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NURS320 > Module 4 > Flashcards

Module 4 Flashcards

1
Q

5 Parts of the Communication Process

A
  1. Stimulus/Reference
  2. Encoder (Sender/Source)
  3. The Message Itself
  4. Medium/Channel of Communication
  5. Decoder (Receiver)
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2
Q

3 Channels of Communication

A
  1. Visual
  2. Auditory
  3. Kinesthetic
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3
Q

What can distort the message of the communication process?

A

The environment

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4
Q

Once the Decoder receives the message what do they do?

A

give feedback

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5
Q

Levels of Communication

A
  1. Intrapersonal
  2. Interpersonal
  3. Group
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6
Q

Intrapersonal Communication

A

self talking or communication within a person (talk in your head)

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7
Q

Interpersonal Communication

A

communication occurring between two or more people with the goal to exchange messages

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8
Q

Group Communication

A

group of multiple people that communicate to support, teach, solve various things

as the size of the group increases, they complexity of the communication increases since perceptions among people are different

comes in small group and organizational group communication

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9
Q

Organizational Group Communication

A

people in an organization coming together to meet a goal

employs interdisciplinary groups in effective circumstances to assure quality

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10
Q

What should you study to determine group communication effectiveness?

A

Bruce Tuckman’s Group Dynamics/Process Theory

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11
Q

5 Stages of Group Dynamics/Process

A
  1. Forming
  2. Storming
  3. Norming
  4. Performing
  5. Adjourning
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12
Q

Forming Stage

A

First stage of group dynamics where the group is immature/new and uncertain with one another, feeling each other out, testing rules out, and establishing rules and goals

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13
Q

Storming Stage

A

Second Stage of group dynamics where the group is fractional with some disengagement over priorities and whose leadership to follow, as well as potential hostility and cliche formation occurring

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14
Q

Norming Stage

A

3rd Stage of Group Dynamics where a consensus occurs where leadership, roles, rules, and co-operations occurs alongside stability

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15
Q

Performing Stage

A

4th Stage of Group Dynamics where the group is finally an EFFECTIVE GROUP - with successful performance and flexibility, open roles, open to ideas, with only some delusion but general acceptance present

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16
Q

Adjourning Stage

A

final stage of group dynamics where the group has finished what they came together to do so they disengage with positive feelings toward the leader or sadness toward leaving, and potential self evaluation entow

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17
Q

Characteristics of Effective/Ineffective Group Communication

A 
Group Identity
Cohesiveness
Patterns of Interaction
Decision Making
Responsibility
Leadership
Power
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18
Q

Effective v Ineffective Group Identity

A

Effective - members clearly articulate and understand goals and rules

Ineffective - members do not care about the rules or goals

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19
Q

Effective v Ineffective Cohesiveness

A

Effective - trust and cooperation with one another is effective in the group

Ineffective - members feel alienated with low commitment and better off working alone

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20
Q

Effective v Ineffective Patterns of Interaction

A

Effective - effective communication and constructive criticism

Ineffective - selfish goals, aggressors/self serving roles among the group

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21
Q

Effective v Ineffective Decision Making

A

Effective - ID problems and have unanimous decisions among the group

Ineffective - ineffective problem solving and poor group communication

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22
Q

Effective v Ineffective Responsibility

A

effective - members feel responsible for group outcome

Ineffective - they do not feel pride/responsibility in the main goal

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23
Q

Effective v Ineffective Leadership

A

effective - leadership style meeting desired goals and considering the other members

ineffective - power hungry and not being effective at getting to the goal

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24
Q

Effective v Ineffective Power

A

Effective - sources of power are recognized in the group and used appropriately, and those with little power are still acknowledged

Ineffective - opposite of above

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25
Q

Factors that Influence Communication or Distort the message

A
  1. Developmental Level
  2. Gender
  3. Sociocultural differences
  4. Roles and responsibilities
  5. Space and territoriality
  6. Physical, mental, and emotional state
  7. Values
  8. Environment
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26
Q

Forms of Communication

A
  1. verbal
  2. nonverbal

*also electronic communication, but it also may fall within nonverbal

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27
Q

Verbal Communication

A

language communication / spoken

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28
Q

Nonverbal communication

A

Body language / non-spoken language

ex: facial expression, touch, eye contact, posture, gait, gestures, physical appearance, mode of dress and grooming, sounds, silence, electronic communication

