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NUR 130 EXAM 3 > Unit 9 - Communication > Flashcards

Unit 9 - Communication Flashcards

1
Q

Define Communication

A

All modes of behavior that an individual employs conscious or unconscious to affect another

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2
Q

Five Parts of the Communication Process (Berlo)

A
  1. Stimulus or referent why the message will be sent
  2. Sender or source of message (encoder)
  3. Message itself
  4. Medium or channel of communication : Vision, Touch Hearing - nurse uses all
  5. Receiver (decoder)
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3
Q

Communication Context*

A

interpersonal values setting: including mood, relationship between sender & receiver, other factors

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4
Q

Communication Process

A

Communication is a continuous human function

“One cannot not communicate “ – it is necessary for human survival

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5
Q

The Communication Process: Forms of Communication

A
  1. Verbal

2. Non Verbal

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6
Q

Verbal Communication

A
  • **exchange of ideas using words
  • Includes language includes prescribed way of using words, common definitions of words, arrange in a certain order
  • Reflects intellectual dev. Education, geographic location and ethnicity
  • Health care system has own language
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7
Q

Nonverbal Communication

A

***Body language
- Eye contact, facial expressions posture, gestures, gait, sounds silence, personal appearance, dress and grooming
- Metacommunication: Communication about the communication or lack of it
>Bridge between verbal and non-verbal communication
>Anything you take in account when interpreting an event ie. The communicators, the context , non-verbal messages, culture

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8
Q

Electronic Communication

A
  1. Social Media - the ANA and National council of State Boards of Nursing (NCSBN) issued guidelines (box 20-2)
  2. Email and text messages
    - risk of violating patient privacy and confidentiality exist any time a message is sent electronically
    - health care agencies have security measures in place to safeguard these communications
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9
Q

4 Levels of Communication

A
  1. Interpersonal
  2. Intrapersonal
  3. Group
  4. Organized Communication
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10
Q

Intrapersonal Communication

A

Self-talk; communication within a person

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11
Q

Interpersonal Communication

A

Occurs between two or more people with a goal to exchange messages

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12
Q

Group Communication

A

small group

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13
Q

Factors Influencing Communication

A
  1. Developmental level
  2. Gender: need to validate that message is understood
  3. Sociocultural differences
  4. Roles and responsibilities
  5. Space and Territoriality
  6. Physical, mental and emotional state
  7. environment
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14
Q

Space and Territoriality

A
  1. Right to your own space
  2. Nursing includes invading space
    > Ask permission
    > Back, shoulder, arms, hands, =social space
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15
Q

Environment :Territoriality

A
  1. Space and things: knock before entering space, ask! Individuals consider as belonging to self
  2. May be Visible
    - curtain, walls, removing char to use at another bed
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16
Q

Values & Communication: What should you consider?

A

How important is conversation content to both parties?

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17
Q

Environment & Communication:

  1. Encourage…
  2. What should the nurse do?
A
  1. Encourage free flow of ideas

2. Minimize distraction, privacy, developmentally appropriate methods

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18
Q

Therapeutic Communication

A
  1. Focus of the nurse – client relationship
  2. Facilitates interactions focused on the client and the client’s concerns
    > Nurse and client work together to solve problems centered on the client’s healthcare needs
    > Client feels cared for and understood
    > Health teaching is conducted
    > Health promotion and prevention care is delivered
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19
Q

Helping (Nurse-Client) Relationship

  1. ____ of all ___- ___ relationships
  2. ____
  3. Built on the ___ ___
  4. The nurse is the…
  5. Communication is the…
  6. ___ and ___ limited
  7. Person providing assistance is…
  8. Occurs in a…
A
  1. Cornerstone of all nurse-client relationships
  2. Dynamic
  3. Built on the patient’s needs
  4. The nurse is the helper, and the patient is the person being helped.
  5. Communication is the means used to establish rapport and helping–trust relationships.
  6. Purposeful and time limited
  7. Person providing assistance is professionally accountable for the outcomes and the means used to attain them
  8. Occurs in a specific setting – It is learned
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20
Q

