FON ch 6

Question 1

Benefits of effective communication

Answer 1

establishes proper transfer of information, essential in proper documentation, key element in reporting to others, build relationships to carry out responsibilities

Question 2

communication process

Answer 2

exchange of information, feelings, needs and preferences between two people, ACTIVE LISTENING process, Includes listening, observing, processing and comprehending (2 people)

Question 3

goal of communication

Answer 3

Establish a mutual understanding of the meaning of a message, known as SHARED MEANING, that indicates the message was communicated as intented

Question 4

Verbal communication

Answer 4

conscious use of words, either spoken or **writen

Question 5

Non-Verbal communication

Answer 5

Conveyed by body language ex. Facial expressions, posture, body position, behavior, gestures, touch and general appearance (written ex. CAPS LOCK, exclamation point)

Question 6

Factors affecting communication

Answer 6

Personal space, body position, language, culture, attitude,and emotions

Question 7

personal space distance zones

Answer 7

intimate:physical contact to 18 “
casual-personal:18”-4 ‘
Social-consultative: 4’-12’
public:12’

Question 8

Body position for effective communication

Answer 8

Eye level, lean forward, remain open (no crossed arms or legs, turned away from pt)

Question 9

Effect of culture on communication

Answer 9

includes accepted attitudes, roles and behavior and religious or spiritual practices. Sensitivity: respect for accepted patterns or communication in culture.

Question 10

Denotative

Answer 10

literal meaning, NO INTERPRETATION ex. it’s raining cats and dogs…. cats and dogs come out of the sky as rain

Question 11

Connotative

Answer 11

Emotional associations that can be attached to the word ex. love, how it makes you feel when you think of it

Question 12

Therapeutic communication

Answer 12

Patient centered communication, goal is to promote pt’s needs concerns, feelings, nurse encourages pt to do so and encourages expression of them.

Question 13

Therapeutic communication techniques

Answer 13

Providing general leads, using silence, offering self, open ended questions or statements, restating communication, seeking clarification, giving information, reflecting communication, offer alternatives, summarize

Question 14

Barriers to communication

Answer 14

yes/no responses, false reassurance, too many personal questions, giving advice, belittling pt’s feelings, expressing disapproval

Question 15

passive or avoidant communication

Answer 15

Avoids confrontation, unable to share feelings or needs with others

Question 16

aggressive communication

Answer 16

Puts one own’s needs, rights, or feelings before those of others

Question 17

Assertive communication *preferred method for nurses

Answer 17

Stands up for oneself without violating the basic rights of others *respectfully to pt

Question 18

DESC communication

Answer 18

Describe the behavior
Explain the impact of the behavior
State the desired outcome
Consequence should *grab the persons attention

Question 19

Two sides of anger

Answer 19

guilt: inward at something we did or didn’t do
resentment: Directed at others for what they did or did not do

Question 20

Tips for talking to supervisor

Answer 20

Keep them informed, make an apointment, be careful with words chosen, don’t talk when angry and don’t respond with anger

Question 21

SBAR guide to communication

Answer 21

Situation
Background
Assessment
Recommendation

Question 22

Information to give to a physician

Answer 22

QUICK assessment of pt, Concise statement of problem, Current data(BP, lab results, diagnostic tests) what information they need to make an informed decision

Question 23

Types of downward communication

Answer 23

Job instruction, Job rationale, Practices and Procedures, Feedback, Role modeling

Question 24

Items to include in shift report

Answer 24

basic pt data, scheduled procedures, diagnostic results, Abnormal assessment findings, PT OT ST,
ordered treatments

Question 25

3 MAJOR stages of an interview

Answer 25

Opening: introduction, explanation of purposes, rapport
Body: main part where questions are asked and answered
Closing: completion of questions, any questions pt has and THANK YOU

Question 26

When to use open ended questions

Answer 26

Beginning an interview, changing topics, drawing out attitudes

Question 27

When to use close ended questions

Answer 27

Obtaining SPECIFIC data such as health history