Communication NURS 344 Spring 2025 PDF

C O M M U N I C AT I O N NURS 344 Spring 2025 Victoria Seidman, MSN-Ed, RN, COI, TNCC 2 C O M M U N I C AT I O N o The process by which information is transferred from one person to another. o Information is shared between the sender and receiver thro...

C O M M U N I C AT I O N NURS 344 Spring 2025 Victoria Seidman, MSN-Ed, RN, COI, TNCC 2 C O M M U N I C AT I O N o The process by which information is transferred from one person to another. o Information is shared between the sender and receiver through: o Verbal connection o Body language o Emotions o The use of technology or other equipment 3 We’ll be primarily discussing communication with our patients, but you can use this information to better your communication with providers, colleagues, peers, instructors, and more! 4 COMPONENTS o There are multiple communication models, but each has at minimum a sender (person who initiates and transmits message), receiver (person to whom the sender aims the message), and message (verbal or nonverbal information). FEEDBACK o Feedback allows the sender and receiver to know the message was properly understood o *Closed loop communication* o When receiving a provider’s order, or delegating a task, closed loop communication is the most appropriate type of feedback. o Read-back method 5 SBAR 6 VERBAL VS. NONVERBAL C O M M U N I C AT I O N o Verbal communication—what is actually said o Nonverbal communication—Physical gestures, also known as body language o BOTH play important roles in interactions among nurses, clients, and their families 7 VERBAL C O M M U N I C AT I O N o Vocabulary o Limited vocab or use of a different language can make it difficult for nurses to communicate with clients! o Using medical jargon can decrease clients’ understanding o Use vocab appropriate for developmental age o Credibility o Trustworthiness and reliability of the individual o Lack of credibility makes a sense of uncertainty for clients 8 VERBAL C O M M U N I C AT I O N (CONT’D) o Denotative and connotative meaning o When communicating, participants must share meanings o Words that have multiple meanings can cause miscommunication if people interpret them differently. Idioms can be misconstrued for a variety of reasons and should be avoided o Ex: “We have a huge lecture class!” o Ex: “Professor Seidman, Maria is looking blue!” 9 VERBAL C O M M U N I C AT I O N ( C O N T ’ D ) o Clarity and brevity o The shortest, simplest communication is usually the most effective o Long and complex communication can be difficult to understand o Timing and relevance o Knowing when to communicate makes the receiver more attentive to the message o When clients are uncomfortable or distracted, it can be difficult to convey the message o Pacing o The rate of speech can communicate a meaning the speaker did not intend o Speaking rapidly can suggest not having time for the clients o Intonation o The tone of voice can communicate a variety of feelings o Nurses communicate feelings through their tone of 10 NONVERBAL C O M M U N I C AT I O N o Appearance, posture, gait o First impression. Carry ourselves with professionalism. o Facial expressions, eye contact, gestures o Eye contact typically conveys interest and respect but varies with culture and the situation o Gestures enhance verbal communication or create their own messages o Sounds (crying, moaning) o Territoriality, personal space o Knowing where you are in a room, how close to a patient, etc. so they do not perceive a threat and react defensively 11 PRACTICE QUESTION! A nurse is caring for a client who is sitting in a chair. To facilitate effective communication, which of the following actions should the nurse take? A. Touch the client’s arm B. Sit at eye level with the client C. Stand facing the client D. Stand with a relaxed posture 12 THERAPEUTIC C O M M U N I C AT I O N o The purposeful use of communication to build and maintain helping relationships with clients, families, and their significant others. o Components: o Time: Plan for and allow adequate time! o Attentive behavior or active listening: Use this as a means of conveying interest, trust, and acceptance o Caring attitude: Hello, Caritas processes! Show concern and facilitate an emotional connection and support among nurses, clients, families, and significant others o Honesty: Be open, direct, truthful, and sincere o Empathy: Convey an objective awareness and understanding of the feelings, emotions, and behavior of the clients, families, and significant others, including trying to envision what it must be like in their position o Nonjugmental attitude: A display of acceptance 13 DE- E S C A L AT I O N 14 15 FOUR MODES OF C O M M U N I C AT I O N o Verbal, Nonverbal, Electronic, Written o Many orders we take from providers will be in electronic format o Be aware of your communication when interacting with providers via electronic format (i.e. YouCallMD) o Maintaining professionalism (NO TEXT ABBREVIATIONS-LOL) 16 C O M M U N I C AT I O N S T Y L E S o Passive: Want to avoid conflict, so individual says nothing or simply agrees. o Assertive: Honest and clear communication that does not violate the rights of others. o Aggressive: Communication that is verbally, and sometimes physically, abusive. o Passive Aggressive: Communication that appears passive on the surface, but often, the individual is demonstrating their anger in a subtle, indirect, or secretive way. o In our workplace setting, employee communication should never be aggressive or passive aggressive. Even during code blues or when being yelled at by a patient! We strive to maintain professionalism and composure, even in the face of conflict. 17 E F F E C T I V E N E SS o Clients’ psychosocial and physiological factors, as well as those of the nursing staff, can influence communication effectiveness. o What are some examples?  M O T I VAT I O N 18 AL INTERVIEWI NG o A form of therapeutic communication that allows the nurse and client to develop plans to promote the client using several techniques. o OARS— o Open-Ended Questions o Affirmations o Reflective Listening o Summarizing o *See handout in lecture materials for more information about how to navigate these conversations. 19 POTENTIAL BARRIERS T O C O M M U N I C AT I O N o Language differences o Cultural diversities o Speech or hearing impairments o Guiding clients away from background noise if in a noisy environment o Development or cognitive disorders o Medication effects o Effects of recreational drugs o Distress o Environmental factors 20 EFFECTIVE SKILLS & TECHNIQUES o Silence: This allows time for meaningful reflection. o Presenting reality: This helps the client distinguish what is real from what is not and to dispel delusions, hallucinations, and faulty beliefs. o Active listening: This helps the nurse hear, observe, and understand what the client communicates and provide additional feedback. o Asking questions: This is a way to seek additional information. o Open-Ended questions: Facilitates spontaneous responses and interactive discussion. Encourages the client to explore feelings and thoughts and avoids yes or no answers. o Offering general leads, broad opening statements: Encourages the client to start and continue talking. 21 EFFECTIVE SKILLS & TECHNIQUES(CONT’D) o Clarifying techniques: This helps the nurse determine whether the message the client received was accurate. o Restating: Uses the client’s exact words o Reflecting: Directs the focus back to the client for them to examine their feelings o Paraphrasing: Restates the client’s feelings and thoughts for them to confirm what they have communicated o Exploring: Allows the nurse to gather more information about important topics the client mentioned. o Showing acceptance & recognition: Acknowledges the nurse’s interest and nonjudgmental attitude. o Focusing o Giving information: Provides factual details that the client might need for decision-making. 22 PRACTICE QUESTION! Sort the listed skills and techniques into the Effective category or the Ineffective category. A. Stereotyping B. Challenging C. Clarifying D. Approving E. Active listening F. Asking for an explanation  EFFECTIVE 23 SKILLS & TECHNIQUES(CON T’D) o Summarizing: Emphasizes important points and reviews what the nurse and client have discussed. o Offering self: Demonstrates a willingness to spend time with the client. The nurse can share limited personal information, but the focus should return to the client as soon as possible. o Touch: If appropriate, touch can communicate caring and provide comfort. o Sharing feelings: Ask clients to express feelings and help them identify their feelings! 24