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127 Cards in this Set
- Front
- Back
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(def)
interchange of information, thoughts, or feelings |
communication
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True/false
Communication consists of only verbal and conscious behavior. |
False - communication consists of verbal, non-verbal, conscious, and unconscious behavior
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What are the 4 elements of communication?
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1. sender (encoder)
2. receiver (decoder) 3. message 4. feedback |
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Why is feedback so important?
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it allows us to know if the message we are sending is understood
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What is the purpose of communication?
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to establish and maintain a harmonious and productive relationship among people
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True/False:
Communication can be both helpful and hurtful. |
True
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A patient asks you if s/he is dying. What do you think the patient is really seeking from you?
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reassurance - they are looking for someone to talk to
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What are the 2 main modes of communication?
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- verbal
- nonverbal |
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Would a nurse's notes be considered a form of verbal or nonverbal communication?
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verbal
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You need to explain a complicated medical procedure to a patient. What is the most important method to guarantee that the patient will understand the procedure that s/he is receiving?
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Keep it Simple!
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A patient has just learned that s/he will need open heart surgery. You need to interview this patient. What should you do?
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Return at a later time to interview the patient.
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A patient asks you a question regarding an upcoming procedure and you do NOT know the answer. What should you do?
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Be honest. Tell the patient that you don't know, but you will find out for them, get your instructor, or the staff nurse.
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True/False
You should always give a patient a precise time for surgery. |
FALSE - you should never give a precise time for surgeries or procedures. Complications do occur.
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You tell a client that you will return in 15 minutes to check on them. Why is it so important that you return at that time?
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to maintain credibility with the client
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Why is clarity so important as a nurse?
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to ensure that you are communicating clearly to the client
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(def)
transmission of messages without using words |
nonverbal communication
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What are some methods of nonverbal communication?
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- facial expressions
- posture - personal appearance - gestures |
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What are the 6 universal facial expressions?
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- fear
- happiness - sadness - anger - disgust - surprise |
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Why is it so important to monitor your facial expressions while dealing with clients?
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because your facial expressions can relay feelings that may damage your nurse-client relationship (ex. expressing shock when first seeing a burn patient)
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How do you know if it is ok to touch a patient?
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you ask permission, or look for nonverbal clues
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Verbal and nonverbal communication must be _____________.
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congruent
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(def)
the process of becoming aware though our senses |
perception
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A person's perception to their diagnosis will affect their _________.
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reaction
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A client is pressing the call light every 5 minutes. What is the best approach to dealing with this issue?
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Talk to the client about the behavior, expressing that it is unacceptable but without passing judgment or displaying any negative emotions, thoughts, or feelings
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You take a self-analysis of your strong and weak attributes. What is this also known as?
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Therapeutic use of self
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What are the 5 levels of communicational development?
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- Cliche conversations
- reporting facts - share personal feelings, ideas, judgments - share feelings - peak communication |
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What are some communication techniques?
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- show interest and respect
- offering self - acknowledging feelings - giving information |
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What type of communication technique?
make yourself available to the client, show a desire to understand and be there |
offering self
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What type of communication technique?
let the patient know his feelings are understood and accepted |
acknowledging feelings
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What type of communication technique?
making available the facts the patient needs to know |
giving information
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What are 3 methods used to encourage patients to verbalize?
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Silence (listening)
Broad Openings General Leads |
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How does silence encourage a patient to talk?
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gives the patient time to collect his thoughts and think about what they are going to say
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What are some guidelines to being a good listener?
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- maintain eye contact but don't stare
- never sit on the patient's bed (pull up a chair) - lean forward slightly - keep distractions to a minimum - provide privacy - remain relaxed |
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What type of communication technique?
open-ended questions |
broad openers
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What is the purpose of broad openers?
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they encourage the patient to talk, determine the direction of the conversation, and elicit answers that are more than 1 or 2 words
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What is the purpose of general leads?
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lets the patient know you are listening and you want him to continue
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What type of communication technique?
nodding your head and saying "go on" |
general lead
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What is reflecting?
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you restate what the patient just stated (all or part is slightly rephrased)
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What type of communication technique?
The patient says "I'm at the end of my ropes" and you say "you are at the end of your ropes?" |
reflecting
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What is seeking clarification?
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simply clarifying that which is vague
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What is the purpose of sharing observations and perceptions?
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to verbalize what is perceived and call it to the patients awareness
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What type of communication technique?
Saying to the patient "You look really uncomfortable" |
Sharing observations and perceptions
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What are the 4 main types of questions?
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- closed questions (yes/no)
- open-ended (broad openers) - leading question (question that implies the answer desired) - why questions (intimidating, puts people on the defensive) |
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What is summarizing?
