State the factors that affect communication - Internal factors: knowing yourself, knowing
your belief, being self-aware
External factors: privacy, equal status seating, personal space
Health literacy can also affect communication
Ability to understand the health information provided and/or navigate the health care
system
Includes reading, using numbers, understanding & remembering verbal instructions
Verbal communication - Verbal communication is what you say with your words.
Different verbal communication types
Open ended questions: allows the patient to expand on the subject
Example: Tell me how I can help you?
Closed or direct questions: yes or no answers
Example: Are you on a diet?
When communicating use:
SOLER
Squarely facing speaker (Or at an L)
Open your poster
Lean towards the speaker
Eye contact is maintained
Relax while listening
Nonverbal communication - Nonverbal communication is what you say with your body
language and actions.
Five types of nonverbal behaviors convey information about a person
Vocal Cues: pitch, tone, and quality of voice, including moaning, crying, and groaning
Action Cues: posture, facial expressions, and gestures
Object Cues: clothing, jewelry, and hairstyles
Personal Space: interpersonal transactions and care of belongings
Touch: involves use of personal space and action
Identify therapeutic communication techniques - Active listening - Silent attentiveness to
what the patient is expressing both verbally and nonverbally
Gives patient time to think what to say without interruption from you & gives you a
chance to observe person unobtrusively and note nonverbal cues
Example: two ears/one mouth & sit quietly to listen
, Barriers to communication - 1.Providing false assurance or reassurance—"Don't worry.
Everything will be okay."
2.Giving unwanted advice---if advice is your opinion, then keep to yourself
3.Using authority---do not do the "nurse knows best"
4.Using avoidance language---best way to talk about uncomfortable topics is direct
language
5.Engaging in distancing---"there is a lump in the breast" better to say "your" instead of
"the"
6.Using professional jargon---don't assume your patient understands language
7.Using leading or biased questions---do not say, "you don't smoke, do you?"
8.Talking too much---listen more than you talk
9.Interrupting
10.Using "why"---try to avoid why questions, comes across as blaming; the only good
answer to this question is...because
Identify therapeutic communication techniques - Facilitation - Provides general leads for
patient to say more
Examples: uh-huh, go on, mm-hmmm, .....
Identify therapeutic communication techniques - Summary - Final review of what person
has said; it condenses facts and presents your view of health problem
Is a type of validation that person can agree with or correct; both you and patient should
participate; occurring at the end of the interview
Example: Nurse states, "From what you have said, your back pain has gotten worse
over the past two days and now radiates to your hips. Your pain medicine isn't helping
and that is why you came to the clinic."
Identify therapeutic communication techniques - Reflection - Echoes patient's words,
repeats what person just said
Focuses further attention on a specific phrase, and helps person continue in his or her
own way
Example: Patient states, "I am worried that I will need a blood transfusion." & Nurse
states, "You feel worried about needing to get a blood transfusion?"
Discuss how to use SBAR as a form of professional communication and collaboration -
SITUTION - What is going on with the patient?
- Providing specific information relative to patient background
BACKGROUND - What is the clinical background?
- Providing context and assessment data relative to patient issue
ASSESSMENT - What do I think the problem is?
- Nurses interpretation of data relative to patient issue
RECCOMENDATION - What would I do to correct it?
- Expectation of physical order relative to patients' issue
Identify therapeutic communication techniques - Sharing Observations - Observe the
client by making comments on how they look, sound, or act
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