Therapeutic Communication Skills: Ch 8 Flashcards
What are the Factors that affect communication?
- Personal factors: emotion, social, cognitive
- Environmental factors: physical & societal determinants
- Relationship factors: symmetrical (equal) or complementary (unequal)
- stigma falls under the influence of complementary relationship between those with privilege and those oppressed.
Verbal communication consists of
all the words a person speaks (including symbols)
Nonverbal communication consists of
- tone
- pitch
- pace of speach
- physical appearance
- facial expressions
- body posture
- amount of eye contact
- eye cast
- hand gestures
- sighs
- fidgeting
- yawning
Nonverbal communication should be observed and interpreted in light of person’s
- culture
- class
- gender
- age
- sexual orientation
- spiritual norms
Communication is divided in to __% verbal and __% nonverbal components
10% verbal, 90% nonverbal
The content of a message refers to
the verbal message
The process of a message refers to the
nonverbal behavior
Conflicting messages between verbal and nonverbal forms of communication are also termed
double messages or mixed messages
When confronted with mixed or double messages, a nurse can use what type of therapeutic communication
reflection and validation
(i.g. You say you are upset about not passing your test, but I noticed you look relaxed and less conflicted.)
A message that contains mixed content and process that is simultaneously neutral/nurtering and negative/hurtful can be termed
a double-bind message
(i.g. “You go out and have fun tonight, I’ll just stay here and call 911 if I need help.”)
This message leaves the receiver with no possible positive action.
Effective communication tools for nurses include the use of
- silence
- active listening
- clarifying techniques
Nontherapeutic techniques include
- asking excessive questions
- giving approval or disapproval
- advising
- asking “why” questions
Active listening includes the following characteristics
- observing nonverbal behaviors
- listening to and understanding the verbal message
- Listening to and understanding the pt w/in their social context
- LIstening for “false notes”
- Providing the pt with feedback about himself
Clarifying techniques include
- paraphrasing
- restating
- reflecting
- exploring
- projective questions “What if”
- Presupposition questions “Suppose you..”
When paraphrasing, the nurse is attempting to
restate in different words the basic content of a pt’s message
(i.g. “In other words, you seem to be saying…”)
This makes the pt aware that the interviewer is actively listening
When restating, the nurse is attempting to
explore more thoroughly subjects that may be significant
restating mirrors both the overt and covert messages
Restating is different from paraphrasing in that it uses the same key words
When using reflection, the nurse is attempting to
assist the pt to better understand their own thoughts and feelings.
you are sharing your observations in order show acceptance
(i.g. “You sound as if..” or “What do you think?”)
When using exploring communication, the nurse is attempting to
gain further insight of a topic of conversation
(i.e. “Tell me more”, “Describe”, “Give me an example”)
When using projective questions, the nurse is attempting to
help the pt articulate, explore, and identify thoughts and feelings either real or imagined
When useing presupposition questions, the nurse is attempting to
identify goals, or important issues in a person’s thinking or life
