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nrs105 1st exam
Professional roles 1st exam
| Question | Answer |
|---|---|
| what are the 5 parts of the communication process? | 1. stimulus or referent 2. the sender or source of message (encoder) 3. message 4. medium or channel of communication 5. the receiver |
| What are the 4 levels of communication? | 1. intrapersonal 2. interpersonal 3. small-group 4. organizations |
| self-talk | intrapersonal communication |
| between 2 or more people | interpersonal communication |
| 2 or more individuals (staff meeting, teaching sessions, support groups) | small group communication |
| individuals and groups within an organization communicate to achieve goals | organizational communication |
| What are the three different roles of group members? | 1. task-oriented 2. maintenance 3. self-serving |
| group members who focus on work to be done | task oriented role |
| group members that focus on well-being of people doing work, group building | maintenance role |
| group member who advance the needs of individual members at group's expense, attention seekers, dominator, blocker, special pleader, withdrawer or aggressor | self-serving role |
| List factors that influence communication | 1. developmental level 2. gender 3. sociocultural differences 4. roles and responsibilities (power differences) 5. space and territoriality 6. physical, mental & emotional state 7. environment, minimize distractions and increase privacy |
| Healthcare system is a _______ with its own customs, values and language | custom |
| Use of medical terminology usually ______ patients and can inhibit further communication. | alienates |
| When communicating with patient remain _______ and don't use _______ or offensive language. | professional; slang |
| True or False Volume of speech too loud can be offensive | True |
| True or False Rapidity of speech may be too difficult to comprehend | true |
| List two forms of communication | verbal and nonverbal |
| Verbal or nonverbal facial expressions most expressive unless masking feelings. | nonverbal |
| language | verbal |
| body language | nonverbal |
| How can posture or gait be communicative? | bouncy, purposeful walk, painful stoop, shuffling gait |
| List some types of gestures that communicate | wringing hands; pointing |
| How can general physical appearance be communicative? | dry skin, poor skin color, sunken eyes, good health tends to radiate through general appearance. |
| How can modes of dress be communicative? | clue to self esteem or level of distress with illness |
| How can sounds be communicative? | moaning, gasping and sighing are oral but nonverbal forms of communication |
| true or false Silence is a form of communication. | true |
| List three characteristics of the helping relationship (vs. social relationship) | 1. does not occur spontaneously 2. characterized by an unequal sharing of information 3. built on patient's needs |
| Helping relationship uses what kind of communication? | therapeutic communication |
| List characteristics of therapeutic communication? | 1. goal directed 2. client centered 3. nurse responds not only to content of communication but also responds to the underlying feelings |
| List characteristics of helping relationship | 1. dynamic 2. purposeful and time limited 3. person providing assistance is professionally accountable for the outcomes |
| What are the three phases of the helping relationship? | 1. orientation 2. working phase 3. termination phase |
| what are the goals for the orientation phase? | 1.establish tone & 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 patient with orientation to healthcare system |
| What are the three goals of the working phase? | 1. work together to meet the patient's needs 2. provide whatever assistance is needed to achieve each goal 3. provide teaching and counseling |
| What are the three goals of the termination phase? | 1. examine goals of helping relationship for attainment 2. make suggestions for future efforts if necessary 3. encourage patient to express his or her emotions about the termination |
| List 2 factors that promote effective communication. | 1. dispositional traits 2. rapport builders |
| what are dispositional traits? | 1. warmth and friendliness 2. openness and respect 3. empathy 4. honesty, authenticity, trust 4. caring 5. competence 6. genuineness |
| What are some rapport builders? | 1. specific objectives 2. comfortable environment 3. privacy 4. confidentiality 5. patient vs. task focus 6. utilization of nursing observations 7. optimal pacing 8. providing personal space |
| a dynamic, reciprocal process of sending and receiving messages | communication |
| the primary purpose of communication is to? | share information and obtain a response |
| People use communication to meet their _______, __________, __________, and ___________. | physical, psychosocial, emotional and spiritual |
| failure to perceive the patient as a human being | blocks to communication |
| failure to listen to a patient | blocks to communication |
| inappropriate comments and questions | blocks to communication |
| using cliches | blocks to communication |
| using closed questions | blocks to communication |
| Using questions containing the words why and how | blocks to communication |
| Using questions that probe for information | blocks to communication |
| using leading questions | blocks to communication |
| giving advice when not asked for it | blocks to communication |
| Using judgmental comments or passing judgment | blocks to communication |
| giving false assurance or unwarranted assurance | blocks to communication |
| changing the subject | blocks to communication |
| using gossip and rumors | blocks the communication |
| Using aggressive interpersonal behavior like "let's not talk about that" | blocks to communication |
| Challenging "it can't hurt that bad" | blocks to communication |
| stereotyping | blocks to communication |
| Agreeing or disagreeing (implies that the nurse is in a position to judge whether patient is right or wrong; may make patient defensive) | blocks to communication |
