1. Mosby items and derived items © 2005 by Mosby, Inc. Chapter 23 Communication

2. Mosby items and derived items © 2005 by Mosby, Inc. Communication and Interpersonal Relationships Vehicle for establishing a therapeutic relationship Means of influencing the behavior of another to lead to successful outcomes

3. Mosby items and derived items © 2005 by Mosby, Inc. Levels of Communication Intrapersonal Interpersonal Transpersonal Small group Public

4. Mosby items and derived items © 2005 by Mosby, Inc. Basic Elements of Communication Referent Sender and receiver Messages Channels Feedback Interpersonal variables Environment

5. Mosby items and derived items © 2005 by Mosby, Inc. Forms of Communication Verbal Nonverbal Symbolic Metacommunication

6. Mosby items and derived items © 2005 by Mosby, Inc. Verbal Communication Vocabulary Denotative and connotative meaning Pacing Intonation Clarity and brevity Timing and relevance

7. Mosby items and derived items © 2005 by Mosby, Inc. Nonverbal Communication Personal appearance Posture and gait Facial expression Eye contact Gestures Sounds Territoriality and personal space

8. Mosby items and derived items © 2005 by Mosby, Inc. Zones of Personal Space Intimate zone: 0 to 18 inches Personal zone: 18 inches to 4 feet Social zone: 4 to 12 feet Public zone: 12 feet and beyond

9. Mosby items and derived items © 2005 by Mosby, Inc. Professional Helping Relationships Nurse—client Nurse—family Nurse—health team Nurse—community

10. Mosby items and derived items © 2005 by Mosby, Inc. Elements of Professional Communication Courtesy Use of names Privacy and confidentiality Trustworthiness Autonomy and responsibility Assertiveness

11. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process Assessment –Physical and emotional factors –Developmental factors –Sociocultural factors –Gender

12. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process (cont’d) Nursing diagnosis examples –Impaired verbal communication –Anxiety –Social isolation –Ineffective coping –Impaired social interaction –Powerlessness

13. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process (cont’d) Planning –Goals and outcomes –Priorities –Continuity of care

14. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process (cont’d) Implementation –Therapeutic communication techniques

15. Mosby items and derived items © 2005 by Mosby, Inc. Therapeutic Communication Techniques Active listening (SOLER) Sharing observations Sharing empathy Sharing hope Sharing humor Sharing feelings

16. Mosby items and derived items © 2005 by Mosby, Inc. Therapeutic Communication Techniques (cont’d) Using touch Using silence Providing information Clarifying Focusing Paraphrasing

17. Mosby items and derived items © 2005 by Mosby, Inc. Therapeutic Communication Techniques (cont’d) Asking relevant questions Summarizing Self-disclosure Confrontation

18. Mosby items and derived items © 2005 by Mosby, Inc. Nontherapeutic Communication Techniques Asking personal questions Giving personal opinions Changing the subject Automatic responses False reassurance Sympathy

19. Mosby items and derived items © 2005 by Mosby, Inc. Nontherapeutic Communication Techniques (cont’d) Asking for explanations Approval or disapproval Defensive responses Passive or aggressive responses Arguing

20. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process Implementation –Adapting communication techniques for clients with special needs

21. Mosby items and derived items © 2005 by Mosby, Inc. Communication in the Nursing Process (cont’d) Evaluation –Analysis of communication patterns –Process recordings