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Nurse 114 Nursing Communication > Comprehensive > Flashcards

Comprehensive Flashcards

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1
Q

The simplest model of communication reflects the work of?

A

Shannon and Weaver

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2
Q

What does the shannon and Weaver model of communication consist of? 5 thing SMCNR

A

-Sender -Message -Channel -Noise -Receiver

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3
Q

What is missing from the shannon weaver model of communication?

A

Context

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4
Q

What is missing from the david berlo model o communication

A

Feedback

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5
Q

What is the hawthorne effect?

A

States that words are not always needed to communicate. -we can communicate through actions and body language

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6
Q

What is verbal communication

A

An exchange of information using words -Written or spoken

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7
Q

What is a response

A

Feedback to the sender on how well the message was understood

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8
Q

What is evaluation?

A

Reciever sorts facts from opinion, including logical and emotions components

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9
Q

What is interpreting

A

to place a message in meaningful context

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10
Q

What is sensing?

A

Hearing, seeing, and receiving verbal and non-verbal aspects of the message

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11
Q

Who is credited with the origional model of communication

A

David Berlow

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12
Q

What are the 5 major effects of effective communication with the patient?

A
  1. Builds trust 2. Increases compliance 3. Relieves Stress 4. Reduces recovery time 5. Improves patient satisfaction
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13
Q

__% for Med error and __% of hospital deaths are from poor communication

A

55 65

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14
Q

What goals need to be met to develop self-awareness?

A

-Distinguish own emotional needs vs patient needs -Meet the needs of personal emotions outside of the nurse-patient relationship

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15
Q

Why is being self aware of nonverbal communication important.

A

Because patients WILL notice your nonverbal communications

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16
Q

How can self reflection help you build self awareness?

A

It allows you to identify your behaviors and attitude and gives you the chance to adjust these attitudes

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17
Q

How can deliberate thought help develop self awareness?

A

It allows you to make peace with your mistakes

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18
Q

What are the four main factors in Self-awareness?

A

-Professional boundaries -Reflective practice -Avoiding stereotypes -Becoming nonjudgmental

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19
Q

When do most boundary violations occur?

A

When there is confusing between the needs of the nurse and the needs of the patient

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20
Q

Explain the Continuum of professional Behavior

A

It is a continuum that shows that therapeutic relationships are not set and defined. They occur over a range that depend on the stiuation

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21
Q

What is the left side of the Continuum of professional Behavior?

A

Under involvement

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22
Q

What are some things included under under involvement?

A

-Patient abandonment -Disinterest -Neglect

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23
Q

What is on the right side of the Continuum of professional Behavior

A

Over involvment

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24
Q

What are some things considered over involvement?

A

-Boundary crossing -Boundary violation -Professional sexual misconduct

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25
Q

Are boundary crossings a sudden thing?

A

Most of the time no. Crossing a boundary is something that is built up to.

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26
Q

How do you document a boundary crossing incident?

A

-Keep comments restrictive and specific -Document what lead to conclusions not the conclusions themselves -Be discriptive in notes

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27
Q

What are some questions you need to ask during self reflections of a boundary crossing event?

A

-What was the intent -Was it for therapeutic purpose -Patients best interest -Did it optimize or detract from care -Was it appropriately documented

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28
Q

What is reflective practice?

A

When you take time to focus on own thought and feelings and understand how these can affect behaviors toward patients

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29
Q

What are some steps to take to become less judgmental?

A

-Avoid stereotypes, prejudices, and bias -Acknowledge all patients rights to be who they want to be -Convey acceptance to patients

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30
Q

What is communication?

A

The exchange of thoughts, ideas, or information.

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31
Q

What are the two types of communication?

A

Verbal and non-verbal

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32
Q

What does verbal communication consist of?

A

All speech oral and written

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33
Q

What does non-verbal communication consist of?

A

All non-speech -Grooming -Clothing -Gestures -Posture -Facial expressions -Eye contact

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34
Q

What are some non-verbal communications to avoid during therapeutic communication

A

-Excessive or insufficient eye contact -Distraction and distance -Standing when the patient is sitting/laying down

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35
Q

What is congruent communication?

A

Verbal and nonverbal communication that are consistent and reinforce each other

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36
Q

What is incongruent communication?

A

speech and nonspeech that do not match

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37
Q

What are four ways to become a better communicator?

A

-Listen -Be empathetic -Ask open-ended questions -Give information

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38
Q

What are the two main factors that promote effective communication?

