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WEEK 5

Objectives
Articulate how verbal communication style
affects the nurse-client relationship.
Articulate how nonverbal communication
styles affect the nurse client-relationship.
Analyze other factors that may influence
communication with clients.
Explain and use therapeutic communication
concepts.
Define communication
Combination of verbal and non-verbal
behaviors integrated for the purpose of sharing
a message.

Communication terms:
Denotation- common meaning
Connotation- personal meaning to object
Culture and communication
Anybody watch NCIS?

Know Ziva? What does she do when she is
speaking at times?
Verbal communication
Words used to communicate with others,
influenced by age, race, socioeconomic group,
educational background, and sex.

As a nurse, communication is vital. The book
talks about caring for an unconscious patient
and her remembering the voice of her nurse
when she woke, never forget this!
Verbal communication
continued
Scenario with the code.

Be careful of our communication as well!!
Make sure to avoid
Slang and jargon

Medical jargon


How you say it can have a huge
impact
With your shoulder partner use the exercise on
p. 173
Take the 3 sentences and change them into
positives.
Now lets talk about what you came up with,
was it challenging?
Non-verbal communication
Allow silence
Use congruent nonverbal behaviors- what you
are saying matches your body language.
Use facilitative body language-
Posture
Facial expressions
Eye contact
Gestures
Touch
Mr. Beans holiday
Lets do this

Watch the following movie clip

Half of the class write down dialogue that you
think should be spoken by Mr. Bean
Half of class write down dialogue that you
think the police officers should be saying
Mr. Beans holiday
http://www.youtube.com/watch?v=EKMWjyVja6
Y
Mr. Beans activity continued
Lets put them together and see if the
nonverbal were interpreted the same, would
love 8 volunteers.

Lets make one last connection, how did the
interpretations vary? How does this get
applied to the nursing profession?
Non-verbal activity
Stack the deck

Everyone gets a card, dont share your card with
anyone.
No talking.
Using nonverbal communication, get into 4 groups
according to your card. There will be a spades
group, hearts, clubs and diamonds group.
Now, get in numeric order, from smallest number
to largest (2-Ace).
Quickest group wins!!
How do we identify our own
communication style?
Clients get frustrated with the communication
of their caregivers, understanding your own
behaviors will create an environment of
healing and not of frustration.

Lets figure our styles out.
First, do this
On a blank sheet of paper, identify how you
feel you communicate with strangers.

Now, with the students I assign you, walk
through your IPOWER statement.

Have each student give you feedback, do you
think this is similar to how you will
communicate with patients?
Now, do this
Reflect on what you just learned and
recognized with your behaviors. What did you
do great? What are you going to be aware of
when caring for others?

Dont be afraid to use the box on page 172 to
reflect on ideas.
Therapeutic communications
Got skills?
Define Therapeutic
Communication
An interactive dynamic process, involving
nurse and client to achieve health-related
goals. Verbal and nonverbal communication.
Done with a purpose!
Essential components
Active listening- what is the patient not telling
us?
Words with a purpose
What alters the process on the
patient side?
Being preoccupied
Unable to understand
Emotions
Feeling defensive
Confusion, dont understand the message
No privacy
Hearing or cognitive impairments
What alters the process on the
nursing side?
Preoccupation
Being in a hurry
Making assumptions
Cultural stereotypes
Defensiveness or personal insecurity
Thinking ahead to next question
Client who is emotional or aggressive

Client centered communications
Begins with.
Building rapport
Observing
Asking questions- open ended questions
encourage the client to drive the conversation,
focused questions places limitations on the
answer you are seeking, closed ended
questions narrow the focus even more to a one
word answer usually.
Active listening
Minimal cues and leads
Clarification
Restatement
Paraphrasing
Reflection
Summarization
Silence
Negative listening skills
False reassurance
Giving advice
False inferences
Moralizing
Value judgment
Social responses
Lets watch
http://www.youtube.com/watch?v=h2_FdDqI7B
I


What is your take away????
Lets go through each scenario. What could
they have done even better?
Lets do this
I will pair you up, spend 5 minutes sharing a
random story with your partner, something
they would know nothing about.

Return to your desk, we will discuss.

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