COMMUNICATION IN NURSING
Potter & Perry
Chapter 8
Denise Coe RN MSN HNC
AND
Incorporated Slides from Cathie Hansen and Anita
Kovalsky
What is Communication?
A process in which people affect one another through
the exchange of information.
Process of Transmitting Messages and Interpreting the
Meaning of the Other persons message
Cannot not communicate.
Why are Communication Skills Important?
We use communication skills throughout the nursing
process to effectively work with clients, families, and health care team.
It is the BASE of a nurse patient relationship
More on Communication
An exchange of energy.
A sharing
The means we use to establish helping-healing
relationships.
The method by which we express caring.
More About Developing Communication Skills
To communicate effectively the nurse must be willing to
examine his/her own thinking.
Willing to look at and overcome personal biases
Why are Communication Skills Important?
We use communication skills throughout the nursing
process to effectively work with clients, families, and health care team.
Communicating within the Nursing Process
Communication
will assist in setting the tone and in the collection of the information.
Communication
will assist in collaborating with the patient and health care team to establish
a plan of care.
Communicating
will help in compliancy issues.
Communication
will help in gathering the information to evaluate and in reporting the
outcomes.
Process of Communication
Referent
Sender
Message
Channel
Receiver
Environment
Feedback
Levels of Communication
Intrapersonal
People talk to themselves and form thoughts internally
Interpersonal
Interaction that occurs between people/groups
(This is the one we are primarily concerned with at
this point)
Public
Interaction of one person with large groups
Purpose of the Communication Process
Key point- the
nurse must use critical thinking to focus on each aspect of communication so
the interactions can be purposeful and
effective.
The communication is focused on the needs of the
patient, goal directed, and planned.
Want to convey caring and reduce anxiety.
Forms of Communication
Verbal
What effects it?
Connotations of
words- take your vital signs.
Pace of the
communication.
Intonation-tone
of voice. Example?
Clear, to the
point.
Timing- best
timing is when patient expresses an interest in communication. What about
hidden ways of expressing interest?
Forms of Communication
NONVERBAL
the message is communicated through
body language.
Examples of body language. Sometimes is more loud than
our words.
Appearance- We assess patients on appearance and they
assess us. How do we look?
Forms of Communication
Nonverbal-
posture, gait, facial expression,
Eye contact,
gestures, sounds, personal space.
Lots of room for
error if we rely on non- verbal messages alone. Must validate.
Distance-
intimate, personal, social
Boundaries need
to be set to establish trust and safety.
Touch- be mindful
that clients may not perceive touch as you may be.
Forms of Communication
Metacommunication-the
message within the message. Patient says
he feels fine about going to surgery, yet his body is tense, is listening to
depressing music, and doesnt eat dinner. Validate. Ask.
Professional Nursing Relationships
What is it?
We use communication to help patients achieve
successful outcomes to the problems which are preventing them from optimum
health.
How does it differ from social relationship?
What is the role of social talk?
Element of Professional Communication
Courtesy- sets
the emotional tone. Use of please, thank you and other courteous remarks
Use of names- who
are you and your purpose. No terms of endearment!
Decreased stress
makes for a more engaged patient in learning and healing.
Professional
appearance, demeanor and behavior
Availability-
being there when needed
Elements of Professional Communication
Privacy and confidentiality- What are we saying at the
desk? Sets a tone of emotional safety.
Trustworthiness- patient is vulnerable. Without trust
the nurse-patient relationship rarely progresses beyond the social interaction
and superficial care.
Self introduction- introducing self
Ingredients for the Development of a Therapeutic Relationship
Non judgmental approach
Acceptance
Warmth
Empathy
Authenticity
Congruency
Respect
Rapport-
Trust-
Patience- trust may take a while to establish
Establishing a Nurse-Client Helping
Relationship
Created through
THERAPEUTIC COMMUNICATION!!!
Builds the TRUST
of the Client in the Nurse!!!
Phases of the
helping relationship:
1. Preinteraction phase 3.
Working phase
2. Orientation phase 4. Termination phase
Phases of the Nurse-Client Relationship
Preinteraction. Get centered
Empty ourselves of preconceived ideas about the
client.
Gather
information
Examine ones own
feelings about what has been heard.
Phases of the Nurse Patient Relationship
Orientation or
Introductory Stage
Set the
parameters of the relationship- builds trust
Phases of the Nurse-Client Relationship
Working phase-
Phases of the Nurse Patient Relationship
Termination phase
Have goals been
reached?
Client may have
to be discharged?
Student rotation
is over?
Tips for Effective Communication
A learned process: You will learn techniques in next
weeks seminar!
Avoid why questions which tend to put people on the
defensive
What questions evoke facts
How questions tend to lead to a discussion of
feelings and client views
More Tips
Active listening-
nursing presence.
Sharing empathy-
accept the others reality without trying to change it. To accurately perceive
and communicate that perception to the other.
Sharing hope-
essential for healing. Communicate a sense of possibility. Seeing the more of
the patient. The inherent worth of every person. Pointing out strengths.
Sharing
humor-helps both patient and nurse deal with difficult situations.
Using touch- may
convey caring. The nurse needs to understand that touch is perceived
differently by different people based on previous experiences and expectations.
May have to modify our behaviors.