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N102 > Communication strategies I: understanding > Flashcards

Communication strategies I: understanding Flashcards

1
Q

What is understanding?

A

viewing someone’s world from their perspective

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2
Q

What is internal and external understanding?

A

internal understanding: subjective (what the person tells you)

External understanding: objective (you taking into account every piece of data)

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3
Q

What are the 5 ways of responding to express understanding?

A

ADVISING AND EVALUATING

ANALYZING AND INTERPRETING

REASSURING AND SUPPORTING

QUESTIONING AND PROBING

PARAPHRASING AND UNDERSTANDING

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4
Q

what is advising and evaluating?

A

offering a solution, opinion or advice

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5
Q

What are the potential problems with advising and evaluation.

A
  • conveys superiority or “nurse knows best”
  • advice may not be accurate for the patient
  • potential for blaming if advice doesn’t work
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6
Q

What should you ask yourself before you give advice and evaluation?

A

are you CONFIDENT the advice is ACCURATE?

is this person WILLING to accept the advice

what WILL HAPPEN if the advice does not work

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7
Q

What is analyzing and interpreting?

A

it is reading into a patient’s message to convey that the nurse knows what the patient feels or thinks

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8
Q

What are the potential problems with analyzing and interpreting?

A

interpretation may not be correct

may limit further exploration of issues

conveys superiority or “nurse knows best”

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9
Q

What should you ask yourself before doing analyzing and interpreting?

A

What has the patient directly expressed?

even if you are correct, how will sharing this help?

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10
Q

What is reassuring and supporting?

A

statements that attempt to remove a patient’s doubt or fears.

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11
Q

What are the potential problems of reassuring and supporting?

A

May offer false reassurance

May deny people the right to their feeling or minimize the significance of the situation

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12
Q

What should you ask yourself before doing reassuring and supporting?

A

Is the reassurance realistic?

How will this help? Who will this help (can’t be to reassure you, needs to be for the patient)

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13
Q

What is questioning and probing?

A

it is gathering more information and exploring a situation

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14
Q

What are the potential problems of questioning and probing?

A

Can be distracting

Can turn a conversation into an interrogation

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15
Q

What should you ask yourself before doing questioning and probing?

A

Do you need more information to understand?

Why am I asking this question (can not be out of curiosity)

Will it help the patient be more precise?

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16
Q

What is paraphrasing and understanding?

A

rephrasing a patient’s expressions into the nurse’s own words to convey understanding and seek clarification

17
Q

What are the potential problems of paraphrasing and understanding?

A

can shift focus of the conversation to the nurse?

18
Q

What should you ask yourself before you do paraphrasing and understanding?

A

Do I want to demonstrate that I have been listening?

Do I need to check for accuracy in order to understand?

Is this the right time to demonstrate I have been listening in this manner or would something like a head nod be more appropriate?

19
Q

What are the 4 therapeutic responses?

A

PARAPHRASING

SEEKING CLARIFICATION

REFLECTING FEELINGS

THERAPEUTIC TOUCH

20
Q

Explain the therapeutic response of paraphrasing.

A

it is restating a patients primary words/thoughts

  • allows nurse to communicate understanding
  • acknowledges what has been said
  • demonstrates listening
  • very effective early in relationship because it builds trust
  • allows ACCURACY, patient can correct
21
Q

Why is the therapeutic response of paraphrasing more effective early in the relationship than later?

A

because early it helps to demonstrate respect and build trust/rapport

later on, trust and rapport have been established and paraphrasing becomes less important

22
Q

Explain the therapeutic response of seeking clarification.

A

It is expressed as a question to the patient to allow a better understanding and accuracy:

  • do you mean that?
  • are you saying that….?
  • could you try to describe that?
  • I am not sure I understand…

Useful if message is unclear or not understood

Nurse takes responsibility for understanding

23
Q

Explain the therapeutic response of reflecting feelings.

A

It is mirroring the feelings expressed by the patient.

  • conveys recognition of the feelings
  • confirms the existence of emotions
  • identifies destructive/constructive emotions
24
Q

What are the 4 steps to reflecting feelings?

A
  1. listen to the patient and identify the feeling
  2. read the patient’s non-verbal behavior
  3. rephrase this feeling using different words
  4. use personal pronouns
25
Q

Explain the therapeutic response of therapeutic touch.

A

It is a powerful listening response that allows for human connection in communication. (often first experience of communication; handshake)

used when words may fail to convey depth.

26
Q

What are the cautions of using therapeutic touch?

A
  • be culturally sensitive
  • consider duration/intensity/body part touched
  • assess patient’s receptiveness
  • contraindicated in certain situations
27
Q

What are some tips to communicating with older adults that are hearing impaired?

A
  • determine better ear, speak to that side
  • adjust hearing aids
  • speak in a normal voice
  • address by name
  • lower pitch if voice is high
  • face person so facial expression is visible
  • keep background noise to a minimum
  • obtain feedback to monitor understanding
28
Q

What are some tips to communicating with older adults that are vision impaired?

A
  • ensure eyeglasses are clean and in place
  • identify self by name when entering room
  • stand in front and use hand movements
  • verbally express information
  • use appropriate lighting
  • remove any hazards and lighting glares
  • use words to describe landmarks

N102 (14 decks)

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