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62 Cards in this Set
- Front
- Back
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define communication
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a dynamic ongoing process of sending & receiving message
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define interpersonal communication
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interaction w/in people which affects one another thru exchg of info, ideas & feelings
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factors that influence communication
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environment, developmental variations, gender, personal space, territoriality, roles & relationships
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environmental factors that influence communication
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is setting for communication private, quiet -be sure to consider distractions, timing and relevance (if pt in pain, not good time to educate them)
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developmental variation factors that influence communication
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physical & cognitive development, language skills, level of educ, maturity
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gender factors that influence communication in nursing role
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male/female pts communicate needs different, gender of nurse may affect response to pts req (eg fem pt states feels lousy, fem nurse takes this as pt desires to talk vs male nurse may discuss pain control)
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personal space factors that influence communication
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intimate distance -w/in 18in
personal dist. -w/in 18in-4ft social dist. -4-12ft public distance -beyond 12ft |
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define territoriality
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the space & things than an indvidual identifies as belonging to them
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territoriality factors that influence communication
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client may be offended if you invade, rearrange or interfere w/territory
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sociocultural factors that influence communication
(culture/socioeconomic status) |
facial expressions, nonverbal communication, selection of who to interact with (eg some cult. male nurse cant attend to fem pt,,doc explains trtmt to pt, pt doesnt ask ?'s waits until leaves & asks nurse)
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roles & relationship factors that influence communication
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affects your choice of vocab, tone of voice, use of gestures & distance (eg way you interact w/instructor vs classmates)
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5 elements of communication process
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sender, message, receiver, feedback and channel
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a sender is
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the person who encodes & sends message, one who initiates conversation, the source
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a message is
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content of communication, can be verbal/nonverbal, can be conversation, speech, gesture or a letter -s/b appropriate for each situation & developmental level
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a receiver is
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the person who receives and decodes the message, an observer, listener or interpreter,,uses visual, auditory & tactile senses
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feedback is
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the message returned by the receiver,,validates that rcvr rcvd msg & understood it, can be verbal/nonverbal or both,,verifying msg avoids confusion
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channel is
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how message is communicated(eg face-face, touch, written pamphlets, audiovisual aids, recordings, phone msg)
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some communication principles
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-one cannot Not communicate
-communication fxns to meet basic interpersonal needs -as anxiety increases, effective communication decreases -communication occurs on different levels -msg sent is not always msg rcvd -actions speak louder than words |
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therapeutic relationship
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focuses on improving health of client, clt gains info & knowledge & works thru issues, concerns, problems related to health status, trtmt and nursing care
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therapeutic communication
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promotes this helping relationship,,its client-centered communication directed @ achieving client goals, expresses interest & concern in client & family
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referent
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what motivates someone to communicate
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you cant learn to communicate, T/F
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false, its a learned skill, and it can be improved
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verbal communication is
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use of spoken & written words to send a msg, influenced by education, culture, language, age, past experience
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use medical teminology when talking to clients, T/F
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false, HC has large vocab of tech words, can intimidate or frighten client - use language clt/family understand
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manage communication process
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-be aware of whats motivating you, your values/beliefs & perceptions
-think about what may be the perceptions of the rcvr -consider verbal/nonverbal aspects of communication -use as many diff channels as possible -solicit feedback -actively listen -manage environment |
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not thinking about what your gonna say, processing what person is telling you
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actively listening
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ex. of nursing communication
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reporting off, communicate w/pt, family, other HC team
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"key" - You are
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responsible
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Eg. of verbal communication
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-vocab, understandable/appropriate
-pacing, not too fast/slow -intonation, reflects feeling behind the words, tone of voice -clarity/brevity, accurate & to the point -congruent w/non-verbal, dont send mix msgs - |
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Eg. nonverbal communication
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-personal appearance, image, clean, appropriate