The Helping Relationship

  1. It is not…
  2. Does not…
  3. Characterized by…
  4. Built on…
  5. The nurse is the…
  6. Communication is the…
A
  1. IT IS NOT A SOCIAL RELATIONSHIP BECAUSE
  2. Does not occur spontaneously
  3. Characterized by an unequal sharing of information
  4. Built on the patient’s needs
  5. The nurse is the helper, and the patient is the person being helped.
  6. Communication is the means used to establish rapport and helping–trust relationships.
21
Q

The Nurse-Client Relationship: A Helping Relationship Goals of the Orientation Phase

A
  1. Establish tone and 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 the patient with orientation to the health care system.
22
Q

Goals of the Working Phase

A
  1. Work together to meet the patient’s needs.
  2. Provide whatever assistance is needed to achieve each goal.
  3. Provide teaching and counseling
23
Q

Goals of the Termination Phase

A
  1. Examine goals of helping relationship for attainment.
  2. Make suggestions for future efforts, if necessary.
  3. Encourage patient to express emotions about the termination.
  4. If appropriate, help the patient establish a helping relationship with another nurse.
  5. Assist the patient transferring from one agency to another or from one unit in an agency to another.
24
Q

Factors that Promote Effective Communication

A

Dispositional traits
> Warmth and friendliness; conveys acceptance
> Openness and respect
> Empathy: identifying how another feels: some idea how they are feeling
> Honesty, authenticity, trust
> Caring
> Competence

25
Q

Rapport Builders *

A
  1. Specific objectives: purpose for interaction: from how do you feel to completing tasks
  2. Comfortable environment
  3. Privacy
  4. Confidentiality
  5. Patient vs. task focus: focus on patients needs not nurses tasks
  6. Utilization of nursing observations: validate what patient is saying or not
  7. Optimal pacing : patient should set pace- let them know if time constraints
26
Q

Developing Conversation Skills

A
  1. Control the tone of your voice.
  2. Be knowledgeable about the topic of conversation.
  3. Be flexible.
  4. Be clear and concise.
  5. Avoid words that might have different interpretations.
    - Flush and flush
  6. Be truthful.-
    - do not give false information or
  7. Keep an open mind.
  8. Take advantage of available opportunities
27
Q

Developing Listening Skills

A
  1. Sit when communicating with a patient.
  2. Be alert and relaxed and take your time.
  3. Keep the conversation as natural as possible.
  4. Maintain eye contact if appropriate.
  5. Use appropriate facial expressions and body gestures.
  6. Think before responding to the patient.
  7. Do not pretend to listen.
  8. Listen for themes in the patient’s comments.
  9. Use silence, therapeutic touch, and humor appropriately.
28
Q

Silence, Touch and Humor

A
  1. Use silence wait for the client to speak and reflect
  2. Touch is powerful but must be done at the correct time
  3. Humor with patients must be used correctly
  4. Nurses may use to keep a balance in their work
29
Q

Open-Ended Questions

A
  • Encourages elaboration
  • Allows client to set the direction of conversation – express himself- nurse can follow the patients lead

How are you today? Tell me more about that?

30
Q

Closed Question or Comment

A

Limited options for the answer yes or no
Gather specific content

Can you tell me when your pain began ?
What did you take to relieve your pain ?

31
Q

Validation

A
  • Validates what client said to nurse or she observed – it implies you have heard or have recognized a need is changed
  • You seem upset about the situation - leave an opening if your impression is wrong – patient can elaborate, correct

You seem upset about the situation - leave an opening if your impression is wrong – patient can elaborate, correct

32
Q

Clarifying question or Comment

A
  • Prevents misconceptions – try to understand what client is saying – do it in a timely fashion
  • Attempt to understand client’s statement
  • Ask client to give an example

Before we continue can you repeat that ? Clarify identities mentioned – Did you mean your wife ?

33
Q

Reflective Question

A
  • What did client say or describe the person’s feeling
  • Direct feelings or emotions back to the client to explore feelings or -ideas

I’m tired and I don’t want to be here anymore? Response: You don’t want to stay anymore? Reflect on what you think is most important

34
Q

Reflection

A
  • Repeating what the patient says in different words

Pt.: “I’m worried about my operation tomorrow.”
Nurse: “You’re concerned about tomorrow’s surgery.”

35
Q

Sequencing Question or Comment

A
  • Place events in sequence
  • Cause and effect

I voided this morning? Is that before or after breakfast?

