COMMUNUICATION

COMMUNUICATIONCOMMUNUICATION

Prepared by Sally McDonaldPrepared by Sally McDonald

DEFINITIONDEFINITION• essentially communication is the generating &essentially communication is the generating & transmitting of informationtransmitting of information• this is a reciprocal process that consists of the this is a reciprocal process that consists of the

sending and receiving of messages between sending and receiving of messages between two or more peopletwo or more people

Linear CommunicationLinear Communication• for this to occur you need the following:for this to occur you need the following:• a source (encoder)a source (encoder)• a messagea message• a channel (or medium, such as thea channel (or medium, such as the written or spoken word)written or spoken word)• a receiver (decoder)a receiver (decoder)• feedbackfeedback

Linear CommunicationLinear Communication

Transactional ModelTransactional Model• A transactional model expands on A transactional model expands on

the linear model to include thethe linear model to include the• context of communicationcontext of communication• feedback loopsfeedback loops• validationvalidation

Reciprocal Nature of Reciprocal Nature of Interpersonal CommunicationInterpersonal Communication

Reciprocal Nature of Reciprocal Nature of Interpersonal CommunicationInterpersonal Communication

LEVELS OF LEVELS OF COMMUNICATIONCOMMUNICATION

• Intrapersonal:Intrapersonal: “self-talk” “self-talk”• Interpersonal:Interpersonal: two or more people two or more people

interact & exchange messagesinteract & exchange messages• Small Group:Small Group: nurses interact with 2 nurses interact with 2

or more individuals (patient care or more individuals (patient care conference, report)conference, report)

• Organizational:Organizational: individuals & groups individuals & groups within organization communicate to within organization communicate to achieve established goalsachieve established goals

CATEGORIES OF CATEGORIES OF COMMUNICATIONCOMMUNICATION

• OralOral• WrittenWritten• NonverbalNonverbal

PURPOSES OF PURPOSES OF COMMUNICATIONCOMMUNICATION

• to inquireto inquire• to informto inform• to persuadeto persuade• to develop goodwillto develop goodwill

COMMUNICATION COMMUNICATION GOALSGOALS

• Obtain useful informationObtain useful information• Develop trust, show caringDevelop trust, show caring• Aid patient self-understandingAid patient self-understanding• Relieve stressRelieve stress• Provide information &Provide information & problem solving skillsproblem solving skills• Encourage acceptance of responsibilityEncourage acceptance of responsibility• Encourage activities of daily living Encourage activities of daily living

PROMOTING EFFECTIVE PROMOTING EFFECTIVE COMMUNICATIONCOMMUNICATION

• There are essential qualities of the nurse-patient There are essential qualities of the nurse-patient relationship that promote effective relationship that promote effective communicationcommunication

• RapportRapport• TrustTrust• Respect Respect • GenuinenessGenuineness• EmpathyEmpathy

PROMOTING EFFECTIVE PROMOTING EFFECTIVE COMMUNICATIONCOMMUNICATION

• having a positive attitudehaving a positive attitude• being a good listenerbeing a good listener• being considerate & courteousbeing considerate & courteous• seeking mutual understandingseeking mutual understanding

PROMOTING EFFECTIVE PROMOTING EFFECTIVE COMMUNICATIONCOMMUNICATION

• having specific objectiveshaving specific objectives• ensuing a comfortable environmentensuing a comfortable environment• allowing for privacyallowing for privacy• maintaining confidentialitymaintaining confidentiality• placing the focus on the patient placing the focus on the patient

versusversus focusing on the taskfocusing on the task

COMMUNICATION IN COMMUNICATION IN NURSINGNURSING

Nurses communicate while:Nurses communicate while:• Assessing patient careAssessing patient care• Planning patient carePlanning patient care• Implementing patient careImplementing patient care• Evaluating patient careEvaluating patient care

COMMUNICATION IN COMMUNICATION IN NURSINGNURSING

• Nurses who communicate clearlyNurses who communicate clearly with patients get:with patients get:• more cooperationmore cooperation• more feedbackmore feedback• more claritymore clarity

EFFECTIVE EFFECTIVE COMMUNICATIONCOMMUNICATION

The five “Cs”The five “Cs”• ClearClear• ConciseConcise• ConsistentConsistent• CorrectCorrect• CourteousCourteous

USE OF LANGUAGEUSE OF LANGUAGE• Avoid clichés, figures of speechAvoid clichés, figures of speech• Avoid cute, fancy, trendy wordsAvoid cute, fancy, trendy words• Use specific termsUse specific terms• Be aware of multiple definitionsBe aware of multiple definitions• Avoid slang/jargonAvoid slang/jargon• Avoid abbreviations/acronymsAvoid abbreviations/acronyms• Use visual aidsUse visual aids

