Student Principles of Basic Communication1.pptx

Principles of Basic and Therapeutic Communication NURS 1090 Principles of Basic Communication Course Concepts and Unit Outcomes Unit Outcomes Describe characteristics of basic communication Communicate effectively at a basic level with patients and interprofessional team​ Identify basic c...

Principles of Basic and Therapeutic Communication NURS 1090 Principles of Basic Communication Course Concepts and Unit Outcomes Unit Outcomes Describe characteristics of basic communication Communicate effectively at a basic level with patients and interprofessional team​ Identify basic communication principles. ​ Use therapeutic communication techniques to promote wellbeing. ​ Demonstrate caring behaviors in interactions with individuals.​ Communication Purposes: To influence others to respond To obtain information Effective communication is necessary for the creation of a healthy nurse-patient relationship Developing a trusting relationship with the patient will promote effective communication Essential to patient-centered nursing care Clear communication is essential to the safety of the client and for collaboration between the nurse and the healthcare team Elements of Communication Process  Aspects of Communication: Pace and Intonation Timing & Relevance Use of commonly Adaptability understood words Credibility Clarity & Brevity Humor Information to convey Vocabulary  Aspects of Communication: Non-Verbal: Unspoken communication; body language Personal appearance Posture and gait Facial expressions Eye contact Gestures Sounds/Paralanguage  Listening Skills Active listening Giving complete attention and concentration on the sender’s communication Conveying a real desire to hear and understand what is being communicated both verbally and nonverbally Attending behaviors The nonverbal behaviors that support active listening  Techniques That Promote Non-Verbal Communication Relaxed stance/posture Adopt a friendly, open avoid crossing arms Maintain appropriate facial expression-smile and legs eye contact appropriately, nod head to confirm affirmation Sit down to listen at patient’s eye level Turn and lean toward the patient  Verbal/Nonverbal Nonverbal will reinforce or contradict (disagree) with the verbal communication Congruent/Congruency: the verbal and nonverbal communication agrees  Touch Touch The use of touch purposefully Integral to nursing Zones of touch Procedural touch Comfort touch  Factors Influencing the Communication Process Development (age): older Values: standards that adults (will discuss) influence behavior Gender: males/females Perceptions: personal communicate differently views of an event Sociocultural: culture, Personal Space education, economic level Communicating with the Older Adult Recognize the tendency to stereotype older adults, then conduct your own assessment Avoid speech that might be seen as patronizing to an older person (“elderspeak”)  Communicating with the Older Adult DO: Speak in a normal tone Use normal words Attempt reorientation Minimize distractions Provide positive feedback Use visual aids (pictures, diagrams) Use hearing aids and glasses *Normal changes of aging can impede communication  Do not: Use simplistic vocabulary and grammar Communicating Use terms of endearment with the Older Use collective pronouns – “Are we ready Adult for our dinner?” Use tagging Questions – “You’re ready for a bath now, aren’t you?” Shorten your sentences as if they cannot understand the concept Slow down your speech Elevate pitch or tone or shout  Communicating with the Older Adult Tips Normal changes of aging Focus on patient (face patient; not computer that could impede screen, report sheet,etc) communication Make sure the patient has hearing aid in Hearing loss and/or glasses on Visual loss Speak clearly and slightly slower Memory loss Try to minimize noise and distractions in the room Allow time for patient to respond and/or ask questions Keep communication short and to the point  Diverse Populations Clear and appropriate communication can be a unique challenge… Many languages spoken in our society Multicultural and diverse population Nonverbal communication must be considered Nurses must recognize cultural and diversity differences Use available resources  Cultural Considerations Understand your own cultural values and biases Assess the patient’s primary language and level of understanding English Provide an interpreter for the patient and health care providers to communicate with each other Speak directly to patient even if interpreter is present Provide written information in English and primary language Learn about the common cultures in your geographical work area  National Patient Safety Goal Communication Inability to effectively and Safety communicate with patients, families, members of the healthcare team can result in adverse (negative) patient outcomes.  