Communication Flashcards
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Referent
Incentive/motivation for communication between two people
Message
the actual communication product from the source
Example:
- Speech
- Gesture
- Chart
- Note
Channel
medium the sender selected to send the message
- Auditory (spoken words and cues)
- Visual (sight, observations, and cues)
- Kinesthetic (touch)
Sympathy
feeling sorry for someone else
Empathy
understanding/sharing the feeling of another
Open-ended questions
Allows for wide range of responses; used to collect pt information
Closed-ended questions
questions that elicit a “yes” or “no” response
Therapeutic relationship
focused form of communication used by nurses to develop relationships with patients to help them with care
Nurse-patient relationship
a caring, purposefull and time limited therapeutic relationship that exists between patients and nurses.
Non-Therapeutic relationship
relationship that lacks qualities of therapeutic relationships and can hinder care and recovery
What is the communication process? What does it require? How do you initiate it?
Involves exchanging information and generating and transmitting meanings between two or more people
Requires:
- Source (encoder)
- Message
- Channel
- Receiver (decoder)
Initiated by:
- Stimulus (ex: pt needs)
Compare verbal communication vs nonverbal communication.
(What do they mean? List examples of each)
-
Verbal communication: exchange of information using both spoken and written words.
-> Spoken words -
Nonverbal communication: transmission of information without the use of words
-> Touch
-> Eye contact
-> Facial Expressions
-> Posture
-> Gait
-> Gestures
-> General Physical Appearance
-> Sounds
-> Silence
What is the most effective nonverbal way to express feelisn of comfort, love, affection, security, anger, frustration aggression, and excitement?
Touch
Communication often begins with the _____.
eyes
Lack of eye contact can be indications of _______,__________, and __________ .
- Anxiety
- Defenselessness
- Avoidance of communicaiton
What is the most expressive part of the body?
Face
When verbal and nonverbal communication do not match, ________ communication often converys the speaker’s actual meaning.
nonverbal
Which form of communication has more of an impact?
nonverbal communication has more of an impact
How do the following factors influencing communication? Describe each factor
Developmental Level
Roles and responsibilities
Values
Sociocultural differences
Physical, mental, and emotional state
Environment
Language proficiency
Space and territoriality
- Developmental level: use age appropriate language
- Roles and responsibilities: avoid stereotyping
- Values: influence how people value themselves/one another
- Sociocultural differences: economic condition, education, literacy, and lifestyle, culture influences (behavior patterns, traditions, and beliefs)
- Physical, mental, and emotional state: Being physically comfortable and mentally and emotionally free to engage in interactions influences communication
- Environment: should facilitate an easy exchange of needed information; calm, non threatening
- Language proficiency
- Space and territoriality. Ask before touching belongings; personal space
When it comes to social media, it is important to remember that:
- Anyone can see your social media posts
- Protect pt privacy and confidentiality
- Be aware of employer’s policy of social media
How can the Nursing Board respond to inappropriate use of social media from a nurse?
- Reprimand the nurse
- Place sanctions on the nurse
- Fine the nurse
- Take the nurses license away
How can the Local & Federal Government respond to inappropriate use of social media from a nurse?
- Civil & criminal penalties
- Fines
- Incarcerations
When communicating through email/text messages, it is important to:
- Be concise and avoid abbreviations
- Avoid violating pt privacy and confidentiality
Any email sent about a patient must be…
duplicated and become a part of the pt’s health record
What should a nurse do when conducting a telehealth/telelmedicine session?
- Dress professionally
- Minimize distractions
- Ensure privacy
- Be a good listener
- Use nonverbal cues
-> Leaning in
-> Nodding
-> Eye contact
Why are nonverbal cues important during a telehealth/telemedicine session?
Nonverbal cues like, leaning in, nodding and maintaining eye contact help show the pt that you are actively enaging in their session/care
T/F: Therapeutic relationships are built on the needs of the patient, not those of the nurse.
True
What are the 3 phases of therapeutic communication?
- Orientation phase
- Identification and Exploration (working) phase
- Resolution (termination) phase
What are the goals of the Orientation Phase?
- Establish tone and guidelines for the relationship
- Identify each other by name
- Clarify roles of both people
- Establish an agreement about the relationship
- Provide the patient with orientation to the healthcare system
________ is the longest phase of nurse-patient relationship.
Identification and Exploration (working) Phase
What are the goals of the Identification and Exploration (working) phase?
- Work together to meet pt needs (physical/psychosocial)
- Provide whatever assistance is needed to achieve each goal
- Provide teaching and counseling
- Requires motivation and execute plan of care
- Promote progress
The Resolution (termination) phases occurs at the __________.
change of shift/discharge
What are the goals of the Resolution (or termination) phase?
