Unit 2 Communication And Interpersonal Skills

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Unit 2Communication AndInterpersonal Skills

• Nurse Aide I Course

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Communication And Interpersonal
SkillsIntroduction

• Nurse aides communicate with residents, families,
  visitors and co-workers.

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Communication And Interpersonal
SkillsIntroduction(continued)

• Nurse aides must frequently send and receive
  information about the care and observation of
  residents, report thoughts and feelings as
  clearly and objectively as possible and interact
  effectively with others.

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Communication And Interpersonal
SkillsIntroduction(continued)

• Nurse aides need to be aware of nonverbal
  communications and need to develop skills in
  communicating with the sensory impaired.

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Communication And Interpersonal
SkillsIntroduction(continued)

• In addition, nurse aides may document on the
  medical record, which is a legal document.
  Therefore, all documentation must be in legible,
  clear and accurate language so that there is no
  misunderstanding of the meaning.

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Communication Skills
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Objectives

• 2.0 Demonstrate appropriate and effective
  communication skills.

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Elements That Influence Relationships With Others

• Prejudices
• Frustrations
• Attitudes
• Life Experiences

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Requirements For Successful Communications

• A message
• A sender
• A receiver

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Objectives

• 2.1 Describe the importance of developing good
  listening skills.
• 2.1.1 Identify nine listening skills that can be
  used by the nurse aide.

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Listening Skills

• Show interest
• Hear message
• Do not interrupt
• Ask appropriate questions for clarification

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Listening Skills(continued)

• Be patient and help resident express feelings and
  concerns
• Eliminate or reduce distractions
• Understand silence can be form of communication

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Objectives

• 2.1.2 Recognize barriers to effective
  communication.

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Barriers to Effective Communication

• Labeling
• Talking too fast
• Avoiding eye contact
• Belittling a residents feelings
• Physical distance

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Barriers to Effective Communication(continued)

• Mental or sensory impairment on the part of the
  resident such as
• Confusion
• Blindness
• Aphasia
• Hearing impairment

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Barriers to Effective Communication(continued)

• Changing the subject
• False reassurance
• Giving advice
• Ineffective communication
• Disguised messages
• Conflicting messages
• Unclear meanings
• Clichés

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Interpersonal Skills
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Objectives

• 2.2 Explain how the nurse aide will need to
  modify his or her behavior in response to the
  residents behavior.
• 2.2.1 Define the terms sympathy, empathy and tact.

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Interpersonal Skills

• Determined by
• Standards and values
• Culture and environment
• Heredity
• Interests

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Interpersonal Skills(continued)

• Determined by
• Feelings and stress
• Expectations others have for us
• Past experiences

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Dealing With Resident Behavior

• Accept every resident
• Listen to every resident
• Comply with reasonable requests, when possible

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Dealing With Resident Behavior(continued)

• Display patience and tolerance
• Make an effort to be understanding

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Dealing With Resident Behavior(continued)

• Develop acceptable ways of coping with our own
  negative feelings
• Leave the room after providing for safety
• Talk with supervisor, in private, about negative
  feelings

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Dealing With Resident Behavior(continued)

• Develop acceptable ways of coping with our own
  negative feelings
• Involve yourself in physical activity
• Learn to use relaxation techniques that ease
  stress

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Dealing With Resident Behavior(continued)

• Be sensitive to residents moods
• Be able to handle disagreements and criticism

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Treat Residents As Unique Individuals

• Do things the residents way, when possible
• Anticipate their needs
• Give good care
• Ask for their opinions

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Treat Residents As Unique Individuals(continued)

• Be able to see things from the other persons
  point of view

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Communicating With Residents and Families
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Objectives

• 2.3 Develop effective nonverbal and verbal
  communications skills.
• 2.3.1 List six examples of nonverbal
  communication and six examples of effective
  verbal communication.

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Nonverbal Communication

• Body language
• Posture
• Gestures
• Level of activity
• Facial expressions
• Appearance
• Touch

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Verbal Communication

• Speak clearly and concisely
• Give message by tone of voice
• Face resident, at eye level, when speaking

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Verbal Communication(continued)

• Avoid words having several meanings
• Present thoughts in a logical, orderly manner
• Learn to paraphrase

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Objective

• 2.3.2 Identify proper telephone communication
  skills.

