertive Nurse’s Self-Presentation
Confident; open body posture
Use of clear, concise “I” statements
Ability to share effectively one’s thoughts, feelings, and emotions
Working to capacity with or without supervision
Remaining calm under supervision
Asking for help when necessary
Giving and accepting compliments
Admitting mistakes and taking responsibility for them
what is aggressive behavior
Involves asserting one’s rights in a negative manner that violates the rights of others
Can be verbal or physical
Communication is marked by tension and anger, inhibiting the formation of good relationships and collaboration.
Characteristics include using an angry tone of voice, making accusations, and demonstrating belligerence and intolerance.
Focus is usually “winning at all costs.”
Blocks to communication
Failure to perceive the patient as a human being
Failure to listen
Nontherapeutic comments and questions
Using clichés
Using closed questions
Using questions containing the words “why” and “how”
Using questions that probe for information
Using leading questions (leading patient to answer you want)
Using comments that give advice
Using judgmental comments
Changing the subject
Giving false assurance
Using gossip and rumors
Using disruptive interpersonal behavior
what is disruptive interpersonal behavior
Incivility
Bullying
Horizontal violence
Nurse bullying
Negative communication between nurse and physician
Organizational response to disruptive behaviors