NONVERBAL CUESNONVERBAL CUES• professional attireprofessional attire• sit arm’s length awaysit arm’s length away• relaxed but attentive posturerelaxed but attentive posture• facial expressions and tonefacial expressions and tone should be friendly & interestedshould be friendly & interested• pay attention to body language of pay attention to body language of

patientpatient

DOMESTIC & DOMESTIC & INTERNATIONALINTERNATIONAL

COMMUNICATIONCOMMUNICATION– Be aware of regional differencesBe aware of regional differences– Research customs of communitiesResearch customs of communities– Be aware of religious holidaysBe aware of religious holidays– Do not make culturally orDo not make culturally or religiously-based jokesreligiously-based jokes– Do not imitate language or accentsDo not imitate language or accents– Be aware that words can have Be aware that words can have different meaningsdifferent meanings

INTERNATIONAL AND INTERNATIONAL AND REGIONAL REGIONAL

COMMUNICATIONCOMMUNICATION Need to consider:Need to consider:• Time ZonesTime Zones• HolidaysHolidays• CustomsCustoms• LanguageLanguage• ClothingClothing

INTERVIEWING INTERVIEWING TECHNIQUESTECHNIQUES

• the purpose of the interview isthe purpose of the interview is to obtain accurate & thorough informationto obtain accurate & thorough information• begin with an explanationbegin with an explanation• use open-ended questionsuse open-ended questions• validatevalidate• clarifyclarify• use reflective questions/commentsuse reflective questions/comments & paraphrasing& paraphrasing

AVOIDAVOID• clichésclichés• poor listeningpoor listening• closed questionsclosed questions• intimidating how/why questionsintimidating how/why questions• obvious probing questionsobvious probing questions• adviceadvice• leading questions (that suggest the responseleading questions (that suggest the response that you want)that you want)• judgmental commentsjudgmental comments• divertingdiverting• false assurancefalse assurance

EFFECTIVE QUESTIONSEFFECTIVE QUESTIONS• as a professional nurse, you will as a professional nurse, you will

spend about half of your time asking spend about half of your time asking questions of clientsquestions of clients

and colleaguesand colleagues• excellent questioning/interviewing excellent questioning/interviewing

skills skills are fundamental to nursesare fundamental to nurses

WHY, WHAT, HOWWHY, WHAT, HOW• why do you need the information?why do you need the information?• how will the information I am seeking how will the information I am seeking

direct me in helping my client?direct me in helping my client?• explain reasons in advance, explain reasons in advance, as this prepares clients for your line as this prepares clients for your line of questioningof questioning• what will you ask? what will you ask? • how will you phrase your questions?how will you phrase your questions?

• Explaining your format helps clients Explaining your format helps clients accept what may otherwise seem accept what may otherwise seem like a barrage of questionslike a barrage of questions

• Put your client at ease as they may Put your client at ease as they may feel uncomfortable about revealing feel uncomfortable about revealing

sensitive informationsensitive information

WHO TO ASK?WHO TO ASK?• if client is able to speak for themselves,if client is able to speak for themselves, ask them ask them • family perspectives may also be family perspectives may also be

importantimportant• written consent may be required to written consent may be required to

question concurrent/previous healthcare question concurrent/previous healthcare providersproviders

• be courteous and respectfulbe courteous and respectful• never never forget client confidentialityforget client confidentiality

COMMON ERRORSCOMMON ERRORS• long winded buildup long winded buildup (use KISS principle & be concise and (use KISS principle & be concise and

focused)focused)• the thunder stealer: jumping in with your the thunder stealer: jumping in with your

views & opinions before giving them a views & opinions before giving them a chancechance

• bombarding patients with questionsbombarding patients with questions• complicated medical terms-complicated medical terms- don’t use terms patients can’t understanddon’t use terms patients can’t understand

COMMON ERRORSCOMMON ERRORS• offensive misuse of ‘why’ appears offensive misuse of ‘why’ appears

threatening and aggressivethreatening and aggressive• closed questionsclosed questions• being too abruptbeing too abrupt• getting distractedgetting distracted• allowing your mind to wanderallowing your mind to wander• inability to concentrateinability to concentrate

COMMON ERRORSCOMMON ERRORS• Probing questionsProbing questions• Giving adviceGiving advice• Leading questions that suggest the Leading questions that suggest the

response that you wantresponse that you want