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89 Cards in this Set
- Front
- Back
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how do you understand? |
listen beneath words |
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sender |
one or group of person's initiating message |
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message |
thought, idea, facts that are stated or conveyed to another individual |
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receiver |
hears, sees, or feels the message |
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channel |
the means/way message is sent |
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auditory |
act of perceiving a sound; speaking |
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visual |
through sight |
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kinesthetic |
movement or sensation |
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feedback |
response that one gets from the receiver that enables the sender to verify that the message was received as sent |
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one-way communication |
-highly structured -the sender in control -very little feedback and response |
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two-way communication |
-requires that both the sender and the receiver participate equally -in education setting called active listening |
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communicaiton influences |
-age -education -cultural -language -attention -surroundings |
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what kind of appraoch to you provide |
individualized |
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what does verbal communication involve |
use of spoken words or symbols |
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connotative meaning |
-individual's perception or interpretation of a given word EX: party pooper |
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denotative meaning |
-commonly accepted definition of a particular word EX: mother, father, love |
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jargon |
-commonplace "language" unique to a person in a particular work setting -don't use outside of own culture |
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active listening |
-hearing words and nonverbal behaviors -speaking: done so that don't offer opinions -writing: accurate legible manner -reading |
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attentative listening |
participating while listening |
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selective listening |
selective hearing, hear what you want to |
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SOLER (active listening - nonverbal behavior) |
s: sit facing patient o: open posture (don't cross arms) l: lean toward patient e: eye contact r: relax |
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what's nonverbal communicaiton |
messages sent through the language of the body, w/o the use of words |
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voice |
-tone, rate, and volume affecting message -factors affecting voice (emotion, confidence, familiarity with the situation) |
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eye contact |
-signals the intention to interact |
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extended eye contact |
glance every once in a while is okay |
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avoiding eye contact.. |
means not interested |
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physical appearnace effecting communication |
-size (intimidate kids) -color of skin (notice bruising) -dress (don't judge) -grooming -posture (no slumping) -facial expression (poker face) |
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what does a professional appearance provide |
conveys pride and competence |
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what's the distance b/w you and your patient based on |
location of interaction, culture, age |
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what kind of space do you use when caring for a patient |
intimate |
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gestures |
-movements used to emphasize the idea being communicated -physical activity (hand gestures) |
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posture |
-the way a person sits, stands, and moves |
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open posture |
relaxes stance |
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closed posture |
more formal posture and setting providing distance and space |
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congruence |
verbal and nonverbal are similar to each other |
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incongruence |
nonverbal and verbal don't match up to each other |
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what will affect the mood and overall outcome of an interaction? |
the manner in which a message is communicated |
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assertive communication |
interaction that takes into account the feelings and needs of the patient yet honors the nurse's rights as an individual |
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aggressive communication |
interacting with another in an overpowering and forceful manner to meet one's own needs at the expense of others |
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passive communication |
-quiet -only provide eye contact if they are questioned -let other people take over the communication (pass it on) |
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unassertive communication |
sacrifices the nurse's legitimate personal rights to met the needs of the patient at the expense of feeling resentful |
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therapeutic relationship b/w nurse and patient |
interaction where the nurse demonstrates caring, sincerity, empathy, and trustworthiness |
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what's essential to effective nurse-patient interaction |
trust |
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tips for building rapport with your patients |
-be visible (don't hide) -anticipate needs (know when/what need) -be reliable (present) -listen -stay in control -use minimal self-disclosure -treat each patient as individual -educate patients b4 a new event happens -give patient some control to make decisions |
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therapeutic |
-an exchange of information that facilitates the formation of a positive nurse-patient relationship and actively involves the patient in all areas of the nursing process -actively involves patient in all areas |
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nontherapeutic |
-prevents the patient from becoming a mutual partner in the relationship and may place the patient in a passive role -be involved in your health care |
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nonverbal therapeutic communication |