A

-Rapport builders -Dispositional Traits

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39
Q

What are Dispositional Traits?

A

Traits that make you who you are

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40
Q

Give examples of desirable dispositional traits

A

-Being warm and friendly -Being open and respectful -Being honest -Being empathetic -Be caring -Be competent -Be genuine

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41
Q

What is a rapport builders?

A

Things that build rapport with the client

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42
Q

What are some examples of Rapport builders?

A

-Ensuring the patient feels cared for -Maintaining open communication -Providing privacy -Ensuring confidentiality -Give personal space -Ensuring the patient is aware of the next steps

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43
Q

What are the three role types that a group member can take on?

A

-Task oriented -Group building or maintenance -Self-serving

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44
Q

What occurs during the forming phase of group development

A

The group comes together for the first time

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45
Q

What occurs during the Storming phase of group development

A

Roles are established

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46
Q

What occurs during the Norming phase of group development

A

A plan is made and agreed upon

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47
Q

What occurs during the Performing phase of group development

A

The work is done and completed

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48
Q

What occurs during the Adjourning phase of group development

A

The group disbands and debrief’s

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49
Q

What are the three phases of therapeutic conversation

A

-Orientation -Working -Termination

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50
Q

What is the main focus of the orientation phase?

A

Relationship/trust building

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51
Q

What are the two best ways to build trust with a patient?

A

-Answer questions fully -Listen to client

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52
Q

Why is patient trust important?

A

If the patient trusts you they will continue to answer your questions

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53
Q

What are some aspects of the orientation phase?

A

-Trust and relationship are built -Agreement to work together is made -Concerns are identified -Establish Goals

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54
Q

What is the working phase?

A

-the phase when you are working towards the goals established in orientation phase. -Be self-aware -continue to build trust

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55
Q

When does the termination phase begin?

A

In the orientation phase

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56
Q

What is done during the termination phase

A

-Evaluate goals -Share feelings about relationship -discuss followup plans

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57
Q

What is the Attending skill in the orientation phase

A

Conveying to the client by giving them your total physical and mental attention that you are a person who cares about what concerns him or her

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58
Q

What is the empathy(primary) skill in the orientation phase

A

Responding to the client in a way which demonstrates that you understand the world from his or her perspective

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59
Q

What is the respect skill in the orientation phase

A

Communicating the valuing of the clients unique feelings and experiences

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60
Q

What is the genuineness skill in the orientation phase

A

Your caring and helping must come from your honest, open humanity

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61
Q

What is the concreteness skill in the orientation phase

A

Helping the client to identify feelings and behaviors very specifically

62
Q

What is the Empathy (advanced) skill in the working phase

A

The nurse adds perspective to what the client says by including what may be implied or said non-verbally

63
Q

What is the Self-disclosure skill in the working phase

A

The nurse share own experience IF and ONLY IF it will help the client to understand their experience

64
Q

What is the Immediacy skill in the working phase

A

The urse shares own reaction to the nurse-client relationship

65
Q

What is the Confrontation skill in the working phase

A

The nurse points out discrepancies, distortions, and misinformation in the clients life With the goal of promoting understanding

66
Q

What is the “offer alternative frames of reference” skill in the working phase

A

Give new perspectives and opinions * DONT FIVE ADVICE*

67
Q

Before the nurse used self-disclosure, _____ must be established

A

Trust

68
Q

What is an open ended question?

A

A question that allows for the patient to explain or give information freely.

69
Q

What is the most controversial term for open ended questions *Explain*

A

“WHY” It will sound like an accusation and will put the client on the defensive

70
Q

What is a closed ended question.

A

A yes or no type question

71
Q

What is an important consideration in regard to asking alot of closed ended questions?

A

To ‘Break up the laundry list” meaning find ways to space the questions out so you do not sound like an impersonal robot

72
Q

What is rephrasing?

A

Changing the way you communicate a question or statement to allow for better understanding

73
Q

What are three types of verbal communication to avoid?

A

-Biases or leading questions -Rushing through the interview -Reading the questions

74
Q

What are some considerations to take when using therapeutic communication on a geri

A

speak slower and louder

75
Q

A helping relationship is characterized by _____

A

an unequal sharing of information

76
Q

Helping relationships are built on _____

A

the patients needs

77
Q

Who is accountable for the outcomes of a helping relationship?

A

the person providing assistance

78
Q

What two adaptation forms maintain physiologic homeostasis?

