Nursing as an Art in Communication (all) Flashcards
a two-way process involving the sending and the receiving of a message thereby exchanging information or feelings between 2 or more people
Communication (Interpersonal)
Process of transmitting thoughts feelings info and other verbal and non verbal communication
Communication in Nursing
2 Main purpose of Communication
- Influence others
- Obtain Information
One of the main purpose of communication that has teaching, express caring and comfort, influencing others mayb be helpful or non helpful
Influence others
One of the main purpose of Communicstion that has assessment data, and interview
Obtain Information
6 Components of the Communication Process
sender
message
channel
receiver
feedback or response
influence
source-encoder. person or group who conveys messages
Sender
messages stem from a person’s need to relate to others, create meaning & to understand various situations
sender
decides on what language and words to use, arrange the words , tone and gestures
sender
is the thought, idea, or emotion one person sends to another person.
message
it is the stimulus produced by the sender
Message
alteration in the message depends on the person’s perception
Message
medium through which a message is transmitted.
Channel
Major Channels
visual
auditory
kinesthetic
MAJOR CHANNEL
sight, observation, perception - drawing, painting, pictures
Visual
MAJOR CHANNEL
spoken words and cues, requires active listening - singing
Auditory
experiencing situations, procedural touch, caring touch - gestures (nodding, tapping feet etc), this involves feelings.
Kinesthetic
interprets, sort out the meaning of the message
person or group to whom the message is sent
Receiver/ Decoder
5 Components of Receiver
physiological
psychological
cognitive
effective communication
ineffective communication
Receiver Component
sensory dysfunction (eyes,ears,taste, nose etc…), mental dullness
physiological
Receiver Component
emotional character - fear of expressing one’s ideas to others, excitement, emotional instability
Pyschological
thinking or social skills , trouble making decisions, reasoning, organization, insight
Cognitive
meaning of the decoded message matches the intent of the sender
effective communication
occurs when receiver misinterprets the sent message
ineffective communication
the response from the receiver that enables the sender to verify that the message received was the message sent.
allows the sender to correct or reword a message
Feedback or Response
they are the person’s frame of reference
involves: culture, age, emotions, education, language and attention
Influence
The use of words, either spoken or written, to send a message.
Verbal Communication
3 Methods of Verbal Communication
Speaking/ Listening
Pace/ Intonation
Writing/ Reading
use of commonly understood words
simple
direct precisely what is meant
clear
fewest words necessary
brevity
be sensitive to the needs and concerns of the patient, avoid asking several questions at a time
Timing and Relevance
the manner of speech modifies the feeling and impact of the message
Pace & Intonation
Under Verbal Communication (Pace adn Intonation)
indicates interest, anxiety, boredom, or fear.
Rate of Speech
Under Verbal Communication (Pace adn Intonation)
may be pleasant, sincere, sorrowful, sarcastic, joyful or angry.
tone of voice
transmission of message without use of words.
partly learned behavior and partly instinct
Non verbal Communication
Can either reinforce or contradict what is said verbally
Generally Done unconsciousy
Non Verbal Communication
7 ways of Communicating Non verbally
Gestures
Facial Expressions
Posture and Gait
Eye Contact
Body Position
Physical Appearance
Touch
referred to as ”talking with hands”
sign language
pacing back and forth, tapping hands/foot
Gesture
generally interpreted as indicating interest and attention
Eye contact
a simple yet MOST POWERFUL means of non verbal communication
Touch
Some Purpose of touch (kung ano imo madumduman)
Connects people
Provides affirmation (verification/confirmation)
Gives reassurance hope & encouragement
Shows warmth
Communicates caring
Provides stimulation (inspiration/motivation) - can be physiological (stimulate baby to cry, contraction) or emotional (moral support)
Decreases loneliness
Increases self esteem
Before Touching the Patient what should you do?
Seek permission
type of communication with the use of electronic devices.
