communication power point Flashcards
communication occurs when
Communication occurs when one person sends a message and another person receives it, processes it, and indicates that the message has been interpreted
communications is a
Is a continual circular process
communication can be either _____ or _____
verbal, nonverbal
verbal communication is ________ or_____ _____
spoken, written words
Nonverbal communication may be by:
Gesture
Body posture
Intonation
General appearance
Factors Affecting Communication
Cultural differences
Past experiences
Emotions and mood
Attitude of the individual
Cultural Differences include
Personal space
Eye contact
Meanings of words
Cultural norms
Religious beliefs
How we perceive what is communicated to us depends on:
Cultural values
Level of education
Familiarity with the topic
Occupation
Previous life experiences
Emotions and Mood effect on communication
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
Active listening
Requires
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
when interpreting Nonverbal Messages Observe for:
Posture
Gestures
Tone
Facial expression
Smiling or frowning
Eye contact
how to make sure that the patient interpreted the message the way you meant it
rephrasing the meaning of the message or directly asking a feedback question
when to adjust the style of communication
If the person is a slow, calm communicator, adjust to that pace
If a patient’s response is slow while communicating you should
allow plenty of time for consideration and a response
Therapeutic Communication Techniques
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
Blocks to Effective Communication
Changing the subject
Offering false reassurance
Giving advice
Making defensive comments
Asking prying or probing questions
Using clichés
Listening inattentively
Interviewing Skills
include
Establish a rapport
The nurse-patient relationship
Empathy
Becoming nonjudgmental
Maintaining hope
Truth telling
Application of the nursing process
Nurse-patient communication
Communicating with the
Hearing-Impaired
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
Communicating with an
Aphasic Patient
This patient requires specialized nursing interventions
A speech therapist can identify methods to facilitate communication for these patients
Communicating with Older Adults
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
communicating with childern
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
Assisting Older Adults
from Other Cultures
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
Communication within the
Health Care Team
Nurses’ notes
Physician’s orders and progress notes
Dietitian’s notes
OT, PT, and speech therapy notes
Shift report
Radiology and laboratory findings
End-of-Shift Report
Walking Rounds
Audiotape
Computerized sheets
ISBAR-R
ISBAR-R
stands for
Identify
Situation
Background
Assessment
Recommendation
Readback
Telephoning Primary Care Providers
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
Assignment Considerations and Delegating
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
Computer Communication
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
Communication in the Home and Community
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
