1. EFFECTIVE COMMUNICATION AND THE NURSING PROCESS

2. COMMUNUCATION the exchange of information
a vital part of everyday life

3. PURPOSES OF COMMUNICATION
to inquire
to inform
to persuade
to develop rapport

4. COMMUNICATION GOALS Obtain useful information
Facilitate patient understanding
Provide information and
problem-solving skills
Encourage acceptance of responsibility
Foster independence
Relieve stress
Develop trust

5. COMMUNICATION IN NURSING
Nurses communicate when:
assessing patient needs
planning care
implementing care
evaluating care

6. Effective Communication Requires:
a caring and respectful attitude
being an expert listener
maintaining confidentiality
being considerate and courteous
preserving self-respect
aiming for understanding

7. Effective Communication: the 6 “Cs”
Clear
Complete
Concise
Consistent
Correct
Courteous

8. THE HELPING RELATIONSHIP
The helper demonstrates:
caring
hope
sensitivity
empathy
unconditional positive regard
empowerment

9. CHARACTERISTICS OF THE HELPING RELATIONSHIP
focused on the needs of the patient
goal-oriented and purposeful
time limited

10. PHASES OF THE HELPING RELATIONSHIP
Orientation Phase
Working Phase
Termination Phase

11. ORIENTATION PHASE “getting to know you” phase sets tone introductions
explain roles
agreement reached on goals/contract
trust develops gradually

12. WORKING PHASE identification of the problem(s)
nurse models and teaches
effective problem-solving skills
patient diligently practices these skills
the overall goal is facilitating growth and change through use of the nursing process
A- assessment
P- planning
I- intervention
E- evaluation

13. TERMINATION PHASE review and summary of goals met/unmet
acknowledging feelings
about termination
ideally results in resolution of the identified problem(s)

14. Throughout all these phases, the patient is wanting to know “what changes do I need to make in my life, and how will I cope with
these changes.”