Communication Flashcards
1
Q
communication’s purpose is to do these 4 things
A
- develop a caring relationship
- increase patient satisfaction
- improve patient safety
- positive patient outcomes
2
Q
communication is essential for
A
establishing nurse-patient relationships
3
Q
communication is a _____ learning process
A
lifelong**
4
Q
communication assists the delivery of ________
A
patient-centered care
5
Q
communication helps to _____ the risk of errors
A
reduce**
6
Q
communication is ____ to the nurse-patient relationship
A
key**
7
Q
communication increases patient _____
A
satisfaction
8
Q
nursing behaviors include expressing ____ and _____ to themselves and others
A
sensitivity and kindness
9
Q
nursing behaviors include remaining ____ with their patients
A
present
10
Q
nursing behavior include supporting the ____ of the patient’s feelings, whether they are positive or negative
A
expression
11
Q
nursing behaviors include encouraging faith and ____
A
hope
12
Q
nursing behaviors include allowing _____ expression in a _____ manner
A
spiritual, nonjudgemental
13
Q
nursing behaviors include ______ interactive teaching and learning
A
promoting
14
Q
nursing behaviors include delivering nursing care to _____ the patient’s needs
A
support
15
Q
nurse behaviors ______ interpersonal relationships
A
facilitate
16
Q
therapeutic relationships are the ______ of clinical nursing practice
A
foundation**
- protects patient dignity, autonomy and privacy
- allows for trust and respect
however, there are boundaries in therapeutic relationships**
17
Q
therapeutic relationships protect patient ____, autonomy, and _____
A
dignity, autonomy and privacy
18
Q
therapeutic relationships allow for _____ and _____
A
trust and respect
19
Q
nurse-patient relationship promotes a psychological climate that facilitates _____ change, thus helping patients reach their health-related goals
A
positive
20
Q
nurses who develop _____ ________ _____ make the best communicators, which forms therapeutic relationships, which helps gather relevant and comprehensive information about their patients
A
critical thinking skills
21
Q
nurses interpret messages received from others in that they obtain ___ information, ______ misinformation, promote patient understanding and plan patient-centered care
A
new, correct
22
Q
patients respond _____ to nurses who present a confident attitude
A
positively
23
Q
perserverance and creativity motivate the nurse to identify _______ solutions
A
innovative
24
Q
independent attitude encourages the nurse to share ideas and ______ with colleagues
A
communicate
25
integrity assists a nurse to ______ when their opinions conflict with a patient or coworker, and nurse adjusts to improve communication
recognize
26
communicate responsibly and ____ when uncertain or uncomfortable about an aspect of patient care
ask
27
humility assists the nurse to ______ the need to better communicate
recognize
28
tendencies controlled by the nurse while utilizing others to build therapeutic relationships
- perception influences thinking - five senses, culture, education
- perceptual bias - stereotypes
- emotional intelligence** - self-awareness, motivation, empathy, social skills
29
emotional intelligence** is a tendency controlled by the nurse to build therapeutic relationships, it involves:
self-awareness,
motivation,
empathy,
social skills
30
intrapersonal
self talk - positive or negative
31
interpersonal
2 people
most common: face to face
nursing: assessment, education, provide comfort and support
32
small group
more than 2 people
staff meetings
committee meetings
support groups
family teaching session
33
public speaking
unique form of group communication
nurses: education, presentations, lobbying for health legislation
34
electronic communication venues
patient portals provide opportunity for frequent and timely communication with a patient's provider or nurse through use of the internet
35
contribute to the actual message that is seen and heard
subject matter
words
body language
substance of the message - open to interpretation
36
referent is the stimulus that _____ communication
motivates** communication
can be sight, sound, sensation, perception, idea, subject matter
ex: patient moaning in pain, patient looks sad
37
transmission (words, gestures, tone of voice, signs/symbols) and relationship affect whether the message is ____ _____
received accurately
closer relationship = perceived meaning is more accurate
38
the message is the verbal and/or ____ information the sender _____ through the auditory, visual and tactile channels
nonverbal information the sender communicates
39
effective messages are these 6 things
complete
clear
concise
organized
timely
understood by the receiver
40
feedback** is the _____ sent by the sender that indicates the receiver _____ the sender's message
message, receiver understood the message
41
perceptions are affected by
culture, expectations, and experiences
perceptions affect communication
42
the environment should be ______ when nurses communicate with patients so that patients and families are safe physically and emotionally
quiet / private
comfortable temperature
43
therapeutic communication's 3 goals + focus on patient's goal
- establish therapeutic communication
- obtain and provide healthcare info
- express interest and concern for the family
44
when speaking to a patient, be careful with medical terms, use ____ not we, and consider the receiver's ___, ______, ________, ______
use I, not we
consider receiver's age, knowledge, education, primary language
45
brevity means to
use as few words as possible
46
credibility of the sender means that there is ____ between verbal and nonverbal messages and the sender's message is honest and timely
congruence
47
posture and gait can reveal _____ and self-concept
attitude
48
remember cultural influences when interpreting eye contact meaning that it
may need to be intermittent**
49
eye contact can show _____ and willingness to learn while the lack of it can indicate ____, _____, ______, or _______
respect, lack can indicate anxiety, defensiveness, discomfort, or lack of confidence
50
territoriality definition
- space and things that an individual identifies as belonging to that person
- visible to others
OR
- defined by the individual in a way not noticeable to others
51
amount of physical space ____ from person to person
varies - comfort
52
territoriality can be influenced by
- relationship of the individuals
- nature of the conversation
- the setting
- culture**
53
when moving into a patient's intimate space, you should
- discuss what is about to be done when moving into a patient's intimate space
- ask permission to touch the patient
- verbalize "I am going to touch you now."
