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Arts and Humanities
Chapter 44 - Therapeutic Communication Skills
Terms in this set (57)
interaction that is helpful and healing for one or more of the participants; the client benefits from knowing that someone cares and understands, and the nurse derives satisfaction from knowing that he or she has been helpful.
occurs when words and actions convey the same message (
). important in both your nursing career and personal life and is the
foundation on which interpersonal relationships are built
depends on individual and group communication
paying attention to both verbal information and nonverbal cues
how is the nurse able to collect client data accurately?
nursing diagnosis and care plan
must be clear and concise
accurate communication among all members of the healthcare team, as well as the client and family
what does planning involve?
nurse communicates with the client and family and relates personal impressions and observations to other members of the healthcare team.
what happens during implementation of the nursing care plan?
clear and coherent communication among all concerned
what does ongoing evaluation of the effectiveness of nursing interventions depends on?
accurate and empathic communication and client understanding
what does client teaching and preparation for discharge depend on?
personal characteristics of genuineness, caring, trust, empathy, and respect that promotes understanding among individuals; respect and harmony.
creates a social climate that communicates goodwill and empathy, even when fears or concerns cannot be fully expressed verbally
originator or source of the idea
medium or channel
means of transmitting the idea, which can be verbal or nonverbal.
person who receives and interprets the message
receiver's response to the message through internal feelings and verbal and nonverbal feedback.
communication in which both the sender and the receiver of messages participate simultaneously.
sharing communication through written or spoken words (speech, sign language, writing, slang). used to communicate information.
sharing information without using words or language. expression emotions and attitudes, ads well as enhancing what is being expressed verbally.
one component of body language and is sometimes more powerful in conveying a message that is verbal communication
. facial expressions, actions, and body position. (
proxemics, eye contact, facial expressions, body movements and posture, gestures and rituals, personal appearance and grooming, therapeutic use of touch
changing the subject
"the weather is really nice today." instead,
help client express feelings by staying on track... "we were talking about..'
"the doctor knows best." instead,
involve client in decision-making; offer reassurance and alternatives instead.. "would you prefer your bath now or at 10 am?
imposing ideas (or judging client' not respecting client)
"you should..." instead,
help client explore his/her own values when a decision or choice must be made... "what do you feel is best for you?" "How can we best help you?"
a defect in, or loss of, the ability to speak, write, or sign, or of the ability to comprehend speech and communication.
usually caused by an injury or disorder of the brain's speech centers or by a mental illness
difficulty in speaking or finding the correct word.
brain disorder that interferes with comprehension of language.
the study of body language
space, in relationship to communication.
area that is reserved for only close friends or intimates. (6in-4ft) general conversation, interviews, teaching one-on-one, private conversation.
(within 6 in) behavior with loved ones, sharing secrets, physical assessment in healthcare.
(4-12ft) demonstrations, group interactions, parties.
(>12ft) lectures, behavior with strangers.
eye contact (eye gaze)
lookin g directly into the eyes of the other person.
convey messages of many emotions. (joy, sadness, anger, and fear).
nurse learns to control when experiencing emotions that may offend client or block effective communication (remains calm, with a neutral expression, when viewing wounds or smelling body secretions)
ask clients what they are feeling
instead of making assumptions about body language messages (body movements and posture), what should you do?
personal appearance and grooming
may convey people's true feelings about themselves, or they may be misleading, especially in illness.
therapeutic use of touch
haptic communication or affective touch. can say, "I care".
most potent NVC technique
factors influencing communication
attention, age, gender
part of universal human language and is understood by all.
any unwanted sexual activity. (inappropriate or unwanted touching, as well as sexual statements, or lewd jokes or comments. profanity and name-calling is also included).
person does not seem to care what happens and may be forgetful and indifferent (
shrugging shoulders, looking the other way, saying "whatever"
person seems angry and hostile, argues and disagrees with everything that is said, and displays angry body language. often inflexible and argumentative and may be very intrusive.
person seems passive and pleasant on the surface, but does things to undermine or sabotage care (or the work environment).
intentional disregard for MD's orders, intentional inefficiency, saying on thing and doing another or saying different things to different people, and engaging in other manipulative or obstructive behaviors
assertiveness (assertive behavior)
can make statements without conveying either aggressiveness (overdominance) or passivity (submission).
makes confident statements of fact, without making judgments
assault (on the part of the nurse)
what does any aggressive behavior toward clients by a nurse, whether physical or verbal constitutes?
goal-directed conversation in which one person seeks information from another.
only requires brief and predictable responses.
encourages longer and more thorough answers.
gives the nurse and client opportunity to collect their thoughts and prepare to continue the conversation.
often clients respond verbally to this technique. if the nurse pauses for a few seconds, client will often answer question or make a statement that he or she would not have made before
necessary if the client's answer is unclear, or the nurse wants additional information. the nurse can ask the client to repeat what was said, or may say, "tell me more about it" or "explain that to me" or "what do you mean by..."
nurse may echo the client's words, allowing client to hear what he/she has just said or point out the client's behavior or attitude that seems to be underlying his/her words.
helps nurse to clarify the interpretation of the message by restating it in other words.
tell the client what you heard. it helps to make sure it was what the client meant.
the client will finish them
why are unfinished statements
keep normal developmental stages in mind and communicate at an appropriate level for the child's age. allow caregiver to hold child whenever possible.
how should you communicate with small children?
role playing or drawing pictures
what may be helpful to determine what a child is feeling?
often the most effective means of communicating with a child.
guidelines for communicating with unconscious client
always assume client can hear; introduce yourself; explain what you are going to do; take
the client; describe what client can expect (cold, wet, pressure); do not talk
the client in his/her presence (be sure the client's family does not do so as well).
communicating with client who speaks a different language
provide client's language-to-English language dictionary at bedside; schedule certified interpreter for MD visits, team conferences, and other meetings;
learn a few words of client's language
; ask client to repeat back what was said; ask client his/her name (do not ask, "Are you...?" many clients will say yes to any question, in an attempt to cooperate);computer programs and translation devices; assign staff who can speak some of client's language. introduce client to others who speak same language; encourage family members and friends to visit (do not use them to interpret).
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