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CLL Communication
Communication in a Helping Relationship
| Question | Answer |
|---|---|
| Effective Communication Facilitative: Encourages other person to openly express ideas, feeling & concerns | The message intended is the message received. |
| Ineffective Communication Inhibits: blocks the other person's willingness to talk | The message intended is NOT the message received! |
| Pathway of Communication | Sender Message Channel/Medium Receiver Environment |
| Denotative | People shares the same language but have different meanings for a word. Ex: The word "code" for a computer programmer and a postal working have different meanings |
| Connotative | Words can have different shades of meaning. Patient told they are in serious condition may think they are dying. |
| Zones of personal Space | *Social Zone: 4-12 feet *Mouth, wrist, feet: need special permission to touch *Face, neck, front of the body and genital areas: need special care |
| Active Listening Behaviors | *make eye contact *paraphrase *ask questions *affirmative head nod *appropriate facial expression *don't over talk *don't interrupt *be empathetic *avoid distracting gestures & actions |
| Sympathy | social affinity in which one person stands with another person, closely understanding his or her feelings |
| Empathy | the capacity to recognize and, to some extent, share feelings (such as sadness or happiness) that are being experienced by another |
| Acceptance & Respect | ANA Code of Ethics: the nurse provides services unrestricted by consideration of social and economic status, personal attributes, or the nature of the problem. |
| Giving Information | Factual information or professional advice that helps a person make a decision or decreases anxiety. |
| Restating or Paraphrasing | restating what was said in the receiver's own words to make sure the information has been accurately received. |
| Clarifying | Asking the client to restate and or explain further to validate whether you interpret the message accurately |
| Focusing | Directs conversation when the sender is rambling or introduces a new topic. |
| Summarizing | Review of the main ideas of the discussion |
| Reflecting | Verbally gives back the "feelings" part of the client's communication |
| Handoff Communication | the process of passing complete and accurate patient specific information from one caregiver to another. *patients condition *care & treatment *anticipated changes *services delivered (diagnostic, pastoral, diet etc...) |
| D A T A S | *D Demographics & diet *A Assessments & Allergies (including meds) *T Tests & test results *A Alerts (isolation, DNR, etc...) *S Status of patient within care plan as wells as discharge info |
| S B A R | *S Situation *B Background * A Assessment * R Recommendations |
Created by:
1803924752
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