ATI - Chapter 32

Question 1

Communication is a complex process of sending, receiving, and _____ messages between two or more people. It is a dynamic and ongoing process that creates a unique experience between the participants.

Answer 1

comprehending

Question 2

Communicating ______ is a skill that nurses must develop. Nurses use communication when providing care to demonstrate caring, establish _________, obtain and deliver information and assist with changing behavior.

Answer 2

effectively

therapeutic relationships

Question 3

Therapeutic communication is foundational to the ______.

Answer 3

nurse client relationship

Question 4

Effective communication is a key to ensuring client’s ____.

Answer 4

safety

Question 5

Levels of Basic Communication

Answer 5

intrapersonal
interpersonal
public
transpersonal
small group communication

Question 6

One level of basic communication is called _____ communication within a group of people, often working toward a mutual goal, such as in committees, research teams, and support groups.

Answer 6

small group

Question 7

One level of basic communication is called ______ communication which is communication within an individual. It is each person’s “self-talk”, the internal discussion when thinking but not outwardly verbalizing thoughts. It helps nurses assess clients and situations and think _____ about them before communicating verbally.

Answer 7

intrapersonal

critically

Question 8

One level of basic communication is called _____ which is communication between two people. This form of communication is the most common in nursing and requires an exchange of information with another individual. However, messages the receiver perceives can differ from what the sender intended.

Answer 8

interpersonal communication

Question 9

One level of basic communication is called ________ which is communication within groups of people. Using this type of communication, may nurses teach, give community presentations, or write about nursing or health care topics and issues.

Answer 9

public communication

Question 10

One level of basic communication is called ________ which is communication that addresses spiritual needs and provides interventions to meet these needs, such as prayer and meditation.

Answer 10

transpersonal communication

Question 11

Functional Components

Answer 11

Referent
Sender
Receiver
Message
Channel
Environment
Feedback
Interpersonal variables

Question 12

The incentive or motivation for communication between two people.

Answer 12

referent

Question 13

The person who initiates and transits the message.

Answer 13

sender

Question 14

The person to whom the sender aims the message and who interprets the sender’s message

Answer 14

receiver

Question 15

The verbal and nonverbal information the sender expresses and intends for the receiver.

Answer 15

message

Question 16

The method of transmitting and receiving a message (sight, hearing, touch, facial expression, body language).

Answer 16

channel

Question 17

The emotional and physical climate in which the communication takes place.

Answer 17

environment

Question 18

Can be verbal, nonverbal, positive, negative. The message the receiver returns to the sender that indicates the receipt of the message. An essential component of ongoing communciation.

Answer 18

feedback

Question 19

Factors that influence communication between the sender and the receiver, such as educational and developmental levels.

Answer 19

interpersonal variables

Question 20

Methods of verbal communication

Answer 20

vocabulary
credibility
denotative and connotative meaning
clarity and brevity
timing and relevance
pacing
intonation

Question 21

These are the words that communicate a message the sender writes or speaks.
Limited _____ or speaking another language can make it difficult for nurses to communicate with clients. Using medical or nursing jargon can decrease client’s understanding. Children and adolescents tend to use words differently than adults.

Answer 21

vocabulary

Question 22

Trustworthiness and reliability of the individual. Nurses must be knowledgeable, consistent, honest, confident and dependable. Lack of ____ creates a sense of uncertainty for clients.

Answer 22

credibility

Question 23

When communicating, participants must share meanings. Words that have multiple meanings can cause miscommunication if people interpret them differently.

Answer 23

denotative (exact definition) and connotative meaning (used in a different context)

Question 24

The shortest, simplest communication is usually most effective. Long and complex communication can be difficult to understand.

Answer 24

clarity and brevity

Question 25

Knowing when to communicate makes the receiver more attentive to the message. When clients are uncomfortable or distracted, it can be difficult to convey the message.

Answer 25

timing and relevance

Question 26

The rate of speech can communicate a meaning the speaker did not intend. Speaking rapidly can suggest not having time for the clients.

Answer 26

pacing

Question 27

The tone of voice can communicate a variety of feelings. Nurses communicate feelings such as acceptance, judgement, and dislike through their tone of voice.

Answer 27

intonation

Question 28

Nurses should be aware of how they communicate ______ and should determine the meaning of clients' _____ communication as well. Culture also affects interpretation. Attention to the following in both the communicator and receiver is necessary.

