Terminology AngerFamily Body language ProjectionCommunicationDenial Interpersonal skills

Terminology/#2 Defense mechanisms CultureMessageAphasia Personal space SenderRationalization

Terminology/#3 ReceiverSocial Maslow’s Hierarchy of Needs Regression

Basic Physical and Psychological Needs PhysiologicalSecurityBelongingSelf-esteemSelf-actualization

Unmet Human Needs/Physical Person becomes irritable Weak Complains of hunger Complains of being cold Changes in vital signs

Unmet Human Needs/Psychological AnxiousDepressedAggressiveAngry Physical ailment with no apparent cause

Unmet Human Needs/NA Role Need for comfort Respond with patience CaringEmpathyKindness

Steps in Communication MessageSenderReceiverInterpretation

Steps in Communication/Methods VerbalNon-verbalWrittenElectronic

Communication Breakdown/Verbal Barriers Criticism Value statements InterruptingJudgement

Communication Breakdown/Non- verbal Barriers Body language Eye contact Cultural differences

Communication Breakdown/Physiological Hearing loss Vision loss Response time AphasiaAlzheimer’sMedication

Communication Skills Introduce self Call person by name Ask for an interpreter Describe surroundings Speak slowly and clearly Provide writing materials

Communication Skills/#2 Explain all tasks before doing them Be patient and good listener Use short sentences Use eye contact Speak clearly Avoid criticizing

Communication Skills/#3 Clarify information Be aware of body language Use words the person understands Show interest and respect Use a friendly tone Be positive

Communication/Cultural Beliefs Modesty Touch of body after death Hugging

Communication/Body Language HandsEyesGesturesPostureRegression Personal space

Psychological Defense Mechanisms DenialProjectionAngerRationalization

Family Communication/NA Role Listen to family members Avoid involvement in family matters Maintain confidentiality of resident Give the family information about the facility

Communication/Socio-cultural Factors CultureRituals Beliefs about health care Ways of dealing with conflict

Communication/Emotional Reactions to Illness AngerGriefDependencySuspicionLonelinessGuilt

Feelings of damage Depression Sense of helplessness AnxietyFrustration

Emotional Reactions to Illness/NA Role Observe resident for signs of emotional stress Be a good listener Be patient and understanding Help resident to function independently Let resident know you care Show respect for all cultures or beliefs

Communication Among the Health Care Team VerbalNon-verbalWrittenElectronic