Communication Lecture 8/31 Flashcards
Communication
The process by which information is transferred from one person to another.
Information is shared between the sender and receiver through verbal connection, body language, emotions, and the use of technology or other equipment.
Shannon-WeaverCommunication Model
One of the first communication models.
Designed as a technical communication model but laid the groundwork for future variations.
Comprised of six concepts: sender, encoder, channel, decoder, receiver, and noise.
Schramm’s Model of Communication
This model suggests that communication is an engaged process where the sender and receiver send messages back and forth and receive feedback.
Berlo’s Model of Communication
Often called the
S-M-C-R model for the four components, which are comprised of sender, message, channel, and receiver.
There are multiple communication models, but each has at minimum a
sender, receiver, and message.
Feedback allows the sender and receiver to know
the message was properly understood.
Both verbal communication —
nonverbal communication
play important roles in
–(what is said)
–(physical gestures, also known as body language) ———–interactions among nurses, clients, and their families.
Auditory Communication
What the receiver hears when the sender speaks a message.
Speed and tone of voice
Physical and intellectual disabilities or outside disruptors like noise from medical equipment.
Emotional Communication
-The speaker’s emotional state when conveying a message.
-Messages conveyed with negative emotions or a condescending attitude will not be well received by the listeners.
-Speaking to a client from an empathetic frame of mind will often help build trust and a positive rapport.
Energetic Communication
How the person projects themselves.
Maintaining a caring and compassionate attitude and demonstratingempathy.
Four Modes of Communication
Verbal
Nonverbal
Electronic
Written
Communication Styles:
Passive: want to avoid conflict, so individual says nothing or simply agrees.
Assertive: honest and clear communication that does not violate the rights of others.
Aggressive: communication that is verbally, and sometimes physically, abusive.
Passive Aggressive: communication that appears passive on the surface, but often, the individual is demonstrating anger in a subtle, indirect, or secretive way.
Passive:
want to avoid conflict, so individual says nothing or simply agrees.
Assertive:
honest and clear communication that does not violate the rights of others.
Aggressive:
communication that is verbally, and sometimes physically, abusive.
Passive Aggressive:
communication that appears passive on the surface, but often, the individual is demonstrating anger in a subtle, indirect, or secretive way.
Clients’
psychosocial and
physiological factors,
as well as those of the nursing staff,
can influence communication effectiveness
Can you think of examples?
Communication Influencers
Psychosocial Factors
Physiological Factors
Developmental and Cognitive Factors
Situational and Environmental Factors
Cultural and Demographic Factors
Psychosocial Factors
Nursing is often faced with a lack of available staff and time constraints.
Patients: emotional support, financial and spiritual concerns
Physiological Factors
Hearing and vision loss
Developmental and Cognitive Factors
Autism
Down’s Syndrome
Disease processes
Therapeutic Communication
Listening skills
Empathy
Nontherapeutic communicationresults in
misunderstandings, poor patient care, and decreased patient satisfaction.
Developing Relationships
Orientation
Identification
Exploitation
Resolution/Termination
Therapeutic Communication Techniques
Active listening
Open-ended questions
Accepting
Giving recognition
Restating
Summarizing
Reflecting
Interprofessional Communication
Institute of Medicine (IOM)
The Interprofessional Education Collaborative
-Work with each other respectfully
-Work together utilizing each other’s knowledge to care for clients and promote health
-Communicate effectively as a team to promote clients’ health
-Use effective dynamics and values within the team to develop and use client-centered care and health promotion policies
Motivational Interviewing
A form of therapeutic communication that allows the nurse and client to develop plans to promote the client’s using several techniques.
Known by the mnemonic, OARS:
-open-ended questions
-affirmations
-reflective listening
-summarizing
Nontherapeutic Barriers
Not listening
Rejecting what the client is saying
Being critical
Trying to reassure the client by dismissing concerns
Giving advice
Lack of time
Biases
Sample Communication Barriers
Language differences
Cultural diversities
Speech or hearing impairments
Developmental or cognitive disorders
Medication effects
Effects of recreational drugs
Distress
Environmental factors
