Communication Skills: Definition and Key Terms

Communication Skills

• Communication is an interaction between two or more persons that involves the exchange of information between a sender and a receiver.
• It involves the expression of emotions, ideas, and thoughts through verbal and non-verbal signals.

Key Terms

• Active listening
• Cadence (Rate or pace)
• Clarifying
• Comforting
• De-escalation
• Empathy
• Interviewing
• Orientation phase
• Paraphrasing
• Reflecting
• Restating
• Summarizing
• Termination phase
• Therapeutic silence
• Working phase

Therapeutic Communication

• An application of the communication process to promote the well-being of the client.

Verbal Communication

• Includes spoken and written word
• Factors affecting verbal communication: tone, volume, cadence, cultural differences, jargon, slang
• Considerations: cognitive impairments, visual impairments, developmental stage

Nonverbal Communication

• All behaviors that express messages without the use of words
• Includes: body movement, physical appearance, personal space, touch, body language
• Should be consistent with spoken word
• Cultural considerations

Key Components of Effective Communication

• Self-awareness
• Empathy
• Genuineness
• Respect for the client
• Establishing the Nurse-Client Relationship
• Goal: to encourage wellness and personal growth

Essential Skills

• Active listening
• Clarifying
• Paraphrasing
• Reflecting
• Comforting
• Focusing
• Restating
• Summarizing
• Genuineness
• Informing
• Suggesting
• Therapeutic silence
• Open-ended statements and questions
• Interviewing

Barriers to Effective Communication

• Offering your opinion
• Giving false reassurance
• Defensiveness
• Showing approval or disapproval
• Stereotyping
• "Why"

Phases of Communication

• Orientation Phase: learn about the client, establish goals, clarify misunderstandings, establish rapport
• Working Phase: client and nurse work toward reaching set goals
• Termination Phase: examine and evaluate the relationship, review goals and results, say good-bye

Variables Influencing Communication

• Culture, experience, coping ability, and psychopathology of the client
• Culture, experience, knowledge of psychopathology, and guidance skills of the nurse

The Anxious Client

• Anxiety can be the result of many different factors
• Can interfere with communication and care
• Stages of anxiety:
  • Mild
  • Moderate
  • Severe
  • Panic

Interventions for Anxiety

• Recognize your anxiety level
• Be aware of nonverbal cues and body language
• Decrease environmental stimuli
• Provide brief, simple instructions
• Use active listening skills
• Assist the client with effective coping mechanisms

The Angry Client

• Anger is a common underlying factor associated with violent potential
• Interventions:
  • De-escalation strategy
  • Maintain an open exit
  • Use slow and deliberate gestures
  • Decrease environmental stimuli
  • Set limits to provide structure
  • Maintain personal space
  • Maintain a non-threatening position with a body stance

The Depressed Client

• Depression—a common condition that affects a person’s ability to function
• Symptoms: apathy, sadness, fatigue, guilt, poor concentration, sleep disturbances, and suicidal thoughts
• Interventions:
  • Accept client as they are
  • Be honest and empathic
  • Use appropriate nonverbal behaviors
  • Use open-ended questions
  • Reward decision making and independent actions
  • Provide comfort measures
  • Spend time with the client

Test your understanding of communication skills, including the definition of communication, active listening, and key terms such as empathy, paraphrasing, and summarizing. This quiz covers the basics of effective communication and is essential for anyone looking to improve their interpersonal skills.