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to sum up everything you and client have spoken about
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What is presenting reality?
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giving true and accurate information to a patient; this is not disagreeing, just presenting the truth
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Things that interfere with communication are known as what?
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blocks to communication
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What is false reassurance?
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short, general cliches (ex. don't worry, everything will be fine)
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Why is giving approval/disapproval considered a block to communication?
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Nurses are supposed to non-judgmental - we are not supposed to tell the patient what is or is not best to do.
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What is rejecting?
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ignoring a client's request or statement because you disagree or feel uncomfortable
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Why is agreeing/disagreeing considered a block to communication?
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because we want the patient to come up with his own decisions without influence from us
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Why is advising considered a block to communication?
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because we are giving our opinion, which is not helpful to the client coming to a decision on his own, without influence
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Why is probing a block to communication?
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it is persistent questioning, which leads to making the patient feel violated
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Why is challenging considered a block to communication?
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it puts pressure on the patient, forcing him to analyze and explain his ideas
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Why is defending considered a block to communication?
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it shows weakness in the nurse's demeanor, focusing on the nurse's feelings rather than the patient's
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Saying "You should be able to handle this diagnosis just fine...so and so did" is an example of what?
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belittling
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Saying "All teenagers are difficult!" is an example of what?
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stereotyping
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What is the biggest problem with stereotyping?
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it places people in groups, taking away their individuality
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In most cases, changing the subject is not recommended. What are 2 cases where changing the subject is okay?
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- the conversation is inappropriate
- the client is asking personal questions |
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True/False:
You should speak very loudly when communicating with a person who is hard of hearing. |
False - speak slowly, facing the person (if they are deaf in one ear, speak into their good ear)
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True/False:
It is always fine to use family members as interpreters. |
False- you have to call the hospital's interpreter for all important communication
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What are a few techniques for communicating with people who speak another language when an interpreter is not available? (3)
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- pictures
- flashcards - facial expressions/hand signals |
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A person cannot speak because they have had a tracheotomy. What is a good technique for communicating with this client?
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giving the client a slate (small chalkboard) to communicate
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What are some things you need to know when interviewing a client?
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Descriptions of how they are feeling, what brought them there, any desires/needs they have (focusing on emotionally charged areas)
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(def)
an interpersonal process consisting of a series of interactions between a client and a nurse |
therapeutic communication
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What is the primary difference between social relationships and therapeutic relationships?
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In a therapeutic relationship, the aim is to help the client. Social relationships are for companionship and aren't goal oriented.
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True/false:
Therapeutic relationships have mutual sharing. |
False - Social relationships have mutual sharing.
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What are 8 qualities of a nurse?
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- concern for others and an active interest in them
- trust - empathy - sympathy - genuineness - unconditional positive regard - involved objectivity |
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True/false:
To have concern for a person, you have to like them. |
False - concern means a genuine interest for a patient's well being and taking responsibility for him
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What is unconditional positive regard?
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caring for the patient as a person, not an object; requires belief in the values of another person regardless of what he believes
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What is involved objectivity?
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a conscious awareness of being able to see events without reacting in a highly personalized way
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(def)
a particular way in which we perceive and relate to fellow human beings |
rapport
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(def)
a feeling of confidence in another |
trust
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What are some things you can do to build trust with a client? (5)
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- follow through on what you say
- keep promises - be honest - maintain confidentiality - be available |
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What are the 2 types of empathy?
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- accurate (true) empathy
- learned empathy |
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What is accurate empathy?
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you yourself have been through a similar or like experience and can relate to what the patient is going through
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What is learned empathy?
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you have not personally experienced the situation, but you acknowledge what the patient is feeling because you have seen it many times before
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(def)
being affected by another person's emotions; a basic urge to alleviate their distress |
sympathy
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(def)
the ability to enter into or share in and comprehend the psychological state of another individual |
empathy
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True/False:
Pity is a bad attribute to have in nursing. |
true
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For something to be genuine, it needs to be _____, ________, and ___-______.
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real, spontaneous, and non-defensive
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What is the basis of all other nursing qualities?
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genuineness
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True/false:
Nurses should express a non-judgmental and non-punitive attitude. |
true
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Nurses should avoid all ______ judgments.
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moral
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What are the 4 phases of a therapeutic relationship?
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- pre-interaction phase
- orientation phase - working phase - termination phase |
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During which phase of a therapeutic relationship should you tell the client when termination will be?
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orientation phase
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True/False:
New material should be introduced during the termination phase. |
False - NEVER introduce new information at the time of termination
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A nurse is against abortion, however she is able to assist in performing an abortion without reacting in a personal way. What quality is this an example of?
