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99 Cards in this Set
- Front
- Back
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Active Listening |
being attentive to what a pt is saying both verbally and nonverbally |
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Caring |
universal phenomenon that influences the way we think, feel, and behave in relation to one another |
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Communication |
ongoing, dynamic series of events that involves the transmission of meaning from sender to recevier |
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Empathy |
the ability to understand and accept another person's reality, accurately perceive feelings, and communication this understanding to the other |
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Feedback |
process in which the output of a given system is returned to the system |
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Verbal communication |
sending of messages form one individual to another or to a group of individuals through the spoken word |
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Nonverbal communication |
communication using expressions, gestures, body posture, and positioning rather than words
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Therapeutic Communication |
process in which the nurse consciously influences a pt or helps the pt to better understanding through verbal and/or nonverbal communication |
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Name the components of the communication process
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Referent, sender and receiver, message, channels, feedback, interpersonal variables, and environment
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Name the components of the communication process
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Referent, sender and receiver, message, channels, feedback, interpersonal variables, and environment
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Referent
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What motivates one person to communicate with another
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Name the components of the communication process
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Referent, sender and receiver, message, channels, feedback, interpersonal variables, and environment
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Referent
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What motivates one person to communicate with another
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Sender
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Encode and delivers message
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Receiver
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Decodes and receives message
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Receiver
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Decodes and receives message
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Message
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The content of the communication- verbal, nonverbal, and symbolic language
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Receiver
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Decodes and receives message
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Message
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The content of the communication- verbal, nonverbal, and symbolic language
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Channels
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Ways of conveying and receiving communication (auditory, tactile, use of media as in this model)
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Receiver
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Decodes and receives message
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Message
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The content of the communication- verbal, nonverbal, and symbolic language
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Channels
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Ways of conveying and receiving communication (auditory, tactile, use of media as in this model)
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Feedback
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The response of a receiver to the sender's message (helps the sender evaluate the effectiveness of the message)
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Interpersonal variables
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Factors within both the sender and receiver that influence communication (perception is an example)
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Receiver
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Decodes and receives message
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Message
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The content of the communication- verbal, nonverbal, and symbolic language
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Channels
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Ways of conveying and receiving communication (auditory, tactile, use of media as in this model)
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Feedback
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The response of a receiver to the sender's message (helps the sender evaluate the effectiveness of the message)
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Interpersonal variables
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Factors within both the sender and receiver that influence communication (perception is an example)
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Environment
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Setting for interaction; for effective communication, environment needs to meet the person's needs for physical and emotional comfort and safety
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Name verbal communication forms
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Vocabulary, spoken or written word, pacing, intonation, clarity and brevity, timing and relevance
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Name verbal communication forms
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Vocabulary, spoken or written word, pacing, intonation, clarity and brevity, timing and relevance
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Nonverbal communication forms
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Personal appearance, posture and gait (Way of walking), facial expressions, eye contact, gestures, sounds, territory and personal space
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Explain elements of professional communication
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Courtesy, use of names, privacy and confidentiality, trustworthiness, autonomy and respect, assertiveness
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Explain elements of professional communication
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Courtesy, use of names, privacy and confidentiality, trustworthiness, autonomy and respect, assertiveness
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Assertiveness
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Allows you to express feelings and ideas without judging or hurting others
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Explain elements of professional communication
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Courtesy, use of names, privacy and confidentiality, trustworthiness, autonomy and respect, assertiveness
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Assertiveness
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Allows you to express feelings and ideas without judging or hurting others
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Autonomy
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Being self-directed and independent in accomplishing goals and advocating for others
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Name therapeutic Communication techniques
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Active listening, silence, touch, offering self, acknowledging
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Name therapeutic Communication techniques
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Active listening, silence, touch, offering self, acknowledging
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Name therapeutic techniques
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General leads, open-ended questions, focusing, clarification, paraphrasing and reflecting, perception checks, summarizing, presenting reality, and giving information
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Name therapeutic Communication techniques
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Active listening, silence, touch, offering self, acknowledging
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Name therapeutic techniques
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General leads, open-ended questions, focusing, clarification, paraphrasing and reflecting, perception checks, summarizing, presenting reality, and giving information
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What is a general lead?
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May involve sharing observations; but do not make assumptions
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Barriers: non-therapeutic techniques
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Asking personal questions, giving personal opinions, changing the subject, automatic responses, false reassurance, and sympathy, disapproval or approval, defensive responses, passive/aggressive responses, and arguing
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Automatic responses & parroting
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Tend to minimize the importance of what other person is saying; parroting is another form of this. Parroting is constantly repeating the patients words
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Approval or disapproval
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Implies judgment; these are other forms of personal opinions
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Approval or disapproval
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Implies judgment; these are other forms of personal opinions
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Defensive responses
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Listen uncritically and discover the reasons for the patient's concern. Listening does not imply agreement
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Approval or disapproval
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Implies judgment; these are other forms of personal opinions
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Defensive responses
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Listen uncritically and discover the reasons for the patient's concern. Listening does not imply agreement
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Passive/aggressive responses
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These either avoid conflict or encourage conflict. Assertive communication is the best approach.