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29
Q

You _____ communication is the truth of what you are trying to say

A

nonverbal

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30
Q

Electronic communication

A

social media (has guidelines by ANA and NCSBN on use for RNs), email, and text message

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31
Q

The risk of violating patient privacy and confidentiality is high when …

A

any message is sent electronically / electronic communication is used

often there are security measures to safeguard email and texts in health care agencies

32
Q

The Helping Relationship

A

Intangible, non-spontaneous, active relationship that is purposeful, dynamic, and time limited

there is an unequal sharing of information, but both people have responsibilities in the relationship

It builds on the patients needs as the person being helped, by the nurse who is the helper

33
Q

____ is the means used to establish rapport and helping-trust relationships

A

communication

34
Q

Important characteristics of the Helping Relationship

A
  • Dynamic
  • Purposeful
  • Time-limited
  • Helper is professionally accountable for the outcomes and means used to attain them
  • it is not spontaneous
35
Q

Phases of the Helping Relationship

A
  1. orientation
  2. working
  3. termination
36
Q

Orientation Phase

A

-First phase of the helping relationship

Characterized by:

  1. Calling the nurse by name
  2. Patient will accurately describe the roles of the nurse participants in the relationship
  3. Patient and nurse will establish and agreement on goals, location, frequency, length of contacts, and the duration of the relationship
37
Q

Working Phase

A
  • second phase of the helping relationship

Characterized by:

  1. patient actively participates
  2. patient cooperates in activities that work toward achieving mutually acceptable goals
  3. patient will express feelings and concerns to the nurse
38
Q

Termination Phase

A
  • final phase of the helping relationship

Characterized by:

  1. patient will participate in ID goals accomplished or the progress made toward those goals
  2. Patient will verbalize feelings about the termination of the relationship
39
Q

What is done at the end of the helping relationship’s termination phase?

A

the phases can repeat for the nurse

40
Q

Factors that Promote effective communication

A
  1. Dispositional Traits of the people

2. Rapport building/builders

41
Q

Ideal Dispositional Traits of the nurse that promotes effective communication?

A
  1. Warmth and Friendliness
  2. Openness and Respect
  3. Empathy
  4. Honesty, Authenticity, Trust
  5. Caring
  6. Competence
42
Q

Why do nurses not give sympathy?

A

You cannot sympathize something you never went through, but you can give empathy when you want to understand

43
Q

How to build rapport with a patient?

A
  1. Specific Objectives
  2. Comfortable Environment
  3. privacy
  4. Confidentiality
  5. Patient Focus > Task focus (show you care)
  6. Utilization of nursing observation (see a theme to get ideas of problems and ask questions to see if you can help)
  7. Optimal pacing
44
Q

How do nurses communicate with other nurses using hand-off communication?

A

SBAR Technique

45
Q

What does SBAR Technique stand for?

A

Situation
Background
Assessment
Recommendation

46
Q

How to develop effective conversation skills?

A

Think before you speak

control tone of voice

be knowledgeable on the topic

be flexible

be clear and concise

avoid words with different interpretations

be truthful

keep an open mind

take advantage of available opportunities

develop good listening skills

47
Q

How to develop effective listening skills?

A

sit when talking

be alert and relaxed and take your time

keep conversation natural and bring them back to the main topic

maintain appropriate eye contact

utilize non verbal communication well

think before responding

DO NOT PRETEND TO LISTEN

if they scream, do not respond with screaming - take it in

Listen for themes in the patients comments (Active listening)

use appropriate silence, therapeutic touch, and humor

48
Q

______ _____ is the key to productive communication

A

listening attentively

49
Q

What techniques convey to the patient that you are trustworthy, listening, and care?

A

eye contact, touching/therapeutic touch, and active listening/nonverbal communication

50
Q

7 Important Interviewing Techniques

A
  1. Open ended Questions or comments
  2. Closed questions or comments
  3. Validating questions or comments
  4. Clarifying questions or comments
  5. Reflective questions or comments
  6. Sequencing questions or comments
  7. Directing questions or comments
51
Q

Open Ended Questions

A

questions open to any answer and can explore/open up allowing the patients to talk more

52
Q

Closed Ended Questions

A

Limited choices of responses (ex: y/n, what pill do you take?, are you in pain?)

