communication power point

Question 1

communication occurs when

Answer 1

Communication occurs when one person sends a message and another person receives it, processes it, and indicates that the message has been interpreted

Question 2

communications is a

Answer 2

Is a continual circular process

Question 3

communication can be either _____ or _____

Answer 3

verbal, nonverbal

Question 4

verbal communication is ________ or_____ _____

Answer 4

spoken, written words

Question 5

Nonverbal communication may be by:

Answer 5

Gesture
Body posture
Intonation
General appearance

Question 6

Factors Affecting Communication

Answer 6

Cultural differences
Past experiences
Emotions and mood
Attitude of the individual

Question 7

Cultural Differences include

Answer 7

Personal space
Eye contact
Meanings of words
Cultural norms
Religious beliefs

Question 8

How we perceive what is communicated to us depends on:

Answer 8

Cultural values
Level of education
Familiarity with the topic
Occupation
Previous life experiences

Question 9

Emotions and Mood effect on communication

Answer 9

Anxious patients may not hear all that is said or may not interpret it correctly
An upset person may speak more loudly than usual
A depressed person may communicate minimally
A person’s attitude may affect how a message is received

Question 10

Active listening
Requires

Answer 10

Requires concentration and focused energy
Uses all the senses to interpret verbal and nonverbal messages (feedback)
Listens for feelings as well as words
Maintains eye contact without staring and makes a conscious effort to block out distractions

Question 11

when interpreting Nonverbal Messages Observe for:

Answer 11

Posture
Gestures
Tone
Facial expression
Smiling or frowning
Eye contact

Question 12

how to make sure that the patient interpreted the message the way you meant it

Answer 12

rephrasing the meaning of the message or directly asking a feedback question

Question 13

when to adjust the style of communication

Answer 13

If the person is a slow, calm communicator, adjust to that pace

Question 14

If a patient’s response is slow while communicating you should

Answer 14

allow plenty of time for consideration and a response

Question 15

Therapeutic Communication Techniques

Answer 15

Promoting communication between sender and receiver, obtaining feedback
Focusing on the communicator
Using silence and open-ended questions
Restating the message
Clarifying
Using therapeutic touch
Giving general leads
Offering self
Encouraging elaboration
Giving information
Looking at alternatives
Summarizing
Use patient’s name
OPEN ENDED questions
Verbalizing the implied
Using humor
Reflecting feelings and emotions
Paraphrasing

Question 16

Blocks to Effective Communication

Answer 16

Changing the subject
Offering false reassurance
Giving advice
Making defensive comments
Asking prying or probing questions
Using clichés
Listening inattentively

Question 17

Interviewing Skills
include

Answer 17

Establish a rapport
The nurse-patient relationship
Empathy
Becoming nonjudgmental
Maintaining hope
Truth telling
Application of the nursing process
Nurse-patient communication

Question 18

Communicating with the
Hearing-Impaired

Answer 18

Speak very distinctly
Do not shout
Speak slowly
Get the person’s attention
Maintain a good distance (2 1/2 to 4 feet)
Watch for nonverbal feedback
Use short sentences
Paraphrase for clarification

Question 19

Communicating with an
Aphasic Patient

Answer 19

This patient requires specialized nursing interventions

A speech therapist can identify methods to facilitate communication for these patients

Question 20

Communicating with Older Adults

Answer 20

Assess for hearing deficits
Assess for visual deficits
Give time for elders to formulate responses
Wait for an answer to one question before asking another
Obtain feedback

Question 21

communicating with childern

Answer 21

approach at eye level

use a calm friendly voice

keep patient in the room when possible

use short sentences

give simple explanations and demonstration

allow child to handle equipment

Question 22

Assisting Older Adults
from Other Cultures

Answer 22

Determine the language spoken
Obtain an interpreter if necessary
Enlist the aid of a family member if appropriate
Give printed materials if available and answer questions
Beware of cultural differences in:
Eye contact
Personal space

Question 23

Communication within the
Health Care Team

Answer 23

Nurses’ notes
Physician’s orders and progress notes
Dietitian’s notes
OT, PT, and speech therapy notes
Shift report
Radiology and laboratory findings

Question 24

End-of-Shift Report

Answer 24

Walking Rounds
Audiotape
Computerized sheets
ISBAR-R

Question 25

ISBAR-R
stands for

Answer 25

Identify
Situation
Background
Assessment
Recommendation
Readback

Question 26

Telephoning Primary Care Providers

Answer 26

Have patient data on hand: laboratory data, vital signs, urinary output, medication received
Keep chart handy and anticipate information that the physician may request
Know patient allergies and perform a quick assessment before calling
Prepare a concise problem statement
Document the call and physician’s response

Question 27

Assignment Considerations and Delegating

Answer 27

Give clear, concise messages and listen carefully to feedback

Include the result desired and the time line for completion along with the task assignment

Ask person to whom you are assigning a task if any questions about what is to be done, and ask for a summary of what is understood about the task to be done

Question 28

Computer Communication

Answer 28

Ability to use a computer for communication is essential for today’s nurse
Transmit requests for laboratory, dietary, radiology, physical therapy, respiratory therapy, and other services
Medication orders
Supplies for patient care
Update patient care plans
Computerized form of charting

Question 29

Communication in the Home and Community

Answer 29

Essential to state when instructions are about to be given so active listening can occur
Leave written step-by-step instructions with the patient whenever possible
Office and clinic nurses often assess patients who call in to see if they have an urgent need for medical attention