Communication Week 2 1 PDF

Introduction to Communication Therapeutic Communication Asking Questions and Active Listening Introduction to Psychology and Communication NMHS10490 Dr John P Gilmore (he/they) Assistant Professor in Nursing Learning Outcomes At the end of this class, you will be able to: 1. Describe the...

Introduction to Communication Therapeutic Communication Asking Questions and Active Listening Introduction to Psychology and Communication NMHS10490 Dr John P Gilmore (he/they) Assistant Professor in Nursing Learning Outcomes At the end of this class, you will be able to: 1. Describe the different types of therapeutic questioning styles, including open, closed, funnel, probing, rhetorical and reflective questions. 2. Apply appropriate questioning techniques in therapeutic scenarios. 3. Compare the effectiveness of different questioning styles in eliciting information and promoting client engagement. 4. Critique the use of active listening skills and questioning techniques in your communication audit assignment, identifying areas for improvement. What is therapeutic communication? D e f i ni t i on : T h e r apeut i c c o m m uni c a t i o n i s a t yp e o f p r o f e s si o n a l communication defined as the purposeful, i n t e r p e r s o n a l , i n f o r ma t i o n - t r a n s m i t t i n g p r o c e s s t h a t l e a d s t o c l i e n t u n d e r s t a n d i n g a n d p a r t i c i p a ti o n. Purpose: B u i l d t r u s t , p r o vi d e e m o t i o n a l s u p p o r t , a n d f a c i l i t a te patient-centered care. I m p o r t a nc e : H e l p s i m p r o ve p a t i e n t o u t c o m e s, a d h e r e n ce t o t r e a t me n t , a n d s a t i s f a c ti o n Core elements Dealing with Information of therapeutic Health Exchange communication Issues (Xue and Heffernan 2021) Mutual Respect Questioning Questioning is key to gathering information, clarifying understanding, and guiding patient reflection. Effective questioning allows for a deeper understanding of the patient's needs and concerns.  Closed Questions Types of questions Open Funnel Questions Questions Questioning Strategies Leading Probing Questions Questions Rhetorical When should we use Questions and not use?  Closed Questions: Use Open Questions: Use for for specific information; detailed responses; avoid avoid when exploring in emergencies. emotions. When to Use and Not Use Funnel Questions: Use to Probing Questions: Use Different Types explore topics progressively; avoid if the to clarify details; avoid if the patient is becoming of Questions patient is already focused. uncomfortable. Rhetorical Questions: Leading Questions: Use for emphasis, but Avoid in most therapeutic avoid when seeking settings. genuine responses.  Active Empathy Listening Therapeutic Communication Non- Trust and judgemental rapport attitude Demonstrating Empathy Techniques to Demonstrate Empathy Definition Examples Acceptance acknowledges a Patient’s emotions or message and affirms they have been heard. Acceptance isn’t necessarily Patient: “I hate taking all this medicine. It the same thing as agreement; it can be makes me feel numb.” Acceptance enough to simply make eye contact and say, “I hear what you are saying.” Patients who Nurse (making eye contact): “Yes, I understand.” feel their nurses are listening to them and taking them seriously are more likely to be receptive to care. Giving recognition acknowledges and validates the client’s positive health behaviors. Recognition acknowledges a patient’s behavior and highlights it without Nurse: “I noticed you took all of your Giving Recognition giving an overt compliment. A compliment medications.” can sometimes be taken as condescending, especially when it concerns a routine task like making the bed.  Clarification Focusing Active Exploring listening Paraphrasing (Eau, 2022) Restating Summarising Active Listening Technique Definition Examples Clarification asks the patient to further define what they are communicating. Similar to active Patient: “I feel useless to everyone listening, asking for clarification and everything.” Clarification when a patient says something confusing or ambiguous is Nurse: “I’m not sure I understand what you mean by useless. Can you important. It helps nurses ensure give an example of a time you felt they understand what is actually useless?” being said and can help patients process their ideas more thoroughly. Focusing on a specific statement Patient: “I grew up with five made by a patient that seems brothers and sisters. We didn’t have particularly important prompts them much money, so my mom was to discuss it further. Patients don’t always working and never home. Focusing always have an objective perspective on their situation or past We had to fend for