Answer 28

nonverbally | nonverbal

Question 29

Nonverbal communication methods

Answer 29

appearance, posture, gait facial expressions, eye contact, gestures sounds territoriality, personal space

Question 30

Physical characteristics can convey professionalism. Body language and posture can demonstrate comfort and ease in the situation. The first impression is very important.

Answer 30

appearance, posture, gait

Question 31

_______ can reveal feelings that clients can easily misinterpret. Eye contact typically conveys interest and respect but varies with culture and situation. _____ can enhance verbal communication or create their own messages.

Answer 31

Facial expressions gestures

Question 32

Crying or moaning can have multiple meanings, especially when other nonverbal communication accompanies it.

Answer 32

sounds

Question 33

Lack of awareness of territoriality (right to space) and personal space (the area around an individual) can make clients perceive a threat and react defensively.

Answer 33

territoriality, personal space

Question 34

Some facilities permit nurses to communicate with clients via ____. An email encryption system is essential for assuring confidentiality. These facilities must also have guidelines that address when and how to use email and what info nurses may convey.

Answer 34

emaile

Question 35

Many clients welcome the use of technology in this way; for all clients, nurses must have their permission to communicate ______ and must respect their preferences. ______ communication becomes part of the clients' medical record.

Answer 35

electronically | Email

Question 36

Therapeutic communication is the purposeful use of communication to build and maintain _____ with clients, families, and significant others.

Answer 36

helping relationships

Question 37

Nurses use interactive, purposeful communication to elicit and attend to clients' thoughts, feelings, concerns, and ____.

Answer 37

needs

Question 38

Nurses use interactive, purposeful communication to express _____ and genuine concern for clients' and families' issues.

Answer 38

empathy

Question 39

Nurses use interactive, purposeful communication to obtain information and give feedback about _____.

Answer 39

clients' status

Question 40

Nurses use interactive, purposeful communication to intervene to promote functional behavior and ______ interpersonal relationships.

Answer 40

interpersonal

Question 41

Nurses use interactive, purposeful communication to evaluate clients' ____ toward desired goals and outcomes.

Answer 41

progress

Question 42

Children and older adults often require specific, __________ techniques to enchance communication.

Answer 42

age-appropriate

Question 43

Use of the nursing process depends on ________ communication among the nurse, client, family significant other, and the interprofessional health care team.

Answer 43

therapeutic communication

Question 44

Therapeutic communication is client centered, not social or _____.

Answer 44

reciprocal

Question 45

Therapeutic communication is purposeful, planned, and ______.

Answer 45

goal directed

Question 46

Essential Components of Therapeutic communication

Answer 46

``` time attentive behavior or active listening caring attitude honesty trust empathy nonjudgemental attitude ```

Question 47

In therapeutic communication you need _____ to plan for and allow adequate time to communicate with others.

Answer 47

time

Question 48

In therapeutic communication ______ or active listening is used as a means of conveying interest, trust, and acceptance.

Answer 48

attentive behavior

Question 49

In therapeutic communication a ______ shows concern and facilitates an emotional connection and support among nurses and clients, families, and significant others.

Answer 49

caring attitude

Question 50

In therapeutic communication _____ is being open, direct, truthful, and sincere.

Answer 50

honesty

Question 51

In therapeutic communication _____ demonstrates to clients, families, and significant others, that they can rely on nurses without doubt, question, or judgment.

Answer 51

trust

Question 52

In therapeutic communication _____ conveys an objective awareness and understanding of the feelings, emotions, and behavior of clients, families, and significant others, including trying to envision what it must be like to be in their position.

Answer 52

empathy

Question 53

In therapeutic communication a _______ displays of acceptance of clients, families, and significant others encourages open, honest communication.

Answer 53

nonjudgemental attitude

Question 54

In therapeutic communication during the assessment/data collection phase you need to determine both verbal and _____ communication needs for client-centered care. Clients who have hearing, vision, or cognitive losses, are unresponsive, are aphasic, or do not speak the same _____- as the staff.

Answer 54

nonverbal | language

Question 55

In therapeutic communication during the assessment/data collection phase you need to consider _____ status.

Answer 55

physical

Question 56

In therapeutic communication during the assessment/data collection phase you need to consider the ______ level, and alter communication accordingly.

Answer 56

developmental

Question 57

In therapeutic communication during the assessment/data collection phase you need to consider the developmental phase. With children use simple, ______ language. Be aware of nonverbal messages because children are especially sensitive to _____. Enhance communication with children by being at the child's eye level. Incorporating play in interactions helps too.

Answer 57

straightforward | nonverbal communication

Question 58

In therapeutic communication during the assessment/data collection phase when speaking with older adults recognize that many older adults require _____ of sound. Make sure assistive devices such as glasses and hearing aids are available for clients who need them. Minimize _____, and face clients when speaking.

Answer 58

amplification | distractions

Question 59

In therapeutic communication during the assessment/data collection phase when speaking with older adults speak in short and simple sentences. Allow plenty of time for clients to _______. Ask for input from caregivers or family to determine the extent of any communication _____ and how best to communicate.

Answer 59

respond | deficits

Question 60

In therapeutic communication during the assessment/data collection phase identify any ______ considerations that affect communication. Provide an interpreter. Address the client directly when the interpreter is present. Provide education materials and instructions in the _____.

Answer 60

cultural | client's language

Question 61

In therapeutic communication during the planning phase minimize distractions and provide _____. Identify mutually agreed upon outcomes and set ____ according to the clients' needs. Collaborate with other health care professionals when ____. Plan adequate time for interventions.

Answer 61

privacy priorities necessary

Question 62

In therapeutic communication during the implementation phase establish a ______ nurse-client relationship. Clients feel more at ease during the implementation phase when nurses establish a helping relationship.

Answer 62

trusting

Question 63

In therapeutic communication during the implementation phase provide _____ responses and explanations by using observations, giving info, conveying hope and using ____.

Answer 63

empathetic | humor

Question 64

In therapeutic communication during the implementation phase manipulate the ____ to decrease distractions.

Answer 64

environment

Question 65

Effective skills and techniques for therapeutic communications

Answer 65

