Communication

Question 1

Stimulus

Answer 1

Initiates the communication process to

Question 2

Source (encoder)

Answer 2

Person/ group who initiated the communication process

Question 3

Message

Answer 3

Communication product from the source

Question 4

Channel

Answer 4

Medium the sender uses to send the message; targets the receivers senses

Question 5

Receiver (decoder)

Answer 5

Person that translates and interprets the message

Question 6

Confirmation (feedback)

Answer 6

Evidence that the receiver understands the message

Question 7

Forms of communication

Verbal

Answer 7

1) depends on language

- Reveals information about intelligence, education and culture

Question 8

Forms of communication (non verbal)

Answer 8

Nurses should be mindful of cultural variations in communication to avoid misunderstandings

Question 9

Non verbal communication

Answer 9

1) touch
- expresses comfort affection security anger and frustration excitement

2) eye contact
- presence of: often used to gain attention, respect in some cultures, openness, signs of disrespect in some cultures
- absence of: anxiety, defenseless ness, avoidance

Question 10

Non verbal communication continued

Answer 10

3) facial expressions
- most expressive
- not easy to judge ( can openly convey feeling or mask feeling)
- some facial expressions can misrepresent feelings

4) posture

Question 11

Non verbal communication continued part 3

Answer 11

5) gait
- shuffling, purposeful, bending, slowing
6) gestures
- Very important when language barriers are present
7) physical appearance and grooming
- affected by illness and psychosocial well-being
8) sounds
- crying, moaning, sighing
9) silence
- go to indicate complete understanding; anger, thinking/ contemplation

Question 12

Form of communication (hand off)

Answer 12

Accurate communication between healthcare workers promotes patient safety, eliminate errors, identifies emergencies or problems

Question 13

Forms of communication ( handoff / SBAR)

Answer 13

SBAR Communication illuminates breakdowns in communication and potential adverse effects

Situation
Background
Assessment
Recommendation

Question 14

Factors affecting communication

Answer 14

1) age / developmental level
2) gender
3) sociocultural differences

4) environment
- home health vs. hospital
- proximity
- comfort
- distractions

Question 15

Factors affecting communication part 2

Answer 15

5) physical, psychological and emotional health
- pain
- impending procedure
- depression
- dementia

6) values
- nurse values
- patient motivation

Question 16

Promoting therapeutic communication: building the helping relationship (nursing traits)

Answer 16

• warm and friendly
• open and respectful
• empathy vs. sympathy
• honest, authentic and trusting
• caring
• competence

Question 17

Building the helping relationships (building rapport)

Answer 17

• identify a specific objective
• provide a comfortable environment
• promote privacy and confidentiality
• be patient focused vs. task focused
• thorough observations and assessment
• pacing

Question 18

Developing communication skills

Answer 18

• tone
• accuracy and clarity
• flexibility and openness
• semantics
• honesty
• use your opportunities

Question 19

Developing listening skills

Answer 19

• posture and body language
• pay attention
• natural conversation
• timing
• nonverbal communication
• check attitude

Question 20

Interviewing techniques

Answer 20

1) Open ended questions
- allow a wider range of possible responses
2) Close questions
- Limits possible responses
- gather specific information
- yes or no
3) clarifying questions
- allows the nurse to gain an understanding of what is being said
- ever you suggest inattentiveness

Question 21

Interviewing techniques part two

Answer 21

4) reflective questions
- repeating the patient statement or describing the patient’s feelings
- Encourages elaboration

5) sequencing questions/comment
- used to place events in chronological order
- cause and effect

6) Direct in question/comment
- to gather more information about a subject discussed earlier in the interview
- Introduce a new aspect of a current topic

Question 22

Promoting therapeutic communication ( cultural competence)

Answer 22

• check your biases and attitude
• identify communication variables
• use culture and communication needs as a basis of the plan of care (modify communication to meet these needs)
• always show respect
• in patient interview ask about medication, remedies and approaches to illness
• Identify the patient’s expectations of the care, understanding of procedures, and values impacting health

Question 23

Blocks to communication

Answer 23

Non-therapeutic questions/comments:

1) cliches
2) yes or no questions unless seeking specific info
3) why or how questions
4) probing questions- that obviously probe for information
- the the patient take the lead
5) leading questions
- proposes the answer that the patient should have or that the nurse wants to hear
- boost dishonest response
6) giving advice
7) judge mental comments/tone
8) changing the subject
9) false reassurance
- may show lack of interest
10) failing the address patients concerns
11) scolding
12) confidentiality/ privacy breech

Question 24

Blocks to communication between healthcare workers

Answer 24

Disruptive behavior

1) gossip
2) bullying
- horizontal violence- bullying or aggressive behavior between employees (nurse to nurse)
- lateral violence- bullying or aggressive behavior by a colleague in a higher position directed at a subordinate or colleague in a lower level position (nurse to cna)
- bullying between nurse and physician