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30 Cards in this Set
- Front
- Back
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Sender aka source or encoder
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-Begins the conversation to deliver a message
-Encoding refers to the process of selecting the words, gestures, tone of voice, signs, and symbols used to transmit the message. |
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Message
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-is the verbal and/or nonverbal information the sender communicates
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Receiver
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is the observer, listener, and interpreter of the message
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Feedback
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validates that the receiver received the message and understood it as the sender intended
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Channel
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is the medium used to send the message
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Different modes of communication
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Written pamphlets, audiovisual aids, recordings, telephone and text messages, internet, face-to-face
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Describe factors that influence verbal communication
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Educational background, culture, language, age, and past experiences
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Facial Expression
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Mismatch between your verbal message and facial expression may cause the client to doubt your credibility
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Posture and Gait
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Body position, gait, and posture offer clues to a person’s attitudes, emotions, physical well-being, and self-concept.
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Personal Appearance
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Clothing and personal appearance provides clues to a person’s feels, socioeconomic status, culture, and religion.
-Dress and accessories are powerful cultural clues |
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Gestures
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-Hand and body gestures emphasize and clarify the spoken word. They are good indicators of the feeling tone behind the conversation.
-Gestures vary widely among individuals and cultures: use with caution -They can help you communicate with individuals with impaired verbal communication |
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Touch
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-Touch can convey affection, caring, concern, and encouragement
-Avoid misinterprets by not using on angry or the mentally disturbed |
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Environment affect all communication
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-Background noise is distracting, interferes with hearing, and can create confusion
-Being around others in pain, or distress, creates anxiety and fear; lack of privacy may cause embarrassment. All of those feelings may prevent your patient from sharing personal information |
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Developmental Variations affect all communication
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-Physical and cognitive development, language skills, level of education, and maturity influence the communication process
-Infants and toddlers with limited language skills communicate nonverbally -Older adults may be affected by sensory alterations, like hearing loss or vision changes, or any variety of healthcare problems that affect cognition |
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Gender affect all communication
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-Males and females communicate differently and may interpret the same communication differently
-Women communicate to form connections and establish relationships. “Be connected” -Male communication styles focus on maintaining independence and favorable positions in hierarchy “Be one up” -Male communication tend to be purpose driven: more about conveying information and accomplishing a goal, whereas female communication tend to be relationally driven -The gender of the nurse may affect the response to the patient’s requests |
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Intimate Distance:
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-the area immediately surrounding people that they define as their “private space”
-People prefer to maintain intimate distance between themselves and others during interactions -It is within 18 inches of the other person -You invade a client’s intimate distance to perform assessments and procedures, also when touching a hand or shoulder to offer support |
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Personal distance
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-from 18 inches to 4 feet
-Interactions with clients and healthcare team members will commonly occur at this range -This distance facilitates sharing of feeling or personal thoughts and is appropriate to maintain when communicating caring or concern |
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Social distance:
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-is 4 to 12 feet
-It is used in more formal interaction or when communicating with a group of individuals at the same time -You are not within range to be physically touched, it’s loud enough to be overheard, thoughts and feelings are shared less |
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Public distance:
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-beyond 12 feet
-This distance requires loud and clear enunciation for communication -Often used by public speakers and large educational groups -It lacks individuality and has a greater focus on the group or community |
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Territoriality
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-Refers to the space and things that an individual identifies as belonging to him
-Territories my be bounded and visible to others or may be defined by the individual in a way not noticeable to others -Must recognize that clients are not in their “home” territory and are therefore likely to be less at ease during interactions |
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Sociocultural Factors
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-Culture and socioeconomic status strongly influence communication→ facial expressions, nonverbal communication, and even selection of whom to inter act with
-Social status: talking more to the nurse vs the physician -Social distance: rich vs poor |
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Roles and Relationships
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-The roles and relationships of the sender and receiver affect the choice of vocabulary, tone of voice, use of gestures, and distance associated with the communication
-Many patients have preconceived notions about nurses and they don’t know the roles of the nursing staff |
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Identify the goal of collaborative professional communication
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Providing optimal patient care
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Define Delegation
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-Is the process of directing another person to perform a task or activity; it’s a transfer of authority or responsibility
-The person delegating retains accountability for the outcome of the activity -You may assign tasks to other RNs but this is NOT delegation because those RNs are accountable for the outcome of their activities -You can ONLY delegate down the chain of command -You CANNOT delegate nursing care decisions -According to the ANA, any nursing intervention that requires critical thinking or professional judgment CANNOT be delegated -RN delegation and direction of specific tasks to NAPs is appropriate, safe, and resource-efficient -Delegate tasks based on patient need and caregiver competency -When deciding whether to delegate tasks, you should think critically about the task, the circumstance, the person, the direction or communication, and the supervision and evaluation |
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The five rights of delegation
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-Right Task: “Can I delegate this task?” Is the task;
-Right Circumstance: “Should I delegate it?” -Right Person: “Who is the best prepared to do it?” The right person; -Right Direction/Communication: (What does the NAP need to know?) -Right Supervision (How will I follow up?) |
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Professional boundaries nurses must be careful to maintain with their patients
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-Excessive Self-Disclosure
-Flirtation -Secretive Behavior -“Super Nurse” Attitude -Excessive Attention to Client -Unclear communication |
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S in SBAR
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-Situation
-In 10 seconds, identify yourself and the patient and describe the present situation that prompted you to call. -State your name, your unit, the patient’s name and room number, the problem |
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B in SBAR
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-Background
-Give the other information pertinent to the situation- not the patient’s entire history since admission, but circumstances leading up to the situation (like medications, lab results, current symptoms) |
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A in SBAR
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-Assessment
-State the problem and what you think is causing it. This is an inference rather than traditional data collection |
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Recommendation
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State what you think will correct the problem, or what you need from the physician
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