Communication Flashcards
What is communication?
Being able to convey messages through symbols and interactive processes between people.
What is the scope of communication?
-Ranges from effective communication to no communication. Forms include: Verbal, Nonverbal, Symbolic, and Metacommunication.
*Verbal-Speaking & through use of vocabulary/Nonverbal-Communication without speaking
Verbal Communication
*Vocabulary- Explain vocabulary in a way that the patient can understand. Don’t use medical terminology when talking to patient. Use charts/write down if not verbal.
*Denotative & Connotative Learning-Denotative-Definition of word & Connotative you can use the word different ways
*Pacing- Giving information and not talking to fast & long pauses. Right way would be slow down & talk clearly and other person has time to pick up the info.
*Intonation-Very loud & change of tone. Can’t pick up tone when reading a message from phone.
*Clarity & Brevity- Few words as possible/message clear Ex. Explain the location of pain & on scale of 0-10. Break up your words into smaller pieces so that they can understand.
*Timing & Relevance (Relates to what’s going on)- Making sure what you say fits the scenario. Ex. Someone lost family member & you just celebrated your dad’s birthday. *Timing not good & not relevant to what is going on.
Nonverbal communication (Not spoken or written)
*Personal Appearance-How you are dressed & hair (smelly & messed up). Showing professionalism.
*Posture & Gait- Posture straight & Confidence.
*Facial Expression- Nonverbal facial Expressions when pt. had bowel movement or vomited. Work on that! *Be nonjudgmental!
*Eye Contact- While talking & don’t look away from while talking. Be on eye level & part of active listening.
*Gestures- Being able to pick up on nonverbal cues (pt. moving shoulders)/Or you are using hand gestures when talking. * Use hand gestures when you know about pt. culture. Frown/Stern voice can mean a threat.
*Sounds- Sigh when must do some & your posture & gait changes.
*Territoriality and personal space-Need to gain, defend, and maintain one’s personal space.
*Metacommunication-All factors that influence communication. Ex. Like tv on, pt. on phone with loud music. You can’t really give clear message.
What is the process of communication?
There is a sender, Message being transmitted, & a receiver. Sometimes messages can be distorted.
*Interpersonal variables-People of different role types. Pt. feel intimated when telling what is going on with them.
*Channel-How message is being sent (verbal, text, emails)
*Feedback-After message is sent & received (Looking to see for any confused facial expressions, or explain what I just told you back to me). * Messages can change due to environment-Go to the source of the message!
-SBAR-Normally given to doctor
-Hand-off Report-Giving report on pt. to different department
What is AIDET Technique?
Practice communication effectively with pt. & family
*A-: Acknowledge the patient, family, and person.
*I: Introduce yourself & always wear a name badge.
*D: Duration, how long you will be working with pt.
*E: Explain the procedure/purposed/treatments
*T: Thank you! (Do example with volunteer)
-Always be courteous to everyone! Introduce yourself-Ex. My name is Keyana! Stay away from honey, sweetie, sugar, darlin) Call pt. by last name or name they refer!
-Be trustworthy! If you go do some for the pt. Make sure you do it!
-Autonomy & Responsibility-Want pt. so do as much as they can for themselves. /Assertiveness- Expressing ideas & feelings without hurting others-Ex. I feel or I need.
What are some related concepts?
-Health care quality-Understanding instructions, pt. better & good outcomes
-Safety-Right Medication, treatments, & procedures
-Culture- Appropriate for their culture
-Care Coordination- Making sure everyone is on same page with collaborating info.
-Collaboration-Working with other people to give the right care that the patient needs
What is Therapeutic Communication?
A dynamic and interactive process in which words and actions are used by clinicians and patients to collaboratively achieve identified healthcare outcomes. Expressing feelings/picking up cues & communicating therapeutically to what’s going on.
What is Active Listening? What is SURETY?
Making eye contact, being attentive to what is going on & giving good feedback.
