Online Exam 2 - Communication
The communication process - the berlo model
Communication in a 5 step cycle
1. Something happens (stimulus)- you decide to say something
2. Sender- you speak
3. Message- what you say
4. Channel- how you say it (talking, texting, body language)
5. Receiver- the other person hears and interprets it
6. Feedback- they respond so you know they understood
Ex; you tell a patient that their blood pressure is a little high today
You- sender
Words- message
Talking- channel
Patient- receiver
Patient says “is that dangerous”- feedback
Forms of communication-
Verbal- words you speak
Ex; are you having pain
Nonverbal- body language, facial expression, tone, posture
Ex; saying youre fine but youre crying
4 levels of communication-
Intrapersonal (self talk)- talking to yourself
Ex; “okay you studied, you're ready for this exam”
Interpersonal (between two people)-
Ex; you explaining a medication to a patient
Group (small groups)-
Ex; nurses discussing a care plan
Organizational (hospital wide communication)-
Ex; administration sending policy changes
Factors that affect communication- Things that can change how someone communicates
● Age
● Culture
● Emotions
● Illness
● Environment
● Values
Ex; a patient may snap at you, not because they're rude, but because they're hurting
, Communication barriers- things that block understanding
● Language barrier
● Hearing loss
● Confusion (dementia)
● Stroke affecting speech
● Cultural differences
Ex; never assume a nod means understanding, they may just be being polite
Cultural considerations- touch means different things in different cultures
Ex; some cultures see touch as comforting, others see it as inappropriate
Always assess first
Therapeutic Relationship (nurse-patient relationship)
It is NOT a friendship
It has to be-
● Professional
● Goal-oriented
● Time limited
● Focused on the patient
Its unequal because-
● The nurse has professional knowledge and the pt is vulnerable
Phases of the therapeutic relationship
Orientation phase (beginning)-
● Introduce yourself
● Explain your role
● Identify goals
● Set expectations
Working phase (middle)-
● You teach
● Give meds
● Provide support
● Help meet goals
Termination phase (end)-
● Review goals
● Say goodbye
● Process feelings
Therapeutic communication techniques (good techniques)-
These encourage patients to talk
Ask open ended questions, reflect, explore, silence, restate
The communication process - the berlo model
Communication in a 5 step cycle
1. Something happens (stimulus)- you decide to say something
2. Sender- you speak
3. Message- what you say
4. Channel- how you say it (talking, texting, body language)
5. Receiver- the other person hears and interprets it
6. Feedback- they respond so you know they understood
Ex; you tell a patient that their blood pressure is a little high today
You- sender
Words- message
Talking- channel
Patient- receiver
Patient says “is that dangerous”- feedback
Forms of communication-
Verbal- words you speak
Ex; are you having pain
Nonverbal- body language, facial expression, tone, posture
Ex; saying youre fine but youre crying
4 levels of communication-
Intrapersonal (self talk)- talking to yourself
Ex; “okay you studied, you're ready for this exam”
Interpersonal (between two people)-
Ex; you explaining a medication to a patient
Group (small groups)-
Ex; nurses discussing a care plan
Organizational (hospital wide communication)-
Ex; administration sending policy changes
Factors that affect communication- Things that can change how someone communicates
● Age
● Culture
● Emotions
● Illness
● Environment
● Values
Ex; a patient may snap at you, not because they're rude, but because they're hurting
, Communication barriers- things that block understanding
● Language barrier
● Hearing loss
● Confusion (dementia)
● Stroke affecting speech
● Cultural differences
Ex; never assume a nod means understanding, they may just be being polite
Cultural considerations- touch means different things in different cultures
Ex; some cultures see touch as comforting, others see it as inappropriate
Always assess first
Therapeutic Relationship (nurse-patient relationship)
It is NOT a friendship
It has to be-
● Professional
● Goal-oriented
● Time limited
● Focused on the patient
Its unequal because-
● The nurse has professional knowledge and the pt is vulnerable
Phases of the therapeutic relationship
Orientation phase (beginning)-
● Introduce yourself
● Explain your role
● Identify goals
● Set expectations
Working phase (middle)-
● You teach
● Give meds
● Provide support
● Help meet goals
Termination phase (end)-
● Review goals
● Say goodbye
● Process feelings
Therapeutic communication techniques (good techniques)-
These encourage patients to talk
Ask open ended questions, reflect, explore, silence, restate
