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NURS 192 [Exam #2] > Communication > Flashcards

Communication Flashcards

1
Q

`

Referent

A

Incentive/motivation for communication between two people

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2
Q

Message

A

the actual communication product from the source

Example:
- Speech
- Gesture
- Chart
- Note

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3
Q

Channel

A

medium the sender selected to send the message

  • Auditory (spoken words and cues)
  • Visual (sight, observations, and cues)
  • Kinesthetic (touch)
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4
Q

Sympathy

A

feeling sorry for someone else

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5
Q

Empathy

A

understanding/sharing the feeling of another

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6
Q

Open-ended questions

A

Allows for wide range of responses; used to collect pt information

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7
Q

Closed-ended questions

A

questions that elicit a “yes” or “no” response

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8
Q

Therapeutic relationship

A

focused form of communication used by nurses to develop relationships with patients to help them with care

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9
Q

Nurse-patient relationship

A

a caring, purposefull and time limited therapeutic relationship that exists between patients and nurses.

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10
Q

Non-Therapeutic relationship

A

relationship that lacks qualities of therapeutic relationships and can hinder care and recovery

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11
Q

What is the communication process? What does it require? How do you initiate it?

A

Involves exchanging information and generating and transmitting meanings between two or more people

Requires:

  • Source (encoder)
  • Message
  • Channel
  • Receiver (decoder)

Initiated by:

  • Stimulus (ex: pt needs)
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12
Q

Compare verbal communication vs nonverbal communication.

(What do they mean? List examples of each)

A
  • Verbal communication: exchange of information using both spoken and written words.
    -> Spoken words
  • Nonverbal communication: transmission of information without the use of words
    -> Touch
    -> Eye contact
    -> Facial Expressions
    -> Posture
    -> Gait
    -> Gestures
    -> General Physical Appearance
    -> Sounds
    -> Silence
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13
Q

What is the most effective nonverbal way to express feelisn of comfort, love, affection, security, anger, frustration aggression, and excitement?

A

Touch

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14
Q

Communication often begins with the _____.

A

eyes

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15
Q

Lack of eye contact can be indications of _______,__________, and __________ .

A
  • Anxiety
  • Defenselessness
  • Avoidance of communicaiton
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16
Q

What is the most expressive part of the body?

A

Face

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17
Q

When verbal and nonverbal communication do not match, ________ communication often converys the speaker’s actual meaning.

A

nonverbal

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18
Q

Which form of communication has more of an impact?

A

nonverbal communication has more of an impact

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19
Q

How do the following factors influencing communication? Describe each factor

Developmental Level

Roles and responsibilities

Values

Sociocultural differences

Physical, mental, and emotional state

Environment

Language proficiency

Space and territoriality

A
  • Developmental level: use age appropriate language
  • Roles and responsibilities: avoid stereotyping
  • Values: influence how people value themselves/one another
  • Sociocultural differences: economic condition, education, literacy, and lifestyle, culture influences (behavior patterns, traditions, and beliefs)
  • Physical, mental, and emotional state: Being physically comfortable and mentally and emotionally free to engage in interactions influences communication
  • Environment: should facilitate an easy exchange of needed information; calm, non threatening
  • Language proficiency
  • Space and territoriality. Ask before touching belongings; personal space
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20
Q

When it comes to social media, it is important to remember that:

A
  • Anyone can see your social media posts
  • Protect pt privacy and confidentiality
  • Be aware of employer’s policy of social media
21
Q

How can the Nursing Board respond to inappropriate use of social media from a nurse?

A
  • Reprimand the nurse
  • Place sanctions on the nurse
  • Fine the nurse
  • Take the nurses license away
22
Q

How can the Local & Federal Government respond to inappropriate use of social media from a nurse?

A
  • Civil & criminal penalties
  • Fines
  • Incarcerations
23
Q

When communicating through email/text messages, it is important to:

A
  • Be concise and avoid abbreviations
  • Avoid violating pt privacy and confidentiality
24
Q

