1. Therapeutic Communication West Coast University NURS 204

2. Communication Overview Purpose to initiate, build, & maintain trusting relationships Interpersonal Communication – the mechanism to establish, maintain, improve human contact Interactive process that occurs between the patient and nurse Process by which people transmit ideas and feelings to one another Communication is influenced by culture and experiences.

3. Principles of Therapeutic Communication Genuineness Respect Honesty Concreteness Assistance Protection Permission

4. Meaning Influenced by: Perception Values Roles Culture/subculture Experiences Communication

5. Perception Based on one’s experience of Sensing Interpreting Comprehending

6. Values Differ from: Culture to culture Group to group Individual to individual

7. Concepts of Understanding Denotative meaning Connotative meaning Private meaning Shared meaning

8. Nonverbal Communication Mechanism to communicate using: Gestures Body movement Facial expressions Posture Space Facial expressions Body movement Hand gestures

9. Nonverbal Communication - continued Pitch Rate Volume Use of space Use of touch Use of cultural artifacts

10. Nonverbal Communication - continued Used to: Repeat Contradict Add or modify Accent or emphasize Regulate Substitute

11. Symbolic Interactionist Model Transactional process Five phases: Input Covert rehearsal Message generation Environmental event Goal response

12. Neurobiology Information flows from cell to cell. Electrical chemical charges

13. Therapeutic Communication Theory Occurs in different settings Influenced by perception Meaning is exchanged. Feedback is essential.

14. Behavioral Effects & Human Communication Communication = Interaction Occurs on two levels Interchanges are symmetric or complementary. Communication can be disturbed.

15. Communication Disturbances Disqualifications Disconfirming Runaways

16. Neurolinguistic Programming Sensory modalities: Auditory Visual Kinesthetic

17. Facilitating Intimacy Requires: Empathy Respect Genuineness Immediacy Warmth

18. Therapeutic Empathizing Four phases: Identification Incorporation Reverberation Detachment

19. Mindful Listening Paying attention Remaining nonjudgmental Comprehending the message

20. Blocks to Mindful Listening Rehearsing Centering on “self” Assuming Judging client Identifying with client Getting off track Filtering

21. Skills Using silence Reflecting Imparting information Clarifying Paraphrasing Checking perceptions Questioning

22. Skills - continued Structuring Pinpointing Linking Giving feedback Confronting Summarizing Processing

23. Blocks to Constructive Communication Giving advise False reassurance Asking “why” questions Using clichés Double messages Minimizing feelings Deflecting Interrogating Sparring

24. Requirement for Therapeutic Communication Maintain Privacy Preserve the patient’s self-esteem Choose words carefully Ask questions in a precise order Describe situation or problem What patient think about the situation or problem How the patient feel about the situation or problem

25. Techniques of Therapeutic Communication Listening Restating Using broad openings Clarifying Confrontation Focusing Silence Presenting alternatives Sharing perceptions Identifying themes Reflecting

26. Guidelines for Establishing Therapeutic Communication Attend to the reality of the patient’s experience Give the patient information Empower the patient Anticipate the patient’s needs Be accountable to the patient

27. Cultural Sensitivity Select your words carefully. Speak clearly and directly. Use gestures cautiously. Listen and observe the client. Use open-ended questions. Use qualified interpreter.

28. Communicating with the Health Care Team ISBAR Introduction Situation Background Assessment Recommendation