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Approval or disapproval
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Implies judgment; these are other forms of personal opinions
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Defensive responses
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Listen uncritically and discover the reasons for the patient's concern. Listening does not imply agreement
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Passive/aggressive responses
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These either avoid conflict or encourage conflict. Assertive communication is the best approach.
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Argument
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Challenging another person's perception; it implies that the other person is lying, misinformed or wrong
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Symbolic communication
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The verbal and nonverbal symbolism used by others to convey meaning
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Symbolic communication
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The verbal and nonverbal symbolism used by others to convey meaning
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Metacommunication
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A broad term that refers to all factors that influence communication
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Narrative interaction
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Sharing stories; in a therapeutic relationship is important to encourage patients to share personal stories
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Name developmental considerations
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Infant, toddler/preschoolers, school-aged, adolescents, adults, and elderly
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Name developmental considerations
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Infant, toddler/preschoolers, school-aged, adolescents, adults, and elderly
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What is the communication tool that helps standardize communication among healthcare providers?
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SBAR stands for situation, background, assessment, and recommendation
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In active listening what is SOLER ?
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S- sit facing the patient
O- observe an open posture (i.e., keep arms and legs uncrossed) L- lean towards the patient E- establish and maintain intermediate eye contact R- relax; stay comfortable with the patient restless communication lacks interest and a feeling of discomfort to the patient |
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Sympathy
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Concern, sorrow, or pity felt for the patient. Sympathy is a subjective look at another person's world that prevents a clear perspective of the issues confronting that person
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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Intrapersonal communication
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A powerful form of communication that occurs within an individual i.e. self-talk, self-verbalization, or inner thought
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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Intrapersonal communication
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A powerful form of communication that occurs within an individual i.e. self-talk, self-verbalization, or inner thought
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Interpersonal communication
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One-on-one interaction between a nurse and another person that often occurs face-to-face
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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Intrapersonal communication
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A powerful form of communication that occurs within an individual i.e. self-talk, self-verbalization, or inner thought
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Interpersonal communication
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One-on-one interaction between a nurse and another person that often occurs face-to-face
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Transpersonal communication
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Interaction that occurs within a person spiritual domain
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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Intrapersonal communication
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A powerful form of communication that occurs within an individual i.e. self-talk, self-verbalization, or inner thought
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Interpersonal communication
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One-on-one interaction between a nurse and another person that often occurs face-to-face
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Transpersonal communication
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Interaction that occurs within a person spiritual domain
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Small-group communication
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Interaction that occurs when a small number of persons meet
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What are levels of communication?
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Intrapersonal communication, interpersonal communication, transpersonal communication, small-group communication, public communication
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Intrapersonal communication
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A powerful form of communication that occurs within an individual i.e. self-talk, self-verbalization, or inner thought
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Interpersonal communication
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One-on-one interaction between a nurse and another person that often occurs face-to-face
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Transpersonal communication
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Interaction that occurs within a person spiritual domain
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Small-group communication
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Interaction that occurs when a small number of persons meet
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Public communication
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Interaction with an audience
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List components of nursing communication
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-becoming sensitive to self and others
-promoting and accepting the expression of positive and negative feelings -developing helping-trust relationship -instilling faith and hope -Promoting interpersonal teaching and learning - Providing a supportive environment -assisting with gratification of human needs -allowing for spiritual expression |
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Perceptual biases
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Human tendencies that interfere with accurately perceiving and interpreting messages from others. People often assume that others think, feel, act, react, and behave as they would on a similar circumstances.
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Name zones of personal space
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Intimate Zone (0 to 18 inches)
Personal zone (18 inches to 4 feet) Social Zone (4 to 12 feet) Public Zone (12 feet and greater) |
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Name zone of touch
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Social zone (permission not needed) : hands, arms, shoulders, back
Consent zone (permission needed): mouth, wrists, feet Vulnerable zone (special care needed): face, neck, front of body Intimate Zone (Great Sensitivity Needed): genitalia, rectum |
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Examples of Intimate zone
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0 to 18 inches
-holding a crying infant -performing physical assessment -bathing, grooming, dressing, feeding, and toilets no a pt -changing a pt's dressing |
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Examples of Personal zone
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18 Inches to 4 feet
-sitting at a patient's bedside -taking a patient's nursing history -teaching an individual patient -exchanging information at change of shift |
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Examples of Personal zone
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18 Inches to 4 feet
-sitting at a patient's bedside -taking a patient's nursing history -teaching an individual patient -exchanging information at change of shift |
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Examples of social zone
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4 to 12 feet
-Making rounds with a physician -sitting at the head of a conference table -teaching a class for patients with diabetes -conducting a family support group |
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Examples of Personal zone
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18 Inches to 4 feet
-sitting at a patient's bedside -taking a patient's nursing history -teaching an individual patient -exchanging information at change of shift |
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Examples of social zone
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4 to 12 feet
-Making rounds with a physician -sitting at the head of a conference table -teaching a class for patients with diabetes -conducting a family support group |
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Examples of public zone
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-Speaking at a community forum
-testifying at a legislative hearing -lecturing to a class of students |