53
Q

Validating Questions

A

Confirm what the nurse has heard in the observation and interview of the patients in order to validate the information (ex: At home you take these pills, did you take them today?)

54
Q

Clarifying Questions

A

Used for clarifying a comment and validate it (ex: Is this the first time? - clarify what they just said?)

55
Q

Reflective Questions

A

Repeating what the patient said or describing what they described - allowing better understanding of the information and characteristics of the patient

56
Q

Sequencing Questions

A

questions placing events in chronological order in order to get a possible cause-and-effect

ex: “No energy. Did it start AFTER beginning medicine?”

57
Q

Directing Questions

A

Questions that direct at getting more information on the important topic at hand, or getting things back on topic

ex: Are you afraid that will happen to you like it did your dad?

58
Q

Assertive

A

being able to show confidence and act forcefully in a positive and calm way (not aggressive)

good nurses are assertive, but approachable, so patients love them

59
Q

Characteristics of an Assertive Nurse

A
  1. confident with open body posture
  2. uses clear and concise “I” statements
  3. Ability to share effectively their thoughts, feelings, and emotions
  4. Work to capacity/hard with OR without supervision
  5. Ask for help when needed
  6. give and accept compliments
  7. admits mistakes and takes responsibility
60
Q

Characteristics of Aggressive Behavior

A
  1. Asserts oneself in a negative way that violates other’s rights
  2. can be verbal or physical
  3. communication has tension or anger, inhibiting the formation of good relationships or collaboration
  4. angry tone of voice, making accusations, and demonstrating belligerence and intolerance
  5. focus of “winning at all costs”
61
Q

Blocks to Communication

A
  1. Leading Questions
  2. Advice giving comments
  3. Judgmental comments
  4. Changing the subject
  5. Giving false assurance
  6. Using gossip and rumors
  7. disruptive interpersonal behavior
  8. failure to see the patient as a human being
  9. failure to listen
  10. nontherapeutic comments and questions
  11. using cliches (“dont worry” “theyve done this before”)
  12. using closed questions
  13. using questions containing the words “Why” and “How”
  14. Using questions that probe for information
62
Q

Avoid using questions containing what words?

A
  1. Why

2. How

63
Q

Examples of Disruptive Interpersonal Behavior

A
  1. Incivility
  2. Bullying
  3. Organizational Response to Disruptive Behavior being ineffective, thus allowing more (They NEED to respond to this)
64
Q

Incivility

A

person being rude, disruptive, or intimidating

65
Q

Bulling

A

Psychological, physical, or social harassment

can occur horizontally between two nurses, nursing bullying between person on floor and the nurse, and negative communication between nurse and physician

66
Q

____ is the building block of nursing

A

Communication (who we interact with, how, and with what)

67
Q

IOM

A

Institute of Medicine

68
Q

IOM Recommendations in Regards to Communication

A

We as a health care community need to improve verbal and in-writing communication between professionals by being ACCURATE and as BRIEF as possible

69
Q

What is conflict?

A

A problem/issue between two people, able to occur in anytime, occurring when there is a disagreement in vision or manner

70
Q

Why is it important to understand conflict?

A
  1. It is human nature to encounter it

2. It offers a good point of reflection

71
Q

Bidirectional Conflict Possibilities in Healthcare?

A

Nurse Patient
Patient Other Health Care Workers
Nurse Other Health Care Workers

72
Q

People you could experience conflict with in health care?

A 
Practitioners
Nurses
Social Workers
Nursing Assistance
Patients
Families
Insurance companies
73
Q

How do you resolve conflict?

A

1 recognize it

2 find the right time to discuss it

3 discuss BOTH sides

4 document the issue with the relevant topics

5 End with mediation, negotiation, or agreement to disagree

74
Q

The key to communication is …

A

Teamwork

75
Q

Teamwork in communication involves…

A
  1. communication
  2. coaching
  3. patient satisfaction
  4. servant leadership (listening, empathy, healing, awareness, conceptualization, foresight, commitment to the growth of people building the community)
76
Q

Important Features for Effective Interprofessional Communication

A
  1. Respect
  2. Clarifying communication
  3. Responding professionally
  4. Taking and Giving Constructive Criticism
  5. Support Systems
  6. Proper Documentation
  7. Follow ups
77
Q

Method of clinically communicating back and forth?

A

SBAR

NURS320 (12 decks)

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