Effective Communication and the Professional Nurse
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102 Terms
What is communication?
The transfer of information between people.
When does communication occur?
Communication is always occurring, even when people are not speaking.
How can information be shared?
Through words, body language, emotions, technology, or equipment.
Who shares information during communication?
The sender and the receiver.
Why are communication skills important for nurses?
They help prevent errors and keep clients safe.
What communication goal is included in The Joint Commission's safety goals?
Improve communication among caregivers.
What can unclear messages between health care team members cause?
Medical errors and reduced client safety.
Why can nursing messages be difficult to communicate?
They may be complex, emotional, and shared with people from different cultures and educational backgrounds.
What must nurses understand about communication?
Nurses must understand how communication works and what factors can change or distort a message.
What should a nurse watch for when communicating with a client?
Signs that the client does not understand the message.
Who created an early communication model in 1948?
Shannon and Weaver.
What type of model was the original Shannon-Weaver model?
A technical, linear communication model.
What did the Shannon-Weaver model provide?
A foundation for later communication models.
What are the six 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 used to change or transmit the message.
What is the channel?
The method through which the message travels, such as a phone or computer.
What is the decoder?
The part that changes the signal back into a message.
What is the receiver?
The person who receives the message.
What is noise in communication?
Any environmental distraction that interferes with the message.
In the translation-app example, who is the sender?
The nurse.
In the translation-app example, what is the encoder?
The translation application.
In the translation-app example, what is the channel?
The computer.
In the translation-app example, who is the receiver?
The home health client.
In the translation-app example, what is the decoder?
The client's mobile device.
In the translation-app example, what is the noise?
Poor reception that makes the instructions hard to understand.
Who modified the Shannon-Weaver model in 1954?
Wilbur Schramm.
What are the three main parts of Schramm's model?
Sender, receiver, and message.
How does Schramm's model describe communication?
As an active process in which messages go back and forth.
What important concept did Schramm's model add?
Feedback.
What is feedback?
A response that shows how the receiver understood the message.
Why is feedback important in nurse-client communication?
It tells the nurse whether the client understood the information.
What should the nurse do if a client gives no verbal or positive nonverbal feedback?
Check the client's understanding before continuing.
What is Theodore Newcomb's communication model also called?
The ABX model.
What does the ABX model study?
The social role of communication and relationships.
What are the three parts of the ABX model?
Sender, receiver, and topic.
What do A, B, and X represent in the ABX model?
A is the sender, B is the receiver, and X is the topic.
Does the ABX model have a separate message section?
No. Arrows show the back-and-forth exchange.
What can X represent in the ABX model?
A subject or even another person.
Where can the ABX model be used in health care?
Nurse-client and interprofessional communication.
In the order-entry example, what does A represent?
The nurse.
In the order-entry example, what does B represent?
The provider.
In the order-entry example, what does X represent?
The new computer-based prescription system.
What is David K. Berlo's communication model called?
The SMCR model.
What does SMCR stand for?
Sender, message, channel, and receiver.
What is the sender in the SMCR model?
The person or source that starts the message.
What is the message in the SMCR model?
The information or topic being sent.
What is the channel in the SMCR model?
The method used to send the message.
What is the receiver in the SMCR model?
The person to whom the message is sent.
What factors does the SMCR model include?
Factors that can help or interfere with communication.
Is the SMCR model one-way or two-way?
It is a one-way communication model.
Does the SMCR model include feedback?
No. It does not include feedback or a communication cycle.
What is a health care example of the SMCR model?
A facility sends clients an instructional video about surgery.
In the surgery-video example, what is the sender?
The health care facility.
In the surgery-video example, what is the receiver?
Clients scheduled for joint surgery.
In the surgery-video example, what is the channel?
The informational video.
In the surgery-video example, what is the message?
What to expect before, during, and after surgery.
Why is the surgery-video example one-way communication?
The client cannot ask questions at that time.
What are the five levels of communication?
Verbal, physical, auditory, emotional, and energetic.
What is verbal communication?
The words a person says.
What is physical or nonverbal communication?
Body language, posture, facial expressions, and gestures.
What negative nonverbal behaviors can affect communication?
Avoiding eye contact, appearing uninterested, folding the arms, or slouching.
Can body language be unconscious?
Yes. It often shows feelings without the person realizing it.
Which message is usually stronger when verbal and nonverbal messages conflict?
The nonverbal or physical message.
What factors should nurses consider when reading body language?
Culture, age, language, physical limitations, and developmental level.
What is therapeutic communication?
Communication that helps the client and builds trust.
Why are health care providers trained in therapeutic communication?
To communicate better with clients and team members.
How can an empathetic tone affect a client?
It can reduce stress and encourage honest communication.
Why might people understand the same tone or body language differently?
Culture, gender, stress, and communication style can affect how people understand it.
Why should nurses study interpersonal communication?
To improve skills, prevent errors, and build better relationships.
What is auditory communication?
What the receiver hears when the sender speaks.
What parts of speech are included in auditory communication?
The speaker's speed and tone of voice.
What can interfere with auditory communication?
Physical or intellectual disabilities and outside noise, such as medical equipment.
Why might a client not participate in a discussion?
The client may not hear the nurse or may misunderstand the message.
About how many people worldwide have some degree of hearing loss?
About 1.6 billion people.
Why must nurses recognize hearing loss?
To make sure communication with the client is effective.
How should a nurse position themselves when speaking to a client with hearing loss?
Face the client so the client can see the nurse's face and lips.
How should a nurse speak to a client with hearing loss?
Speak clearly and at a moderate pace.
What visual strategies help a client with hearing loss?
Use pictures and examples (visual cues and models) when possible.
How should important information be given to a client with hearing loss?
Write it down when needed.
Why should the nurse avoid speaking over other people?
It creates confusion and makes the message harder to hear.
How can technology help clients who are deaf or hard of hearing?
It can provide tools and interpretation services that improve communication.
What sign-language services can LanguageLine offer?
American Sign Language (ASL) and British Sign Language (BSL) interpretation.
What is emotional communication?
The speaker's emotional state while giving a message.
How can a speaker's emotions affect communication?
The emotions can transfer to the listener and change how the message is received.
How are messages with negative emotions or a condescending attitude usually received?
Poorly.
What does condescending mean?
Speaking as if another person is less intelligent or less important.
How can empathy affect nurse-client communication?
It helps build trust and a positive relationship.
Why are emotions especially important during difficult health care conversations?
Fear and anxiety can help or block communication.
What is an example of a difficult emotional health care conversation?
Discussing end-of-life issues with a client or family.
What is energetic communication?
How a person projects themselves to others.
How can energetic communication change how the same information is received?
A warm presence may feel supportive, while a cold presence may feel uncaring.
How should nurses present themselves when communicating?
With care, compassion, and empathy.
What is empathy?
Understanding and responding to another person's feelings.
How does empathy affect a nurse's message?
It helps the message be received more positively.
What is another meaning of energetic communication in the body?
The body's bioelectric energy and its possible effects on health and communication.
How can a client's emotional state affect physical health?
Emotions can influence electrical impulses and physical responses in the body.
What is HeartMath?
A complementary technique that teaches the connection between emotions and communication between the heart and brain.
What does HeartMath use to teach clients?
Biofeedback from monitoring devices.
What does HeartMath biofeedback show?
How positive and negative emotions affect the heart's electrical activity.