Electronic Communication
Examples of Electronic Commu
telephone, cellphone, computers, televisions, and emails
simplest form of telecommunication system
telephone
– load information to be synchronized with the hospital’s IT system
cellphone
schedule and confirm appointments, report lab results, conduct client education
sometimes called EFFECTIVE COMMUNICATION
therapeutic Communication
A purposeful & goal-directed communication creating a beneficial outcome for the client -> “helping relationship”
Therapeutic Communication
4 Goals of Therapeutic Communication
- Develop trust
- Obtain and Provide Information
- Explore Feelings
- Show caring
7 Elements of Therapeutic Communication
Warmth
Caring
Genuineness
Empathy
Acceptance & Respect
Self Disclosure
Active Listening
makes the patient feel relaxed, welcomed & unjudged
warmth
makes the patient feel relaxed, welcomed & unjudged
warmth
makes client feel important
caring
lets clients know that they can be themselves, comfortable
acceptance and respect
encourages a reciprocal trust between nurse and client - when patient discloses life story, the nurse can do the same to show that they trust thw patient
Self Disclosurr
4 Phases of a Therapeutic Relationship
Preinteraction Phase (Planning Stage)
Orientation Phase (Introductory Phase)
Working Phase
Termination Phase
Goal of Orientation phase
develop trust and security within N-P rs
9 TECHNIQUES OF THERAPEUTIC COMMUNICATION
Clarifying/ Validating
Open-ended Questions
Giving Informations
Reflecting
Paraphrasing/ Restating
Summarizing
Focusing
Silence
A method of making the client’s broad overall meaning of the message more understandable.
Clarifying/Validating
the nurse can restate the basic message or confess confusion and ask the client to repeat or restate the message.
Clarifying/Validating
Asking broad questions that lead or invite the client to explore thoughts or feelings. (not answerable by yes or no)
Open Ended Questions
Therapeutic Comm technique
specify only the topic to be discussed and invite answers that are longer than one or two words.
Open ended Questions
Providing, in a simple and direct manner, specific factual information the client may or may not request.
giving information
Directing ideas, feelings, questions, or content back to clients to enable them to explore their own ideas and feelings about a situation
Reflecting
the MOST EFFECTIVE element of therapeutic communication
Active Listening
Actively listening for the client’s basic message and then repeating those thoughts and/or feelings Because tactile contacts vary considerably among individuals, families and cultures, the nurse must be sensitive to the differences in attitudes and practices of clients and self.
Paraphrasing/ Restating
Stating the main points of a discussion to clarify the relevant points discussed.
This technique is useful at the end of an interview or to review a health teaching session. It often acts as an introduction to future care planning.
summarizing
Helping the client expand on and develop a topic of importance. It is important for the nurse to wait until the client finishes stating the main concerns before attempting to focus.
Focusing
accepting pauses or silences that may extend for several seconds or minutes without interjecting any verbal response.
Silence
The process of listening attentively while someone else speaks, paraphrasing, and reflecting back what is said and withholding judgment and advice.
Active Listening
the MOST EFFECTIVE communication technique
Listening
Barriers to Communication
Cliche
False Reassurance
Judgmental Response
Giving Common Advice
Stereotyping
Belittling
Being Defensive
Probing
Changing the Subject
phrases or statements used without thinking of the impact on the other person
we use phrases that are common, sometimes in the form of expressions but it already mean something to a person
Clichè
assurances which are not founded in reality.
False Reassurance
giving opinions based on the nurse’s personal value system & imply right or wrong
Judgmental Response
offering personal rather than professional opinion. Telling the client what he should do which may not be an expert advice.
compliments “reflecting” as therapeutic communication
first thing nurses invest is TRUST so if our advice fails, this trust fails too
Giving Common Advice
categorizing the client & ignoring individual differences
stereotyping
conveying to the person that his thoughts or feelings really have no value your idea is wrong!” - indirectly correcting the information
Belittling
attempt to protect self or another person from negative comments
patient: nurse, ka mga tamaran gid d bala sila, kagina pa ko ga panawag wala gid sila ga abot
nurse: maam sir im very sorry what can i do to help you? - Do not justify your wrongdoings!!! - “if you need something please just call me”
Being Defensive
asking for information chiefly out of curiosity rather than with the intent to assist the client.
Probing
directing the communication into areas of self-interest rather than client’s concerns
changing the subject
