Communicator. (Ch 21) Flashcards
Stimulus
Patient need that must be addressed
Communication
Process of exchanging information and generating and transmitting meanings between two or more individuals
Source (encoder)
Person or group who initiates or begins the communication process
Message
Actual physiologic product of the source
Channel of communication
Medium the sender has selected to send the message
Message can be sent to the receiver through following channels
Auditory
Visual
Kinesthetic
Receiver (decoder)
must translate and interpret the message sent
Noise
factors that distort the quality of a message
verbal communication
exchange of information using words, including the spoken and written word
language
prescribed way of using words so that people can share information effectively.
nonverbal communication (body language)
transmission of information without the use of words
Interpersonal communication
occurs between two or more people with a goal to exchange messages
Organizational communication
occurs when individuals and groups within an organization communicate to achieve established goals
Group dynamics
how individual group members relate to one another during the process of working toward group goals
SBAR
situation
background
assessment
recommendation
Helping relationship
exist among people people who provide and receive assistance in meeting human needs
Three phases of helping relationship
orientation
working
termination
Empathy
identifying with the way another person feels
Rapport
feeling of mutual trust experienced by people in a satisfactory relationship
Open ended questions
allow the patient a wide range of possible repsonses
Closed question or comment
provides the receiver with limited choices of possible responses and might often be answered by one or two words
Validating questions
type of question or comment serves to validate what the nurse believes is heard or observed
Clarifying question
allows the nurse to gain an understanding of a patient’s comment
Reflective question
involves repeating what the person has said or describing the person’s feelings
Sequencing questions
used to place events in chronological order or to investigate a possible cause-and effect relationship between events
directing question
might become necessary at times to obtain more information about a topic brought up earlier in the interview or to introduce a new aspect of the current topic
Four components of assertive response
- having empathy
- describing one’s feelings or the situation
- clarifying one’s expectations
- anticipating consequences
Cliche
stereotyped, trite, or pat answer
Horizontal violence
anger and aggressive behavior between nurses, or nurse to nurse hostility.
David K. Burlo
Credited with the classic description of the communication process.
Source (encoder), message, channel, receiver ( decoder)
