Concepts: exam 3 - study guide ch 8

communication

The imparting or exchanging of information or news; basic human skill; between two or more people

initiated based on stimulus, source begins process, message, channel of communication, receiver translates message, confirmation of the message provides feedback

steps of the communication process (berlo)

message

communication product from the source

auditory, visual, kinesthetic

channel of communication

receiver

translates and interprets the message being received

verbal and nonverbal

2 types of communication

depends on understanding of language

verbal

facial expressions, gestures, eye contact, touch, space, time, boundaries, body movements, posture, gait, general

nonverbal

gait

to walk

electronic, social media, email, text, telehealth, telemedicine

communication technologies

ANA and NCSBN

_______ and _______ have issued guidelines for RNs regarding use of social media

intrapersonal, interpersonal, group

levels of communication

intrapersonal

Self-talk; communication within a person

interpersonal

occurs between two or more people with a goal to exchange messages

group

small group, organizational communication, group dynamics

development level, sociocultural differences, roles and responsibilities, physical, mental, emotional state, values, environment

factors that affect communication

personal, social, public

zones of space

personal zone

friends

social zone

work

public zone

in public

orientation phase, working phase, termination phase

phases of therapeutic relationship

orientation phase

when the nurse and the patient meet and get to know each other

working phase

when the nurse and the patient work together to solve problems and accomplish goals

termination phase

The final, integral phase of the nurse-patient relationship.

disposition traits

way of behaving

Warmth and friendliness

Openness and respect

Empathy

Honesty, authenticity, trust

Caring

Competence

dispositional traits

rapport builders

feeling of mutual trust experienced by people in a satisfactory relationship

Specific objectives

Comfortable environment

Privacy

Confidentiality

Patient vs. task focus

Utilization of nursing observations

Optimal pacing

rapport builders

control the tone of you voice

be knowledgeable about the topic of conversation

be flexible

be clear and concise

avoid words that might have different interpretations

be truthful

keep an open mind

take advantage of available opportunities

conversation skills

Sit when communicating with a patient

Be alert and relaxed and take your time

Keep the conversation as natural as possible

Maintain eye contact if appropriate

Use appropriate facial expressions and body gestures

Think before responding to the patient

Do not pretend to listen

Listen for themes in the patient's comments

Use silence, therapeutic touch, and humor appropriately

listening skills

Open-ended questions or comments

Closed questions or comments

Validating questions or comments

Clarifying questions or comments

Reflective questions or comments

Sequencing questions or comments

Directing questions or comments

interviewing techniques

Confident; open body posture; eye contact

Use of clear, concise "I" statements

Ability to share effectively one's thoughts, feelings,

and emotions

Working to capacity with or without supervision

Remaining calm under supervision

Asking for help when necessary

Giving and accepting compliments

Admitting mistakes and taking responsibility for

them

characteristics of assertive nurses self preparation

negative manner that violates the rights of others, verbal and physical, tension and anger, angry voice, condescending, threatening, wants to win at all costs

aggressive behavior

Failure to perceive the patient as a human being

Failure to listen

Nontherapeutic comments and questions

Using clichés

Using closed questions

Using questions containing the words "why" and "how"

Using questions that probe for information

Using leading questions

Using comments that give advice

Using judgmental comments

Changing the subject

Giving false assurance

Using gossip and rumors

Using disruptive interpersonal behavior

blocks to communication

incivility

rude, intimidating, and undesirable behavior directed at another person

horizontal violence

anger and aggressive behavior between nurses or nurse-to-nurse hostility

lateral violence, nurse bullying, professional incivility

3 types of horizontal violence

lateral violence

verbal, emotional, or physically abusive behavior of a registered nurse toward another staff member

nurse bullying

Repeated aggressive behavior towards a nurse.

professional incivility

Disrespectful behavior among healthcare professionals.

workplace violence

Violent acts (including assault and threat of assault) directed toward persons at work or while on duty