Therapeutic Communication Flashcards
Emotional Intelligence - key attributes
Self - Management
Self - Awareness
Social awareness
Relationship Management
Empathy
Emotional intelligence
Emotional intelligence is the hallmark to being able to communicate well
Self Management
– You recognize your own emotions and how they affect your thoughts and behavior. You know your strengths and weaknesses, and have self-confidence. This means you are mindful of what is happening in the moment. This is time to listen to yourself. Think before speaking. Calm your mind and focus on issues to make the best decisions.
Self Awareness
You recognize your own emotions and how they affect your thoughts and behavior. You know your strengths and weaknesses, and have self-confidence. This means you are mindful of what is happening in the moment. This is time to listen to yourself. Think before speaking. Calm your mind and focus on issues to make the best decisions.
Social Awareness
You have empathy. You can understand the emotions, needs, and concerns of other people, pick up on emotional cues, feel comfortable socially, and recognize the power dynamics in a group or organization. This means you are paying attention to verbal and non-verbal cues. You need to understand the power dynamics going on around you.
Relationship management
You know how to develop and maintain good relationships, communicate clearly, inspire and influence others, work well in a team, and manage conflict. What nonverbal messages are you giving off? Are you using humor constructively in your life? Can you see conflict as something that can be managed in a healthy, constructive way that fosters freedom, creativity and safety in the relationship?
5 types
Intrapersonal
Interpersonal
Small - group
Public
Transpersonal
Intrapersonal
self-talk - no one else involved
Interpersonal
2 people involved
Small Group
more than 2 people involved but still limited to that group
Public
large group – like an assembly at a school or concert
Transpersonal
Communication that addresses spiritual needs like church or a nurse using guided imagery/meditation
Need to consider
developmental level/age
cultural, ethical, language
cognitive, mental, physical, emotional status
Is this the right time
Active Listening
Hearing content
listening for feelings
observing body language
neutral technique
paraphrasing
self-awareness
reflection
questioning
clarifying techniques
summarizing
S.O.L.E.R Technique
S (Sqare): Face squarely; by doing this it shows you are involved.
O (Open): Keep an open posture:this means not crossing arms and legs. It make people feel engaged and welcome.
L (Lean):By leaning forward when a person is talking to you, it shows you’re involved and listening to what they have to say.
E (Eye Contact): Use good eye contact. Your gazeshows that you’re listening and not distracted.
R (Relax): It’s important to stay calm and avoid fidgeting when a person is talking to show you are focused.
Nonverbal Communication
Physical appearance and dress
* Body movement and posture
* Touch
* Facial expressions
* Eye behavior
* Vocal cues or paralanguage
Verbal Communication
With verbal communication – KIS is best – keep it simple!
Don’t rush or speak slowly to patients – this can come across and being in too much of a hurry to care about them or like you are talking down to them.
Remember – is this the best time for this talk?
Therapeutic Communication
Therapeutic Communication is how we use verbal and nonverbal cues to encourage exploration of feelings, concerns and needs to promote healing and insight.*It is nonjudgmental, discourages defensiveness, and promotes trust.
It is not social, but patient centered, and goal directed and purposeful.
Use of Self
Makes your patient feel they matter to you
Great when you don’t know what to say. (Because sometimes there just aren’t the right words)
Great when you want to encourage the patient to speak.
Touch
lets your patient know you care
always ask before you touch
do not use touch with angry patients
Silence
Lets patient think through their thoughts and work through feelings
Great when you don’t know what to say. (Because sometimes there just aren’t the right words)
Great when you want to encourage the patient to speak.
Accepting
Conveys attitude of positive regard
Accepting isn’t saying, “great job” – it is about letting the person know you accept where their life events and decisions have brought them without judging them.
Restating
lets the nurse mirror overt and covert messages.
This is probably the easiest form of therapeutic communication and is a great “lead” allowing the patient to continue talking about that topic. It encourages the conversation and allows the patient to take it in any direction they wish to.
Reflecting
lets the patient better understand their feelings
Reflection is always for feelings and emotions – that is how you can pick it out in the quiz and exam questions.
Broad Openings
allows the client to pick the topic
Nurse: “I noticed that you attended the behavioral therapy group today.”
Patient: “Yeah. I had a pretty good time until we had to give each other a rating on our behavior during group. I felt like I was being judged.”
Exploring
Allows the nurse to examine shared content more in depth
Clarification
Ensures the correct message was received
Focusing
Nurse must learn to focus - how else will you prevent your patient from bringing up “distracting” topics to avoid the real conversation
Paraphrasing
allows the nurse to rephrase what the client said - another way to clarify what the patient is saying
Providing Leads
can prompt the patient to open a dialogue.
A general lead can be as simple as, “Uh huh, go on….” or “I see….”
Giving Recognition
Shows your awareness of the patient
Recognition is not saying “great job!” That is too general. It is specific to behaviors that you want to see the patient engage in. It is a form of positive regard for ACTUAL and MEANINGFUL behaviors.
Placing even in sequence
places events in perspective
This is very helpful when the patient is telling you a lot of information over a long period of time to ensure that you have all of the facts. It also let’s the patient know you have actually been listening to them the whole time.
Communication Blocks
These are techniques that you should avoid.
They include things like jargon, distractions, lack of attention, sensory deficits such as speech, hearing, and visual deficits.
They also include cultural, emotional, language, gender, and interpersonal barriers.
Giving Advice
Disregards patients’ ability to decide for themselves - violates autonomy
Belittling
Diminishes patients feelings
Disagreeing
Therapeutic communication should not be DEFENSIVE or OFFENSIVE
False reassurance
is minimizing your patients concerns and is not based on facts
Requesting an explanation
is asking “why” they think or acted in a certain way.
Changing the topic
is the nurse taking over the conversation by introducing unrelated topics.
Probing
is asking invasive questions not relevant to direct care or health concerns.
Making Sterotyped Comments
is a meaningless cliche’ that has no value.
Using denial
Patient: “I got fired because my co-workers are jealous of me and then my girlfriend threw me out because she gets angry at me for spending my own money. I’m old enough to do cocaine if I want to. It isn’t anybody else’s business. It’s not like I can’t handle it.”
Approving
focuses on the nurse’s values not the patient’s.
Defending
makes people feel like they are not really being heard.
Patient: “The nurses are terrible. None of you care! ”
Nurse: “That isn’t true, we all work very hard. It isn’t my fault that you can’t see it.”
Challenging
is forcing someone to defend their beliefs and feelings.
Being Moralistic
is seeing the patient or their actions as good/bad or right.wrong
Commanding
telling the patient what to do
Preoccupation
is when you are not paying attention or are distracted
