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What is communication?

The transfer of information between a sender and receiver.

Does communication only happen when people are talking?

No. Communication is always happening, even when people are not speaking.

How can information be communicated?

Through verbal communication, body language, emotions, and technology or equipment.

Why is effective communication important in nursing?

Poor communication can cause medical errors and client safety problems.

Why can communication be difficult for nurses?

Nurses communicate complex and sometimes emotional information to people with different cultures and education levels.

What should a nurse watch for when communicating with a client?

Signs that the client does not understand the message.

Who created the Shannon-Weaver communication model and when?

Shannon and Weaver in 1948.

What type of communication model is the original Shannon-Weaver model?

A linear, technical communication model.

What are the 6 parts of the Shannon-Weaver model?

Sender, encoder, channel, decoder, receiver, and noise.

What is the sender?

The person who starts the message.

What is the encoder?

The means by which the message is transmitted.

What is the channel?

How the encoder sends the message, such as by phone.

What is the decoder?

It changes the signal back into the message.

What is the receiver?

The person who receives the message.

What is noise?

Anything in the environment that interferes with the message.

In the PDF's translation example, what represents the sender, encoder, channel, receiver, decoder, and noise?

Sender = nurse; encoder = translation application; channel = computer; receiver = client; decoder = client's mobile device; noise = poor reception.

Who modified the Shannon-Weaver model in 1954?

Wilbur Schramm.

What are the 3 main components of Schramm's model?

Sender, receiver, and message.

What important concept does Schramm's model add?

Feedback.

How does communication work in Schramm's model?

The sender and receiver communicate back and forth and give feedback.

Why is feedback important in nurse-client communication?

It helps the nurse know whether the client understood the message.

What is Theodore Newcomb's communication model called?

The ABX model.

What are the 3 parts of the ABX model?

A = sender; B = receiver; X = topic.

What does X represent in the ABX model?

The topic being communicated about.

Can X in the ABX model represent another person?

Yes. It can represent different subjects or even another person.

Where can the ABX model be used in health care?

In nurse-client and interprofessional communication.

What does SMCR stand for?

Sender, Message, Channel, Receiver.

What is the sender in the SMCR model?

The person who starts the message.

What is the message in SMCR?

The topic being transmitted.

What is the channel in SMCR?

The method used to send the message.

What is the receiver in SMCR?

The person receiving the message.

Is SMCR one-way or two-way communication?

One-way communication.

Does the SMCR model include feedback?

No.

What is a health care example of the SMCR model?

Sending a client an instructional video where the client cannot immediately ask questions.

What are the 5 levels of communication?

Verbal, physical, auditory, energetic, and emotional.

What is verbal communication?

What is said.

What is physical/nonverbal communication?

Body language and physical gestures.

What are examples of negative nonverbal communication?

No eye contact, not engaging, folded arms, slouching, and poor posture.

Which message usually has more influence when verbal and nonverbal messages conflict?

The nonverbal message.

What should nurses consider when interpreting nonverbal communication?

Culture, age, language, physical deficits, and developmental level.

What is therapeutic communication?

Communication used to better communicate with clients and build a helpful professional relationship.

Why should nurses use an empathetic rather than critical tone?

It can reduce stress and encourage honesty.

What is auditory communication?

What the receiver hears when someone speaks.

What does auditory communication include?

The speed and tone of voice.

What can interfere with auditory communication?

Physical disabilities, intellectual disabilities, noise, and medical equipment.

How should a nurse communicate with a client who has hearing loss?

Face the client, speak clearly at a moderate pace, use visual cues, write important information, and use appropriate technology.

Why should the nurse avoid speaking over other people when communicating with a hearing-impaired client?

It can create confusion.

What is emotional communication?

The speaker's emotional state while giving a message.

Can the speaker's emotions affect the receiver?

Yes. Emotions affect how the message is received.

How are negative emotions or a condescending attitude usually received?

Poorly.

What can an empathetic attitude help nurses build?

Trust and positive rapport.

What is energetic communication?

How a person projects themselves to others.

What should nurses show through energetic communication?

Caring, compassion, and empathy.

What does the PDF say is another component of energetic communication?

The bioelectric energy in the body and how emotions may affect health and communication.

