Prepared by Sally McDonald COMMUNUICATION Prepared by Sally McDonald

DEFINITION essentially communication is the generating & transmitting of information this is a reciprocal process that consists of the sending and receiving of messages between two or more people

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

Linear Communication

Transactional Model A transactional model expands on the linear model to include the context of communication feedback loops validation

Reciprocal Nature of Interpersonal Communication

Reciprocal Nature of Interpersonal Communication

LEVELS OF COMMUNICATION Intrapersonal: “self-talk” Interpersonal: two or more people interact & exchange messages Small Group: nurses interact with 2 or more individuals (patient care conference, report) Organizational: individuals & groups within organization communicate to achieve established goals

CATEGORIES OF COMMUNICATION Oral Written Nonverbal

PURPOSES OF COMMUNICATION to inquire to inform to persuade to develop goodwill

COMMUNICATION GOALS Obtain useful information Develop trust, show caring Aid patient self-understanding Relieve stress Provide information & problem solving skills Encourage acceptance of responsibility Encourage activities of daily living

PROMOTING EFFECTIVE COMMUNICATION There are essential qualities of the nurse-patient relationship that promote effective communication Rapport Trust Respect Genuineness Empathy

PROMOTING EFFECTIVE COMMUNICATION having a positive attitude being a good listener being considerate & courteous seeking mutual understanding

PROMOTING EFFECTIVE COMMUNICATION having specific objectives ensuing a comfortable environment allowing for privacy maintaining confidentiality placing the focus on the patient versus focusing on the task

COMMUNICATION IN NURSING Nurses communicate while: Assessing patient care Planning patient care Implementing patient care Evaluating patient care

COMMUNICATION IN NURSING Nurses who communicate clearly with patients get: more cooperation more feedback more clarity

EFFECTIVE COMMUNICATION The five “Cs” Clear Concise Consistent Correct Courteous

USE OF LANGUAGE Avoid clichés, figures of speech Avoid cute, fancy, trendy words Use specific terms Be aware of multiple definitions Avoid slang/jargon Avoid abbreviations/acronyms Use visual aids

NONVERBAL CUES professional attire sit arm’s length away relaxed but attentive posture facial expressions and tone should be friendly & interested pay attention to body language of patient

DOMESTIC & INTERNATIONAL COMMUNICATION Be aware of regional differences Research customs of communities Be aware of religious holidays Do not make culturally or religiously-based jokes Do not imitate language or accents Be aware that words can have different meanings

INTERNATIONAL AND REGIONAL COMMUNICATION Need to consider: Time Zones Holidays Customs Language Clothing

INTERVIEWING TECHNIQUES the purpose of the interview is to obtain accurate & thorough information begin with an explanation use open-ended questions validate clarify use reflective questions/comments & paraphrasing

AVOID clichés poor listening closed questions intimidating how/why questions obvious probing questions advice leading questions (that suggest the response that you want) judgmental comments diverting false assurance

EFFECTIVE QUESTIONS as a professional nurse, you will spend about half of your time asking questions of clients and colleagues excellent questioning/interviewing skills are fundamental to nurses

WHY, WHAT, HOW why do you need the information? how will the information I am seeking direct me in helping my client? explain reasons in advance, as this prepares clients for your line of questioning what will you ask? how will you phrase your questions?

Explaining your format helps clients accept what may otherwise seem like a barrage of questions Put your client at ease as they may feel uncomfortable about revealing sensitive information

WHO TO ASK? if client is able to speak for themselves, ask them family perspectives may also be important written consent may be required to question concurrent/previous healthcare providers be courteous and respectful never forget client confidentiality

COMMON ERRORS long winded buildup (use KISS principle & be concise and focused) the thunder stealer: jumping in with your views & opinions before giving them a chance bombarding patients with questions complicated medical terms- don’t use terms patients can’t understand Kiss keep it short and simple

COMMON ERRORS offensive misuse of ‘why’ appears threatening and aggressive closed questions being too abrupt getting distracted allowing your mind to wander inability to concentrate

COMMON ERRORS Probing questions Giving advice Leading questions that suggest the response that you want