- Parts of Verbal Communication:
- Denotative and Connotative
- Pacing
- Clarity and Brevity
-Timing and Relevance
- Intonation
- Vocabulary
- Parts of Non-Verbal Communication:
- Gait
- Posture
- Gestures
- Facial Expressions
- Eye contact
- Posture
- Sounds
- Personal space
Elements of Professional Communication: Courtesy (good manners), Use
of names (self introduction, stating, asking for pronouns, no terms of
endearment), Trustworthiness (demonstrate how you are true to word , by
being reliable and consistent)
Therapeutic Communication: Dynamic process that occurs between
healthcare workers and providers and patient/family to achieve health care
oriented goals
Therapeutic Communication Techniques:
- Active listening: SOLER (sit facing patient, open posture, lean toward
patient, establish and maintain eye contact, relax)
- Sharing observations: when you share observations of the patient,
promotion communication on behalf of the patient
- Sharing Empathy: empathy being the ability to emotionally and
intellectually understand another person’s reality
- Sharing hope: never share false hope, but focus on sharing hope by
focusing on positives
- Sharing humor
, - Sharing feelings: encourage patients to express emotions by making
observations, acknowledging feelings, encouraging communication,
healthy self expression
- Using touch: prevent feelings of isolation by placing hand on a
patient’s hand or shoulder in certain situations
- Using silence: useful in certain situations when patients need to make
decisions, allow time to process feelings
- Providing information: factual information provided makes patient feel
involved and informed about their care
- Clarifying
- Focusing: allowed you to focus on certain aspect of the patient, don’t
interrupt during patient storytelling
- Paraphrasing: restating in own words what you believe patients are
saying
- Asking relevant questions
- Summarizing: concise review of key aspects of interaction
- Self disclosure: nurse shares the feelings of the patient
- Confrontation: useful in establishing what the patient really wants
-
Nontherapeutic Communication Techniques:
- Asking personal questions: some are not appropriate (ex: married,
kids and etc)
- Giving personal opinions: ex: If i were you, I would - takes
decision-making power away from patient
- Changing the subject: shows lack of crying and interest in patient
- Automatic responses: stereotypes and cliches
- False reassurance: never tell them or promise everything will be okay
- Sympathy: never feel bad for patient, you will lose objectivity
- Asking for explanations: comes off as accusatory, patients may feel
like you’re testing them
- Approval or disapproval: always remain neutral regarding decisions
- Defensive responses: nurses may experience criticism from patient
when patients are in hospital - often not happy about being hospital -
when things don’t go how they like - they may criticize your action
- Passive or aggressive responses: avoid both scenarios
, - Arguing: never argue even if you disagree with your patient - always
remain neutral
Communication adaptations:
- Patients who can’t speak clearly - communication aids
- “ cognitively impaired - reduce distractions
- “ hearing impaired: speak at normal value - no shouting check for
aids
- “ visually impaired - identify yourself, do not rely on nonverbal
communication
- “ who are unresponsive - always assume patients can hear you
- “ patients who do not speak english - provide an interpreter
Symbolic communication: the verbal and non-verbal symbolism used by
others to convey meaning (Ex: art and and music)
Metacommunication: A broad term that refers to all factors that influence
how a message is perceived by other people
- Zones of Personal Space: Intimate, personal, social and public
- Zones of touch: Social, consent, vulnerable, intimate
→ Types of Professional Nursing Relationship Types:
- Nurse-patient helping relationships: this relationship can be
strengthened with the incorporation of narrative interactions which is
when nurses encourage patients to share personal stories→
understand context of patient’s life and what is meaningful to them
- Steps of Nurse patient helping relationships:
- Preinteraction: reviews data, anticipates health concerns, talks to
other caregivers, planning for orientation
- Orientation nurse and patient ge to know each other, assess
patient’s health status, prioritize patient’s problems, clarify roles
- Working: patient and nurse work together to achieve goals
- Termination: end of relationship, evaluates whether goals were
achieved
- Nurse-family relationships