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avoiding all moral judgments; acting in a non-judgmental and non-punitive way
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Why is being consistent as a nurse important to the client?
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not knowing what to expect increases anxiety and fear
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What goes on during the pre-interaction phase?
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you read the patient's chart and familiarize yourself with him or receive a report from another nurse
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What is the purpose of the pre-interaction phase?
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allows you to prepare
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What goes on during the orientation (introductory or initiating) phase?
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You meet the patient, introduce yourself, review, ask questions, set goals, and tell the patient when termination will be.
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What goes on during the working phase?
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Striving to meet goals from the orientation phase, provide information, exploring, referrals, active problem solving
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What goes on during the termination phase?
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summarizing feelings, review of processes
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During which phase of the Nurse-Client relationship?
The nurse will begin to think about the problems the patient will have |
pre-interaction phase
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During which phase of the Nurse-Client relationship?
The patient will demonstrate the ability to move on crutches |
Working phase
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During which phase of the Nurse-Client relationship?
The patient will acknowledge the goal he has accomplished in therapy. |
Termination
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During which phase of the Nurse-Client relationship?
The patient will learn the name of the nurse and become acquainted |
Orientation Phase
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During which phase of the Nurse-Client relationship?
An anorexic patient will establish an agreement with the healthcare professional to return gradually to a normal eating pattern. |
Orientation Phase
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During which phase of the Nurse-Client relationship?
The patient will express his desire to go home despite the excellent care he received at the agency. |
Termination
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During which phase of the Nurse-Client relationship?
The patient will attend a counseling session dealing with smoking. |
Working Phase
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During which phase of the Nurse-Client relationship?
The patient will verbalize the goals set forth in his transition to a home healthcare setting. |
Termination
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During which phase of the Nurse-Client relationship?
The patient will establish an agreement with the home healthcare worker about the frequency and length of contacts. |
Orientation Phase
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During which phase of the Nurse-Client relationship?
The patient will express his concern about a pending surgery to the nurse. |
Working Phase
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(def)
a feeling of sympathy for someone or something |
concern
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(def)
The state of being responsible, accountable, or answerable; A duty, obligation or liability for which someone is held accountable |
responsibility
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(def)
the state of being genuine |
genuineness
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(def)
the state of NOT inflicting punishment upon another person |
non-punitive
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What therapeutic communication technique?
Sitting quietly until the client is able to put thoughts and feelings into words |
Using Silence
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What therapeutic communication technique?
"I'll stay with you until your daughter arrives" |
Offering Self
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What therapeutic communication technique?
"How have you been feeling lately?" |
Open-Ended question (broad opening)
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What therapeutic communication technique?
"Your surgery is scheduled for 11am tomorrow." |
Giving Information
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What therapeutic communication technique?
"Your magazine is here in the drawer. It has not been stolen." |
Presenting Reality
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What therapeutic communication technique?
Client: "Do you think I should tell my husband?" Nurse: "You seem unsure about telling your husband" |
Reflecting/Restating
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What therapeutic communication technique?
"You seem upset today" |
Making observations
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What therapeutic communication technique?
"Perhaps you would like to talk about your fears." |
Providing General Leads
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What non-therapeutic communication technique?
"Don't worry, everything will be fine" |
False Reassurance
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What non-therapeutic communication technique?
"Yes, you should start jogging!" |
Giving approval (Agreeing)
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What non-therapeutic communication technique?
"You should think about having your wife take a part-time job." |
Advising
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What non-therapeutic communication technique?
"I can't talk now. I'm going on my coffee break" |
Rejecting
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What non-therapeutic communication technique?
Client: "The night nurse didn't answer my light for over an hour" Nurse: "We literally run around at night. You aren't the only client!" |
Defending
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What non-therapeutic communication technique?
Client: "I felt nauseated after that red pill" Nurse: "Surely you don't think I have you the wrong pill." |
Challenging
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What non-therapeutic communication technique?
"Honestly, you can't be in that much pain over a sprain. Toughen up!" |
Belittling
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____________ is a critical nursing skill used to gather assessment data for nursing diagnoses, to teach and persuade, and to express caring and comfort.
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Communication
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Which reveals more about a person's thoughts and feelings, verbal or non-verbal communication?
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non-verbal communication
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The effective nurse-client relationship is a helping relationship that facilitates _______ of the individual.
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growth
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Assertive communication promotes client safety by minimizing miscommunication with colleagues. What is an important characteristic of assertive communication?
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Using "I" statements
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Nonassertive communication includes 2 types of interpersonal behaviors: What are they?
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submissive and aggressive
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