From Foundations of Nursing by Christensen Kockrow, pages 36-55
Reciprocal process in which talking and listening are agreed upon
Reciprocal process in which one person says something and the other person hears.
Reciprocal process in which messages are sent and received between people
A process of sending a message without the need for an audience
One way communication is highly structured
One way communication has very little place in the nurse-patient relationship
One way communication is very important in nurse-patient relationship specially in emergency situations
Even when a person does not respond but hears a message, communication takes place.
Sender
Words
Message
Receiver
It is a commonplace terminology unique to people within a specific type of work that should be avoided when talking to clients or patients
Health care workers are expected to learn Jargon and use it daily
It is scientific terminology that is exact and should be used with patients.
Jargon is indicative of highly qualified and professional workers
Connotative
Flirtatious
Expressive
Denotative
Eye contact
Gesture
Voice
Silence
Tone and rate of voice
Eye contact and physical appearance
Jargon
Use of touch
Eye contact
When we say "aha"
A handshake
Silence
A soft voice and physical appearance
Gestures and eye contact
Write a note and tell the patient you are sick
Posture and hand movements
Use of Jargon
Physical Appearance
Too academic
The nurse has an accent
Use of gestures
Open posture
Extended eye contact
Closed posture
Smile and direct eye contact
Sitting down near the bedside
Slight shift of body position towards individual
Using the word "Sir" or "Mom" even when the patient tells you not to.
Eye contact
Gestures
Sound
Posture
When they are not consistent or incongruent, the nonverbal message will most likely be the one received.
When they are not consistent or incongruent, the verbal message will most likely be the one received.
Nonverbal communication is as powerful as verbal communication
Nonverbal communication is not as powerful as verbal communication
Authoritative communication
Aggressive communication
Assertive communication
Delegating communication
Incongruence
Loquaciousness
Assertiveness
Silence
Aggressive communication
Assertive communication
Non-aggressive communication
Unassertive communication
Aggressive communication
Assertive communication
Unaggressive communication
Unassertive communication
Therapeutic nurse-patient interaction
Ethical nurse-patient interaction
Legal nurse-patient interaction
Emotional nurse-patient interaction
Task
Nurse
Patient
Equipment
"Here is my cell phone number. You can either call or text me"
"I think you actually live two blocks away from my house. Why don't you drop by and we can chat?"
"You can always call your doctor or call the hospital. I am sure someone can help you"
"Don't worry. I see that you have your email address. I will send you some email
Silence
Touch
Wipe her tears
Cry with her
Culture, age, sex, duration and intensity of contact will affect the interpretation of touch.
It is always good to give a patient a back rub regardless of gender or age difference.
When you are comfortable with physical contact with a patient, touch has great potential for conveying warmth
A small child who is scared by the hospital environment will respond better to being cuddles than to a verbal explanation of what is taking place.
Therapeutic relationship
Moral support
Minimal encouragement
Act of kindness
Open ended
Closed ended
Minimal encouragement
Assertive
True
False
Closed
Open
Minimal encouragement
Scope of practice question
Closed
Echoing
Restating
Open
Closed
Echoing
Restating
Paraphrasing
Closed and Focused
Open and Focused
Paraphrasing
Restating
Focusing
Clarifying
Reflecting
Open ended
Introspecting
Speculating
Reflecting
Meditating
Asking questions
Offering medication
Stating observation
Doing a head to toe assessment
Paraphrasing
Summarizing
Reflecting
Restating
Use of humor
Going home
Feeling better
Getting well
Using pictures
Using gestures
Using a translator
Using an interpreter
Build in time for translation and interpretation
Use dialect specific interpreters, not translators
Avoid same-age and same sex interpreters
Address your questions to the patient and not the interpreter
Age
Altered cognition
Pain
Impaired hearing
Direct your voice to the ear without a hearing
Increase the volume of your voice
Be sure your face is visible to the patient
Just say what you want to say whatever the patient is doing
Expressive is not being able to talk; receptive is not being able to understand
Expressive is not being able to feel; receptive is not being able to receive
Expressive is not being able to have facial expression; receptive is being able to react with a facial expression
Expressive and receptive are both psychosocial disorders
Communication board
Pen and paper
Translator and interpreter
Signal system
Expressive or receptive aphasia
Hearing disability
Decreased, delayed or absent ability to process and use a system of symbols
Mental retardation