| List 4 basic components to assertiveness. | 1. having empathy 2. describing one's feelings or the situation 3. clarifying one's expectations 4. anticipating consequences |
| List 7 types of interviewing techniques. | 1. open-ended questions 2.closed questinos 3. validating questions 4. clarifying questions 5. reflective questions 6. sequencing questions 7. directing questions |
| List three things you can do when summarizing a communication with a patient. | 1. "We've talked about....." 2. stating the main points of the conversation helps to clarify any necessary points 3. introduces future planning |
| This technique directs ideas, feelings, or questions back to pt to enable them to explore their own ideas or fellings. | Reflecting |
| Give an example of communication that is using the reflecting technique. | "What should I do?" Nurse: "what do you think might help in this situation? |
| Helping a patient expand on a topic of importance is called | focusing |
| The focus may be an _____ or a ________. | idea or feeling |
| The nurse will often times emphasize a _____ to help the patient recognize an ______ behind the words. | feeling; emotion |
| Give an example of using focusing in communication with a patient. | "My husband says he loves me, but i look so ugle now, I don't thing he will even want to touch me. Nurse says: "You're worried about how your husband will react to your scars? |
| Why is it important to present the patient with reality? | Some patient's need help differentiating the real from unreal. "That is not an elephant, it is your television" |
| providing specific factual information that the client may or may not have requested | giving information ("your surgery is scheduled for 9:30 a.m.) |
| "I'll stay with you until you feel better", I'll stay with you until your pain medicine kicks in" These are examples of? | offering self |
| when offering your self what does that convey to your patient | this conveys caring |
| List some ways you can seek clarification? | "I'm not sure I understand", Would you say that again, If I understand you correctly, you have said", |
| Seeking Clarification is a way to make the patient's broad overall meaning more __________. | understandable |
| Repeating the client's statement in similar words conveys that the nurse has listened and understood the message is an example of what communication technique? | restating or paraphrasing |
| List some facts about the communication technique, touch | 1. placing a hand over a client's hand 2. be sensitive to differences in client's need for and acceptance of touch 3. be sensitive to gender, sexual and cultural meanings 4. honor client's boundaries |
| Such questions specify the topic to be discussed and lead the pt to elaborate, clarify and describe thoughts and feelings. | open ended questions |
| Give an example of an open ended question? | "tell me about"....."How are you feeling?" |
| You should be specific and tentative in communicating with your patient. give examples | "you spilled the water." NOT "you are clumsy" "you seem upset about" NOT "You're upset today" |
| Providing general leads are statements that encourage the pt to verbalize and choose the topic of ______________. | conversation ("Perhaps you would like to talk about......or and then what happened?" |
| Using silence is accepting silences of several ______ without making any _____ response. | minutes; verbal |
| this is a way of being present while listening | physical attending |
| List five actions that indicate "involvement" | 1. facing the other person squarely; watch computer screen placement 2. adopting an open posture (do not cross arms and legs) 3. lean toward the person 4. Maintain eye contact 5. Trying to be relaxed (allow pauses, use natural gestures) |
| Attentive listening means listening _______. | actively |
| Attentive listening uses all the ______. | senses |
| Attentive listening means paying attention to both the _______ and ________ message. | verbal; nonverbal |
| Attentive listening is noting whether the verbal and nonverbal messages are ________. | congruent |
| Attentive listening is being sensitive to the _______ the person is trying to convey | feeling |
| Attentive listening is not selectively listening only to what the nurse wants to ______. | hear |
| When developing conversation skills it is important to control the _____, _______ and ______ of your voice | tone, speed; volume |
| In developing conversation skills be __________ about the topic of conversation | knowledgeable |
| In developing conversation skills it is important to be ________. | flexible |
| In developing conversation skills be _____ and consise | clear |
| In developing conversation skills avoid words that might have ______ _________. | different interpretations |
| True or False it is important to be truthful when developing conversation skills | true |
| In developing conversation skills keep an _______ mind. | open |
| When developing conversation skills take advantage of ___________ opportunities. | available |
| ____ when communicating with a patient | sit (it shows you are taking the time to listen) |
| Be _____ when pt is taking, it shows that your are listening. | alert |
| Have ______ body language when you are listening to pt | relaxed |
| It is important to take your ______ when listening to a pt. | time |
| Keep the conversation as _______ as possible when listening to pt. | natural |
| To show that you are listening, maintain ____ contact. | eye |
| Use appropriate ______ expressions and ______ to show that your are actively listening to the pt. | facial; gestures |
| Think before ____________. | responding |
| True or False You should never pretend to be listening | true |
| Good listening skills requires that you listen for ________ in the patient's comments | themes |
| Good listening skills sometimes requires that you use _________. | silence |
| Use therapeutic _______ and humor appropriately | touch |
| List two types of group communication | 1. small groups 2. public speaking |
