Communication with individuals in stressful situations

Question 1

Define stress.

Answer 1

represents a personalized physiological, psychological, and spiritual response to the presence of a stressor

Question 2

Define a stressor.

Answer 2

any demand, situation, internal stimulus, or circumstances that threatens a person’s personal security or self-integrity

Question 3

Describe what might be a sign or expression of stress.

Answer 3

• behaviour is out of character
• anger/hostility, apathy/withdrawn
• sickly sweet, undue praise
• refusal to participate
• lack of congruency btwn verbal/non-verbal
• overly friendly/familiar
• demanding/sarcastic
• attempts to shift responsibility for decisions to nurse

Question 4

What are some sources of stress in communication?

Answer 4

• personal attack
• patient status
• non-adherence to Rx regime
• aggressive/seductive or confusion
• differing values
• unreasonable requests
• requesting ++ info

Question 5

What are the 6 types of conflict?

Answer 5

Overt
Covert

Intrapersonal
Interpersonal

Functional
Dysfunctional

Question 6

What are some automatic responses to conflict to be aware of and avoid?

Answer 6

• retaliation
• false reassurance
• acting dictatorial
• giving in
• compromise
• defensive reactions
• passive/withdrawal
• aggression/sarcasm

Question 7

Describe some strategies to manage conflict (8)

Answer 7

1) be prepared for conflict
2) identify conflict issues
3) ID pt’s thoughts, feelings, requests
4) recognize own feelings, manage anxiety
5) accept legitimacy of having feelings
6) use assertive skills
7) use tension reducing activities
8) acknowledge conflict and involve parties to resolve it

Question 8

Describe how to set limits?

Answer 8

1) explain exactly what behavior is inappropriate
2) explain why behaviour is inappropriate
3) give person choices and consequences
4) allow person a reasonable amount of time
44

Question 9

What are some things to avoid when setting limits?

Answer 9

• demanding compliance
• giving unreasonable alternatives
• using individual or group punishment
• giving double messages
• arguing
• interrupting
• overriding other’s decision regarding rules and expectations
• threatening
• ridiculing or belittling
• consequences without explanations