*S-Sit at an angle facing the patient.
*U-uncross legs & arms.
*R-Relax.
*E-Eye contact on pts. level.
*T-Touch. Place hand on pt. lap and listen.
*Y-Your intuition. Trust yourself.
Examples of Therapeutic Communication
*Sharing observations- Tell them what is going on in therapeutic way. Ex. person is tired today.
*Sharing Empathy-Showing that you care & voicing it.
*Sharing hope- Reminding them of their goals (ex. diagnosed with cancer but just got a new job or you have kids)
*Sharing humor- Time/Relevance.
*Sharing Feelings-Personal stories to tell that you have been where they are & may help them to overcome things.
*Using silence- Stand in the room & let them know that you are there & let them express themselves.
*Providing information-Giving information on treatments, medications, & makes them feel at ease
*Clarifying- Confusion/Clarify they understand the information given
*Focusing- Pt. rambling/Try to get them to focus on one thing that is causing stress(new diagnosis)
*Paraphrasing- Restating what another person said
-Validation-Letting pt. know that how they feel is ok(new diagnosis)
*Asking relevant questions- Make since to what is going on with pt. (open ended question-concerns/questions/Close ended question- Answer yes or no)
*Summarizing- Just everything the pt. said/What you addressed during conversation
*Self Disclosure-Expressing thoughts/personal stories
*Confrontation-Therapeutically (Assertively when talking to pt. & how they feel
What is nontherapeutic communication?
*Asking personal question (how many kids you have? Do you have a husband?
*Giving personal opinion- Don’t take that medicine or tell family about new diagnosis
*Changing the subject- Pt. tells thoughts & concerns but you say let’s talk about something else
*Automatic Responses-Like “All people get confused all the time.”
*False reassurance- Ex. “You’re not going to die”-Offer hope & “We are going to do everything that we can do.”
*Sympathy- Show concern, sorrow, or pity
*Asking for explanation-Using the word why? Change to therapeutic approach? Tell me why? Showing Approval or disapproval-Bad/not bad you took meds
*Defensive responses-I am going to die. Explain they are fine.
*Passive or aggressive responses-Try to avoid conflict, provoke, or harm the pt.
EHR (Electronic Health Record)
Information on pt. charted by dr., nurse, & etc. Information can be printed as well.
*Make sure what you did is done at the time that you did it. Paper error on paper-draw a straight line through it and initial it.
*Look at Table 26.1
* Make sure you know the difference between subjective/objective data.
*Stay away from words like pt. status unchanged/had a good day. Use concise descriptions of assessement/care for the day
*Keep password safe. No blank lines when writing a nurse’s note on paper. Draw horizontal line and sign your name. Prevents peple from writing on your work and putting wrong information. *Write only in black ink on paper. Don’t use felt-tip pens/They can cause smudges.
*Remember legal documents when you sign on the report.
-Look at figure 26.2 in Fundamentals book on Military time
2400 is Midnight in military time & 1 minute after midnight is 0001.
Verbal/Telephone Orders
*You can write out an order, but you will need Verbal/telephone order by dr. name & date/time on paper. The dr. has 24 hours to go in & sign orders.
*Always repeat verbal/telephone orders back to be sure that they order is correct.
-Some facilities want a second nurse to listen to telephone order.
Hand-Off Report
*Information given to next nurse on pt. when transferring to another department or floor
*Can be done at bed-side Reporting-Improves outcomes/Talk to pt. about concerns as well
ISBAR-Identify, Situation, Background, Assessment, & Recommendation
ISBAR
*Identify-Yourself & who pt. is
*Situation-Tell what is going on with pt (Admitted with r/arm wound-dog bite)
*Background-Past medical history/Allergies in current situation
*Assessment (Full set of vitals-T., HR, BP, RR, & O2 if on any) & assessment wise (information related to what is going on) Pain level, Dressing clean, dry, & part of body
*Recommendation-Things you feel like will work
