| A | B |
|---|
| Being Defensive | Arguing or justifying your position instead of hearing clients’ view point |
| Therapeutic Communication | Encourages clients to talk about perceptions, fears, anxiety, and expectations |
| Communication | Giving and receiving info; verbal and nonverbal |
| Honesty | Trustworthy and consistent |
| Intrapersonal Communication | Messages one sends to oneself, self-talk also includes messages from you physiologic self like hunger |
| Interpersonal Communication | Messages between two people which is the key to nursing |
| Group Dynamics Communication | Messages among three or more people, most sophisticated because more than 3 are talking collaborating in health care |
| Verbal Messages | These are words that a person uses to speak to one or more listeners, spoken & written |
| Sender | Has a need to generate a message, create meaning or understand a situation |
| Message | A stimulus sent to the receiver |
| Channel | Medium used to send the message |
| Receiver | Has to be intact physiologically/psychologically to appropriately receive, hear, see, feel; anxiety and self-talk can enhance or hinder. |
| Feedback | Return of information and how it was interpreted |
| Nonverbal Communication | 60% or more of true communication and all the messages that accompany the words |
| Listening Barriers | Processing Rate, Information Overload, Receiver Apprehension |
| Listening Skills | Turn off competing messages, listen with your eyes, and understand details and ideas |
| Responding Skills | Be descriptive, timely, useful, and active |
| Empathy | The ability to put oneself in the other’s place and see things from his/her perspective. |
| Non-Therapeutic Communication | Develops when nurse responds in ways clients defensive, misunderstood, controlled, minimized, alienated, or discouraged from expressing thought |
| Rapport | Ability to establish a meaningful connection with clients |
| Social Communication | Small talk mutual sharing, giving and receiving, not planned, no contract, no specialized knowledge base |
| Orientation Phase | Foundation of the relationship is built; trust developed, and determines expectations, nurse & patient become acquainted with each other. The nurse will establish regular meeting of schedule, agreements and giving the patient information that there is a termination. |
| Working Phase | Purpose is to achieve goals of patient-caregiver agreement, problems are identified, goals established and problem solving methods are selected. |
| Termination Phase: | When goals of relationship have been achieved, care provider and patient share a sense of accomplishment, balanced by loss of a meaningful person in patient’s life. |
| Active Listening | Requires great concentration and focusing on the interaction |
| Communication Blocks or Barriers | Defensive comments, prying or probing questions, using clichés, inattentive listening, |
| Factors Affecting Communication | Culture, past experiences, emotions, mood, attitude, perceptions of the individual, self-concept all contribute to the way people communicate |
| Open-Ended Questions | Encourage a full, meaningful answer using the clients’ own knowledge and/or feelings. Tend to be more objective and less leading. Cannot be answered with few or short words; increase interaction |
| Close Ended Questions | Answered with simple facts, encourages a short or single-word answer. |
