Mosby items and derived items © 2005 by Mosby, Inc. Chapter 23 Communication
Dec 31, 2015
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Communication and Interpersonal Relationships
• Vehicle for establishing a therapeutic relationship
• Means of influencing the behavior of another to lead to successful outcomes
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Levels of Communication
• Intrapersonal
• Interpersonal
• Transpersonal
• Small group
• Public
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Basic Elements of Communication
• Referent
• Sender and receiver
• Messages
• Channels
• Feedback
• Interpersonal variables
• Environment
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Forms of Communication
• Verbal
• Nonverbal
• Symbolic
• Metacommunication
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Verbal Communication
• Vocabulary
• Denotative and connotative meaning
• Pacing
• Intonation
• Clarity and brevity
• Timing and relevance
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Nonverbal Communication
• Personal appearance
• Posture and gait
• Facial expression
• Eye contact
• Gestures
• Sounds
• Territoriality and personal space
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Zones of Personal Space
• Intimate zone: 0 to 18 inches
• Personal zone: 18 inches to 4 feet
• Social zone: 4 to 12 feet
• Public zone: 12 feet and beyond
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Professional Helping Relationships
• Nurse—client
• Nurse—family
• Nurse—health team
• Nurse—community
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Elements of Professional Communication
• Courtesy
• Use of names
• Privacy and confidentiality
• Trustworthiness
• Autonomy and responsibility
• Assertiveness
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Communication in the Nursing Process
• Assessment– Physical and emotional factors– Developmental factors– Sociocultural factors– Gender
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Communication in the Nursing Process (cont’d)
• Nursing diagnosis examples– Impaired verbal communication– Anxiety– Social isolation– Ineffective coping– Impaired social interaction– Powerlessness
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Communication in the Nursing Process (cont’d)
• Planning– Goals and outcomes– Priorities– Continuity of care
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Communication in the Nursing Process (cont’d)
• Implementation– Therapeutic communication techniques
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Therapeutic Communication Techniques
• Active listening (SOLER)
• Sharing observations
• Sharing empathy
• Sharing hope
• Sharing humor
• Sharing feelings
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Therapeutic Communication Techniques (cont’d)
• Using touch
• Using silence
• Providing information
• Clarifying
• Focusing
• Paraphrasing
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Therapeutic Communication Techniques (cont’d)
• Asking relevant questions
• Summarizing
• Self-disclosure
• Confrontation
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Nontherapeutic Communication Techniques
• Asking personal questions
• Giving personal opinions
• Changing the subject
• Automatic responses
• False reassurance
• Sympathy
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Nontherapeutic Communication Techniques (cont’d)
• Asking for explanations
• Approval or disapproval
• Defensive responses
• Passive or aggressive responses
• Arguing
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Communication in the Nursing Process
• Implementation– Adapting communication techniques for
clients with special needs