A

-Local Adaptation system -General Adaptation syndrome

79
Q

What is the Local Adaptation System (LAS) What are its two main parts?

A

-Localized adaptations in response to physical stressors. –Reflex pain response –Inflammatory response

80
Q

What is the General Adaptation Syndrome? (GAS) Who is attributed with it?

A

The biochemical model of stress. How the mody adapts to stress that cant be controlled locally Hans Selye

81
Q

What are the three stages of General Adaptation Syndrome

A

-Alarm reaction -Stage of resistance -Stage of exhaustion

82
Q

What occurs during the Alarm reaction stage of GAS

A

-Stressor is perceived and defense mechanisms are activated -Fight or flight -Hormone levels rise -Shock and counter shock

83
Q

What occurs during the Stage of resistance?

A

-Body attempts to adapt -Systems and vitals return to normal -Balance is achieved or Adaptation fails

84
Q

What occurs if Adaptation fails during the stage of resistance?

A

Then the stage of Exhaustion occurs

85
Q

What occurs during the stage of exhaustion?

A

The body enters rest and mobilizes defenses or it dies

86
Q

What are the three major needs of psychological homeostasis?

A

-Love and belonging -Safety and Security -Self-esteem

87
Q

What are the three main emotion responses to stress?

A
  • Mind-Body interaction - Coping/defense mechanisms -Anxiety
88
Q

What is the most common emotional reaction to stress?

A

Anxiety

89
Q

What are the 4 levels of anxiety?

A

-Mild -Moderate -Severe -Panic

90
Q

What happens to vitals during mild anxiety?

A

nothing

91
Q

What happens to vitals during moderate anxiety?

A

They begin to slightly increase

92
Q

What happens to vitals during severe anxiety?

A

-Tachycardia -Hyperventilation

93
Q

What happens to vitals during panic anxiety?

A

-Palpitations -Choking -Chest pain -Tachycardia -Hyperventilation

94
Q

What happens to Perception and Attention during mild anxiety?

A

-Increased arousal and focus

95
Q

What happens to Perception and Attention during moderate anxiety?

A

Narrowed focus

96
Q

What happens to Perception and Attention during severe anxiety?

A

Inability to focus

97
Q

What happens to Perception and Attention during panic anxiety?

A

Distorted perception

98
Q

What happens to communication during mild anxiety?

A

Increased questioning

99
Q

What happens to communication during moderate anxiety?

A

-Voice tremors -Focuses on particular objects

100
Q

What happens to communication during severe anxiety?

A

-Difficulty understanding -easily distracted

101
Q

What happens to communication during panic anxiety?

A

-Trembling -Unpredictable responses

102
Q

What are some examples of behaviors associated with coping mechanisms?

A

-Crying -Laughing -Sleeping -Cursing -Smoking/drinking -exercise -Lack of eye contact -limiting relationships

103
Q

What are the three Task-oriented reactions to stress?

A

-Attack Behavior -Withdraw Behavior -Compromise Behavior

104
Q

What are some Defense Mechanisms?

A

-Denial -Displacement -Introjection -Projection -Rationalization -Reaction formation -Regression -Repression -Sublimation -Undoing

105
Q

What adapting to an illness, What are some general tasks?

A

-Maintaining self-esteem -Maintaining personal relationships

106
Q

What adapting to an illness, What are some illness related tasks?

A

-Handling pain -Handling Disability

107
Q

What are some family stressors?

A

-Change in roles and structure -Loss of control over normal routine -Financial Stability

108
Q

What are the three main factors that affect stress and adaptation

A

-The source of the stress -The type of stressors -Personal Factors

109
Q

What are the two main categories of stress?

A

-Developmental -Situational

110
Q

What is developmental stress?

A

-Predictable stressors that come with normal tasks of development -example: Learning to trust as an infant and learning to control body eliminations as a toddler

111
Q

What is situational stress?

A

Stress that does not occur in predictable patterns and comes from a multitude of stressor types

112
Q

What are some ADL’s that help relieve stress?

A

-Exercise -Rest/sleep -Nutrition -Support systems -Stress management techniques

113
Q

What are some common Stress management techniques?

A

-Relaxation -Meditation -Anticipatory Guidance -Guided imagery -Biofeedback -Crisis intervention

114
Q

What is Crisis intervention?

A

A plan that allows you to: -Identify the problem -List alternatives -Choose from the alternatives -Implement plan -Evaluate the outcome

115
Q

Why is it important for nurses to remain civil?

