| A | B |
|---|
| Verbal communication | Use of spoken and written words to send a message. |
| Non-Verbal Communication | Exchange of messages without the use of words. |
| Active Listening | Uses all of the senses to interpret both verbal and nonverbal messages |
| Feedback | A way to verify that the message received was the one that was sent |
| Open-Ended Questions | Broad question/statement that needs more than one or two word answers. |
| Example of Open-Ended Questions | “How did you sleep?” |
| Restating | Paraphrasing the message. |
| Example of Restating | “You are afraid that you might have complications from your surgery?” |
| Touch | Powerful form of nonverbal communication. |
| Clarifying | Verifying that the message heard is the message that was intended. |
| Example of Clarifying | “Are you saying that you did not get your medication today?” |
| General Leads | Broad openings to get the interaction started. |
| Example of General Leads | “I hear you may be discharged tomorrow, what do you think about that.” |
| Encouraging Elaboration | Encourages patients to share feelings about what is happening |
| Example of Encouraging Elaboration | “Tell me more about that.” |
| Summarizing | A sentence or two of the major points of the conversation. |
| Example of Summarizing | “Let me see, we have discussed . . .” |
| Changing the Subject | Communication Block - Indicates that there is discomfort, disinterest, or anxiety on the nurse’s part. |
| Offering False Reassurance | Communication Block - Giving false hopes. |
| Example of Offering False Reassurance | “You will be fine.” |
| Giving Advice | Communication Block - places the focus on the nurse rather than the patient. |
| Example of Giving Advice | “I think you should . . .” |
| Example of Defensive Comments | “We are very short staffed today” |
| Prying/Probing Questions | Communication Block - Questions why the patient did or did not do a particular thing. |
| Example of Prying/Probing Questions | “Why did you do that?” |
| Using Cliches | Communication Block - Overused expression that may have no real relation to the current situation. |
| Example of Using Cliches | “There’s always light at the end of the tunnel.” |
