Communication

1
Communication

• A Lifelong Learning Process

2
Communication and Interpersonal Relationships

• Vehicle for establishing a therapeutic (caring)
  relationship
• Means of influencing the behavior of another to
  lead to successful outcomes

3
Developing Communication Skills

• Must have understanding of communication process
• Must reflect upon ones communication experiences
  as a nurse
• Good communication skills require good critical
  thinking skills

4
Levels of Communication

• Intrapersonal
• Interpersonal
• Transpersonal
• Small group
• Public

5
Basic Elements of Communication

• Referent
• Sender and receiver
• Messages
• Channels
• Feedback
• Interpersonal variables
• Environment

6
Forms of Communication

• Verbal
• Nonverbal
• Symbolic
• Metacommunication

7
Verbal communication

• Vocabulary
• Denotative and connotative meaning
• Pacing
• Intonation
• Clarity and brevity
• Timing and relevance

8
Nonverbal Communication

• Personal appearance
• Posture and gait
• Facial expression
• Eye contact
• Gestures
• Sounds
• Territoriality and personal space

9
Zones of Personal Space

• Initimate 0-18 inches
• Personal 18 inches to 4 feet
• Social 4-12 feet
• Public 12 feet and beyond

10
Professional Helping Relationships

• Nurse client
• Nurse family
• Nurse health team
• Nurse community

• Phases
• Pre-interaction
• Orientation
• Working
• Termination

11
Elements of Professional Communication

• Courtesy
• Use of names
• Privacy and confidentiality
• Trustworthiness
• Autonomy and responsibility
• Assertiveness

12
Therapeutic Communication Techniques

• Active listening (SOLER)
• Sharing observations
• Sharing empathy
• Sharing hope
• Sharing humor
• Sharing feelings
• Using touch
• Using silence

• Providing information
• Clarifying
• Focusing
• Paraphrasing
• Asking relevant questions
• Summarizing
• Self-disclosure
• Confrontation

13
SOLER facilitative skills for active listening

• S-- Sit facing the client
• O-- Observe an open posture
• L- Lean toward the client
• E- Establish and maintain intermittent eye
  contact
• R-- Relax

14
Nontherapeutic Communication Techniques

• Asking personal questions
• Giving personal opinions
• Changing the subject
• Automatic responses
• False reassurance
• Sympathy
• Asking for explanations
• Approval or disapproval
• Defensive responses

15
Communication Behaviors

• Nonassertive
• Assertive
• Aggressive
• Which behavior should be an attribute of a good
  nurse?