Effective Communication in Nursing Practice, Exams of Nursing

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NUR 300-Communication Questions With Complete Solutions 5 parts of the communication process -Stimulus or referent -Sender or source of message (encoder) -Message itself -Medium or channel of communication -Receiver (decoder) forms of communication Verbal (language) Nonverbal (body language): -Facial expressions, touch, eye contact -Posture, gait, gestures -General physical appearance -Mode of dress and grooming -Sounds, silence (which can be good or bad) -Electronic communication -avoid negative body language four levels of communication intrapersonal interpersonal group small group

intrapersonal (levels of communication) self talk ; communication within a person interpersonal (levels of communication) occurs between two or more people with a goal to exchange messages group (levels of communication) when you have a group you have group dynamics and sometimes the group does not always agree small group (levels of communication) committee focuses, organizational communication, group dynamics factors influencing communication -developmental level -gender -sociocultural differences -roles and responsibilities -space and territoriality -physical, mental and emotional state

0-18 inches from patient -most often for nurses personal space 18in - 4ft from patient -typically where we sit from the patient social space 4-12ft -typically when your in a group (like a lecture) public space

12 ft like when your public speaking physical, mental and emotional state (factors influencing communication) if someone is cold or too hot you don't go into the room to do education with them. You don't want to bring up unnecessary topics at inappropriate times environment (factors influencing communication) politely try to quiet the area as best as you can -also you have to be conscious about light, you should turn the lights on so the patient can see you the helping relationship

Built on the patient's needs -The nurse is the helper, and the patient is the person being helped -First impressions mean a lot -Communication establishes a rapport and a helping-trust relationship -Purposeful and time limited -Nurse is accountable for the outcomes and the means used to attain them -Assure that you preform your tasks on a timely manner phases of the helping relationship -orientation phase -working phase -termination phase goals of the orientation phase -Establish tone and guidelines for the relationship -Identify each other by name -Clarify roles of both people -Establish an agreement about the relationship -Provide the patient with orientation to the health care system -Explain the plan and talk about goals goals of the working phase -Work together to meet the patient's needs -Provide whatever assistance is needed to achieve each goal

-Patient vs. task focus -Utilization of nursing observations -Optimal pacing developing conversation skills -Control the tone of your 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 developing listening 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 interviewing techniques

Open-ended questions or comments -"Tell me more about that?" Closed questions or comments -"Did you eat your dinner tonight?" Validating questions or comments Clarifying questions or comments Reflective questions or comments -"You look sad today, could you tell me what is going on?" Sequencing questions or comments Directing questions or comments agressive behavior -Involves asserting one's rights in a negative manner that violates the rights of others -Can be verbal or physical -Communication is marked by tension and anger, inhibiting the formation of good relationships and collaboration -Characteristics include using an angry tone of voice, making accusations, and demonstrating belligerence and intolerance -Focus is usually "winning at all costs." blocks to communication -Failure to perceive the patient as a human being -Failure to listen -Nontherapeutic comments and questions -Using clichés -Using closed questions

(health care team communication techniques) S: situation - whats going on B: background - the information about why you are calling A: assessment - assessing the symptoms and new findings (i think my patient has...) R: recommendation - what you think your patient needs call out (health care team communication techniques) Used most often in an emergency situation -Informs all team members at the same time -Has a 'leader' check back (health care team communication techniques) Repeating back what someone has said to you for accuracy and clarity -This ensures that you have all the correct information handoff (health care team communication techniques) Transfer of information, authority and responsibility -You cannot leave the patient until they are handed off to someone else -I PASS the BATON I PASS the BATON

I: introduction P: patient A: assessment S: situation S: saftey the B: background A: actions T: timing O: ownership N: next I: introduction (I PASS the BATON) Introduce yourself and your role/job (patient too) P: patient (I PASS the BATON) Name, identifiers, age, sex, location A: assessment (I PASS the BATON) Present chief complaint, vital signs, symptoms, and diagnosis S: situation

N: next (I PASS the BATON) What will happen next? Anticipated changes? What is the plan? Are there contingency plans? huddle (health care team communication techniques) having a meeting with team members to discuss a patient status or change in plan two challenge rule (health care team communication techniques) Being assertive enough to let the team know you feel something is wrong and want to stop whatever is going on -Must make your concerns known twice CUS (health care team communication techniques) C- i am concerned U- i am uncomfortable S- this is a safety issue CLEAR (health care team communication techniques) holistic approach to communication

C - Center yourself L - Listen wholeheartedly to the patient E - Empathize -What is the patient feeling -Let the patient know you understand A - Attention -Be fully present with the patient - don't be off somewhere else R - Respect -Yourself, the patient/family, their culture, values, diversity