Communication

Question 1

Three attributes of communication that form the basis of study in the nursing sciences

Answer 1

process of complementary exchange
context
learned skill

Question 2

what is process of complementary exchange

Answer 2

Occurs between people and each participant is either a sender or a receiver.

Question 3

what is context

Answer 3

characteristics of the environment that affect perception and subsequent interpretation of messages

Question 4

what is learned skill

Answer 4

Develops over time and through interactions with others, requiring knowledge of the communication process and awareness of the factors that influence communication.

Question 5

what are the 5 parts of the communication process

Answer 5

Stimulus or referent
Sender or source of message (encoder)
Message itself
Medium or channel of communication
Receiver (decoder)

Question 6

what is the stimulus or referent

Answer 6

what starts the communication (patient need)

Question 7

what is the sender or source of the message (encoder)

Answer 7

person providing the message

Question 8

what is the medium or channel of communication

Answer 8

how the message is sent

Question 9

what is the receiver

Answer 9

person receiving the message

Question 10

what is decoding

Answer 10

taking info and interpreting it

Question 11

3 levels of communication

Answer 11

intrapersonal
interpersonal
group

Question 12

what is intrapersonal communication

Answer 12

Self-talk; communication within a person

Question 13

what is interpersonal communication

Answer 13

Occurs between two or more people with a goal to exchange messages

Question 14

what are the 3 forms of group communication

Answer 14

small-group
organizational communication
group dynamics

Question 15

what is small-group communication

Answer 15

occurs when someone interacts with 2 or more people

Question 16

what is organizational communication

Answer 16

when people/groups within an organization communicate to achieve goals

Question 17

what are group dynamics

Answer 17

how individual group members relate to one another during process of working toward group goals

Question 18

Characteristics of Effective and Ineffective Groups

Answer 18

Group identity
Cohesiveness
Patterns of interaction
Decision making
Responsibility
Leadership
Power

Question 19

what is group identity

Answer 19

group knowing purpose (goals)

Question 20

what is cohesiveness

Answer 20

something sticking together (group working together)

Question 21

what are patterns of interaction

Answer 21

how members of the gorup interact with eachother

Question 22

What is decision making

Answer 22

identifying problem and working to solve

Question 23

what is responsibility

Answer 23

feeling responsible for what is being accomplished

Question 24

what is leadership

Answer 24

helps group meet goals

Question 25

what is power

Answer 25

people with little power still are effective members

Question 26

factors influencing communication

Answer 26

Developmental level
Gender
Sociocultural differences
Roles and responsibilities
Space and territoriality
Physical, mental, and emotional state
Values
Environment

Question 27

4 forms of communication

Answer 27

verbal, nonverbal, symbolic, metacommunication

Question 28

what is verbal communication

Answer 28

includes spoken and written word, conveying meaning through a collection of words

Question 29

what is nonverbal communication

Answer 29

includes all communication that is not spoken or written

Question 30

what are examples of nonverbal communication

Answer 30

Facial expressions, touch, eye contact
Posture, gait, gestures
General physical appearance
Mode of dress and grooming
Sounds, silence
Electronic communication

Question 31

what is symbolic communication

Answer 31

adds to what is understood by incorporating art and music to enhance meaning

Question 32

what is metacommunication

Answer 32

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).

Question 33

the helping relationship of nurse-patient

Answer 33

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.

Question 34

what are the characteristics of the helping relationship

Answer 34

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

Question 35

what are the phases of the helping relationship

Answer 35

Orientation phase
Working phase
Termination phase

Question 36

what are the goals of the orientation phase

Answer 36

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.

Question 37

what are the goals of the working phase

Answer 37

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.

Question 38

what are the goals of the termination phase

Answer 38

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.

Question 39

what are the 2 factors that promote effective communication

Answer 39

Dispositional traits
Rapport builders

Question 40

what are dispositional traits

Answer 40

the way you present yourself

Question 41

what are some dispositional traits

Answer 41

Warmth and friendliness
Openness and respect
Empathy
Honesty, authenticity, trust
Caring
Competence

Question 42

what is rapport

Answer 42

feeling of mutual trust

Question 43

what are some rapport builders

Answer 43

Specific objectives
Comfortable environment
Privacy
Confidentiality
Patient vs. task focus
Utilization of nursing observations
Optimal pacing

Question 44

how to develop conversation skills

Answer 44

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.

Question 45

how to develop listening skills

Answer 45

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.

Question 46

what are some interviewing techniques

Answer 46

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

Question 47

Characteristics of the Assertive Nurse’s Self-Presentation

Answer 47

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

Question 48

what is aggressive behavior

Answer 48

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.”

Question 49

Blocks to communication

Answer 49

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

Question 50

what is disruptive interpersonal behavior

Answer 50

Incivility
Bullying
Horizontal violence
Nurse bullying
Negative communication between nurse and physician
Organizational response to disruptive behaviors