Communication Flashcards
what is communication?
basic human function
sending messages back and forth between sender and receiver
contains verbal and nonverbal communication
helps build working relationships
purpose of communication
develop a caring relationship
increases patient satisfaction
improves patient safety
positive patient outcomes
communication has the power to
hurt and heal
communication is a lifelong
learning process
communication is essential for
establishing nurse-patient relationships
communication assists the delivery of
patient-centered care
communication helps to __ the risk of errors
reduce
communication is __ to the nurse-patient relationship
key
communication __ patient satisfaction
increases
nursing behaviors
express sensitivity/kindness
remain present with patients
support the expression of the patient’s feelings
encourage faith and hope
allow spiritual expression in a nonjudgmental manner
promote interactive teaching and learning
deliver nursing care to support the patient’s needs
nurse behaviors facilitate
interpersonal relationships
therapeutic relationships are the __ of clinical nursing practice
foundation
they protect patient dignity, autonomy and privacy and allow for trust and respect, but there are boundaries
communication is a crucial factor in __
nurse-patient relationship
nurse-patient relationship promotes a psychological climate that __
facilitates positive change
nurse who develop critical thinking skills make the __
best communicators
nurses interpret messages received from others tp
obtain new info
correct misinfo
promote patient understanding
plan patient-centered care
communication skills include
perseverance, creativity, self-confidence, independent attitude, integrity, communicate responsibly, humility
what are the tendencies the nurse controls and utilizes?
perception/thinking
five senses/culture/education
perceptual bias
stereotypes
emotional intelligence**
self-awareness/motivation/empathy/social skills
self-talk can be
positive or negative
intrapersonal communication is
self-talk
interpersonal communication is
between two people
most common: face-to-face
assessment, education, provide comfort and support
small group communication is
more than two people
ex: staff meetings, committee meetings, support groups, family teaching
public communication is a
unique form of communication
public speaking
ex: education, presentations, lobbying for health legislation
electronic communication provide an opportunity for
frequent and timely communication with a provider or nurse through internet
what contribute to the message seen and heard?
subject matter, words, body language, substance of message (open for interpretation)
body language makes up
55% of communication
tone of voice makes up
38% of communication
words make up
7% of communication
what is a referent?
stimulus that motivates communication
triggers are sights, sounds, sensations, perceptions, ideas, subject matter
the sender does what?
encodes and delivers message
the receiver does what?
receives and decodes the message
the closer the relationship, the perceived meaning is __
more accurate
transmission is
words, gestures, tone of voice, signs/symbols
the message description can be
vernal and nonverbal
channels for messages are
auditory, visual and tactile
methods for messages are
face-to-face
written
audiovisual
telephone
text
e-mail
effective messages are
complete
clear
concise
organized
timely
understood by the receiver
feedback indicates the receiver __
understood the sender’s message
interpersonal variables are
perceptions - affected by culture, expectations and experiences - affects communication
goal of communication is
the receiver will understand the words and meaning of message
verbal communication is
speaking or writing words to send a message
vocab - be careful with _ terms
medical
vocab - consider receiver’s
age
knowledge
education
primary language
use _ and _ not we
I, you
denotative means
literal
connotative means
implied or emotional
the rhythm of delivery affects __
the receiver, if it’s too slow or too fast
what is tone?
feeling behind words
what is cadence?
rhythmic change in pitch
what is brevity?
use as few words as possible
relevance means
both parties value the interaction, pertinent information
credibility of the sender is helped by
congruence between verbal and nonverbal messages
non-verbal communication is
without using words, messages are communicated
personal appearance may be indicative of
feelings and attitudes of the sender
posture and gait reveal
attitude and self-concept
facial expression communicates
feelings behind a message
eye contact shows
respect and willingness to listen
absence of eye contact may indicate
anxiety, defensiveness, discomfort or lack of confidence
eye contact may need to be
intermittent - remember cultural influences when interpreting eye contact
gestures emphasize
and clarify spoken words
can have different meanings in different cultures
sounds signify
feelings and thoughts
can assist with meaning of message
territoriality means
space and things that an individual identifies as belonging to that person
visible to others
defined by the individual in a way not noticeable to others
amount of physical space varies from
person to person
influential factors for personal space are
relationship of individuals
nature of conversation
setting
culture**
intimate distance is
less than 18 inches
area immediately surrounding a person that is private space
during conversations
where body contact occurs
personal distance is
from 18 inches up to 4 feet
interactions with clients and healthcare team members
sitting at the bedside
proving patient education
talking with patient
social distance is
4 to 12 feet
common for formal interaction or with a group
giving directions or report to a group of nurses
public distance is
beyond 12 feet
group or community communication
aggressive and assertive
high openness of communication
assertive and passive
high consideration for others
passive-aggressive and passive
low openness of communication
passive-aggressive and aggressive
low consideration for others
passive
other’s rights and needs take precedence over mine
avoids conflict, allows others to take lead
submissive/helpless, indecisive, overly apologetic, whining
aggressive
I boldly insist that my rights and needs prevail
forces others to lose, goal is to win and be in with each encounter
bossy/arrogant, opinionated, sarcastic/manipulative, intolerant/overbearing
assertive
I clearly express that we both have rights and needs
direct and open, rights of speaker and others respected, strives for compromise, asks for more info
clear and decisive, positive, professional, uses I statements, asks questions openly and honestly, accepts criticism, focuses on issue, effective nonverbals
passive-aggressive
emotionally dishonest, backhanded compliments, indirectly expresses anger, inhibited
self-denying, feigns cooperation, blaming, apologetic
phases of helping relationship
pre-interaction
introductory or orientation
working
termination
pre-interaction phase
assigned a patient, gather info prior to meeting patient
receive report, anticipate health concerns, plan for first interaction
orientation phase
introductions to patient/family, establish rapport and trust, communicate the work to be done
set the tone, assess patient’s health status, clarify roles, prepare patient and family
working phase
active part of the relationship, use techniques that support therapeutic communication
provide info to assist patient to modify behavior, encourage patient to set goals, take action to meet patient’s goals
termination phase
conclusion of the relationship, evaluate goals, relinquish responsibility for patient’s care
motivational interviewing encourages patients to share
thoughts, beliefs, fears, concerns to assist patient in goal of changing behavior
it is most important to _ cultural beliefs and attitudes
be aware of
when talking about other cultures
use short words and sentences, give small amounts of info
for a translation use a
certified medical interpreter when needed
when communicating with people who are impaired with speech/hearing
be positive and patient
use hand gestures, picture board, white board, family
with people with impaired cognition
don’t rush
be patient
use multiple modalities
address the patient slowly, face-to-face
verbal communication with people with impaired cognition
short sentences
yes/no questions
one question at time
be concrete and specific
avoid slang, jargon
when communicating with older adults
quiet environment
face pt
check if they use hearing aids
wait for pt to respond
give pt chance to ask questions
SBAR
standardizes the process of communication
SBAR stands for
situation
background
assessment
recommendation
when could SBAR be used?
hand-off
RN-healthcare provider communication
anytime there is important communication
situation includes
patient’s details
reason for communication
nurse’s concern
background includes
significant history with patient - meds, labs, studies, treatments
assessment includes
nurse’s assessment of patient/situation - clinical impression/concerns, vital signs, early warning score
recommendations include
what is needed, suggestions, expectations, actions
report at the bedside is
between shifts
allows for patient and family communication
improves communication
reduces patient injuries and nursing errors