-listening -silence -touch |
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listening |
-most effective method -most difficult -active & passive listening |
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passive listening |
nurse attends nonverbally to what the patient is saying through eye contact and nodding or through verbally encouraging phrases like "uh huh" or "i see" |
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silence |
-most underused -requires skill and timing -can convey respect, understanding, caring, support -gives you time to look at nonverbal responses |
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touch |
-must be used with great descretion -can convey warmth, caring, support, and understanding -if nurse hesitant = may portray rejection -get consent first |
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what should you do before touching anyone |
research different cultures |
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conveying acceptance |
-willingness to listen and respond to what a patient is saying -avoid nonverbally communicating disapproval through gestures or facial expressions |
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verbal therapeutic communication |
-closed questioning -open-ended questioning -restating -paraphrasing -clarifying -focusing -reflection -etc. |
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closed questioning |
-focuses and seeks particular answers -"yes or no" question |
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open-ended question |
-does not require a specific response and allows the patient to elaborate freely -provide as much information as possible -"how feeling today.." -"tell me about your signs and symptoms.." |
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restating |
nurse repeats to patient what nurse understands to be the main point |
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paraphrasing |
restating the patients message in the nurse's own words to verify that the nurse's interpretation is correct |
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clarifying |
-restating a patients message in a manner that ask patients to verify information is accurate -"so it's my understanding.." |
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focusing |
-used when more specific information is needed to accurately understand the patients message -"okay so i have this for your symptom but i didn't have this.." |
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reflecting |
-assists the patient to reflect on inner feelings and thoughts -helps make patient more independent and helps them to make decisions |
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stating observation |
validates the accuracy of observation as well as an interpretation of that information |
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offering information |
-nurse should make this interaction two-way -done often when doing any type of teaching (dressing change, etc.) -offer information and then they return back demonstration of what we offered to them |
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summarizing |
-reviewing main points recovered during interaction with patient -after long period of time |
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what's the best medicine |
laughter |
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posture and positioning affecting communication |
-most therapeutic posture and positioning is for the nurse to assume the same position and level as the patient |
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comfort zone |
-distance b/w 2 or more individuals maintained to prevent sense of intimidation -4 ft = comfortable?? |
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intimate zone |
0-18 inches |
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personal zone |
18 inches-4 feet |
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social zone |
4-12 feet |
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public zone |
12 feet or more |
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environment with communication |
should provide a calm, relaxed atmosphere |
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level of trust |
-trusting relationship essential for effect interaction -established asap -deals with how much privacy you provide for patient |
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2 patients in one room |
pull curtain, talk so only they can hear about personal stuff |
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language barriers |
interpreter if available; messages kept simple |
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culture with communication |
all aspects differ b/w cultures |
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age and gender with communication |
-a signifigant age difference b/w the nurse and the patient -male and female patterns of communication -females talk about more irrelevant things and bring about more emotion |
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physiologic factors |
-patients may experience these factors that can interfere with effective communication |
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#1 leader of difficulty with communication |
-pain |
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psychosocial factors |
-stress (blocks) -grieving |
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blocks to communication |
-false reassurance -giving advice -false assumptions -value judgements -cliches -defensiveness -asking for explanations -changing the subject -stereotyping -belittling |
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ventilator-dependent patients |
-assess the patients ability to use a particular alternative method of communication -communication board -"signal system" |
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expressive aphasia |
cannot communicate (communicate with white boards) |
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receptive aphasia |
can't interpret message being received |
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mixed aphsasia |
mixture of receptive and expressive aphsasia |
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disarthria |
-disfunction of muscles used for speech -patient cannot recognize or interpret the message being received -absense of ability to express language -can still hear everything you're saying |
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alternative methods of communication |
-lip reading -sign language -paper/pencil slate -word or picture cards -magnetic boards with plastic letters -eye blinks -computer assisted communication -clock based communicator -braile |
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unresponsive patients |
-assume that can hear everything -speak to patient as though awake -always explain procedures and activities -watch for nonverbal cues |
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telemedicine |
-used often to transmit from one place to another -electronically=used often |
