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40 Cards in this Set
- Front
- Back
Intrapersonal Communication
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Communication that occurs within an individual - "self-talk".
This occurs within one’s self and is the internal discussion that takes place when an individual is thinking thoughts and not outwardly verbalizing them. In nursing, intrapersonal communication allows the nurse to assess a client and/or situation and critically think about the client/situation before communicating verbally. |
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Interpersonal Communication
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Communication that occurs between two or more people in a small group.
This form of communication is the most common in nursing and requires an exchange of information with an individual or small group. |
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Public Communication
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Communication that occurs within large groups of people.
In nursing, this commonly occurs during educational endeavors where the nurse is teaching a large group of individuals, such as in a community setting. |
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Transpersonal Communication
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Communication that addresses an individual's spiritual needs and provides interventions to meet those needs.
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Vocabulary
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Words used to communicate either a written or spoken message impact on communication:
limited vocabulary or speaking a language other than English may make it difficult for the nurse to communicate with the client. Use of medical jargon may decrease client understanding. |
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Denotative/connotative meaning
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When communicating, participants must share meanings.
Words that have multiple meanings may cause miscommunication if they are interpreted differently. |
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Clarity/brevity
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the shortest, simplest communication is usually most effective
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timing/relevance
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knowing when to communicate allows the receiver to be more attentive to the message
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Pacing
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The rate of speech can communicate a meaning to the receiver.
Speaking rapidly may communicate the impression that the nurse is in a rush and does not have time for the client. |
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Intonation
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the tone of voice can communicate a variety of feelings.
The nurse can communicate feelings, such as acceptance, judgment, and dislike through tone of voice. |
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Nonverbal Communication
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Nurses should be aware of how they communicate nonverbally.
The nurse should assess the client’s nonverbal communications for the meaning being conveyed, remembering that culture impacts interpretation. Attention to the following behaviors is important, as it is compared to the verbal message being conveyed: * Appearance * Posture * Gait * Facial expresions * Eye contact * Gestures * Sounds * Territoriality * Personal space * Silence |
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Therapeutic Communication
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The purposeful use of communication to build and maintain helping relationships with clients, families, and significant others.
The nurse uses interactive, purposeful communication skills to: * elicit and attend to the client’s thoughts, feelings, concerns, and needs * express empathy and genuine concern for the client’s and family’s issues * obtain information and give feedback about the client’s condition * intervene to promote functional behavior and effective interpersonal relationships * evaluate the client’s progress toward goals and outcomes. |
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Characteristics of Therapeutic Communication
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Client centered – not social or reciprocal.
Purposeful, planned, and goal-directed. |
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Time
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Plan for and allow adequate time to communicate.
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Attending Behaviors or Active Listening
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These are nonverbal means of conveying interest in another.
* Eye contact typically conveys interest and respect but varies by situation and culture. * Body language and posture may demonstrate level of comfort and ease. * Vocal quality enhances rapport and emphasizes particular topics or issues. * Verbal tracking provides feedback by restating or summarizing a client’s statements. |
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Caring Attitude
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Show concern and facilitate an emotional connection with the client and the client’s family.
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Honesty
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Be open, direct, truthful, and sincere.
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Trust
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Demonstrate reliability without doubt or question.
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Empathy
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Convey an objective awareness and understanding of the feelings, emotions, and behaviors of others, including trying to envision what it must be like to be in the position of the client and the client’s family.
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Nonjudgmental Attitude
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This is a display of acceptance that will encourage open, honest communication.
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Assessment
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Assess verbal and nonverbal communication needs.
Consider the client’s developmental level and how communication should be altered during the assessment phase. Identify any cultural considerations that may impact communication. |
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Assessment - Children
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Use simple, straightforward language.
Be aware of own nonverbal messages, as children are sensitive to nonverbal communication. Enhance communication by being at the child’s eye level. Incorporate play in interactions. |
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Assessment - Older Adult
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Recognize that the client may require amplification.
Minimize distractions, and face the client when speaking. Allow plenty of time for the client to respond. When impaired communication is assessed, ask for input from caregivers or family to determine the extent of the deficits and how best to communicate. |
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Planning
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Minimize distractions.
Provide for privacy. Identify mutually agreed-upon client outcomes. Set priorities according to the client’s needs. Plan for adequate time for interventions. |
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Implementation
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Establish a trusting nurse-client relationship.
The client feels more at ease during the implementation phase when a helping relationship has been established. Provide empathetic responses and explanations to the client by using observations and providing hope, humor, and information. |
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Silence
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silence allows time for meaningful reflection
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Active Listening
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the nurse is able to hear, observe, and understand what the client communicates and to provide feedback
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Open-ended Questions
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this technique facilitates spontaneous responses and interactive discussion
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Clarifying Techniques
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This technique is used to determine if the message received was accurate:
* Restating – uses the client’s exact words. * Reflecting – directs the focus back to the client in order for the client to examine his feelings. * Paraphrasing – restates the client’s feelings and thoughts for the client to confirm what has been communicated. * Exploring – allows the nurse to gather more information regarding important topics mentioned by the client. |
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offering general leads, broad opening statements
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this encourages the client to determine where the communication can start and to continue talking
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showing acceptance and recognition
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this technique acknowledges the nurse’s interest and nonjudgmental attitude
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Focusing
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this technique helps the client to concentrate on what is important
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asking questions
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asking questions is a way to seek additional information
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giving information
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this technique provides details that the client may need for decision making
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Presenting reality
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this technique is used to help the client focus on what is actually happening and to dispel delusions, hallucinations, or faulty beliefs
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Summarizing
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summarizing emphasizes important points and reviews what has been discussed
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Offering self
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Use of this technique demonstrates a willingness to spend time with the client.
Limited personal information may be shared, but the focus should return to the client as soon as possible. Relevant self-disclosure by the nurse allows the client to see that his experience is shared by others and understood. |
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Touch
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if appropriate, touch communicates caring and may provide comfort to the client
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Barriers to Effective Communication
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Asking irrelevant personal questions.
Offering personal opinions. Giving advice. Giving false reassurance. Minimizing feelings. Changing the topic. Asking “why” questions. Offering value judgments. Excessive questioning. Responding approvingly or disapprovingly. |
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Client Outcomes
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The client will verbalize concerns to the nurse.
The client will request assistance from the nurse as appropriate. The client will communicate needs to the nurse. |