A

-Because nurses don’t always help each other in the way that they help patients -Incivility is extremely volatile -incivility increased the chance of bullying

116
Q

what is lateral violence?

A

-Nurse to nurse aggression -When a nurse overtly or covertly directs satisfactions towards another nurse

117
Q

What is incivility?

A

When rude behaviors are allowed to occur

118
Q

What type of behaviors does incivility perpetuate?

A

discourteous

119
Q

What type of environment does incivility create?

A

one that does not promote the individuals potential

120
Q

Incivility arises from……

A

The social interactions allowed by leadership

121
Q

What does lateral violence/incivility look like

A

-Gossiping -Lack of openness -Face-making

122
Q

What are the three A’s of civility?

A

-Acknowledgment -Authentic Conversations -Action

123
Q

How does incivility make someone feel?

A

-Lone -Sad -Scared

124
Q

What are the three main variables that can lead to incivility?

A

-Leadership -Culture -Inexperience

125
Q

How does leadership effect bullying?

A

Extreme and weak styles of leadership promote higher rates of bullying

126
Q

What is the outcome of incivility that is allowed to continue?

A

Bullying

127
Q

What happens to the nursing profession if bullying is allowed to continue?

A

-Decreased job satisfaction -Decreased quality of patient care -Decreased physical and mental health of the RN -Increased turnover rates -Harm to the reputation of the profession

128
Q

Group ____ is a strong predictor of nurse retention and work satisfaction

A

Cohesion

129
Q

Nurses who experience occupational burnout are more likely to _____

A

Abuse other nurses

130
Q

What are the four categories of incivility intervention? WCEE

A

-Workplace relationships -Communication -Empowerment -Environment

131
Q

What accronym is used for negative workplace relationship intervention? What does it stand for?

A

CREW Civility Respect & Engagement in the Workplace

132
Q

What are some aspects of CREW intervention?

A

-Use direct conversations -New ways of interacting -Move away from established patterns -focus on employee ownership -Be active not Passive

133
Q

What intervention should be used for negative workplace communication?

A

-Use cognitive skills vs. reactive approach -Interrupt negative communication before more negativity is created

134
Q

What is the cognitive rehearsal technique (CRT)

A

-Create a “mental plan” in response to an uncivil situation so you can react in a positive way instead of reacting blindly and possibly

135
Q

What percentage of new grad nurses experience burnout due to a dis-empowering work environment?

A

66%

136
Q

What intervention should be used for disempowerment?

A

Use the Structural empowerment model

137
Q

What are some aspects of the structural empowerment model?

A

-Accomplish your work in meaningful ways -Communicate and share your goals -Support and recognize autonomy -identify your opportunities and ways to advance

138
Q

What intervention should be used for a negative work environment?

A

Positive Behavior Support (PBS)

139
Q

What are some aspects of positive behavior support?

A

-Create and preserve a safe environment -use different behaviors while communicating -interact in ways that are positive instead of negative

140
Q

Who originated the term “therapeutic use of self”?

A

Hildegard Peplau

141
Q

What is the grounding for therapeutic use of self?

A

The traditional nures-patient relationship

142
Q

What are the three phases of the traditional nurse-patient relationship?

A

-orientation:introductory phase -Working:address tasks -Termination:Therapeutic end to relationship

143
Q

Positive feelings during the termination phase are often about _____

A

the gains made

144
Q

What does the older model of nurse-patient relationship assume?

A

that the relationship is linear, incremental, trusting, and cooperative

145
Q

What is considered the more relevant model of the nurse patient relationship?

A

Patient-Centered Care (PCC)

146
Q

What three things does PCC depend on? ACT

A

-Alleviating patient vulnerabilities -Therapeutic engagement -Communication as the primary instrument

147
Q

What are the for main criteria for successful communication? AEFF

A

-Feedback -Appropriateness -Efficiency -Flexibility

148
Q

What is feedback?

A

When a receiver relays to a sender the effect of the senders message

149
Q

What is Appropriateness as a criteria for successful communication?

A

When a reply fits the circumstances and matches the message

150
Q

What is efficiency as a criteria for successful communication?

A

When the speaker uses simple, clear words that are timed at a pace suitable to participants

151
Q

What is flexibility as a criteria for successful communication

A

When the speaker bases messages on the immediate situation rather than preconceived expectations

152
Q

What three things can be done to become a better communicator?

A

-Listen well -Convey Empathy -Ask open-ended questions

Nurse 114 Nursing Communication (6 decks)

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