| give examples of small group communications | staff meetings, committee meetings, education groups, self help groups |
| Give example of public speaking | address larger groups of persons for education purposes, conferences, etc. |
| List people that nurses communicate with | 1. physicians 2. other healthcare team, patients, patient's families, administrators, supervisors |
| the use of spoken and written words to send a message | verbal language |
| Verbal communication is influenced by | 1. culture 2. educational background 3. language 4. age 5. past experience |
| Verbal communication is general a _______ act | conscious |
| Verbal communication: factors to remember: _________; choose words carefully | vocabulary |
| literal meaning | denotation |
| implied or emotional meaning | connotation |
| How does the pace of your verbal communication effect the receiver? | slow; - person may loose interest fast, may not be able to track or follow you |
| feeling behind the words is called | intonation |
| clarity is when words convey _______message | clear |
| brevity is when conversation is ______ and to the ________ | brief; point |
| When considering the timing and relevance of a conversation you should assess for ___________. | distracters |
| honest and timely response shows the patient that you have | credibility |
| humor can be highly _________ | subjective (be careful when using humor) |
| Exchange of a message without the use of words is called | body language |
| Non verbal communication is high ________. | unconscious |
| verbal or nonverbal more accurately conveys the "true" meaning of a message | nonverbal |
| List environmental factors that may affect communication | 1. privacy 2. quiet 3. free of noxious smells 4. comfortable temperature |
| list some developmental factors that affect communication | 1. physical and cognitive development 2. language skills 3. level of education 4. maturity |
| communicate to form connections and establish relationships | women |
| communication focuses on maintaining independence and favorable positions in the hierachy | men |
| How does gender affect communication | men and women do communicate differently, they may interpret the same message differently |
| How does personal space affect communication? | people vary in the amount of physical space they are comfortable with when communicating. |
| personal space is influenced by what 4 things? | 1. relationships of individuals 2. nature of the conversation 3. setting 4. culture |
| communication distance of within 18" of other person | intimate distance |
| Communication distance of 18" - 4 feet | personal distance |
| communication distance of 4'-12 feet. More formal interactions | social distance |
| Communication distance of beyond 12 feet | public distance |
| refers to the space and things that an individual identifies as belonging to him. | territoriality |
| Socio-cultural/Social economic factors that affect communication are: | 1. facial expressions 2. non-verbal communication 3. selection of who to interact with are affected |
| How do roles and relationships affect communication? | affects choice of vocabulary, tone of voice, use of gestures, and distance |
| What are 5 key characteristics regarding therapeutic communication. | 1. empathy 2. respect 3. genuineness 4. concreteness 5. confrontation |
| putting yourself in you're patient's place mentally and emotionally | empathy |
| feel and demonstrate value of your patient | respect |
| ability to respond honestly | genuineness |
| messages must be constructed and delivered in a manner that is suitable to the patient | concreteness |
| to clarify the meaning of a message | confrontation |
| Therapeutic communication focuses on the _____ of the patient. | health |
| Therapeutic communication promotes the _____ relationship | helping |
| Therapeutic communication is _____ centered and directed at achieving _____ goals | patient; patient |
| List 4 nursing assessment barriers | 1. language 2. sensory 3. cognitive 4. physiologic |
| LIst three nursing diagnosis related to communication | 1. impaired verbal communication 2. impaired communication 3. readiness for enhanced communication |
| during therapeutic communication the _____ should be talking more than the ______. | patient; nurse |
| Active listening includes all of the nurses _____. | senses |
| True or False Even though highly subjective, humor does have a place in therapeutic nurse/patient relationships | true |
| what types of questions result in fuller, more revealing answers | open ended questions |
| an easy to remember concrete mechanism used for framing any conversation, especially critical ones, requiring a clinicians immediate attention and action. | SBAR (situation, background, assessment,recommended response) |
| Keep the SBAR to just ______ information | critical |
| True or False if the SBAR is more of a routine call you can give more information. | true |
| It is the responsiblity of who that information given in SBAR was received correctly? | the sender |
| During an SBAR the _______ should repeat back the information to avoid delays in treatment especially with orders. | receiver |
| What kinds of errors have been a major source of deaths in the hospital setting. | communication errors |
| an interactive dialogue involving two or more people occurring before an anticipated event | briefing |
| ______ help monitor situations and sustain the integrity of information and care. | briefings |
| ______ identify and announce changes in situations | briefings |
| _______ help members of a team establish a shared concept of work | briefings |
| How is a profession distinguished from other kinds of occupations? | 1. requires prolonged, specialized training to acquire body of knowledge 2. orientation of the individual toward service, either to community or organization 3. education & practice is determined by the profession rather than by outsiders 4. accountablity |
| Nursing is science and an ______. | art |
| nursing art = nursing __________ | practice |
Created by:
kellyaem