Taylor's Fundamentals Of Nursing: Chapter 21 Communicator

Front 1

Five Parts of the Communication
Process (Berlo)

Back 1

1. stimulus

2. source (encoder)

3. message

4. channel

5. receiver (decoder)

Front 2

Stimulus

Back 2

a patient need that must be addressed

Front 3

Source (encoder)

Back 3

the person or group who initiates the communication process

Front 4

Message

Back 4

the actual physiologic product of the source

Front 5

Channel

Back 5

the medium the sender has selected to send the message

Front 6

what are three mediums in which a message can be sent?

Back 6

1. auditory

2. visual

3. kinesthetic

Front 7

Receiver (decoder)

Back 7

must translate and interpret the message sent

Front 8

Four Levels of Communication

Back 8

1. intrapersonal

2. interpersonal

3. small-group

4. organizational

Front 9

intrapersonal communication

Back 9

is the communication that occurs within an individual

Front 10

interpersonal communication

Back 10

occurs between two or more people with a goal to exchange messages

Front 11

Group communication

Back 11

occurs when the nurse interacts with two or more individuals

Front 12

what are the two types of group communication?

Back 12

1. small-group communication

2. organization group communication

Front 13

what are the roles of groups?

Back 13

1. talk oriented

2. group-building or maintenance

3. self serving

Front 14

what are the factors influencing communication?

Back 14

1. developmental level

2. gender

3. social cultural differences

4. roles and responsibilities

5. space and territoriality

6. physical, mental, and emotional state

7. environment

Front 15

what are two forms of communication?

Back 15

verbal (language)

nonverbal (body language

Front 16

what are some ways of communicating through non-verbal communication?

Back 16

1. facial expression, touch, eye contact

2. posture, gait

3. gestures

4. general physical appearance

5. mode of dress and grooming

6. sounds, silence

Front 17

what are some characteristics of a helping relationship

Back 17

1. dynamic

2. purposeful and time limited

3. person providing assistance is professionally accountable for the outcomes

Front 18

helping relationship

Back 18

1. does not occur spontaneously

2. characterized by an unequal sharing of information

3. built on the patient's needs

Front 19

phases of the helping relationship

Back 19

1. orientation phase

2. working phase

3. termination phase

Front 20

goals of the orientation phase

Back 20

1. establish tone and guidelines for the relationship

2. identify each other by name

3. clarify roles of both people

4. establish an agreement about the relationship

5. provide the patient with orientation to the healthcare system

Front 21

goals of the working phase

Back 21

1. work together to meet the patient's needs

2. provide whatever assistance is needed to achieve each goal

3. provide teaching and counseling

Front 22

goals of the termination phase

Back 22

1. examine goals of helping relationship for attainment

2. make suggestions for future efforts if necessary

3. encourage patient to express his/her emotions about the termination

Front 23

factors that promote effective communication

Back 23

1. dispositional traits

2. rapport builders

Front 24

dispositional traits

Back 24

1. warmth and friendliness

2. openness and respect

3. empathy

4. honesty, authenticity, trust

5. caring

6. competence

7. genuineness

Front 25

rapport builders

Back 25

-specific objectives

-comfortable environment

-privacy

-confidentiality

-patient vs. task focus

-utilization of nursing observations

-optimal pacing

-providing personal space

Front 26

methods of SBAR Communication

Back 26

- posters

- stickers on phones

- peer observation

- inclusion of SBAR in orientation

Front 27

Developing Conversation Skills

Back 27

- control the tone of your voice

- be knowledgeable about the topic of conversation

-be flexible

-be clear and concise

-avoid words that might have different interpretations

-be truthful

-keep an open mind

-take advantage of available opportunities

Front 28

developing listening skills

Back 28

- sit when communicating with a patient

-be alert and relaxed and take your time

-keep the conversation as natural as possible

-maintain eye contact

-use appropriate facial expression and body gestures

-think before responding to the patient

-do not pretend to listen

-listen for themes in the patient's comments

-use silence, therapeutic touch, and humor appropriately

Front 29

interviewing Techniques

Back 29

- open ended questions or comments

- closed questions or comments

- validating questions or comments

- clarifying questions or comments

- reflective questions or comments

- sequencing questions or comments

- directing questions or comments

Front 30

basic components of assertiveness

Back 30

- having empathy

- describing one's feelings or the situation

- clarifying one's expectations

- anticipating consequences

Front 31

blocks to communication

Back 31

- failure to perceive the patient as a human being

- failure to listen

- inappropriate comments and questions

- using clichés

- using closed questions

- using questions containing the words "why" and "how"

- using questions that probe for information

Front 32

blocks to communication

Back 32

- using leading questions

- using comments that give advice

- using judgmental comments

- changing the subject

- giving false assurance

- using gossip and rumors

- using aggressive interpersonal behavior