- Acknowledge goal has been met/progress toward goals
- Introduce next shift nurse to the pt
- Inform pt that your shift is ending and next nurse will be informed of the goal being met or more time is needed
- If pt being transferred, make sure pt is informed of where they will go
- Make sure family is aware of pt transfer and that orders are being sent
List different types of communication technologies
- Electronic Communication
- Social Media
- E-mail/Text Messages
- Telehealth & Telemedicine
- Verbal (face-to-face) & Zoom
What are the 4 levels of communication? Describe each level of communication.
- Intrapersonal communication: communication within a person (self-talk)
- Interpersonal communication: communication between two or more people
-
Small-group communication: communication within a group of people, often working towards a mutual goal
-> staff meetings, patient care conferences, teaching sessions, and support groups -
Organizational communication: occurs when people/groups within an organization communicate to achieve established goals
-> nurses on a practice council working to review unit policies
What is the most common form of communication in nursing?
Interpersonal communication
What are the 4 zones of interpersonal space? Describe each zone of interpersonal space.
-
Intimate Space: < 18 inches
-> Only used during assessment - Personal Distance: 18 inches - 4 feet
- Social Distance: 4 - 8 feet
- Public Distance: 8 feet or <
Sort the following into effective and ineffective communication techniques:
- Closed-ended questions
- Offering Self
- Exploring
- Reacting with passive/aggressive responses
- Failure to perceive the patient as a human being
- Open-ended questions
- Giving advice
- Clichés
- Restating
- Limit Setting (stating expectations
- Stereotyping
- Offering general leads
- Silence
- Questions containing words “why” and “how
- Focusing
- Responding approvingly/disapprovingly
Effective Communication Techniques:
- 2, 3, 6, 9, 10, 12, 13, 15
Ineffective Communication Techniques:
- 1, 4, 5, 7, 8, 11, 14, 16
What are examples of assertive qualities?
- Having empathy
- Describing ones feelings/situation
- Clarifying one’s expectations
- Anticipating consequences
- Freedom in asking for help
Factors Promoting Effective Communication
Compare dispositional traits to rapport builders.
- Dispositional traits: inherent qualities a nurse possesses
- Rapport builders: strategies nurse employs to foster a strong nurse-patient relationship
Sort the following into dispositional traits and rapport builders:
- Confidentiality
- Patient vs. task focus
- Warmth/Friendliness
- Providing personal space
- Empathy
- Optimal pacing
- Caring
- Honesty/Authenticity/Trust
- Comfortable environment
- Openness/Respect
- Privacy
- Utilization of nursing observations
- Competence
- Genuineness
- Specific objectives
Dispositional Traits:
- 3, 5, 7, 8, 10, 13, 14
Aspects of Rapport Building:
- 1, 2, 4, 6, 9, 11, 12, 15
What is the nurses roles as an educator?
- Motivator: encourage pt to engage in learning and adopt health-promoting behavior
- Facilitators: help pt understand and execute plan
-
Support: provides safe space for pt
-> Pt express concerns, emotions and setbacks more comfortably - Communicator: clear communication/instructions
- Empower: empower pt to take active role in their health & decision making
How would a nurse approach a conversation with a verbal pt?
- Let the pt take lead of the conversation
- Ask open-ended questions
- Actively listen
- Give up some personal information
- Provide adequate silence
How would a nurse approach a conversation with a nonverbal pt?
- Use positive body language
- Use other resources:
-> Electronics
-> Physical materials
What are some examples of physical materials thats can be used as nonverbal communication?
- Use a whiteboard, notepad, or mobile device
- Give the patient a brochure, printed instructions, charts, or pictures to clarify procedures.
Describe the impact that the following examples of therapeutic communication has:
Active listening & Silence
Open-Ended Questions
Non-Verbals
Active listening & Silence:
- Demonstrates respects
- Allow for reflection/deep thinking
Open-Ended Questions:
- Allow pt to lead the conversation
-> more open to talk/divulge information
Non-Verbals:
- pt feels heard, respected and feels that the nurse is engaged in their care
Describe the impact that the following examples of nontherapeutic communication has:
Cliches
Inadequate Questioning
- Yes or no ???
- Why or How ???
- Probing
Giving Advice
Judgmental Comments
Negative Body Language
Cliches:
- Lack of interest/sincerity -> pt withdrawn
Inadequate Questioning
- Yes or No ???: -> cut off discussion
- Why or How ???:-> intimidating/pass judgment
- Probing: -> cuts off communication; feels like intimidation
Giving Advice
- Implies nurse knows what is best for the pt
-> pt can become reliant on caregivers
Judgmental Comments
- hostile communication -> ends effective communication
Negative Body Language
- Lack of interest/sincerity -> pt withdrawn
T/F: Sympathy is effective in therapeutic nurse-patient relationship
False, because sympathys shifts the focus from the patient to the nurse, preventing the nurse from focusing objectively on the patient’s needs. It often comes across as pitying or condescending to patients, creating a sense of distance and hindering the therapeutic relationship.
Therapeutic communication is _______ and __________
- Purposeful
- Time limited
