Chapter 8 - Communication

‭Communication‬ ‭●‬ ‭An essential nursing skill and part of the art of nursing‬ ‭●‬ ‭Foundation for all nursing intervention‬ ‭●‬ ‭Basis of the nurse-patient, helping, healing relationship‬ ‭Components in the Process of Communication‬ ‭●‬ ‭Encoder‬ ‭●‬ ‭Message‬ ‭●‬ ‭Channel‬ ‭●‬ ‭Receiver‬ ‭●‬ ‭Feedback‬ ‭Levels of Communication‬ ‭●‬ ‭Intrapersonal: Self-talk; communication within a person‬ ‭●‬ ‭Interpersonal: Occurs between two or more people with a‬ ‭goal to exchange‬ ‭●‬ ‭Group: Small group, organization communication‬ ‭ uestion:‬‭A nurse is reassuring herself of being prepared‬‭to speak in front of a peer group.‬ Q ‭Which of the following types of communication is she using?‬ ‭a.‬ ‭Intrapersonal‬ ‭b.‬ ‭Interpersonal‬ ‭c.‬ ‭Group‬ ‭d.‬ ‭Organization‬ ‭Characteristics of Effective and Ineffective Groups‬ ‭●‬ ‭Group identity‬ ‭●‬ ‭Cohesiveness‬ ‭●‬ ‭Patterns of interaction‬ ‭●‬ ‭Decision-making‬ ‭●‬ ‭Responsibility‬ ‭●‬ ‭Leadership‬ ‭●‬ ‭Power‬ ‭Factors Influencing Communication‬ ‭●‬ ‭Developmental level‬ ‭●‬ ‭Gender‬ ‭●‬ ‭Sociocultural differences‬ ‭●‬ ‭Roles and responsibilities‬ ‭●‬ ‭Space and territoriality‬ ‭‬ P ● ‭ hysical, mental, and emotional state‬ ‭●‬ ‭Values‬ ‭●‬ ‭Environment‬ ‭Question:‬‭Touch is a personal behavior that means‬‭the same thing to all people.‬ ‭a.‬ ‭True‬ ‭b.‬ ‭False‬ ‭Forms of Communication‬ ‭●‬ ‭Verbal (language): 35%‬ ‭●‬ ‭Nonverbal (body language): 65%‬ ‭○‬ ‭Facial expressions, touch, eye contact‬ ‭○‬ ‭Posture, gait, gestures‬ ‭○‬ ‭General physical appearance‬ ‭○‬ ‭Mode of dress and grooming‬ ‭○‬ ‭Sounds, silence‬ ‭○‬ ‭Electronic communication‬ ‭The Helping Relationship‬ ‭●‬ ‭Does not occur spontaneously‬ ‭●‬ ‭Built on the patient’s needs‬ ‭●‬ ‭The nurse is the helper, and the patient is the person being helped‬ ‭●‬ ‭Characterized by an unequal sharing of information‬ ‭●‬ ‭Communication is the means used to establish rapport and helping-trust relationships‬ ‭Characteristics of the Helping Relationship‬ ‭●‬ ‭Purposeful and time-limited‬ ‭○‬ ‭Orientation phase‬ ‭○‬ ‭Working phase‬ ‭○‬ ‭Termination phase‬ ‭●‬ ‭Dynamic‬ ‭Question:‬‭Which activity occurs during the orientation‬‭phase of the helping relationship?‬ ‭a.‬ ‭An agreement or contract about the relationship is established‬ ‭b.‬ ‭The nurse provides any assistance needed to achieve patient goals‬ ‭c.‬ ‭The nurse provides patient counseling and teaching‬ ‭d.‬ ‭The patient and nurse examine the goals of the helping relationship for indications of‬ ‭attainment‬ ‭Factors Promoting Effective Communication‬ ‭‬ D ● ‭ ispositional traits‬ ‭●‬ ‭Rapport builders‬ ‭Dispositional Traits‬ ‭●‬ ‭Warmth and friendliness‬ ‭●‬ ‭Openness and respect‬ ‭●‬ ‭Empathy‬ ‭●‬ ‭Honesty, authenticity, trust‬ ‭●‬ ‭Caring‬ ‭●‬ ‭Competence‬ ‭Rapport Builders‬ ‭●‬ ‭Specific objectives‬ ‭●‬ ‭Comfortable environment‬ ‭●‬ ‭Privacy‬ ‭●‬ ‭Confidentiality‬ ‭●‬ ‭Patient vs. task focus‬ ‭●‬ ‭Utilization of nursing observations‬ ‭●‬ ‭Optimal pacing‬ ‭Hand-Off Communication‬ ‭●‬ ‭Situation‬ ‭●‬ ‭Background‬ ‭●‬ ‭Assessment‬ ‭●‬ ‭Recommendation‬ ‭Developing Conversation Skills‬ ‭●‬ ‭Control the tone of your voice‬ ‭●‬ ‭Be knowledgeable about the topic of conversation‬ ‭●‬ ‭Be flexible‬ ‭●‬ ‭Be clear and concise‬ ‭●‬ ‭Avoid words that might have different interpretations‬ ‭●‬ ‭Be truthful‬ ‭●‬ ‭Keep an open mind‬ ‭●‬ ‭Take advantage of available opportunities‬ ‭Developing Listening Skills‬ ‭●‬ ‭Sit when communicating with a patient‬ ‭●‬ ‭Be alert and relaxed; take your time‬ ‭●‬ ‭Keep the conversation as natural as possible‬ ‭‬ ● ‭●‬ ‭●‬ ‭●‬ ‭●‬ ‭●‬ ‭ aintain eye contact if appropriate‬ M ‭Use appropriate facial expressions and body gestures‬ ‭Think before responding to the patient‬ ‭Do not pretend to listen‬ ‭Listen for themes in the patient’s comments‬ ‭Use silence, therapeutic touch, and humor appropriately‬ ‭Characteristics of the Assertive Nurse’s Self-Presentation‬ ‭●‬ ‭Stand up for oneself and others‬ ‭●‬ ‭Use of clear, concise “I” statements‬ ‭●‬ ‭Ability to share effectively one’s thoughts, feelings, and emotions‬ ‭●‬ ‭Open, honest, and direct communication‬ ‭●‬ ‭Working to capacity with or without supervision‬ ‭●‬ ‭Remaining calm under supervision‬ ‭●‬ ‭Asking for help when necessary‬ ‭●‬ ‭Giving and accepting compliments‬ ‭●‬ ‭Admitting mistakes and take responsibility for them‬ ‭Aggressive Behavior‬ ‭●‬ ‭Involves asserting one’s rights in a negative manner that violates the rights of others‬ ‭●‬ ‭Can be verbal or nonverbal‬ ‭●‬ ‭Communication is marked by tension and anger, inhibiting the formation of good‬ ‭relationships and collaboration‬ ‭●‬ ‭Characteristics include using an angry tone of voice, making accusations, and‬ ‭demonstrating belligerence and intolerance‬ ‭●‬ ‭Focus is usually “winning at all costs”‬