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The process of exchanging information and the process of generating and transmitting meanings between two or more individuals
Communication
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The Process of Communication:
- Encoder-- person that is sending the message
- Decoder-- person that is interpreting/receiving the message
- Stimulus-- what the message was initiated by
- Message
- Channel:
- *Visual
- *Auditory
- *Kinesthetic
- *Feedback
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Levels of Communiation:
1. Intrapersonal -- talking to yourself .."You can do this!"
2. Interpersonal -- talking to 2 or more people
3. Small Group
4. Organizational
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Roles of Group Members:
- Task-oriented—focus on work to be done
- Maintenance—focus on well-being of people doing work
- Self-serving—advance the needs of individual members at group’s expense
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Forms of Verbal Communication:
Spoken language:
Dialect
Mannerisms
Inflection
Tone, volume, rate,
Slang
Jargon
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Forms of Non-Verbal Communication:
- •Touch
- •Eye contact
- •Facial expression
- •Posture
- • Gait
- • Gestures
- • General physical appearance
- • Mode of dress and grooming
- •Sounds
- • Silence
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What is non-verbal communication used for?
*to enhance, disguise, negate, or modify verbal messages
90% of meaning of a message comes from the non-verbal messages
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Factors that influence communication:
- Perception
- - received through 5 senses – sight, hearing, taste, touch, and smell
- Developmental level
- Gender
- Sociocultural differences
- Roles and responsibilities
- Space and territoriality
- Physical, mental, and emotional state
- Values
- Environment- Situation
- Socioeconomic Group
- Education
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Helping Relationship
Exists among people who provide and receive assistance in meeting human needs.
- Between a nurse and patient
- Between a nurse and family
Helping relationships are professional----
Must always demonstrate professionalism in their appearance demeanor and behavior
The Helping Relationship
Does not occur spontaneously
Characterized by an unequal sharing of information
Built on the patient’s needs
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Characteristics of A Helping Relationship
Dynamic- the person helping and the person being helped are active participants
- Purposeful and time limited—specific goals that are intended to be met within a certain
- time frame
- Accountability-
- the person providing the assistance is professionally accountable for the outcome of the relationship and the means used to attain them
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Goals of a Helping Relationship:
Determined cooperatively
Defined in terms of the patient’s needs
Interventions are selected that will help ensure the person moves toward the goals.
Interventions change occurs as the patient’s needs and goals change
Nurse’s needs are temporarily set aside to focus on the patient
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Phases of a Helping Relationship
Orientation phase
Working phase
Termination phase
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Dispositional traits that promote effective communication:
•Warmth and Friendliness
•Openness and Respect
•Empathy
•Honesty, Authenticity, and Trust
•Caring
•Competency
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Rapport Builders (effective communication)
• Specific objectives
• Comfortable Environment
• Privacy
• Confidentiality
• Patient versus task force
• Using nursing observations
• Optimal pacing
• Respecting personal space
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Professional Communication includes:
Courtesy
Use of Names
Privacy and Confidentiality
Trustworthiness
Autonomy and Responsibility
Assertiveness
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Therapeutic Communication Skills:
Conversation skills
Listening skills
Silence
Touch
Humor
Interviewing techniques
Assertiveness Skills
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Developing Converation skills:
Control the tone of your voice
Be knowledgeable about the topic of conversation
Be flexible
Be clear and concise
Avoid words that might have different interpretations
Be truthful
Keep an open mind
Take advantage of available opportunities
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Developing listening skills:
Sit when communicating with a patient
Be alert and relaxed and take your time
Keep the conversation as natural as possible
Maintain eye contact if appropriate
Use appropriate facial expressions and body gestures
Think before responding to the patient
Do not pretend to listen
Listen for themes in the patient’s comments
Use silence, therapeutic touch, and humor appropriately
Basic Components of Assertiveness
Having empathy
Describing one’s feelings or the situation
Clarifying one’s expectations
Anticipating consequences
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BLOCKS to communication:
- Failure to perceive the patient as a human being
- Failure to listen
- Inappropriate comments or questions
- Using cliches
- Using questions requiring yes/no answers
- Using questions containing the words why/how
- Using questions that probe for information
- Using leading questions
- Using comments that give advice
- Using judgmental comments
- Changing the subject
- Giving false assurance
- Gossip and rumor
- Aggressive interpersonal behavior
- Horizontal violence
- Bullying
- Criticizing
- Blaming
- Bickering
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