Communication Skills - Chapter 5

Vocabulary flashcards covering key terms from the lecture notes on Communication Skills.

Communication

The process of exchanging information between people, involving a sender, a message, and a receiver in a two-way flow.

Verbal communication

Transmission of messages through spoken or written language (including sign language).

Nonverbal communication

Conveying meaning through facial expressions, gestures, body language, and tone of voice.

Sender

The person who creates and delivers the message.

Receiver

The person who receives the message and provides feedback.

Feedback

The receiver's response that indicates understanding or signals need for clarification.

Active listening

Fully concentrating on what the speaker is saying, understanding, and responding with minimal interruption.

Open-ended questions

Questions that require more than a yes/no answer, encouraging detailed responses.

Closed-ended questions

Questions that can be answered with a short response, such as yes or no.

Clarity of message

A message that is clear, understandable, and free of ambiguity.

Rephrase

Restating the speaker's message in your own words to confirm understanding.

Eye contact

Looking at the speaker at an appropriate level to show attention and interest.

Body language

Nonverbal cues such as posture, gestures, facial expressions that convey meaning.

Positive body language

Affirming signals like facing the person, nodding, and maintaining appropriate eye contact.

Negative body language

Unfriendly or distracting signals such as crossing arms, tapping feet, or avoiding eye contact.

Tone of voice

The vocal quality that reflects emotion or attitude and can affect message reception.

Touch

Physical contact used to comfort or reassure; should be appropriate and respectful.

Blocks to effective communication

Common obstacles such as not listening, interrupting, judging, assuming, improper addressing, baby talk, and failing to acknowledge communication difficulties.

Conflict

Differences of opinion or goals that can make communication uncomfortable.

Conflict resolution

The process of resolving disagreements by focusing on the issue and reaching agreement (or agreeing to disagree).

Telephone etiquette

Polite, respectful use of the telephone and knowledge of facility policies.

Social media concerns

Policy and confidentiality considerations; HIPAA compliance and monitoring of social media use.

Subjective data

Information reported by the patient about symptoms and experiences.

Objective data

Observed signs and measurements collected by the health care team.

Report

To communicate information to the nurse for patient care.

Record (charting)

To document information so it can be shared with other health care team members.

Medical records (chart)

A legal document containing patient identifying information, current condition, treatments, responses, and medical history; includes admission, history, orders, MAR, progress notes, and more.

Electronic Health Record

A computerized system for managing patient health information; advantages include confidentiality and accessibility; replaces paper records.

Kardex

A concise, quick-reference information system used in patient care.

Nursing process

A systematic problem-solving method used in nursing: Assessment, Diagnosis, Planning, Implementation, Evaluation.

Interdisciplinary care plan

A care plan developed collaboratively across multiple health care disciplines.

Quality health care

Care that is effective and safe, supported by clear, timely communication among the care team.

Communication chain

The flow of information among patient, nursing assistants, nurses, and the health care team; each link plays a role.

Observation

Data gathered from both subjective reports (symptoms) and objective signs (observed data).