Intro: Chapter 12, Communication and Collaboration in Professional Nursing

Up to ___ percent of serious medical errors can be attributed to miscommunication 

80

Joseph Priestley:

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

George Bernard Shaw:

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

Peplau (1952) Interpersonal Relations:

• Nurse pioneer

• 1952- book- Interpersonal Relations (Nurse/Patient/Relationship)

• “Therapeutic use of self” 

  • Orientation phase: trust

  • Working phase: tasks

  • Termination phase

Key elements impacting communication and collaboration:

• SELF AWARENESS

• PROFESSIONAL BOUNDARIES

  • Social vs. professional relationships

• AVOID STEREOTYPES

• REFLECTIVE PRACTICE

• NON - JUDGMENTAL

  • acceptance

• PATIENT CENTERED CARE

  • Caring is key 

5 Elements of the Communication Process:

Operations in communication process:

• PERCEPTION

• EVALUATION

• TRANSMISSION

• Individualized and impacted by gender, age, culture, interest, mood, value, clarity, length of message, feedback, intellect, sociocultural conditioning….very complex 

Communication Theory:

• Verbal Communication: Talking or writing to share information.

• Congruence: When your words match your body language.

• Nonverbal Communication: Using body language, like facial expressions or gestures, to communicate without words.

Development of Human Communication:

1. Somatic Language: Communicating through body movements, like gestures and facial expressions.

2. Action Language: Communicating through actions, like waving or shaking hands.

3. Verbal Language: Communicating using words, either spoken or written.

Successful Communication:

• Feedback

• Appropriateness

• Efficiency

• Flexibility

Communication Skills:

• ACTIVE LISTENING

• OPEN POSTURE

• EMPATHY

• OPEN ENDED QUESTIONS

• GIVING INFORMATION

• REFLECTION

• SILENCE

• LANGUAGE BARRIERS

Why does communication fail?

• Fail to see uniqueness of individual

• Fail to recognize level of meaning

• Use value statements and clichés

• False reassurance

• Failure to clarify

• Ineffective use of electronic communication devices

• Failure to value culture or generation differences

ISBAR:

• Introduction

• Situation

• Background

• Assessment 

• Recommendation

ISBAR Defined:

• I - Introduction: Identify yourself, your role, and the patient.

  • Example: "Hi, this is Nurse Jane Doe, calling about Mr. John Smith in Room 12."

• S - Situation: Describe the situation or reason for communication.

  • Example: "Mr. Smith is experiencing shortness of breath and his oxygen levels have dropped."

• B - Background: Provide relevant background information about the patient’s condition.

  • Example: "Mr. Smith has a history of COPD and is currently on 2L of oxygen."

• A - Assessment: Share your assessment or findings.

  • Example: "His oxygen saturation is 88%, and he is tachypneic at 24 breaths per minute."

• R - Recommendation: Offer a recommendation or request for action.

  • Example: "I recommend increasing his oxygen to 4L and possibly contacting the doctor for further evaluation."

Leadership: