1. Delmar Learning Copyright © 2003 Delmar Learning, a Thomson Learning company Chapter 10 Caring Communication and Client Teaching/Learning

2. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Caring Communication is More than social chitchat Major component in direct nursing service Complex process Responsible use of words Core of client-nurse work

3. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Health-Related Communication Communication centered on health-related issues Includes  Feelings  Attitudes  Information

4. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Types of Health-Related Communication Verbal or nonverbal Oral or written Personal or Impersonal Issue oriented or relationship oriented

5. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Contexts for Communication Intrapersonal systems Interpersonal systems Social systems

6. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Models for Health-Related Communication Client-Centered Health Communications

7. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Nursing-Interaction Models Peplau Orlando King Rogers

8. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Influences on Nurse-Client Communication Mutual problem solving  Nurse-client interaction  Mutual goal setting  Validation  Mutual goal attainment

9. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Influences on Nurse-Client Communication (cont.) Client’s evolving level of responsibility  Full participation as partners Shifting roles in the client-nurse relationship  Client takes on more responsibility  Nurse removes self from situation

10. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Theory of Mutual Connectedness Categories  Properties  Conditions  Strategies  Outcomes Caring Environment Mutual Connectedness Nursing Therapy Healing

11. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Mutual Problem-Solving Process Assess Plan Implement Evaluate

12. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Client Rights in the Helping Relationship Right to: A thorough assessment Accurate information about their health Courteous treatment Refuse treatment Confidentiality

13. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Communication techniques Active listening Paraphrasing Feelings reflection Nonverbal gestures

14. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Characteristics and Tools of the Effective Helper Warmth Respect Genuineness Specificity Empathy

15. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Characteristics and Tools of the Effective Helper (cont.) Self-disclosure Confrontation Spirituality Humor Reflection

16. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Interviewing Purpose of interview  Information sharing  Therapeutic

17. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Information-seeking Interviews Directive approach Closed questions Open questions

18. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Guidelines for Asking Questions Interview client or family Quiet, private location Allow adequate response time Use understandable language Explain rationale for questions Avoid interruptions

19. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Therapeutic Interviews Purpose Nondirective approach

20. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Phases in the Interview Process Preparation Initiation Working Termination

21. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Communication Barriers Responses that negatively affect communication Categories  Judgment  Sending solutions  Avoidance of others’ concerns

22. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Group Membership and Leadership Types of Groups  Content-oriented  Process-oriented  Midrange

23. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Group Membership and Leadership (cont.) Group Behaviors Leader Behaviors Member Behaviors

24. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Group Task Roles ( R. Diedrich and H.A. Dye, 1972) Initiator-contributor Opinion seeker Information giver Elaborator

25. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Group Task Roles ( R. Diedrich and H.A. Dye, 1972) (cont.) Coordinator Orientor Evaluator-critic Energizer Procedural technician Recorder

26. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Group Building and Maintenance Roles ( R. Diedrich and H.A. Dye, 1972) Encourager Harmonizer Compromiser Gatekeeper Standard setter Group commentator Follower

27. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Individual Role Behaviors ( R. Diedrich and H.A. Dye, 1972) Aggressor Blocker Recognition seeker Self-confessor Playboy/playgirl Dominator Help seeker Special interest pleader

28. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Curative Factors Instillation of hope Universality Information sharing Altruism Corrective recapitulation

29. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Curative Factors (cont.) Development of socialization Imitative behavior Interpersonal learning Catharsis Existential factors

30. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Phases of Group Development Orientation Conflict Cohesion Working Termination

31. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Teaching/Learning Process Adult Learning Theory

32. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Pedagogy and Andragogy

33. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Client Education Models Pender’s Health Promotion Model Self-Regulation Model Empowerment Education

34. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Types of Teaching Informal Formal

35. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Modalities Lectures Discussion Computer-assisted instruction Videotapes Self-help groups

36. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Modalities (cont.) Demonstration  Return demonstration  Learning modules Use more than one modality to enhance learning

37. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Health-Oriented Telecommunications Telecommunications  Voice, data, or video communication  Interactive health communication Telehealth Telenursing

38. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Teaching/Learning Environment Physical environment Physical comforts met Minimize distractions Facilitate interaction and active participation Reinforce information taught

39. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Learning Process – Phases Assessment  Learning needs  Establish rapport  Learning style Nursing Diagnosis

40. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Learning Process – Phases (cont.) Planning  Formulate learning objectives  Teaching strategies/learning activities Implementation  Mastery of content  Engage learner  Simple, consistent, appropriate Evaluation

41. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Different Learning Styles Visual Auditory Kinesthetic

42. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Teaching Children Different learning needs Adapt methods to child’s developmental age Children learn through play Adolescents

43. Copyright © 2003 Delmar Learning, a Thomson Learning companyChapter 10 Communication Issues in Health Education Using an interpreter Individuals who are partially fluent in English Conflict resolution and negotiation Public speaking