1. Prepared by Sally McDonald
COMMUNUICATION
Prepared by Sally McDonald

2. 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

3. 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

4. Linear Communication

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

6. Reciprocal Nature of Interpersonal Communication

7. Reciprocal Nature of Interpersonal Communication

8. 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

9. CATEGORIES OF COMMUNICATION
Oral
Written
Nonverbal

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

11. 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

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

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

14. 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

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

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

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

18. 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

19. 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

20. 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

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

22. 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

23. 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

24. 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

25. 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?

26. 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

27. 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

28. 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

29. 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

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