Intro to Nursing Chapter 12: Communication and Collaboration in Professional Nursing

What happens when we fail to communicate?

Up to 80% of serious medical errors can be attributed to miscommunication

Interpersonal Skills

What PROMOTES communication?

What IMPEDES communication?

Communication: Joseph Priestley

The more elaborate our means of communication, the less we communicate

Communication: George Benard Shaw

The single biggest problem with communication is the illusion that it has taken place

Communication: Peplau

Interpersonal Relations

Nurse Pioneer

1952: Book- Interpersonal Relations (Nurse/Patient/Relationship)

What are Peplau’s 3 phases of “Therapeutic use of Self”

Orientation Phase: Trust

Working Phase: Tasks

Termination Phase

What are the Key elements impacting communication and collaboration?

Self awareness

Professional Boundaries

• Social vs. professional relationships

Reflective practice

Avoid Stereotypes

Non-judgemental: acceptance

Patient-Centered Care: CARING IS KEY

Communication Theory

Verbal, Congruence, Nonverbal

• If not congruent, then nonverbal is right

Five Elements of the Communication Process

Context

Sender: Encoding/Decoding- Message

Receiver: Decoding/Encoding- Feedback

Operations in Communication Process

Perception, Evaluation, Transmission

• Individualized and impacted by gender, age, culture, interest, mood, value, clarity, length of message, feedback, intellect, social-cultural conditioning, very complex

Development of Human Communication

Somatic Language: Caring

Action language: Pointing

Verbal Language: Talking

Successful Communication

Feedback, Appropriateness, Efficiency, Flexibility

• Active listening Excercise

Communication Skills

Active Listening

Open Posture

Empathy

Open Ended Questions

Giving Information

Reflection

Silence

Language

Why Does Communication Fail?

Fail to see uniqueness of individual

Fail to recognize level of meaning

Use value statements and cliches

False reassurance’Failure to clarify

Ineffective use of electronic communication devices

Failure to value culture or generation differences

ISBAR

Introduction

Situation

Background

Assessment

Recommendation

What does the I in ISBAR stand for?

Self-introduction; providing the information of the patient; Identifying the doctor in charge

What does the S in ISBAR stand for?

Situation: Explaining the current situation of the patient and his/her reason for staying

What does the B in ISBAR stand for?

Background: Handing over the important medical and social background relating to this admission

What does the A in ISBAR stand for?

Assessment: Observing and assessing the situation of the patient; Keeping a clear record

What does the R in ISBAR stand for?

Recommendations: Identifying any problem in the current patient care; providing suggestions for the caregiver of next shift