202- Exam 2:: Communication Models and Processes

Shannon-Weaver Model

A communication model including sender, encoder, channel, decoder, receiver, and noise. Sender-Channel-Noise

Schramm’s Model

A communication model that emphasizes feedback between sender and receiver.

Berlo’s SMCR Model

A model consisting of Sender, Message, Channel, and Receiver (S.M.C.R)

Verbal Communication

Communication using spoken words, either face-to-face or over the phone.
Example: Explaining discharge instructions verbally to a patient.

Non-Verbal Communication

Communication through body language, facial expressions, posture, and eye contact.

Example: A patient avoiding eye contact and crossing arms may indicate discomfort or anxiety.

Passive Communication

Avoiding conflict by saying nothing or agreeing without expressing personal needs.
Example: A nurse agreeing to extra shifts despite feeling overwhelmed.

Assertive Communication

Clear, honest communication that respects both personal rights and the rights of others.
Example: “I can’t stay late today, but I can help tomorrow.”

Aggressive Communication

Communication that is verbally or physically abusive toward others.
Example: Yelling at a coworker for making a mistake.

Passive-Aggressive Communication

Indirect expression of anger through subtle or secretive behaviors.
Example: Saying “fine” but intentionally not completing assigned tasks.

Open-Ended Questions

Questions that require more than a yes/no answer and encourage discussion.
Example: “Can you tell me how your pain feels right now?”

Reflecting Feelings

Stating observations to show empathy (e.g., “You seem upset”).
Example: “You sound really worried about your diagnosis.”

Staying with the Client

Remaining present with a distressed or grieving patient to provide support.
Example: Sitting quietly with a patient who just received bad news.

Motivational Interviewing (OARS)

A technique using Open-ended questions, Affirmations, Reflective listening, and summarizing to promote behavior change.
Example: “What makes you want to quit smoking?”

Asking "Why" (Non-Therapeutic)

A question style that can feel judgmental and make the client defensive.
Example: “Why didn’t you take your medication?”

False Reassurance (Non-Therapeutic)

Providing unrealistic comfort that minimizes feelings.
Example: “Don’t worry, everything will be fine.”

Giving Opinions/Personal Experiences (Non-Therapeutic)

Shifting focus away from the client by sharing personal views or stories.shifting
Example: “When I was sick, I handled it like this…”

Most Therapeutic Response

A response that uses open-ended questions and acknowledges the patient’s feelings.
Example: “You seem anxious—can you tell me what’s worrying you?”

Barriers to Communication

Factors that prevent effective understanding of a message.
Example: A patient in severe pain unable to focus on teaching.

Language Barrier

Difficulty communicating due to differences in language.
Example: A Spanish-speaking patient without an interpreter.

Sensory Impairment Barrier

Communication difficulty due to hearing or speech impairments.
Example: A patient with hearing loss not using hearing aids.

Emotional Barrier

Communication disruption due to fear, anxiety, or depression.
Example: A patient too anxious to understand discharge instructions.

Environmental Barrier

External distractions interfering with communication.
Example: Loud TV playing while teaching medications.

PIE Documentation

Problem, Intervention, Evaluation format.
Example: Problem: Pain 8/10; Intervention: Administered meds; Evaluation: Pain 3/10.

SOAP Documentation

Subjective, Objective, Assessment, Plan format.
Example: Subjective: “I feel dizzy”; Objective: BP 90/60; Assessment: Hypotension; Plan: Increase fluids.

DAR (Focus Charting)

Data, Action, Response format.
Example: Data: SOB; Action: Oxygen applied; Response: Breathing improved.

SBAR

Situation, Background, Assessment, Recommendation communication tool.
Example: Calling provider about sudden chest pain.

FACT Acronym

Documentation must be Factual, Accurate, Complete, and Timely.
Example: Chart exact pain score instead of saying “patient feels better.”

Objective Documentation

Recording observable and measurable data instead of opinions.
Example: “Patient walked 20 feet” instead of “patient is doing well.”

Correcting Documentation Errors

Draw a single line through the error, label it, add initials/date/time; never use white-out.

EHR Privacy

Protect patient information by logging off and not sharing passwords.
Example: Logging out before leaving the nurse’s station.

Cognitive Domain

Learning involving understanding and remembering information.
Example: Patient explains signs of infection.

Affective Domain

Learning involving feelings, beliefs, and values.
Example: Patient expresses fear about surgery.

Psychomotor Domain

Patient demonstrates insulin injection.

Teach-Back Method

Asking the patient to repeat or demonstrate information to confirm understanding.
Example: “Can you show me how you will take this medication?”