ourselves, and there was never any food in the experiences, but as impartial house.” observers, nurses can more easily Nurse: “It sounds as if you pick out important topics on which experienced some stressful to focus. conditions growing up.” Active Listening Definition Examples Technique Patient: “I had to lie when I found out a dark secret about Exploring gathers more my sister.” Exploring information about what the Nurse: “If you feel comfortable patient is communicating. doing so, tell me more about the situation and your sister’s dark secret.” Paraphrasing rephrases the Patient: “I’ve been way too busy patient’s words and key ideas today.” Paraphrasing to clarify their message and Nurse: “Participating in the encourage additional support groups today has kept communication. you busy.” Active Listening Definition Examples Restating uses different word Patient: “The nurses hate me choices for the same content here.” Restating stated by the patient to Nurse: “You feel as though the encourage elaboration. nurses dislike you?” Patient: “I don’t like to take Summarising demonstrates my medications because they active listening to patients and make me tired, and I gain a allows the nurse to verify lot of weight.” information. Ending a discussion Summarising with a phrase such as “Does that Nurse: “You haven’t been taking your medications this sound correct?” gives patients month because of the side explicit permission to make effects of fatigue and weight corrections if they’re necessary. gain. Is that correct?” Non Judgmental attitudes Therapeutic Techniques Definition Examples Reflecting asks patients what they think they Patient: “Do you think I should do this new should do, encourages them to be treatment or not?” Reflecting accountable for their own actions, and helps Nurse: “What do you think the pros and cons them come up with solutions. are for the new treatment plan?” The nurse does not verbally respond after a patient makes a statement, although they may Providing silence allows quiet time for self- Providing Silence nod or use other nonverbal communication to reflection by the patient. demonstrate active listening and validation of the patient’s message. Offering self provides support by being present. Inpatient care can be lonely and Offering to simply sit with patients for a few Offering Self/Providing stressful at times. When nurses provide minutes is a powerful way to create a caring Presence presence and spend time with their patients, it connection. shows patients they value them and are willing to give them time and attention. Building trust and rapport Therapeutic Techniques Definition Examples Nurse: “I remember you shared Offering hope encourages a with me how well you coped Offering Hope patient to persevere and be with difficult situations in the resilient. past.” Humor can lighten the mood Nurse: “Knock, knock.” and contribute to feelings of Patient: “Who’s there?” togetherness, closeness, and Nurse: “Orange.” Offering Humor friendliness. However, it is vital Patient: “Orange who?” for the nurse to tailor humor to Nurse: “Orange you glad to see the patient’s sense of humor. me?” (Laughs with the patient) Barriers to Effective Communication A r n o l d , E. C. , & B o g g s, K. U. ( 2 0 2 0 ). ENVIRONMENTAL EMOTIONAL REACTIONS CULTURAL OR LANGUAGE TIME CONSTRAINTS. DISTRACTIONS (E.G., OF THE NURSE (E.G., DIFFERENCES BETWEEN NOISE, STRESS, FATIGUE). THE NURSE AND THE INTERRUPTIONS). PATIENT. Effective questioning and active listening are central to therapeutic communication in nursing. Conclusion Understanding different types of questions helps nurses gather relevant information, and Key improve patient relationships, and provide holistic care. Takeaways Active listening, empathy, and reflective communication are critical skills to develop. References A b d o lrah imi , M., G h i yas van dia n , S., Za ke r i mog ha da m , M., & E b a d i , A. ( 2 0 1 7 ). Th e ra p e u tic co m m u n ica tion i n n u r s i n g s tu d e n ts : A Wa l ker & Ava n t co n ce p t a n a l ys is. E l e ctr o nic p hy s i cian , 9 ( 8 ) , 4 9 6 8 – 4 9 7 7. http s: / / d oi.or g / 1 0.1 9 08 2 /4 9 68 E r n s tm e ye r K , C h r i s tman E , e d s. ( 2 0 2 2 ) N u r s i n g: M e n ta l H e a l th a n d C o m m u n ity C o n ce p ts [ In te r ne t]. E a u C l a i r e C h a p te r 2 Th e ra p e utic C o m m u n icatio n a n d th e N u r s e - C lien t Re l a tion s hip. Ava ilable f r o m : h ttp s : / / w ww.n cbi.nlm.nih.g ov /b oo ks / NB K59 0 03 6 / Xue , W., & H e f f er na n, C. ( 2 0 2 1 ). Th e ra p e utic com m unica tion w i thin the n u r s e – p a tien t r e l a tion s hip : A co n ce p t a n a l y sis. In te r n atio na l j o u r n al o f n u r s i n g p ra cti ce, 2 7 ( 6) , e 1 2 9 3 8.