- Nurse-community relationships
- Denotative and Connotative
- Pacing
- Clarity and Brevity
-Timing and Relevance
- Intonation
- Vocabulary
- Parts of Non-Verbal Communication:
- Gait
- Posture
- Gestures
- Facial Expressions
- Eye contact
- Posture
- Sounds
- Personal space
Elements of Professional Communication: Courtesy (good manners), Use
of names (self introduction, stating, asking for pronouns, no terms of
endearment), Trustworthiness (demonstrate how you are true to word , by
being reliable and consistent)
Therapeutic Communication: Dynamic process that occurs between
healthcare workers and providers and patient/family to achieve health care
oriented goals
Therapeutic Communication Techniques:
- Active listening: SOLER (sit facing patient, open posture, lean toward
patient, establish and maintain eye contact, relax)
- Sharing observations: when you share observations of the patient,
promotion communication on behalf of the patient
- Sharing Empathy: empathy being the ability to emotionally and
intellectually understand another person’s reality
- Sharing hope: never share false hope, but focus on sharing hope by
focusing on positives
- Sharing humor
, - Sharing feelings: encourage patients to express emotions by making
observations, acknowledging feelings, encouraging communication,
healthy self expression
- Using touch: prevent feelings of isolation by placing hand on a
patient’s hand or shoulder in certain situations
- Using silence: useful in certain situations when patients need to make
decisions, allow time to process feelings
- Providing information: factual information provided makes patient feel
involved and informed about their care
- Clarifying
- Focusing: allowed you to focus on certain aspect of the patient, don’t
interrupt during patient storytelling
- Paraphrasing: restating in own words what you believe patients are
saying
- Asking relevant questions
- Summarizing: concise review of key aspects of interaction
- Self disclosure: nurse shares the feelings of the patient
- Confrontation: useful in establishing what the patient really wants
-
Nontherapeutic Communication Techniques:
- Asking personal questions: some are not appropriate (ex: married,
kids and etc)
- Giving personal opinions: ex: If i were you, I would - takes
decision-making power away from patient
- Changing the subject: shows lack of crying and interest in patient
- Automatic responses: stereotypes and cliches
- False reassurance: never tell them or promise everything will be okay
- Sympathy: never feel bad for patient, you will lose objectivity
- Asking for explanations: comes off as accusatory, patients may feel
like you’re testing them
- Approval or disapproval: always remain neutral regarding decisions
- Defensive responses: nurses may experience criticism from patient
when patients are in hospital - often not happy about being hospital -
when things don’t go how they like - they may criticize your action
- Passive or aggressive responses: avoid both scenarios
, - Arguing: never argue even if you disagree with your patient - always
remain neutral
Communication adaptations:
- Patients who can’t speak clearly - communication aids
- “ cognitively impaired - reduce distractions
- “ hearing impaired: speak at normal value - no shouting check for
aids
- “ visually impaired - identify yourself, do not rely on nonverbal
communication
- “ who are unresponsive - always assume patients can hear you
- “ patients who do not speak english - provide an interpreter
Symbolic communication: the verbal and non-verbal symbolism used by
others to convey meaning (Ex: art and and music)
Metacommunication: A broad term that refers to all factors that influence
how a message is perceived by other people
- Zones of Personal Space: Intimate, personal, social and public
- Zones of touch: Social, consent, vulnerable, intimate
→ Types of Professional Nursing Relationship Types:
- Nurse-patient helping relationships: this relationship can be
strengthened with the incorporation of narrative interactions which is
when nurses encourage patients to share personal stories→
understand context of patient’s life and what is meaningful to them
- Steps of Nurse patient helping relationships:
- Preinteraction: reviews data, anticipates health concerns, talks to
other caregivers, planning for orientation
- Orientation nurse and patient ge to know each other, assess
patient’s health status, prioritize patient’s problems, clarify roles
- Working: patient and nurse work together to achieve goals
- Termination: end of relationship, evaluates whether goals were
achieved
- Nurse-family relationships
- Nurse-community relationships
