1. Terminology AngerFamily Body language ProjectionCommunicationDenial Interpersonal skills

2. Terminology/#2 Defense mechanisms CultureMessageAphasia Personal space SenderRationalization

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

4. Basic Physical and Psychological Needs PhysiologicalSecurityBelongingSelf-esteemSelf-actualization

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

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

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

8. Steps in Communication MessageSenderReceiverInterpretation

9. Steps in Communication/Methods VerbalNon-verbalWrittenElectronic

10. Communication Breakdown/Verbal Barriers Criticism Value statements InterruptingJudgement

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

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

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

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

15. 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

16. Communication/Cultural Beliefs Modesty Touch of body after death Hugging

17. Communication/Body Language HandsEyesGesturesPostureRegression Personal space

18. Psychological Defense Mechanisms DenialProjectionAngerRationalization

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

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

21. Communication/Emotional Reactions to Illness AngerGriefDependencySuspicionLonelinessGuilt

22. Feelings of damage Depression Sense of helplessness AnxietyFrustration

23. 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

24. Communication Among the Health Care Team VerbalNon-verbalWrittenElectronic