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NC #2

Concepts of Communication

What are the verbal communication techniques? Sender & receiver, message, message channel, feedback, context, and involves the written word
What is sender & receiver? Person sending & person targeted for the information
What is the message? Information sent
What is the message channel? Nonverbal, verbal, emotional, or visual
What is feedback? Response or the lack of response
What is context? Factors that affect the message (environment & circumstances)
How do most problems in communication occur? With sending & receiving
What is the goal of communication? The exchange & receiving of information, which is called effective communication
It's not only ________ you say and do, but _______ you say and do it What; how
What are the personal factors that affect our verbal communication? Age, developmental level, native language, cultural perspective, & environmental factors
How many feet does overall communication occur in? 4'-12'
What is the most effective way of communication? Two way
What is the least effective way of communication? One way
What is necessary for communication to occur? Sender & receiver of a message
What are the important steps when considering location & method of communication? Privacy, prepare for pt intervention, close the curtain, ask pt how you can help, ask if visitors can stay
What is just as important as what you say? Nonverbal communication
What does nonverbal communication include? Facial expressions, body language, and involves use of cues (such as physical appearance)
What must you be aware of when using nonverbal communication? Your own attitude
What are facial expressions? Use of your face to communicate concern & interest
What is body language? Use of body postures that communicates an interest in the client
Describe proximity The distance for most social communication
Describe silence as it relates to communication Uses both verbal and nonverbal methods of communication
Describe vocalization as it relates to communication Tone of voice, volume & pitch, and speed of message delivery
What is physical contact? Provide nursing care to client
What is listening between the lines? Listen to not only what client says, but also, just as importantly, what clients don't say
What is an example of nonverbal communication? Holding hands
What is therapeutic communication? Exchange of information that facilitates the formation of a positive nurse/pt relationship & actively involves the pt in all areas of pt care
What is touch? Form of nonverbal communication that is inherent in the practice of nursing for physical contact
Give an example of using "focusing" in communicating with a pt? "Will you please tell me as accurately as you can, what you experienced the last time you had morphine"
Give an example of using "reflecting" in communication with a pt? "Have you discussed this with him?"
What is active listening? Requires full attention to what the pt is saying
Give an example of a "closed question" "How old are you?"
What is paraphrasing? Restatement of the pt's message in the nurses own words
Give an example of "clarifying" in communication with a pt? "Let me make sure I understand this correctly, the cost of your medicine is keeping you from being able to take it every day?"
What is an example an open-ended question? "What concerns do you have about going home?"
What is passive listening? You indicate that you are listening to what the patient is saying either no verbally, through eye contact and nodding, or verbally
What is non-therapeutic communication? Usually blocks the development of a trusting and therapeutic relationship
What is restating? Repeating to the pt what the nurse believes to be the main point
Why is it important to be responsive to your pt's body language? They may be not saying how they are truly feeling ("nothing is wrong" but they are clenching their fist or have a grimace on their face)
What type of differences can affect the way you communicate? Cultural
What requires skill and is not used as frequently as other techniques? Silence
What does an effective listener do? Is quiet and focuses on what the speaker is saying
What does an active listener do? Gets close to the pt (doesn't stand over the pt)
How is the use of humor helpful? You have the ability to enhance feelings of well-being, reduce anxiety, & encourage a sense of hope
What is therapeutic communication always centered around? The patient
What are the tools for therapeutic communication? Use broad openings, provide general leads, explore, probe & seek clarification, use open-ended statements & questions, restate or reflect what you hear
What do closed questions help you focus on? Specific answers (such as ht/wt)
What do open ended questions do? Request more information without any biases
What are the types of communication? Informal proposal, telephone, written (guidelines), computer (electronic)
Who is the sender? Person conveying the message
Who is the receiver? The individual or individuals to whom the message is conveyed
What is aggressive communication? When you interact with another in an overpowering & forceful manner to meet your own personal needs @ the expense of others
What is open posture? When you take a relaxed stance with uncrossed arms & legs while facing the other individual
What is communication? Reciprocal process in which messages are sent & received between people
What is verbal communication? Involves the use of spoken or written words, or symbols
What is nonverbal communication? Messages transmitted without the use of words (either oral or written)
What is assertiveness communication style? Interaction that takes into account the feelings & needs of the patient, yet honor your rights as an individual
What is closed-posture? More formal, generally with the arms & possibly the legs tightly crossed
What is important to maintain in a pt/nursing relationship? Professionalism
What are the barriers to communication? Physical impairments, sensory, mental, emotional, values/cultural, language, verbal/nonverbal, asking too many probing/personal questions, use of "why", belittling pt feelings, showing disapproval of pt, asking too many yes/no questions
What are physical impairments barriers? Paralysis/other medical conditions
What are sensory barriers? Sight, hearing, & touch
What are mental barriers? Genetic/acquired damage
What are emotional barriers? Stressful time
As a nurse, what must you identify to eliminate barriers for the clients treatment? Resources
What can you seek when there are cultural differences? Specific information
What is a crisis? An unstable period in a persons life with an inability to adapt to change and feelings of being out of control
Can one persons crisis be the same as another's? No
When does communicating with a person in crisis require? Patience and/or persistence
Is it important to put a persons feelings into words? Yes
Describe a passive/unassertive person Unconfident, does not show respect for self, diminishes self-esteem
Describe a passive aggressive person Acts passively towards a person, then talks behind his/her back; does not discuss the issue with the other person involved
What is assertive communication? Allows you to confidently express your thoughts & feelings, while respecting the rights of others
What does SBAR mean? Situation, Background, Activity, & Recommendation
Created by: tandkhopkins