Communication Flashcards
Stimulus
Initiates the communication process to
Source (encoder)
Person/ group who initiated the communication process
Message
Communication product from the source
Channel
Medium the sender uses to send the message; targets the receivers senses
Receiver (decoder)
Person that translates and interprets the message
Confirmation (feedback)
Evidence that the receiver understands the message
Forms of communication
Verbal
1) depends on language
- Reveals information about intelligence, education and culture
Forms of communication (non verbal)
Nurses should be mindful of cultural variations in communication to avoid misunderstandings
Non verbal communication
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
Non verbal communication continued
3) facial expressions
- most expressive
- not easy to judge ( can openly convey feeling or mask feeling)
- some facial expressions can misrepresent feelings
4) posture
Non verbal communication continued part 3
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
Form of communication (hand off)
Accurate communication between healthcare workers promotes patient safety, eliminate errors, identifies emergencies or problems
Forms of communication ( handoff / SBAR)
SBAR Communication illuminates breakdowns in communication and potential adverse effects
Situation
Background
Assessment
Recommendation
Factors affecting communication
1) age / developmental level
2) gender
3) sociocultural differences
4) environment
- home health vs. hospital
- proximity
- comfort
- distractions
Factors affecting communication part 2
5) physical, psychological and emotional health
- pain
- impending procedure
- depression
- dementia
6) values
- nurse values
- patient motivation
Promoting therapeutic communication: building the helping relationship (nursing traits)
- warm and friendly
- open and respectful
- empathy vs. sympathy
- honest, authentic and trusting
- caring
- competence
Building the helping relationships (building rapport)
- identify a specific objective
- provide a comfortable environment
- promote privacy and confidentiality
- be patient focused vs. task focused
- thorough observations and assessment
- pacing
Developing communication skills
- tone
- accuracy and clarity
- flexibility and openness
- semantics
- honesty
- use your opportunities
Developing listening skills
- posture and body language
- pay attention
- natural conversation
- timing
- nonverbal communication
- check attitude
Interviewing techniques
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
Interviewing techniques part two
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
Promoting therapeutic communication ( cultural competence)
- 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
Blocks to communication
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
Blocks to communication between healthcare workers
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