Test Your Knowledge Which describes actively paying attention? A: Listening B: Non-Verbal Communication C: Hearing D: Verbal Communication  Test Your Knowledge When a person receives a message, it is their responsibility to provide the sender: A: Perception B: Self-concept C: Feedback D: Non-verbal Clues  Test Your Knowledge When interviewing a client, what non-verbal behavior should the nurse demonstrate? A: Maintaining indirect eye contact with the client B: Providing space by leaning back away from the client C: Sitting squarely, facing the client D: Maintaining open posture with arms and legs crossed  Therapeutic Relationships/Communication  Therapeutic Communication Therapeutic communication: The manner in which nurses communicate with patients and families For a purpose: to influence others to respond or to obtain information. To promote personal growth of the patient Ex: collect information, provide information and support, provide education Always for the benefit of the patient The communication is patient and goal directed  Characteristics: Explicit time frame Nurse- Goal-directed approach Patient Initial goal: establishment of trust Relationship Health related goals High expectation of confidentiality Nurse establishes and takes responsibility for the interaction(s) The patient’s needs are the priority Nurse is nonjudgmental and accepting Based on trust, respect, sensitivity and nurturing  The Nurse uses the following to enhance patient’s growth Knowledge of communication theory Understanding of human behavior Therapeutic Personal strengths Relationships Focus is on client’s ideas, experiences and feelings **The patient is the focus of the interaction Communication has a purpose  Nurse’s Role in the Therapeutic Relationship Direct administration of physical care Advocacy on behalf of patients and families Psychosocial support Health education and counseling  Awareness of self and values Crucial to establish and maintain the therapeutic relationship Ability to analyze own feelings Recognize them; make sure our own feelings do not Nurse Attributes “spill” over to our patient care May need to discuss feelings such as anger with Needed for a instructor or nurse manager Therapeutic Altruism Relationship Strong sense of ethics Responsibility Concepts to Enhance Development of Therapeutic Relationship Caring Trust Unconditional Positive Regard Empathy  Caring Caring- Act of giving freely and willingly of oneself to another through expressions of warmth, compassion, kindness, consideration, and interest Caritas Presence: Being open, receptive and available Empowerment: Helping patients identify their own health care needs Compassion: Willingness to understand what the patient is experiencing Competence: Possesses professional values, knowledge and skills Research shows that caring has a positive influence on health status and healing.  Presence ‘being there’ and ‘being with’ May not always know the right things to say Caring Behaviors Active Listening Being reliable and consistent Follow through Caring Touch Continuity of Care Trust Trust- reliance on the character, ability, strength, or truthfulness of another individual Includes both confidence in the nurse’s competence and perceptions that the nurse has the patient’s best interests in mind  Techniques to Promote Trust Convey respect and caring Use the patient’s proper name Use active listening Convey nonverbal expressions of positive regard Maintain confidentiality  Unconditional Positive Regard It implies respect The ability to view The nurse’s and is conveyed another person as attitude is through words worthy of caring nonjudgmental and actions The nurse need Imperfections are not condone, like accepted or accept the patient’s behavior  Examples The patient who has…..diabetes.” not, “The diabetic….” “The patient who has problems with….alcohol.” not, “The alcoholic….”  Requires nurse to be both sensitive and imaginative, especially if you have not had similar experiences Can be a learned or acquired skill Empathy It highlights the feeling or emotional aspect of an experience Patient may have difficulty verbalizing Empathy--Therapeutic The ability to perceive and understand another person’s The ability to put emotions accurately and to oneself in someone communicate the meaning else's situation of feelings to the other through verbal and nonverbal behavior Sympathy - Nontherapeutic The actual sharing of another’s feelings Usually accompanies responses of sadness or pity Objectivity may be lost There may be a need to reduce one’s own distress  A friend tells you her mother was just diagnosed with inoperable cancer. She begins to Example cry. of “I know exactly how you feel. sympathy My mother was hospitalized last year and it was just awful. I still get upset just thinking about it.” Application How would you reword this if you were talking with a patient and convey empathy? Goal- directed Phases of Nurse- Patient Relationship