TEST 1 - UNIT E.1 - PP - COMMUNICATION Flashcards
Communication
•The process by which information is transferred from one person to another.
•Information is shared between
the sender and receiver through verbal connection, body language, emotions, and the use of technology or other equipment.
Shannon-WeaverCommunication Model
•One of the first communication models.
Shannon-WeaverCommunication Model DESIGNED AS
•technical communication model but laid the groundwork for future variations.
Shannon-WeaverCommunication Model comprised of
sender, encoder, channel, decoder, receiver, and noise.
Schramm’s Model of Communication
This model suggests that communication is an engaged process where the sender and receiver send messages back and forth and receive feedback.
Berlo’s Model of Communication
Often called the
S-M-C-R model for the four components, which are comprised of sender, message, channel, and receiver.
Berlo’s Model of Communication 4 components
sender, message, channel, and receiver.
There are multiple communication models, but each has at minimum a
sender, receiver, and message.
Feedback allows
the sender and receiver to know the message was properly understood.
Both verbal and nonverbal communication play important roles in
interactions among nurses, clients, and their families.
verbal communication
(what is said)
nonverbal communication
(physical gestures, also known as body language)
Auditory Communication
What the receiver hears when the sender speaks a message.
Speed and tone of voice
Physical and intellectual disabilities or outside disruptors like noise from medical equipment.
Emotional Communication
•The speaker’s emotional state when conveying a message.
Messages conveyed with negative emotions or a condescending attitude will
•not be well received by the listeners.
•Speaking to a client from an empathetic frame of mind will often
help build trust and a positive rapport.
Energetic Communication
How the person projects themselves.
Maintaining a caring and compassionate attitude and demonstratingempathy.
Four Modes of Communication
Verbal
Nonverbal
Electronic
Written
Communication Styles:
passive
Assertive
Aggressive
Passive Aggressive
•Passive
want to avoid conflict, so individual says nothing or simply agrees.
Conflict avoidance, anxious, hesitates to stand up for self
•Assertive
honest and clear communication that does not violate the rights of others.
Honest and clear communication, advocates for self and uses “I” statements
•Aggressive
communication that is verbally, and sometimes physically, abusive.
Uses “you” statements, verbally abusive, controlling and interruptive
•Passive Aggressive
communication that appears passive on the surface, but often, the individual is demonstrating anger in a subtle, indirect, or secretive way.
Acts out of anger in indirect way, feels powerless and resetful, sarcastic
Clients’ psychosocial and physiological factors, as well as those of the nursing staff, can influence communication
effectiveness
Communication Influencers
psychosocial factors
physiological factors
developmental and cognitive factors
situational and envornmental factors
cultural and demographic factors
•Psychosocial Factors
Nursing is often faced with a lack of available staff and time constraints.
Patients: emotional support, financial and spiritual concerns
•Physiological Factors
Hearing and vision loss
•Developmental and Cognitive Factors
Autism
Down’s Syndrome
Disease processes
Therapeutic Communication
Listening skills
Empathy
Nontherapeutic communicationresults in
misunderstandings, poor patient care, and decreased patient satisfaction.
Developing Relationships (nurse - client) - stages
Orientation
Identification
Exploitation
Resolution/Termination
Therapeutic Communication Techniques
Active listening
Open-ended questions
Accepting
Giving recognition
Restating
Summarizing
Reflecting
Interprofessional Communication
Institute of Medicine (IOM)
The Interprofessional Education Collaborative
•Institute of Medicine (IOM)
??
•Institute of Medicine (IOM)
•The Interprofessional Education Collaborative
w. regards to interprofessional communication
Work with each other respectfully
Work together utilizing each other’s knowledge to care for clients and promote health
Communicate effectively as a team to promote clients’ health
Use effective dynamics and values within the team to develop and use client-centered care and health promotion policies
•Work with each other
respectfully
•Work together utilizing each other’s knowledge to
care for clients and promote health
•Communicate effectively as a team to
promote clients’ health
•Use effective dynamics and values within the team to develop and use
client-centered care and health promotion policies
Motivational Interviewing
•A form of therapeutic communication that allows the nurse and client to develop plans to promote the client’s using several techniques.
Motivational Interviewing mnemonic
OARS
Motivational Interviewing mnemonic OARS - O
•open-ended questions
Motivational Interviewing mnemonic OARS - A
•affirmations
Motivational Interviewing mnemonic OARS - R
•reflective listening
Motivational Interviewing mnemonic OARS - S
•summarizing
Nontherapeutic Barriers
Not listening
Rejecting what the client is saying
Being critical
Trying to reassure the client by dismissing concerns
Giving advice
Lack of time
Biases
Sample Communication Barriers
Language differences
Cultural diversities
Speech or hearing impairments
Developmental or cognitive disorders
Medication effects
Effects of recreational drugs
Distress
Environmental factors
