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Terms in this set (28)
Critical nursing skill used to gather data, teach and persuade, express caring and comfort
Interchange of information, ideas, or feeling between two or more people
Modes of Communication
Nonverbal (body language)
Facial expressions, touch, eye contact
Posture, gait, gestures
General physical appearance
Mode of dress and grooming
Factors Influencing Communication
Roles and responsibilities
Space and territoriality
Physical, mental, & emotional state
Values and perception
The helping relationship
Does not occur spontaneously
Unequal sharing of information
Built on the patient's needs
The nurse is the helper, and the patient is the person being helped.
Communication is the means used to establish rapport and helping-trust relationships.
The helping relationship
Purposeful and time limited
Provider is professionally accountable for the outcomes and the means used to attain them
Phases of the helping relationship
Goals of the Orientation Phase
Establish tone and guidelines for the relationship.
Identify each other by name.
Clarify roles of both people.
Establish an agreement about the relationship.
Provide the patient with orientation to the health care system.
Goals of the Working Phase
Work together to meet the patient's needs.
Provide whatever assistance is needed to achieve each goal.
Provide teaching and counseling.
Goals of the Termination Phase
Examine goals of helping relationship for attainment.
Encourage patient to express emotions about the ________.
If appropriate, help the patient establish a helping relationship with another nurse.
Assist the patient transferring from one agency to another or from one unit in an agency to another.
Establishes constructive relationships
Visibly Tuning In
listen for key themes
Visibly tuning in
manner of being present to another
Warmth and friendliness
Openness and respect
Honesty, authenticity, trust worthy
Patient vs. task focus
Developing Conversation Skills
Control the tone of your voice.
Be knowledgeable about the topic of conversation.
Be clear and concise.
Avoid words that might have different interpretations.
Keep an open mind.
Take advantage of available opportunities.
develop listening skills
Sit when communicating with a patient.
Be alert and relaxed and take your time.
Keep the conversation as natural as possible.
Maintain eye contact if appropriate.
Use appropriate facial expressions 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.
Blocks to communication
Failure to perceive the patient as a human being
Failure to listen
Nontherapeutic comments and questions
Using closed questions
Asking "why" and "how"
Changing the subject
Giving false assurance
Gossip and rumors
Disruptive interpersonal behavior
Communication among health professionals
Problems lead to most client errors
Outrageous behavior still common in health care facilities
Joint Commission requirements
rude, intimidating, and undesirable behavior
precursor to bullying or lateral violence
Offensive, abusive, intimidating, insulting behavior or abuse of power
Recipient feels upset, threatened, humiliated, or vulnerable.
Negative physical, verbal, nonverbal, or emotional behaviors directed at co-workers at same organizational level
Responding to Disruptive Behaviors
Establish expectation of mutual respect
Raise awareness of and identify ____________
Increase communication skills
Provide training in conflict management
Establish zero tolerance for ____________
Model respectful, ethical behavior
Assertive Nurse Characteristics
Confident; open body posture
Use of clear, concise "I" statements
Ability to share effectively one's thoughts, feelings, and emotions
Working to capacity with or without supervision
Remaining calm under supervision
Asking for help when necessary
Giving and accepting compliments
Admitting mistakes and taking responsibility for them
Nurse and Physician Communication
Nurses are taught to be descriptive both verbally and in writing (Narrative Charting)
Physicians are taught to be brief, to the point, and focused
Can be blaming and delivered in a rushed manner
Becomes ineffective and leads to frustration for the nurse and physician
Hand off Communication / Report
Information about client care is communicated
Also known as "change-of-shift report"
Occurs at many levels in healthcare
Involves multiple entities
Reviews key data needed to care for the client
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