-posture/gait, carry self w/confidence, body position clues in to person's attitude or well being -facial expression, smile/disgust can send msg -gestures, hand/body emphazize & clarify spoken words -sounds, moaning, crying |
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therapeutic relationship four phases
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pre-interaction phase-before meeting client, gather info
orientation phase- mtg client, estab rapport/trust |
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4 phases of therapeutic relationship
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pre-interaction - before meet client
orientation - meet the client working- where bulk of ther. comm. occurs terminal - conclusion of rel. |
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in this phase you gather info about the client, eg prepare for clinical
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pre-interaction phase
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in this phase you estab rapport and trust
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orientation phase
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this phase is the active part of the relationship, caring is communicated, thoughts and feelings expressed mutual respect verbal/nonverbal expression occurs
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working phase
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this phase may be @ end of shift, clients discharge - a review/summary
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terminal phase
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5 key characteristics of therapeutic communication
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-empathy
-respect -genuiness -concreteness -confrontation |
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therapeutic communication eg-
maintain eye contact, use a relaxed posture, lean forward, nod in acknowledgement |
active listening
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therapeutic communication eg-
"you look like your in pain" |
sharing observations
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therapeutic communication eg-
allows client to think things thru" |
using silence
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therap. comm eg-
encouragement and positive feedback |
sharing hope
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therap comm eg-
improves pt outcomes, helps nurses with stress |
sharing humor
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therap comm eg-
can validate clients feelings or share your feelings w/your client |
sharing feelings
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therap comm eg-
providing information |
helps the clients make informed decisions
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therap comm eg-
revealing personal experiences w/intent of helping the client |
self-disclosing
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therap comm eg-
improves client self-awareness, can be positive |
confrontation
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giving personal opinions, that can be interpreted as professional advice, can lead to legal implications
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nontherapeutic communication
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2 nontherapeutic comm egs that block or can block further communication
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changing the subject or false reassurance
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asking for explanations (why), approval/disapproval (impose attitude/beliefs), defensive repsponses (criticism), arguing (challenge clients perceptions)
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nontherapeutic communication examples
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SCORE - therap comm
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Silence, Clarify, Open ended, Reflection, Empathy
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NO Advice to JAWS
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no advice (to), Judgemental, Argue, Why, Sympathy
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communication in Group Helping relationships
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clients needs are met, purpose enchance clt growth, interactions goal oriented/planned, comm is therapeutic, periodic eval of goal achievement, had defined end
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communication in Social relationship
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mutual needs are met, purose is friendship, socialization, enjoyment or accomplishment of task, interactions spontaneous, communication may including giving advice, no/little emphasis on eval of interaction, no defined end
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type of short term or ongoing group that address a task or need (eg disaster task force, quality assurance, infection control)
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task groups
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voluntary organizations, AA, Weight watchers, individuals meet with a common need
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self-help groups
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group that helps members cope with issues, improve relationships or address stress
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therapy groups
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help members of a profession cope with stress assoc w/their work
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work-related social support group
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role of communication & nursing process
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therapeutic communication used thru out nursing process: assessment essential to effective communication; nursing diag several directly pertain to effective comm; Plan/outcome intervention these are dependent on nur diag eg.impaired verbal comm; planning intervnt/implem eg improve comm w/pt
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communication w/clients of special needs
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make every effort to comm even if think cant understand, dont rush, use verbal/written instructions (multiple modalities), go over several times, stimulate conversation, use short sentences, dont be vague, if unconcious continue to talk and explain processes-talk slow
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basic tech for facilitating effective communication
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actively listen, estab trust, being assertive, restate-clarify-validate msgs, interpret body language, share observations, ask open end questions, use silence, summarize conversation
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ineffective verbal/nonverbal communication behaviors
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using med terminology, jargon, poor timing & relevance, facial expressions, gestures
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therapeutic benefit of listening to clients
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learn to appreciate experiences/beliefs that differ from your own, evaluate your own participation in an interaction from client feedback, allows for a better understanding of clients needs, criticism can promote discovery
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