Unit 3 part 1 Flashcards
Communication
- A continuous circular process by which information, such as ideas & feelings are transmitted between people and their feelings
- An ongoing dynamic series of events that involves transmission of information between 2 or more people
What we know about communication
Cannot be avoided, doesn’t mean understanding, is irreversible, affected by physical & social settings, is a skill that can be developed, is dynamic.
Communication is…
- interchange of information
- exchange of ideas, feelings, intent to elicit response
- link connecting people to environment
- progression of operations directed toward expected outcomes
- act of imparting or transmitting knowledge according to webster
Communication is a dynamic process used to…
gather assessment data, teach and persuade, express caring and comfort
Intrapersonal communication
“self-talk” occurs within the individual, automatic, constant without being aware of process. Aids in sorting and organizing our thoughts
Interpersonal communication
face to face interaction with people or a small group. Interpersonal skills are learned. Goal directed in nursing
Public communication
used with large groups. Techniques and skills from interpersonal skills
3 critical components to communication process
sender, message, receiver
Sender
(encoder) The person who initiates the message. This person initiates a transaction to exchange info, convey thoughts or feelings or engage another in conversation
Message
- The second component is the message itself. What is actually said or written, body language, & how transmitted.
- The content the sender wishes another person to receive in the process of communication.
- Message must be encoded in a language that is understandable to both the sender and receiver
Sensory Channel
The medium used to convey the message is the channel. It can target any of the receivers senses- visual, auditory, kinesthetic. Can effectively convey message without benefit of words using these 3 channels
Receiver
(decoder) a person whom a message is aimed.
- the third component of communication process
- person must be able to decode the message so it is clearly understood.
- receiver must receive, analyze, & interpret the message.
Feedback or response
- the message that the receiver returns to the sender
- the process by which effective communication is determined
- feedback allows sender to correct message if needed
- involves a response: the message the receiver sends back verb, nonverb, or both
context
the condition under which a communication occurs
referent
the incentive or motivation for the communication to occur
Types of feedback
Informational- exchange of non-evaluative info (# of procedures done today)
Corrective- in response to an action or behavior
reinforcing- positive or negative (disciplinary action)
Modes of communication
verbal and non verbal
majority= non verbal
Verbal communication
right words in right tone, pitch, volume, rate, emphasis.
use of words to convey messages
Written communication
concise, use words that are understandable
Non-verbal communication
facial expression, eye movement, lean towards someone.
80% of communication. Set of behaviors that convey a message without words
Vocabulary
sender needs to use vocabulary the receiver will understand
Clarity & Brevity
message direct and simple. more effective
Continuity
language promotes coherence or connections of ideas expressed
Pacing and intonation
manner of speech, modifies impact of message and feeling. rate of speech and tone of voice
Timing and relevance
timing needs to be appropriate. message needs to relate
adaptability
may need to alter message according to behavior cues.
credibility
worthiness of belief, trustworthiness, reliability
humor
can be a powerful tool, must be used carefully
Body language
non-verbal communication expressed by how we move our bodies or body parts, present ourselves to the world or use the space around us.
includes: appearance, change in facial expression, posture, distance we maintain from others, touch
Facial expression
can show fear, anger, happiness, caring. May be genuine or controlled & not reflect what actually feeling
eye contact
initiating eye contact indicates a willingness to communicate. best to be eye level with patient
Body posture
reveals self expression, attitude, emotions, self-concept, physical well-being and emotional state
Gestures
assist with emphasis, punctuation, clarification or spoken word, using hand movements
personal space
distance people prefer in interactions with others
proxemics
study of distance between people between people interactions
Level of personal space:
Intimate
(0-1.5 ft) body contact heightened sensation of body heat and smell. low vocalizations, vision intense, mostly through touch
Level of personal space:
Personal
(1.5-4 ft). less overwhelming, moderate voice tones, less body heat and smell. hand shaking or touching possible.
Level of personal space:
Social
(4-12 ft) clear visual perception, eye contact increased. body heat and odor imperceptible. Vocalizations can be heard by others, more formal, limited to sight/hearing
Level of personal space:
Public
(>12ft) loud, clear vocalizations, face seen but individuality lost, groups, formal
Touch
very personal form of communication. elicits positive or negative rxns. powerful communication or healing tool
Electronic communication
computers increasingly play a role in nursing
EMR- electronic medical records
Values
standards that influence behavior
perceptions
the personal view of an event
Congruence
congruent communication: verbal and nonverbal aspects match
congruent communication promotes trust, easily seen by both nurse and patient
Incongruence
verbal and nonverbal don’t match, nonverbal or body language usually one with true meaning.
transference
patient transfers feelings and attitudes held towards significant others onto the nurse
counter transference
nurse transfers feelings and attitudes for significant other onto patient
Therapeutic communication
-promote understanding between both sender and receiver. helps establish a constructive relationship between nurse and pt. Is planned, deliberate, purposeful
Active (attentive) listening
highly developed skill, listen using all the senses, active process requires energy. Pays attention to total message and notes congruency. Convey caring and interest. Face speaker, maintain eye contact, listen for intent, don’t tune out to formulate you own response.
Physical attending
Manner of being present to or being with another, listening is what person does while attending. Conveys posture of involvement. Avoid distracting body movements.
Actions of physical attending
face the person squarely, adopt open posture, lean toward the person, maintain good eye contact, relaxed
Open-ended questions
question that allows the client to tell in his own words, requires more than yes/no answers. helps gain more information
Clarification
helping put into words unclear thoughts or ideas for a patient. Helps the patient put events into context and clarify the problem. “I’m not sure what you mean” “what else happened?”
Giving information
sharing info about a patients well-being and health should be based on factual information
Summarizing
purpose is to ensure that the patient and the nurse are in agreement about what was discussed and what decisions were made to assure nothing was omitted
Silence
allows the patient to collect thoughts. provides time for quiet contemplation of what has been discussed. allows formulation of thoughts on how to proceed. can decrease tension.
Restatement
refers mainly to content portion of the communication. Nurse listens carefully to patient. restates content of communication back to patient. To verify nurse’s understanding with pt.
reflection
identifying main emotional themes contained in a communication and directing them back to the client. purpose to verify feelings that are being heard with pt
Non-Therapeutic communication
impairs the flow of communication. message sent can be blocked by emotional undertones. barriers and defenses are set-up and prevent the flow of communication & therapeutic interaction