36
Q

Direct Questions or Comments

A

Use to clarify something that was mentioned earlier or introduce a new topic – gather detailed info

You stated that your son has hemophilia – is there someone in your family that has this problem also?

37
Q

Characteristics of the Assertive Nurse’s Self-Presentation

  1. ____
  2. Use of:
  3. Ablility to:
  4. Working to:
  5. Remaining:
  6. Asking for:
  7. ___ and ___ compliments
  8. ___ ___ and taking responsibility for them
A

Assertive ability to stand up for yourself and others

  1. Confident; open body posture
  2. Use of clear, concise “I” statements
  3. Ability to share effectively one’s thoughts, feelings, and emotions
  4. Working to capacity with or without supervision
  5. Remaining calm under supervision
  6. Asking for help when necessary
  7. Giving and accepting compliments
  8. Admitting mistakes and taking responsibility for them
38
Q

Aggressive Behavior

  1. Involves
  2. Can be:
  3. Communication is marked by:
  4. Characteristics include using an:
  5. Focus is usually:
A
  1. Involves asserting one’s rights in a negative manner that violates the rights of others.
  2. Can be verbal or physical.
  3. Communication is marked by tension and anger, inhibiting the formation of good relationships and collaboration.
  4. Characteristics include using an angry tone of voice, making accusations, and demonstrating belligerence and intolerance.
  5. Focus is usually “winning at all costs.”
39
Q

Blocks to Communication

A
  1. Failure to perceive the patient as a human being
  2. Failure to listen
    **3. Nontherapeutic comments and questions
    **    4. Using clichés (This is easy)
    **5. Using closed questions
    **    6. Using questions containing the words “why” and “how”
    **7.Using questions that probe for information
    **    8.Using leading questions
    You didn’t complete your exercises?
    **9.Using comments that give advice
    **    10.Using judgmental comments
40
Q

Blocks to Communication

A
  1. Changing the subjects

2. Giving false assurance

41
Q

Disruptive Interpersonal Behavior

A
  1. Incivility (rude or unsociable speech or behavior)

2. Bullying (withholding information, gossip, isolation, negative communication)

42
Q

Daily Communication

A
  1. 80% of working day is spent conversing
  2. Talking is not the same as communicating
  3. Be clear and concise
  4. Let the silence sit
  5. State your point up front, and back it up
  6. Be aware of body language
  7. Good communication takes practice!
43
Q

What is motherese?

A

talking to an infant in soft tones

44
Q

How do infants communicate?

A

through play

45
Q

How should a nurse communicate with a toddler?

A
  1. Tell them what will happen as it happens
  2. Tell them what you want them to do
  3. Approach carefully
  4. Allow to speak, repeat, play
  5. Be aware of negativism
46
Q

Preschooler & Communication:

  1. Limited ___ of ___ with ___ ___
  2. ____ limited by experience
  3. ___ and ___ dominates
  4. A nurse should keep responses ___ to prevent from questioning ____.
  5. How should the nurse prepare for procedures?
A
  1. Limited understanding of words with multiple meanings –
  2. Language limited by experience
  3. Perception and Imagination dominates
  4. Keep responses simple – questioning WHY
  5. May prepare for procedures – tell them what you want them to do Drawing, play , puppets
47
Q

School-Age & Communication:

  1. ____ thinking due to increasing ___.
  2. What should the nurse allow time for?
  3. What should be included when explaining what will happen during a procedure?
A
  1. Concrete thinking due to increased logic
  2. Nurse should allow time for questions.
  3. What will happen, sounds and smells
48
Q

Adolescents & communication:

  1. Use appropriate _____ terminology?
  2. Adolescents usually have ___ feelings.
  3. How should the nurse speak to an adolescent?
A
  1. medical
  2. intense
  3. build rapport, explain reason for encounter, speak privately, active listening, do not assume they’re adults- reasses-reinforce
49
Q

Adults & Older Adults & communication:

  1. They may find it difficult to __ or accept ___.
  2. Need to be treated as ___.
  3. Age related changes include:
  4. What should you recognize about individual clients or situations?
A
  1. May find it difficult to need or accept assistance
  2. Need to be treated as adults
  3. Age related changes in hearing, vision change communication needs
  4. Recognize your feelings about individual clients or situations ( grandfather)

NUR 130 EXAM 3 (5 decks)

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