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COMMUNUICATION

COMMUNUICATION. Prepared by Sally McDonald. DEFINITION. essentially communication is the generating & transmitting of information this is a reciprocal process that consists of the sending and receiving of messages between two or more people. Linear Communication.

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COMMUNUICATION

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  1. COMMUNUICATION Prepared by Sally McDonald

  2. DEFINITION • essentially communication is the generating & transmitting of information • this is a reciprocal process that consists of the sending and receiving of messages between two or more people

  3. Linear Communication • for this to occur you need the following: • a source (encoder) • a message • a channel (or medium, such as the written or spoken word) • a receiver (decoder) • feedback

  4. Linear Communication

  5. Transactional Model • A transactional model expands on the linear model to include the • context of communication • feedback loops • validation

  6. Reciprocal Nature of Interpersonal Communication

  7. Reciprocal Nature of Interpersonal Communication

  8. LEVELS OF COMMUNICATION • Intrapersonal: “self-talk” • Interpersonal: two or more people interact & exchange messages • Small Group: nurses interact with 2 or more individuals (patient care conference, report) • Organizational: individuals & groups within organization communicate to achieve established goals

  9. CATEGORIES OF COMMUNICATION • Oral • Written • Nonverbal

  10. PURPOSES OF COMMUNICATION • to inquire • to inform • to persuade • to develop goodwill

  11. COMMUNICATION GOALS • Obtain useful information • Develop trust, show caring • Aid patient self-understanding • Relieve stress • Provide information & problem solving skills • Encourage acceptance of responsibility • Encourage activities of daily living

  12. PROMOTING EFFECTIVE COMMUNICATION • There are essential qualities of the nurse-patient relationship that promote effective communication • Rapport • Trust • Respect • Genuineness • Empathy

  13. PROMOTING EFFECTIVE COMMUNICATION • having a positive attitude • being a good listener • being considerate & courteous • seeking mutual understanding

  14. PROMOTING EFFECTIVE COMMUNICATION • having specific objectives • ensuing a comfortable environment • allowing for privacy • maintaining confidentiality • placing the focus on the patient versus focusing on the task

  15. COMMUNICATION IN NURSING Nurses communicate while: • Assessing patient care • Planning patient care • Implementing patient care • Evaluating patient care

  16. COMMUNICATION IN NURSING • Nurses who communicate clearly with patients get: • more cooperation • more feedback • more clarity

  17. EFFECTIVE COMMUNICATION The five “Cs” • Clear • Concise • Consistent • Correct • Courteous

  18. USE OF LANGUAGE • Avoid clichés, figures of speech • Avoid cute, fancy, trendy words • Use specific terms • Be aware of multiple definitions • Avoid slang/jargon • Avoid abbreviations/acronyms • Use visual aids

  19. NONVERBAL CUES • professional attire • sit arm’s length away • relaxed but attentive posture • facial expressions and tone should be friendly & interested • pay attention to body language of patient

  20. DOMESTIC & INTERNATIONALCOMMUNICATION • Be aware of regional differences • Research customs of communities • Be aware of religious holidays • Do not make culturally or religiously-based jokes • Do not imitate language or accents • Be aware that words can have different meanings

  21. INTERNATIONAL AND REGIONAL COMMUNICATION Need to consider: • Time Zones • Holidays • Customs • Language • Clothing

  22. INTERVIEWING TECHNIQUES • the purpose of the interview is to obtain accurate & thorough information • begin with an explanation • use open-ended questions • validate • clarify • use reflective questions/comments & paraphrasing

  23. AVOID • clichés • poor listening • closed questions • intimidating how/why questions • obvious probing questions • advice • leading questions (that suggest the response that you want) • judgmental comments • diverting • false assurance

  24. EFFECTIVE QUESTIONS • as a professional nurse, you will spend about half of your time asking questions of clients and colleagues • excellent questioning/interviewing skills are fundamental to nurses

  25. WHY, WHAT, HOW • why do you need the information? • how will the information I am seeking direct me in helping my client? • explain reasons in advance, as this prepares clients for your line of questioning • what will you ask? • how will you phrase your questions?

  26. Explaining your format helps clients accept what may otherwise seem like a barrage of questions • Put your client at ease as they may feel uncomfortable about revealing sensitive information

  27. WHO TO ASK? • if client is able to speak for themselves, ask them • family perspectives may also be important • written consent may be required to question concurrent/previous healthcare providers • be courteous and respectful • never forget client confidentiality

  28. COMMON ERRORS • long winded buildup (use KISS principle & be concise and focused) • the thunder stealer: jumping in with your views & opinions before giving them a chance • bombarding patients with questions • complicated medical terms- don’t use terms patients can’t understand

  29. COMMON ERRORS • offensive misuse of ‘why’ appears threatening and aggressive • closed questions • being too abrupt • getting distracted • allowing your mind to wander • inability to concentrate

  30. COMMON ERRORS • Probing questions • Giving advice • Leading questions that suggest the response that you want

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