54
intimate distance definition
area immediately surrounding a person that is defined as their private space,
- typically about 18 inches in western culture
- within this distance, people can typically interpret facial expression, maintain eye contact, hear each other speaking at a low volume, and even sense each other's smell and body heat
55
personal distance definition
from 18 inches up to 4 feet
- sitting at a patient's bedside to take a health history
- providing a patient education
- talking with a patient
- this distance facilitates sharing of feelings or personal thoughts and is appropriate when communicating caring or concern
56
social distance definition
generally between 4 to 12 feet
common for formal interaction or when communicating with a group, makes it possible for people to overhear any conversation
- giving info or report to a group of nurses
- giving directions to a group in the hall
- less personal feelings and thoughts at this distance
57
public distance definition
beyond 12 feet
- requires loud and clear enunciation for communication
- lack of individuality and greater focus on the group or community like a lecture
58
passive communication style
avoid** conflict and allow others to take the lead
- submissive, helpless
- indecisive
- overly apologetic
- whining
other's rights and needs take precedence over mine and my patient
59
aggressive communication style
forces others to lose** and the goal is to win with each encounter
- bossy/arrogant
- opinionated
- sarcastic/manipulative
- intolerant/overbearing
I boldy insist that my rights and needs prevail
60
assertive communication style
direct and open**, rights of the speaker and others respected
- clear and decisive
- positive and professional
- uses I statements, asks questions openly and honestly
- strives for a compromise
- asks for more information for negative feedback
- accepts criticism and focuses on issue
- effective non-verbal communication
61
passive aggressive communication style
- emotionally dishonest, backhanded compliments
- indirectly expresses anger, inhibited
- self-denying, feigns cooperation
- blaming, apologetic
I subtly make clear that my rights and needs prevail
62
stage 1: pre-interaction
assigned a patient, gather information prior** to meeting the patient
- receive report/chart review
- anticipate health concerns/issues
- plan for initial interaction
63
stage 2: orientation
introductions** to patient/family, establish rapport and trust, communicate the work** to be done
- set the tone
- assess* the patient's health status
- clarify roles/form contracts
- prepare patient and family for the relationship to end
first impressions are important
64
stage 3: working
active** part of the relationship
use techniques that support therapeutic communication
- provide info to assist the patient to understand/modify behavior
- encourage/assist the patient to self-explore/set goals
- take action to assist the patient to meet goals
65
stage 4: termination
conclusion** of the relationship
66
motivational interviewing
encourages patients to share thoughts, beliefs, fears, concerns which all assist the patient with the goal of changing their behavior
67
nurse-healthcare team relationship affects ____ _____ and the work environment
patient safety
- use an assertive style
- express self effectively
- support own point of view while respecting others
- use standard communication tools
68
be ____ of own cultural beliefs and attitudes
aware
- learn about other cultures in the area
- show respect
- ask questions
- ask permission
69
with other cultures, you want to use communication strategies that are ______ appropriate
culturally appropriate
- use short** words and sentences
- give small amounts of information
70
with other cultures/languages, written information should be _____ for the population served and in the patient's ______ language
appropriate for the population,
dominant language
71
for other cultures/languages, translation should be through a ______ medical interpreter as needed
certified**
- most healthcare systems employ trained interpreters and/or utilize a professional interpreters' service
72
for patients with impaired speech/hearing impaired, nonverbal communication is _____
crucial
be positive and patient**
use:
- hand gestures
- picture board, if available
- white board
- family assistance
73
with impaired cognition, always try to _____
communicate
don't rush**
- address the patient slowly and face to face
- use multiple modalities
- be patient
- orient the patient
- eliminate distractions
- provide reminders to stimulate memory
- avoid assumptions
74
with impaired cognition, verbal communication should have ______
short sentences
- yes/no questions
- one question at a time/limit choices
- be concrete and specific
- avoid slang, jargon, medical terms
75
for older adults, pick a ____ environment
quiet
- face the patient
- check if patient uses hearing aids
- allow time for patient to respond
- give patient a chance to ask questions
- verify the patient knows you are talking
- speak clearly and slowly
- keep communication short and to the point
76
3 elements of professional communication
- courtesy
- use of names
- trustworthiness
77
SBAR stands for
situation
background
assessment
recommendations**
- standardizes the process
78
SBAR may be used
- during a patient hand-off
- during RN-healthcare provider communication
- anytime there is important communication in the interdisplinary team
79
situation in SBAR
patient's details,
identify reason for this communication,
describe nurse's concern
80
background in SBAR
relating to the patient, significant history
include medications, lab work, studies, treatments
81
assessment in SBAR
nurse's assessment of the patient or situation,
include clinical impression/concerns, vital signs and early warning score
82
recommendations in SBAR
be specific,
explain what is needed,
make suggestions,
clarify expectations,
confirm actions to be taken
83
nurse to nurse handoffs aka report
at the bedside
- between shifts
- allows for patient and family participation
- improves communication
- reduces patient injuries and nursing errors
84
what to do if lateral violence occurs
- calmly address the behavior when it occurs
- describe how the behavior affects your functioning
- ask for the abuse to stop
- notify the manager to get support for the situation
- plan for action in the future
- document the incident in detail
