Communication Flashcards
Phases of the therapeutic relationship
preinteraction
introductory
working
termination
Preinteraction phase
nurse gathers information about the client before first face to face meeting
Introductory phase
nurse and client closely observe each other, establish the tone for the relationship, and develop a bond of trust and security
Working phase
nurse helps client explore thoughts, feelings and actions and to plan a program of action to meet preestablished goals
Termination phase
end of relationship once nurse has prepared client to deal with problems on their own
Verbal communication
always involves the use of words either spoken or written
Nonverbal communication
involves communicating without using words; examples include facial expressions, gestures, and touch
Stereotyping
Offering generalized and oversimplified beliefs about groups or individuals that are based on experiences too limited to be valid. These responses categorize individuals and negate their uniqueness as individuals.
Being defensive
Attempting to protect an individual or healthcare service from negative comments. These responses prevent the client from expressing true concerns.
Challenging
Giving a response that makes a client prove their statement or point of view. These responses indicate that the nurse is failing to consider the client’s feelings, making the client feel it necessary to defend a position.
Changing the subject
Directing the communication into areas of self interest rather than considering the client’s concerns is often a self-protective response to a topic that causes anxiety.
Unwanted reassurance/ using cliches
These responses block the fears, feelings, and other thoughts of the client
Using silence
accepting pauses or silences that may extend for several seconds or minutes without injecting any verbal response
Reflecting
directing ideas, feelings, questions, or content back to clients to enable them to explore their own ideas and feelings about the situation
Offering self
suggesting one’s presence, interest, or wish to understand the client without making any demands or attaching any conditions that the client must comply with to receive the nurse’s attention
Sequencing
helping a client clarify an event, situation, or happening in relationship to time
Acknowledging
Giving recognition, in a nonjudgmental way, of a change in behavior, an effort the client has made, or a contribution to a communication. Acknowledgment may be with or without understanding, verbal, or nonverbal.
Paraphrasing
Actively listening for the client’s basic message and then repeating those thoughts and/or feelings in similar words
Clarifying
A method if making the client’s broad overall meaning of the message more understandable by restating the message or asking the client to repeat or restate the message. Often done when message is initially not understood
Using open-ended questions
Asking broad questions that lead or invite the client to elaborate and explore thoughts and feelings.
Assertive communication techniques
Using “I” statements
Repetition
Thinking before speaking
Avoiding apologizing
Using “I” statements
voice their own feelings and wishes based on sound evidence without placing blame or raising the defenses of an individual to whom they are speaking
Repetition
repeating the request every time one meets resistance can be helpful; this technique has diminishing returns, the more often you repeat the less helpful it will be
Thinking before speaking
considering your words and tone of voice helps prevent you from saying something you will regret
