Open-ended
Question/comment which allows patients to express what they understand to be true, yet is specific
enough to prevent digressing from the issue at hand; allows the patient a wide range of possible
responses
closed
Question/comment used to gather specific information from a patient to...
Question/comment which allows patients to express what they understand to be true, yet is specific
enough to prevent digressing from the issue at hand; allows the patient a wide range of possible
responses
closed
Question/comment used to gather specific information from a patient to focus on a particular area;
provides receiver with limited choices of possible responses which may simply be limited to "yes" or
"no"; often a barrier to effective communication
validating (restating/paraphrasing)
question/comment which serves to validate what the nurse believes they have heard or observed;
overuse may lead the patient to believe the nurse is not listening
clarifying
question/comment which allows the nurse to gain an understanding of a patient's comment; can
prevent possible misconceptions which could lead to an inappropriate nursing diagnosis; overuse may
lead patient to think nurse is not knowledgable or not listening
reflecting
question/comment technique which involves repeating what the person has said or describing the
person's feelings; it encourages patients to elaborate on their thoughts and feelings
sequencing
question/comment which is used to place events in a chronologic order or to investigate a possible
cause-and-effect relationship between events
directing (exploring)
question/comment that might become necessary at times to obtain more information about a topic
brought up earlier in the interview or to introduce a new aspect of the current topic
assertive
behavior which is the hallmark of professional nursing relationships; the key is expressing and beliefs in
a nondefensive manner; "I" statements play an important role; they communicate feelings and
preferences without expressing a judgement or blaming another person
agressive
,behavior which involves asserting one's rights in a negative manner that violates the rights of others;
can be verbal or physical; communication which is marked by tension and anger; inhibits the formation
of good relationships
sender (source/encoder)
a person or group who initiates or begins the communication process
message
the actual communication product from the sender
channel
the ________ of communication is thee medium the sender has selected to send the message; may
target any of the receiver's senses
receiver (decoder)
the person who decodes a message; must then make a decision about an accurate response
confirmation (feedback)
the response to a message provides _________ (i.e., evidence) that the receiver has understood the
intended message
noise
factors that distort the quality of a message and interfere with the communication process; may be from
the TV, or from pain/discomfort experienced by the patient
intrapersonal communication
self-talk; communication within a person; the internal discussion when thinking but not outwardly
verbalizing thoughts
interpersonal communication
occurs between two or more people with a goal to exchange messages
group communication
Communication among members of a team or a collective about topics such as goals, strategies, and
conflict.
small-group communication
occurs when nurses interact with two or more individuals; examples include staff meetings, teaching
sessions, and support groups
,organizational communication
occurs when people and groups within an organization communicate to achieve established goals
group dynamics
involve how individual group members relate to one another during the process of working toward
group goals
distractions, privacy
the goal of creating an environment conducive to communication is to minimize __________ and ensure
__________
situation, background, assessment, recommendation
SBAR
S, B
parts of SBAR which provide objective data
A, R
parts of SBAR which allow for the presentation of subjective information
helping relationship
exists among people who provide and receive assistance in meeting human needs; used to refer to such
relationships between nurses and patients
one-way
which type of communication is very structured, sender controlled, and involves little, if any, expected
response?
two-way
which type of communication is unstructured, involves equal contribution between the sender/receiver,
& feedback is expected & respected?
empathy
identifying with the way another person feels; nurse is sensitive to patient's feelings and problems but
remains objective enough to help the patient work to obtain positive outcomes
sympathy
, feelings of pity and sorrow for someone else's misfortune; shifts the emphasis from the patient to the
nurse
facial expressions
convey emotions or mask emotions; make up 1/2 of the feeling message; may send a message the
person is unaware of conveying
eye contact
can signal readiness to communicate, interest, and respect (often used to gain attention, sign of respect
in some cultures/disrespect in others, shows openness)
lack of eye contact
can signal anxiety, defensiveness, discomfort, lack of confidence in communicating or avoidance
acceptance and respect
the nurse provides services unrestricted by consideration of social and economic status, personal
attributes, or the nature of the problem
clarifying
asking the client to restate, explain further to validate whether you interpreted the message accurately
focusing
keeping attention on what is being said or read; this helps the client focus on what is important
assertive communication
promotes self esteem, upholds personal and professional rights; characterized by feelings of security,
competence, power, and professionalism
assertive
________ responses are honest, open, and direct
evidence based practice
The integration of the best knowledge (clinical expertise, research, and patient values)--the proven
latest and greatest for a particular patient; provides evidence-based data to allow you to provide
effective patient care to improve patient outcomes
communication
effective _________ is essential to developing a relationship
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