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Telephone Communication Skills

• Speak clearly in a pleasant tone of voice
• Identify the area, yourself and your position
• Ask, May I help you?
• Be courteous

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Telephone Communication Skills(continued)

• Take messages
• name of individual calling
• phone number (including area code)
• read back message for accuracy
• date and time of call

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Telephone Communication Skills(continued)

• Take messages (continued)
• ask for assistance if you are unable to handle
  message
• permit caller to hang up first
• follow proper etiquette

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Objective

• 2.3.3 Identify actions that would facilitate
  communication with residents family and visitors

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Actions to Facilitate Communication with the
Residents Family and Visitors

• Ask how they are doing
• Indicate that you are glad to see them
• Tell them about activities the resident has been
  involved with that day

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Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)

• Be warm and friendly
• Use talking and listening skills you would use
  with resident

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Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)

• Share knowledge about the unit

• Visiting hours
• Restrictions to visitors
• Any restrictions on bringing food
• Activities that include family

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Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)

• Report stressful or tiring visits to supervisor
• Refer requests for information on the residents
  condition to supervisor

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Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)

• Share information from family/visitors that would
  affect resident care with supervisor
• Report visitor concerns or complaints to
  supervisor

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Objective

• 2.3.4 Identify actions that would facilitate
  communication with hearing impaired residents.

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Actions to Facilitate Communication with Hearing
Impaired Residents

• Encourage to use hearing aid
• Speak slowly using simple sentences
• Face resident at eye level when speaking
• Encourage resident to read lips, if that helps

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Actions to Facilitate Communication with Hearing
Impaired Residents(continued)

• Lower pitch of voice
• Direct speech to stronger ear but do not shout
• Use gestures when possible to clarify statements
• Write when necessary
• Learn basic signing, if appropriate

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Objective

• 2.3.5 Identify actions that would facilitate
  communication with residents that have decreased
  vision.

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Actions to Facilitate Communication with
Residents Who Have Decreased Vision

• Sit where resident can best see you
• Make sure lighting is sufficient
• Encourage resident to touch objects and yourself
• Encourage resident to wear his/her glasses

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Actions to Facilitate Communication with
Residents Who Have Decreased Vision(continued)

• Use touch and talk frequently to communicate your
  location
• Use descriptive words and phrases

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Objective

• 2.3.6 Identify actions that would facilitate
  communication with residents that have difficulty
  speaking.

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Actions to Facilitate Communication with
Residents Who Have Difficulty Speaking

• Encourage to use hands to point out objects
• Use communication boards/card
• Repeat what you heard to be sure you understood
  resident

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Actions to Facilitate Communication with
Residents Who Have Difficulty Speaking(continued
)

• Encourage resident to cry or express
  anger/frustration when he/she has trouble
• Ask yes and no questions
• Let other staff members know meaning of a sound
  or movement

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Objective

• 2.3.7 Identify actions that would facilitate
  communication with depressed residents.

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Actions to Facilitate Communication with
Depressed Residents

• Exercise patience
• Allow time for resident to say things
• Sit quietly with resident
• Return repeatedly until resident responds

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Objective

• 2.3.8 Identify actions that would facilitate
  communication with residents with memory loss.

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Actions to Facilitate Communication with
Residents with Memory Loss

• Encourage to talk
• Talk about things resident remembers
• Ask one question at a time, containing one thought

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Actions to Facilitate Communication with
Residents with Memory Loss(continued)

• Keep questions simple
• Re-phrase questions not understood
• Avoid asking resident to make a choice

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Objective

• 2.3.9 Identify actions that would facilitate
  communication with residents based on stage of
  development.

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Actions to Facilitate Communication Based on
Stage of Development

• Treat all residents with dignity and respect
• Encourage residents to make choices when
  appropriate
• Use simple sentences
• Emphasize positive qualities

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Actions to Facilitate Communication Based on
Stage of Development(continued)

• Never attempt to exert power over residents
• Encourage residents to do all they can for
  themselves
• Be patient

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Actions to Facilitate Communication Based on
Stage of Development(continued)

• Take time to explain what residents are to do or
  what you are going to do for them
• Use age appropriate speech
• Encourage residents to express feelings, ideas
  and frustrations

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Actions to Facilitate Communication Based on
Stage of Development(continued)

• Gain residents attention and speak clearly, in a
  normal tone of voice
• Orient residents to reality when appropriate

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Actions to Facilitate Communication Based on
Stage of Development(continued)

• Never assume that you arent heard or understood
• Never address residents as if they are children.

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Observation And Reporting
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Objectives

• 2.4 Observe by using the senses to report
  resident behavior to the nurse.

