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COMMUNUICATION

Explore the essentials of communication in nursing, from levels and categories to promoting effectiveness through rapport, trust, and clear language. Discover key techniques, common errors to avoid, and the impact on patient care.

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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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