communication pt 1

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  1. communication is an
    essential lifelong learning process for nurses to build relationships with pts ,families, and team members
  2. communication goals
    know pt so the nurse can BUILD TRUST so they can provide information/instruction to the pt
  3. communication skills requires
    creativity, self confidence, fairness, integrity, humility
  4. thinking is influenced by
    five senses, culture, education, biases.
  5. Intrapersonal
    • occurs within an individual
    • inner thoughts and self talk
  6. interpersonal
    one to one on interaction with two people
  7. transpersonal
    • interaction within a person's spiritual domain
    • meditation, prayer
  8. small group
    • interactions with a small number of people
    • committees pt, support group
  9. public
    • interaction with an audience
    • public speaking, classroom lecture.
  10. communication process: Referent
    motivates one to communicate with another
  11. communication process: Sender and receiver
    • one who encodes and one who decodes the message.
    • can switch between the nurse and the pt
  12. communication process: message
    content of the message between the sender and the receiver
  13. communication process: channels
    • means of conveying and receiving messages.
    • ex: verbal and non verbal
  14. communication process: feedback
    • message the receiver returns.
    • making sure one understands what is being said
  15. communication process: interpersonal variables
    factors that influence communication
  16. communication process: environment
    • the setting for sender-receiver interactions
    • make sure tv is turned down
  17. forms of verbal communication
    • vocabulary
    • denotative and connotative meaning
    • intonation
    • clarity and brevity
    • pacing
    • timing and relevance
  18. forms of nonverbal communication
    • personal appearance
    • posture and gait
    • facial expressions
    • eye contact
    • gestures
    • sounds
    • territoriality and personal space
  19. intimate zone
    • 0-18" like performing a bed bath, holding a crying baby, physical exam
    • most of nurses work done in this zone
  20. Personal zone
    • 18"-4' pt teaching and taking a pt history
    • a lot of nurse's work done in this zone
  21. social zone and public zone
    • 4'-12' making rounds with dr and sitting at the head of the conference table
    • 12' plus - speaking and lecturing
  22. Touch
    • basic human need that transmits messages to the brain to calm the stress response to illness and trama. we have social permission to touch.
    • warm hands, stethoscope, ask permission, inform pt of what you are doing
  23. symbolic communication
    • non/verbal symbolism used by others to convey meaning
    • ex: music and art
  24. metacommunication
    • broad term that refers to all factors that influence communication.
    • ex:body language (and also symbolic communication)
  25. pre-interaction phase
    occurs before meeting the pt
  26. orientation phase
    when the nurse and the pt meet and get to know each other
  27. working phase
    when the nurse and the pt work together to solve problems and accomplish goals.
  28. termination phase
    • occurs at the end of the relationship
    • "closure" with clear boundaries and expectations
  29. factors resulting in difficultly with communication
    • lacking skills in attending, listening, responding, or self expression
    • inability to articulate, inappropriate verbalization
    • difficulty forming words
    • difficulty with comprehension
  30. therapeutic communication techniques
    are specific responses that encourage the expression of feeling and ideas and covey acceptance and respect
  31. Active listening means
    • being attentive to what a pt is saying both verbally and non verbally. SOLER
    • S: sit facing the pt
    • O: observe an open posture
    • L: lean toward the pt
    • E: establish and maintain intermittent eye contact
    • R: relax
  32. types of Therapeutic techniques
    • sharing observations, empathy, hope, humor, and feelings
    • using touch and silence
    • provide info, clarify, focusing, paraphrasing, summarizing
    • appropriate self disclosure
  33. types of Nontherapeutic techniques
    • arguing, confrontation, changing the subject
    • asking personal questions, giving personal opinions
    • automatic responses, false reassurance
    • sympathy, asking for explanations
    • approvalĀ orĀ disapproval
  34. types of Pt's who needĀ adaptive communication techniques
    • pts who cant speak clearly
    • cognitive, hearing, visual impairment
    • unresponsive and language barriers
  35. Tips for talking to children
    • eye level, calm voice, caregiver present, simple sentences and explanations
    • allow children to handle equipment or supplies
  36. tips for taking to elders
    asses for hearing and visual deficits, give time for elders to respond, wait for an answer to one Q before asking another, clarify and get feeback
  37. Cultural differences
    • language, customs, values, social structure, gender differences.
    • a friendly gesture of one culture may be insulting to another. be sensitive to the body language of your pt
    • avoid stereotyping
  38. Evaluation
    • needs to be through the pts eyes
    • nurses and pt need to determin whether the care has been successful.
  39. strategies for effective communication
    • be respectful and professional, active listening, understand others viewpoint
    • collaboration be cooperative and direct
  40. state your feelings using
    • I statements
    • learn to say I was wrong and you could be right
  41. N.U.R.S.E
    • N: name the pt emotion
    • U: understand " I can see why you feel that"
    • R: respect "you've been through a lot, that takes courage
    • S: support "I want to help you get better"
    • E: empathy "that must be difficult"
Card Set
communication pt 1
communication pt1/2
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