communication and documentation Flashcards
explain the communication process
The communication process is the; process of sending and receiving information
- a type of dynamic interactions between people and their environment using a process that involves celebration (thinking), cognition, hearing, speech production, and motor coordination
describe the modes and types of communication
Message - what is being communicated between the sender and receiver
Sender - the person who is relaying the message
Receiver - the person who is listening to the message
Feedback - a response to a message, either positive or negative
Channel - a communication model comprised of a sender-message-channel-receiver
describe the factors that influence communication
Verbal, non-verbal, emotional, energetic, and auditory
- what we say, our body language, what the receiver hears, what the speakers emotional state is, and how the speaker comes across all influence communication
describe the communication techniques necessary for developing a relationship with team members and clients
Being able to adapt to clients different needs and changing based on what they need
- work on modifying to the specific needs. If they had hearing aids, glasses, or something else make sure they have them. (Lowering the voice and speaking slower)
- be able to be in a good emotional state, don’t show off bad body language, and paying attention to what/how you say things
A postoperative care nurse is teaching a 76-year-old client who had cataract surgery about how to administer their eye drop medication after discharge. Which of the following forms of communication should the nurse use for this client?
verbal
A nurse manager is precepting a newly licensed nurse. At the end of the day, the nurse manager tells the newly licensed nurse, using a condescending tone and facial expression, that she did a good job considering her newness. Which of the following types and modes of communication are occurring here? (Select all that apply.)
passive aggressive
nonverbal
verbal
active listening
focusing on the client’s verbal and nonverbal messages
restating
paraphrasing what the client says to ensure understanding
reflection
used to reveal the feelings behind the message
open-ended questions
a technique used to get clients to disclose information
The nurse uses active listening to demonstrate attentiveness when talking with Ms. Hutchison. Which of the following actions should the nurse take when using this therapeutic communication technique? (Select all that apply.)
sit facing the client
make eye contact with the client
minimize distractions
Reflect on a time when someone wanted to talk with you about a concern. Drawing on your past experiences, what are some techniques you can use to help your clients communicate their feelings? (Enter your response and submit to compare to an expert’s response.)
To help clients communicate their feelings or concerns you should use therapeutic communication techniques including active listening, asking relevant questions, providing information, and silence. It is also helpful to share your observations about the situation, show empathy, and instill hope.
example of being critical of the client’s feelings
“and what exactly makes you say that?”
minimizing the client’s feelings
“don’t worry, things will get better soon”
changing the subject of the client’s concern
“perhaps you should focus on something else”
taking the focus of the conversation away from the client
“I know exactly how you feel”
When talking with Mr. Toledo about his concerns, which of the following statements should the nurse make to demonstrate therapeutic communication?
“Tell me more about what you mean when you say you don’t think you can do this.”
Recommendations for Communicating with Clients with Vision Loss
Identify and introduce yourself when you approach the client.
Tell the client when you are leaving the room.
Allow the person to take your arm.
Place the person’s hand on the back or arm of the seat.
Be specific when offering directions or use clock cues if the client is accustomed to this approach.
Examples: “Left about 10 feet” or “The door is at 10 o’clock.”
Provide medical information in large print, Braille, audio recording, printed information, or electronically using a computer-screen reading program.
Provide a reader who can effectively, accurately, and impartially read medical information to the client.
Recommendations for Communicating with Clients with Hearing Loss
Ask the client how they prefer to communicate and eliminate/minimize any background noise and distractions.
Ensure the assistive hearing device is working and the client is using it.
Before you speak, visually wave or lightly touch the client to get the client’s attention.
Do not exaggerate your words or raise your voice (unless requested to do so).
If the client lip reads, face them and keep your hands and objects away from your mouth.
Make appropriate eye contact, and do not turn away or walk around while communicating.
Understand that only 30% of lip reading is understood; therefore, be prepared to repeat information or questions.
Provide a sign language interpreter if necessary.