What complementary health technique is discussed with energetic communication?

HeartMath, which uses biofeedback to teach about the relationship between emotions and electrical communication between the heart and brain.

What are the 4 modes of communication?

Verbal, nonverbal, electronic, and written.

What is verbal communication as a mode?

Oral or spoken communication, such as face-to-face or telephone communication.

What is nonverbal communication?

Body language.

What are examples of nonverbal communication?

Eye contact, facial gestures, posture, and overall appearance.

Can nonverbal communication support or contradict spoken words?

Yes.

What are examples of electronic communication?

Email, texting, video conferencing, and social media.

What is a major risk of electronic communication in health care?

Privacy violations.

How should private client information be sent electronically?

Through HIPAA-compliant, encrypted, secure platforms.

What safeguards should electronic communication containing PHI have?

Personalized user login, automatic logoff, and attachments that are indecipherable if intercepted.

What does PHI stand for?

Protected Health Information.

What is written communication?

Communication through letters, handwriting, typed information, emails, or computer-based posts.

What is a problem with written communication?

It lacks body language and other nonverbal cues, so tone may be misunderstood.

What can make written communication difficult for a client?

Low literacy, language differences, and vision problems.

What are the 4 communication styles discussed in the PDF?

Passive, assertive, aggressive, and passive-aggressive.

Which communication style does the PDF identify as most effective?

Assertive communication because it is cooperative and straightforward.

What is passive communication?

Avoiding conflict and not expressing your feelings, opinions, or needs.

How might a passive communicator respond?

They may say nothing or simply agree.

What is an example of passive communication?

"I'll do whatever you want."

What is assertive communication?

Communicating clearly and honestly while respecting yourself and others.

What do assertive communicators advocate for?

Their opinions, rights, and needs without violating other people's rights.

Do assertive communicators usually use "I" or "you" statements?

"I" statements.

Why are "I" statements preferred?

"You" statements can sound blaming.

What is aggressive communication?

Communication that can be verbally or physically abusive.

What behaviors are common in aggressive communicators?

Blaming, "you" statements, interrupting, controlling behavior, and hostility when challenged.

What is an example of aggressive communication?

"It's your fault the client fell. You never listen to me."

What is passive-aggressive communication?

Appearing passive but expressing anger indirectly or secretly.

What feelings can cause passive-aggressive behavior?

Powerlessness and resentment.

What is a nursing example of passive-aggressive communication?

Ignoring a client's repeated call light or saying you will do something and then not doing it.

What factors can influence communication?

Cognitive, intellectual, or developmental deficits; physical deficits; cultural differences; language barriers; and environmental factors.

What are examples of cognitive, intellectual, or developmental factors?

Dementia, Down syndrome, and autism spectrum disorder (ASD).

What is an example of a physical communication barrier?

Hearing loss.

What is an example of an environmental communication barrier?

A noisy emergency department.

How can lack of nursing staff and time affect communication?

Nurses may focus on tasks and overlook emotional support.

What can happen when nurse and client expectations do not match?

It can negatively affect trust, emotional well-being, and care outcomes.

What physiological problems can interfere with communication?

Hearing or vision loss.

What can a nurse do for a client with hearing impairment?

Move to a quieter area, communicate face-to-face, write information, use assistive devices, and adjust speech when needed.

How should nurses communicate with clients who have developmental or cognitive communication difficulties?

Use short, clear, direct instructions.

What should nurses avoid when communicating with clients who have developmental or cognitive difficulties?

Slang, medical terminology, and abstract imagery.

What environments may especially distract clients with developmental or cognitive deficits?

Environments that are very noisy or bright.

What health problems can affect cognitive function and communication?

Poorly controlled chronic pain, Parkinson's disease, and multiple sclerosis.

What environmental factors can interfere with communication?

Excessive noise, extreme temperatures, poor or overly bright lighting, and other distractions.

What outside activities can interfere with communication?

Social media or texting during conversations.

What emotions or situations can interfere with communication?

Fatigue, anxiety, and fear.

What cultural and demographic factors can affect communication?

Language, religion, sexual orientation, age, and gender.

Can the nurse's own cultural competency and biases affect communication?

Yes.