``` silence presenting reality active listening asking questions open-ended questions clarifying techniques offering general leads, broad opening statements showing acceptance and recognition focusing giving information summarizing offering self touch ```

Question 66

This allows time for meaningful reflection.

Answer 66

silence

Question 67

This helps the client distinguish what is real from what is not and to dispel delusions, hallucinations, and faulty beliefs.

Answer 67

presenting reality

Question 68

This helps the nurse hear, observe, and understand what the client communicates and provide feedback.

Answer 68

active listening

Question 69

This is a way to seek additional information.

Answer 69

asking questions

Question 70

This facilitates spontaneous responses and interactive discussion. It encourages the client to explore feelings and thoughts and avoids yes or no answers.

Answer 70

open-ended questions

Question 71

This helps the nurse determine whether the message the client received was accurate.

Answer 71

clarifying techniques.

Question 72

One clarifying technique is _____ in which you use the client's exact words.

Answer 72

restating

Question 73

One clarifying technique is ________ which directs the focus back to the client for him to examine his feelings.

Answer 73

reflecting

Question 74

One clarifying technique is _____ which is restating the client's feelings and thoughts for him to confirm what he has communicated.

Answer 74

paraphrasing

Question 75

One clarifying technique is _____, which allows the nurse to gather more information about important topics the client mentioned.

Answer 75

exploring

Question 76

This encourages the client to start and to continue talking.

Answer 76

offering general leads, broad opening statements.

Question 77

This acknowledges the nurse's interest and nonjudgemental attitude.

Answer 77

showing acceptance and recognition

Question 78

This helps the client concentrate on what is important.

Answer 78

focusing

Question 79

This provides factual details that the client might need for decision-making.

Answer 79

giving information

Question 80

This emphasizes important points and review what the nurse and the client have discussed.

Answer 80

summarizing

Question 81

This demonstrates a willingness to spend time with the client. The nurse may share limited personal information, but the focus should return to the client as soon as possible. Relevant self-disclosure by the nurse helps the client see that others share his experience and understand.

Answer 81

offering self.

Question 82

IF appropriate, touch can communicate caring and provide comfort.

Answer 82

touch

Question 83

Barriers to effective communication

Answer 83

``` asking irrelevant personal questions offering personal opinions stereotyping giving advice giving false reassurance minimizing feelings changing the topic asking "why" questions or asking for explanations challenging offering value judgements asking questions excessively (probing) responding approvingly or disapprovingly (refusing) being defensive testing judging offering sympathy arguing ```

Question 84

Faulty communication among the members of the health care team can have a negative effect on the work environment and on client's outcomes. Incivility, bullying, and _______ can have negative effects.

Answer 84

lateral violence

Question 85

rude dialogue or actions

Answer 85

incivility

Question 86

repeated words or acts of intimidation

Answer 86

bullying

Question 87

abusive words or actions of peers

Answer 87

lateral violence