Therapeutic Communication Skills: Ch 8

Question 1

What are the Factors that affect communication?

Answer 1

• 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.

Question 2

Verbal communication consists of

Answer 2

all the words a person speaks (including symbols)

Question 3

Nonverbal communication consists of

Answer 3

• tone
• pitch
• pace of speach
• physical appearance
• facial expressions
• body posture
• amount of eye contact
• eye cast
• hand gestures
• sighs
• fidgeting
• yawning

Question 4

Nonverbal communication should be observed and interpreted in light of person’s

Answer 4

• culture
• class
• gender
• age
• sexual orientation
• spiritual norms

Question 5

Communication is divided in to __% verbal and __% nonverbal components

Answer 5

10% verbal, 90% nonverbal

Question 6

The content of a message refers to

Answer 6

the verbal message

Question 7

The process of a message refers to the

Answer 7

nonverbal behavior

Question 8

Conflicting messages between verbal and nonverbal forms of communication are also termed

Answer 8

double messages or mixed messages

Question 9

When confronted with mixed or double messages, a nurse can use what type of therapeutic communication

Answer 9

reflection and validation

(i.g. You say you are upset about not passing your test, but I noticed you look relaxed and less conflicted.)

Question 10

A message that contains mixed content and process that is simultaneously neutral/nurtering and negative/hurtful can be termed

Answer 10

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.

Question 11

Effective communication tools for nurses include the use of

Answer 11

• silence
• active listening
• clarifying techniques

Question 12

Nontherapeutic techniques include

Answer 12

• asking excessive questions
• giving approval or disapproval
• advising
• asking “why” questions

Question 13

Active listening includes the following characteristics

Answer 13

• 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

Question 14

Clarifying techniques include

Answer 14

• paraphrasing
• restating
• reflecting
• exploring
• projective questions “What if”
• Presupposition questions “Suppose you..”

Question 15

When paraphrasing, the nurse is attempting to

Answer 15

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

Question 16

When restating, the nurse is attempting to

Answer 16

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

Question 17

When using reflection, the nurse is attempting to

Answer 17

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?”)

Question 18

When using exploring communication, the nurse is attempting to

Answer 18

gain further insight of a topic of conversation

(i.e. “Tell me more”, “Describe”, “Give me an example”)

Question 19

When using projective questions, the nurse is attempting to

Answer 19

help the pt articulate, explore, and identify thoughts and feelings either real or imagined

Question 20

When useing presupposition questions, the nurse is attempting to

Answer 20

identify goals, or important issues in a person’s thinking or life