If an interpreter is present, speak directly to the client, not the interpreter, even if the client does not make eye contact with you. Pause occasionally to allow the interpreter time to translate accurately and completely. Provide real-time captioning and/or written material.
A nurse calls the unit to tell say that they will be late for their shift. The charge nurse responds, “Don’t worry, take your time and be safe.” After hanging up the phone, the charge nurse then says to staff at the nurses’ station, “I’m tired of that nurse always being late. I wish someone would do something about their tardiness.” Which of the following communication styles is the charge nurse demonstrating?
passive-aggressive
A nurse in the PACU is determining if a client has pain. The client is drowsy and opens their eyes to verbal stimuli but is unable to communicate their pain level. Which of the following actions should the nurse take?
use an alternative method for determining the client’s pain level
A nurse is instructing a client regarding heart-healthy activities. This action represents which of the following phases of the nurse-client relationship?
exploitation
A nurse enters a client’s room and stands near the client to ask them if they need anything. The client continues to watch the television, which is at a loud volume. Which of the following actions should the nurse take?
lower the volume on the television
A nurse is planning to teach new assistive personnel (AP) how to use a bedside glucose monitor to check a client’s blood glucose level. The nurse will include a 30-min face-to-face lecture and a written copy of the step-by-step procedure. Which of the following modes of communication is the nurse using in the teaching plan? (Select all that apply.)
verbal
written
nonverbal
A nurse in a provider’s office is caring for a client who has hypertension during a follow-up appointment and is focusing on the client’s ability to make healthy behavior changes. Which of the following statements by the nurse is an example of the use of affirmations?
“I’m glad you decided to continue your fitness routine”
A nurse manager is planning to introduce a new scheduling policy to the unit staff. Which of the following methods of communication should the nurse manager use?
schedule a face-to-face unit staff meeting
A hospice nurse is caring for a client who states that they want to have their last rites before they die. The nurse recognizes that which of the following factors is influencing the client’s request?
cultural factor
A nurse is assessing a client who came to the emergency department reporting chest pain. The client tells the nurse they have hearing loss and forgot to bring their hearing aid with them. Which of the following actions should the nurse take to improve communication with the client? (Select all that apply.)
move the client to a quiet area or private room
speak at a slower pace
avoid using medical terminology
A nurse is conducting a preoperative assessment of a client. Which of the following statements is an example of the nurse using motivational interviewing?
“you said that you’re sad. What is making you feel sad?”
A nurse receives a phone call from a client who was discharged yesterday. The client asks the nurse to email them a copy of their discharge instructions. Which of the following responses should the nurse make?
“I am unable to send your discharge instructions via email due to the HIPAA Privacy Act.”
A nurse is planning a presentation about skin care for a group of older adult clients at a senior center. Which of the following actions should the nurse take to enhance client learning?
ensure the room is well lit
A nurse is planning teaching for a client about wound care. Which of the following actions should the nurse take?
ensure the client is wearing their glasses or using hearing aids during teaching
A nurse is caring for a client who has refused to have a biopsy. The client states, “I don’t need the biopsy; I wouldn’t do anything about it anyways if it’s cancer.” The nurse replies, “You don’t want to have the biopsy because you would not seek treatment if it was cancer. Is that correct?” Which of the following therapeutic communication techniques is the nurse using?
restating
A nurse is providing discharge instructions to a client during a follow-up telephone call. Based on the Shannon-Weaver communication model, which of the following components of the model is the nurse demonstrating?
sender
A nurse is caring for a client who has dementia. Which of the following communication strategies should the nurse implement to communicate with the client?
speak to the client clearly and at a slow pace
A nurse is teaching a client who is newly diagnosed with diabetes mellitus. The client tells the nurse, “Thank you. I never really knew what caused diabetes.” Using the Schramm model of communication, the nurse should recognize the client’s statement as an example of which of following components of the model?
feedback
A nurse is planning to reconcile medications for a client who speaks a different language than the nurse. Which of the following actions should the nurse take?
request assistance from the facility’s interpreter
