Unit II Part B: Communication

1
Unit II Part B Communication

• Julie E. Davis BSN, RN

2
Communication

• The effective use of words to share ideas,
  meaning emotion with others
• Occurs when the sender receiver of the message
  have understood the meaning of communication.
• To communicate one needs these three abilities
• -listening skills
• -questioning skills
• -friendly communication skills

3
Listening Skills

• Listening is the most challenging skill to
  develop...but it is the strongest communication
  skill that a person can have in any setting.
• Listening allows you to get the right
  instructions
• Listening is crucial in identifying the emotions
  of others.

4
One-Way Versus Two-Way

• One-Way Communicationno expectation of feedback
  used to give command
• Two-Way Communicationwhen there is feedback or
  discussion

5
Factors Affecting Communication Personal
Characteristics

• Personal Characteristics
• Of both the sender receiver
• Life experiences
• Attitude
• Personal opinions

6
Factors Affecting CommunicationCultural
characteristics

• Cultural characteristics
• Language dialect
• Use meaning of touch
• Personal space
• Manners
• Gestures

7
Factors Affecting CommunicationSituational
Influences

• Situational Influences
• Physical emotional state (of pt nurse)
• Room temperature
• Interruptions
• Background noise
• Other environmental factors

8
Communication Types Verbal

• Verbal
• Spoken word
• Know in advance what can/cannot be discussed
• Speak clearly using proper grammar
• Dont use slang or medical jargon
• Use wording that is appropriate for the patient
• Respect differences

9
Communication Types Nonverbal

• Nonverbal
• Body language
• Does it support or contradict what is said
• Expressions, posture, movements, gestures
• Physical appearance is a type of nonverbal
  communication (professionalism)
• Uniforms dress codes
• Nonverbal communication is the most honest,
  genuine reliable form of communication

10
Communication TypesAffective

• Affective
• Mood or emotions
• Very significant has big impact
• Be sure your affective communication is
  appropriate

11
Negative/Hostile Communication

• Always listen BEFORE you speak.
• Proactive-anticipates what might happen be
  mentally prepared
• Reactive-reacts to whatever is happening without
  really thinking things through
• Be proactive rather than reactive

12
Strategies

• Active Listening
• When you are trying to understand what is being
  said (processing information)
• Factors are purpose, disciplined attention
  focus
• Purpose is the health related reason for the
  information
• Disc. Attention do not assume accuracy (keep
  open mind)
• Focus senses are alert to all cues that are
  being communicated especially nonverbal

13
Questioning Skills

• 1 There are NO dumb questions.
• 2 Do look to see if the answer has already
  been provided to you (i.e. syllabus or
  handbook)
• Types of Questioning
• -Open-ended allows one to respond in their
  own way usually begins with what, how, or why
• -Closed-endedrequires a specific answer when
  where or yes / no questions
• -Focused questionseven more specific or
  detailed information (i.e. pain scale)

14
Communication in the Clinical Setting

• THINK BEFORE YOU SPEAK!
• Be quiet gentle
• Ask only questions that are appropriate
• Do NOT talk about patients or their families in
  an inappropriate place
• Be respectful in your communication
• Dont hesitate to find out what you dont know

15
Communication Blocks

• False Reassurance
• Probing
• Chiding
• Belittling
• Giving advice
• Pat Answers

16
Men WomenBeing equal doesnt mean same.

• Men usually talk to get or receive info.
• Women may talk to establish relationships
• Men nod in agreement.
• Women nod to show they are listening.
• Both may smile even when they are not happy.
• Men usually look straight at the person they are
  speaking with.
• Women may tend to look down or away.

17
Cultural Differences

• May influence diet, medical treatment,
  communication
• White American
• African American
• Mexican American
• Asian-American
• American Indians

18
Communication with Patients

• Himy name is
• Avoid medical/nursing jargon
• Try to ease their fear of the unknown
• Consider underlying causes
• Consider environmental factors
• Encourage Feedback

19
Communicating with Staff Instructors

• Respect
• Trust
• Honesty
• Empathy
• Sensitivity
• Humor

20
Communication with Staff Instructors (contd)

• Knowledge
• Patience
• Commitment
• Self-Worth

21
Assertive Communication

• Assertive communication-the ability to express
  self protect your rights without violating the
  rights of another person

22
Aggressive Passive Communication

• Aggressive-communication that is oppressive is
  usually delivered with anger
• Passive-stifles the individuals rights, thoughts
  feelings
• Passive/Aggressive-complaining to the wrong
  person talking about people behind their back
  often mean-spirited never solves the problem

23
Communication Across the Lifespan

• Infants
• Preschool
• School Age
• Teenage
• Adult
• Elderly

24
References

• Anderson, M. (2005). Nursing leadership,
  management, and professional practice for the
  LPN/LVN In nursing school beyond. (3rd Ed.).
  Philadelphia FA Davis. (Chapter 10).