Any email sent about a patient must be…

A

duplicated and become a part of the pt’s health record

25
What should a nurse do when conducting a telehealth/telelmedicine session?
- Dress professionally - Minimize distractions - Ensure privacy - Be a good listener - Use nonverbal cues -> Leaning in -> Nodding -> Eye contact
26
Why are nonverbal cues important during a telehealth/telemedicine session?
Nonverbal cues like, leaning in, nodding and maintaining eye contact help show the pt that you are actively enaging in their session/care
27
T/F: Therapeutic relationships are built on the needs of the patient, not those of the nurse.
True
28
What are the 3 phases of therapeutic communication?
- Orientation phase - Identification and Exploration (working) phase - Resolution (termination) phase
29
What are the 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 healthcare system
30
________ is the longest phase of nurse-patient relationship.
Identification and Exploration (working) Phase
31
What are the goals of the Identification and Exploration (working) phase?
* Work together to meet pt needs (physical/psychosocial) * Provide whatever assistance is needed to achieve each goal * Provide teaching and counseling * Requires motivation and execute plan of care * Promote progress
32
The Resolution (termination) phases occurs at the __________.
change of shift/discharge
33
What are the goals of the Resolution (or termination) phase?
* Acknowledge goal has been met/progress toward goals * Introduce next shift nurse to the pt * Inform pt that your shift is ending and next nurse will be informed of the goal being met or more time is needed * If pt being transferred, make sure pt is informed of where they will go * Make sure family is aware of pt transfer and that orders are being sent
34
List different types of communication technologies
* Electronic Communication * Social Media * E-mail/Text Messages * Telehealth & Telemedicine * Verbal (face-to-face) & Zoom
35
What are the 4 levels of communication? Describe each level of communication.
- **Intrapersonal communication:** communication within a person (self-talk) - **Interpersonal communication:** communication between two or more people - **Small-group communication:** communication within a group of people, often working towards a mutual goal -> staff meetings, patient care conferences, teaching sessions, and support groups - **Organizational communication:** occurs when people/groups within an organization communicate to achieve established goals -> nurses on a practice council working to review unit policies
36
What is the most common form of communication in nursing?
Interpersonal communication
37
What are the 4 zones of interpersonal space? Describe each zone of interpersonal space.
- **Intimate Space:** < 18 inches -> Only used during assessment - **Personal Distance:** 18 inches - 4 feet - **Social Distance:** 4 - 8 feet - **Public Distance:** 8 feet or <
38
Sort the following into **effective** and **ineffective** communication techniques: 1. Closed-ended questions 2. Offering Self 3. Exploring 4. Reacting with passive/aggressive responses 5. Failure to perceive the patient as a human being 6. Open-ended questions 7. Giving advice 8. Clichés 9. Restating 10. Limit Setting (stating expectations 11. Stereotyping 12. Offering general leads 13. Silence 14. Questions containing words “why” and “how 15. Focusing 16. Responding approvingly/disapprovingly
**Effective Communication Techniques:** - 2, 3, 6, 9, 10, 12, 13, 15 **Ineffective Communication Techniques:** - 1, 4, 5, 7, 8, 11, 14, 16
39
What are examples of assertive qualities?
* Having empathy * Describing ones feelings/situation * Clarifying one's expectations * Anticipating consequences * Freedom in asking for help
40
# Factors Promoting Effective Communication Compare dispositional traits to rapport builders.
- **Dispositional traits:** inherent qualities a nurse possesses - **Rapport builders:** strategies nurse employs to foster a strong nurse-patient relationship
41
Sort the following into **dispositional traits** and **rapport builders**: 1. Confidentiality 2. Patient vs. task focus 3. Warmth/Friendliness 4. Providing personal space 5. Empathy 6. Optimal pacing 7. Caring 8. Honesty/Authenticity/Trust 9. Comfortable environment 10. Openness/Respect 11. Privacy 12. Utilization of nursing observations 13. Competence 14. Genuineness 15. Specific objectives
**Dispositional Traits:** - 3, 5, 7, 8, 10, 13, 14 **Aspects of Rapport Building:** - 1, 2, 4, 6, 9, 11, 12, 15
42
What is the nurses roles as an educator?
- **Motivator:** encourage pt to engage in learning and adopt health-promoting behavior - **Facilitators:** help pt understand and execute plan - **Support:** provides safe space for pt -> Pt express concerns, emotions and setbacks more comfortably - **Communicator:** clear communication/instructions - **Empower:** empower pt to take active role in their health & decision making
43
How would a nurse approach a conversation with a verbal pt?
- Let the pt take lead of the conversation - Ask open-ended questions - Actively listen - Give up some personal information - Provide adequate silence
44
How would a nurse approach a conversation with a nonverbal pt?
- Use positive body language - Use other resources: -> Electronics -> Physical materials
45
What are some examples of physical materials thats can be used as nonverbal communication?
- Use a whiteboard, notepad, or mobile device - Give the patient a brochure, printed instructions, charts, or pictures to clarify procedures.
46
Describe the impact that the following examples of therapeutic communication has: **Active listening & Silence** **Open-Ended Questions** **Non-Verbals**
**Active listening & Silence:** - Demonstrates respects - Allow for reflection/deep thinking **Open-Ended Questions:** - Allow pt to lead the conversation -> more open to talk/divulge information **Non-Verbals:** - pt feels heard, respected and feels that the nurse is engaged in their care
47
Describe the impact that the following examples of nontherapeutic communication has: **Cliches** **Inadequate Questioning** - Yes or no ??? - Why or How ??? - Probing **Giving Advice** **Judgmental Comments** **Negative Body Language**
**Cliches:** - Lack of interest/sincerity -> pt withdrawn **Inadequate Questioning** - Yes or No ???: -> cut off discussion - Why or How ???:-> intimidating/pass judgment - Probing: -> cuts off communication; feels like intimidation **Giving Advice** - Implies nurse knows what is best for the pt -> pt can become reliant on caregivers **Judgmental Comments** - hostile communication -> ends effective communication **Negative Body Language** - Lack of interest/sincerity -> pt withdrawn
48
T/F: Sympathy is effective in therapeutic nurse-patient relationship
**False**, because sympathys shifts the focus from the patient to the nurse, preventing the nurse from focusing objectively on the patient’s needs. It often comes across as pitying or condescending to patients, creating a sense of distance and hindering the therapeutic relationship.
49
Therapeutic communication is _______ and __________
- Purposeful - Time limited

NURS 192 [Exam #2] (9 decks)

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