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Methods of Observation

• Examples using sight
• Rash
• Skin color
• Bruising

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Methods of Observation(continued)

• Examples using hearing
• Wheezing
• Moans
• Words spoken by resident

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Methods of Observation(continued)

• Examples using touch
• Lump
• Temperature of skin
• Change in pulse

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Methods of Observation(continued)

• Examples using smell
• Odor of breath
• Odor of urine
• Odor of body

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Reporting

• Reports are made
• immediately
• thoroughly
• accurately
• Use notepad and pencil to write down information
  for reporting

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Objective

• 2.4.1 Discuss differences between objective and
  subjective data.

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Reporting(continued)

• Report only facts, not opinions
• objective data - that observed using senses
• subjective data - that told to nurse aide by the
  resident

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Reporting(continued)

• Observe residents environment and report safety
  hazards

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Reporting(continued)

• When reporting, consider
• care or treatment given
• time of treatment
• residents response to care

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Reporting(continued)

• When reporting, consider
• observations helpful to other health care workers
• information resident has given that would affect
  his or her treatment
• anything unusual about resident

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Communicating With Other Staff Members
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Objective

• 2.5 Identify the ways in which the nurse aide
  communicates with other staff members.

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Forms of Communicating

• Reporting or communicating orally

• Body language

• Written communications

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Written Communications Resident Care Plans

• Resident care plans prepared by nurse
• One for each resident
• Kept at nurses station

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Written Communications Resident Care
Plans(continued)

• Working record to provide consistent,
  well-planned care on a daily basis
• Changed and updated as needed by licensed nurse

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Written Communications Resident Care
Plans(continued)

• Information included
• Residents level of independence in ADL
• Treatments
• Statement of problems

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Written Communications Resident Care
Plans(continued)

• Information included (continued)
• Short-term and long-term goals
• Plan to attain goals
• Date plan initiated and reevaluated

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Written Communications Resident Care
Plans(continued)

• Nurse aides contribute by
• Helping to identify problems
• Attending care conferences

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Written Communications Resident Care
Plans(continued)

• Nurse aides contribute by (continued)
• Directing questions about plan to supervisor
• Reporting resident response to treatment and
  activities

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Objective

• 2.5.1 Recognize the importance of maintaining the
  residents medical record.

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Written Communications Residents Medical
Record

• Includes information from all disciplines
  providing direct service to residents

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Written Communications Residents Medical
Record(continued)

• A record of
• assessments, implementations, evaluations
• management plans
• progress notes
• Permanent legal record

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Written Communications Residents Medical
Record(continued)

• Purpose
• Organizes all information on care in one document
• Accountability so care can be evaluated
• Documentation so there is knowledge of what each
  discipline is doing

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Written Communications Residents Medical
Record(continued)

• Confidential information available only to health
  care workers involved in care of resident

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Objective

• 2.5.2 Review guidelines for charting in the
  residents medical record.

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Guidelines For Charting If Allowed By Facility

• Make sure entries are accurate and easy to read
• Always use ink
• Print, unless script is accepted form
• Do not use the term resident

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Guidelines For Charting If Allowed By
Facility(continued)

• Use short, concise phrases
• Always chart after care is performed
• Make sure writing legible and neat

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Guidelines For Charting If Allowed By
Facility(continued)

• Use only abbreviations accepted by facility
• Make sure spelling, grammar and punctuation are
  correct
• Do not record judgments or interpretations

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Guidelines For Charting If Allowed By
Facility(continued)

• Record in a logical and chronological manner
• Be descriptive
• Make sure all forms added to the chart contain
  identifying information

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Guidelines For Charting If Allowed By
Facility(continued)

• Avoid using words that have more than one meaning
• Use residents exact words in quotation marks
  whenever possible
• Always indicate the time of care

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Guidelines For Charting If Allowed By
Facility(continued)

• Leave no lines blank
• Sign each entry with first initial, last name and
  title
• Correct errors using facility procedure

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Medical Terminology
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Objective

• 2.6 Document observations using appropriate terms.

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Medical Terminology

• Medicine has a language of its own
• Historical development
• Composed mainly of Greek and Latin word parts
• Consistent and uniform

communication
Nurse aide
catheter
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Medical Terminology(continued)

• Three components
• Prefixes
• Root words
• Suffixes
• Medical dictionary
• Used for reference
• Spelling is important

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Abbreviations
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Objective

• 2.7 Recognize abbreviations used in documenting
  by the health care facility.

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Abbreviations

• Help health care workers communicate quickly and
  effectively
• Are shortened forms of words
• Reduce time needed to chart important information

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Abbreviations(continued)

• Conserve space on medical record
• Used primarily in written communication

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Demonstration and Return Demonstration
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Objective

• 2.8 Demonstrate the ability to document accurate
  information following proper charting practices.

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THE END