FON ch 6 Flashcards
(27 cards)
Benefits of effective communication
establishes proper transfer of information, essential in proper documentation, key element in reporting to others, build relationships to carry out responsibilities
communication process
exchange of information, feelings, needs and preferences between two people, ACTIVE LISTENING process, Includes listening, observing, processing and comprehending (2 people)
goal of communication
Establish a mutual understanding of the meaning of a message, known as SHARED MEANING, that indicates the message was communicated as intented
Verbal communication
conscious use of words, either spoken or **writen
Non-Verbal communication
Conveyed by body language ex. Facial expressions, posture, body position, behavior, gestures, touch and general appearance (written ex. CAPS LOCK, exclamation point)
Factors affecting communication
Personal space, body position, language, culture, attitude,and emotions
personal space distance zones
intimate:physical contact to 18 “
casual-personal:18”-4 ‘
Social-consultative: 4’-12’
public:12’
Body position for effective communication
Eye level, lean forward, remain open (no crossed arms or legs, turned away from pt)
Effect of culture on communication
includes accepted attitudes, roles and behavior and religious or spiritual practices. Sensitivity: respect for accepted patterns or communication in culture.
Denotative
literal meaning, NO INTERPRETATION ex. it’s raining cats and dogs…. cats and dogs come out of the sky as rain
Connotative
Emotional associations that can be attached to the word ex. love, how it makes you feel when you think of it
Therapeutic communication
Patient centered communication, goal is to promote pt’s needs concerns, feelings, nurse encourages pt to do so and encourages expression of them.
Therapeutic communication techniques
Providing general leads, using silence, offering self, open ended questions or statements, restating communication, seeking clarification, giving information, reflecting communication, offer alternatives, summarize
Barriers to communication
yes/no responses, false reassurance, too many personal questions, giving advice, belittling pt’s feelings, expressing disapproval
passive or avoidant communication
Avoids confrontation, unable to share feelings or needs with others
aggressive communication
Puts one own’s needs, rights, or feelings before those of others
Assertive communication *preferred method for nurses
Stands up for oneself without violating the basic rights of others *respectfully to pt
DESC communication
Describe the behavior
Explain the impact of the behavior
State the desired outcome
Consequence should *grab the persons attention
Two sides of anger
guilt: inward at something we did or didn’t do
resentment: Directed at others for what they did or did not do
Tips for talking to supervisor
Keep them informed, make an apointment, be careful with words chosen, don’t talk when angry and don’t respond with anger
SBAR guide to communication
Situation
Background
Assessment
Recommendation
Information to give to a physician
QUICK assessment of pt, Concise statement of problem, Current data(BP, lab results, diagnostic tests) what information they need to make an informed decision
Types of downward communication
Job instruction, Job rationale, Practices and Procedures, Feedback, Role modeling
Items to include in shift report
basic pt data, scheduled procedures, diagnostic results, Abnormal assessment findings, PT OT ST,
ordered treatments
