Communication

Question 1

What is communication?

Answer 1

1. lifelong learning process for nurses
2. essential part of nursing practice
3. builds relationships with patients, family, team members

it is dynamic because everyone communicates differently

Question 2

What does communication mean?

Answer 2

establish helping and healing relationships

ability to relate to others is important

Question 3

What does ineffective communication lead to?

Answer 3

1. poor patient outcomes
2. increased adverse incidents
3. decreased professional credibility

Question 4

What is perception?

Answer 4

how we mentally organize and break down information

Question 5

What are the levels of communication?

Answer 5

1. intrapersonal: occurs within individual (self-talk/inner thoughts)
2. interpersonal: one on one interaction between 2 people
3. transpersonal: interaction with a person’s spiritual domain
4. small-group: interaction with small number of people
5. public: interaction with audience

Question 6

Points involved in the communication process?

Answer 6

1. referent: motivates us to tell someone something
2. channel: way you transmit message
3. feedback: let’s us know if message was understood
4. interpersonal variables: things that can change communication process (gender, culture)
5. environment: where conversation is taking place

Question 7

What is feedback?

Answer 7

verbal and non-verbal cues that we perceive to our communication.

let’s us know if our message was understood

Question 8

What is internal feedback?

Answer 8

feedback you give yourself as you monitor your own behaviour during an interaction

Question 9

What is external feedback?

Answer 9

feedback from others who are involved in the conversation

Question 10

Pros of electronic communication?

Answer 10

transmit information faser
convenient
good for long distance communication

Question 11

Cons of electronic communication?

Answer 11

not personal
takes humanity out of communication
misinterpretation of messages

we don’t know who is on the other end of the message (legal aspects)

Question 12

What are the forms of communication?

Answer 12

1. verbal communication
2. non-verbal communication
3. symbolic communication (art, music, dance)
4. metacommunication (involves everything that influences communication)

Question 13

What factors should you consider in verbal communication?

Answer 13

1. pace
2. intonation
3. vocabulary
4. denotative & connotative meaning
5. clarity & brevity
6. timing & relevance
7. credibility
8. humor

Question 14

What is non-verbal communication?

Answer 14

communication using facial expressions, gestures

often more effective reflection of feelings than verbal communication.

Question 15

What factors should you consider in non-verbal communication?

Answer 15

1. personal appearance
2. posture & gait
3. facial expression
4. eye contact
5. gestures
6. sounds
7. personal space

Question 16

what is congruency in nonverbal communication?

Answer 16

verbal and non-verbal behaviour match and have the dame meaning.

incongruent = they don’t match

Question 17

** What are the zones of personal space? **

Answer 17

1. intimate 0-.5 meter
2. personal .5-1 meter
3. social 1-4 meter
4. public 4 meters or more

Question 18

** What are the zones of touch? **

Answer 18

1. social: hands, arms, shoulders
2. consent: mouth, wrists, feet/ankles
3. vulnerable: neck, face, front of body
4. intimate: genitals, rectum

Question 19

What is mehrabian’s communication rule?

Answer 19

words 7%
tone 38 %
body language 55%

Question 20

What are some therapeutic relationships in nursing?

Answer 20

nurse-patient
nurse-family
inter-professional team
nurse-community

Question 21

What are the advantages to a nurse-patient relationship?

Answer 21

1. allows patient to achieve their health care goals and personal growth
2. helps patient understand illness
3. helps patient develop healthier self-care

Question 22

What are the characteristics of nurse-patient relationship?

Answer 22

emotional bond between nurse and patient
respect client as individual
respect confidentiality
focuses on clients wellbeing
based on mutual trust, respect, acceptance

Question 23

What are the 4 phases of a therapeutic relationship?

Answer 23

1. pre-interaction (review pt history, gather info from other caregivers, set time, select appropriate environment)
2. orientation phase (set tone for relationship, closely observe pt, assess pt health status, identifies pt goals,
3. working phase (encourages pt to explore feelings/thoughts, encourages pt to set goals, takes action to help pt meet goals, uses appropriate confrontation)
4. termination phase (reminds pt that relationship termination is near, evaluates goal achievement, facilitates transition of care to other caregivers)

Question 24

What are the elements of professional communication?

Answer 24

courtesy, use of names, trustworthiness, assertiveness

Question 25

What are factors that affect communication?

Answer 25

gender, developmental factors, sociocultural factors, physical facts, emotional factors

Question 26

*** What are physical attending behaviours? ***

Answer 26

``` face the person sit have open posture lean towards the person maintain eye contact try and be relaxed ```

Question 27

What is active listening?

Answer 27

listening attentively using all of your senses done through listening and use of physical attending behaviours

Question 28

What is an open-ended question?

Answer 28

aimed at obtaining a full patient response and discussion between the patient and nurse allows patient to talk/explore

Question 29

What is a close-ended question?

Answer 29

limit the patient's answers to one or two words getting answers for only what you need

Question 30

Pro of using open ended questions?

Answer 30

nurse follows patient conversation allows interviewer to listen and assess pt's world puts pt at ease conveys interest/trust

Question 31

Pro of using closed ended questions?

Answer 31

``` nurse controls conversation and gets to the point answers better control of questions/answers less work for interviewee faster responses easier for unskilled interviewer ```

Question 32

Con of using open ended questions?

Answer 32

more time consuming easier withhold information get more info than you wanted requires skill

Question 33

Con of using closed ended questions?

Answer 33

may provide too little information may not reveal how interviewee feels interviewee may not be able to give valuable information interviewer dominates conversation

Question 34

Sample open ended questions?

Answer 34

tell me how you feel | give an example of how you get relief from your pain

Question 35

Sample close ended questions?

Answer 35

do you feel your medication is helping you? | are you in pain

Question 36

What is empathy?

Answer 36

understand and accept another person's perspective understand someone else's feelings

Question 37

What is sympathy?

Answer 37

experiencing someone else's emotions

Question 38

What are non-therapeutic techniques?

Answer 38

``` asking non relevant questions giving opinions arguing probing automatic responses ```

Question 39

Genuine reassurance (therapeutic) examples

Answer 39

i'm listening care is available you will be treated as a person

Question 40

False reassurance (non-therapeutic) examples

Answer 40

you will be better soon I am sure there is nothing to worry about everything is going to be okay

Question 41

What is self reflection in communication?

Answer 41

written record of a segment of the interview between nurse-patient that reflects the verbal and non-verbal behaviours of both individuals.