Chapter 8 : Communication and the Nurse-Patient Relationship …. Pg. 99
Key terms: 1. Active listening (pg.100) : listening with great concentration and focused energy 2. Advocate pg.101: standing up for your patient’s rights ; active in the patient’s behalf ; being a representative of your own patient 3. Aphasia pg.108 difficulty expressing or understanding language 4. Body language pg.99: nonverbal communication 5. Communication pg.99: the exchange of information and ideas by speech, writing, gesture, expression, body posture , intonation, and general appearance 6. Confidentiality pg.107 the principal of keeping private information about the patient 7. Congruent pg.99 in agreement 8. Delegate pg.110 authorize another person to do something ; entrust to another 9. Empathy pg.107 the ability to understand by seeing the situation from another’s perspective 10. Feedback pg.100 return of information and how it was interpreted 11. Incongruent pg.101 verbal and nonverbal messages that do not agree 12. Input pg.111 information put it 13. ISBAR-R pg. 110 a technique for communication between members of the health care team; the acronym standing for Introduction, Situation, Background, Assessment, Recommendation, and Readback 14. Mindful pg.100 being highly aware and alert to another’s feelings; considerate 15. Nonverbal pg.99 without words 16. Nonjudgmental pg.101 refraining from judgment ; and attitude of openness. 17. Patient-centered care pg.101 recognizing the patient as the source of control and full partner in providing compassionate and coordinated care based on respect for the patients values , needs, and preferences 18. Perception pg. 100 being aware of something through the senses of seeing , hearing, feeling, tasting, and smelling 19. Rapport pg.106 a relationship of mutual trust or affinity 20. Shift report pg.109 a report on the details of a patient’s condition and treatment 21. Therapeutic pg.103 having medicinal or healing properties 22. Therapeutic communication pg.102 communication that promotes understanding between the sender and the receiver 23. Verbal pg. 99 in words; expressed orally
THE COMMUNICATION PROCESS * Communication occurs when one person sends a message to another person who receives it ,processes it , and indicates that the message has been interpreted. * Communication is a continuous , circular process and occurs in two ways : 1. Verbal (in words) 2. Nonverbal (without words) * Verbal communication consists of words either spoken or written * Nonverbal communication, also known as body language, is conveyed by gesture, expression, body posture, intonation, and general appearance. * Nonverbal communication conveys more of what a person feels, thinks, and means and is actually stated in words * Anxiety , fear, and pain are often expressed by nonverbal cues * Validate perception (recognition and interpretation of sensory stimuli) of nonverbal communication with the patient. This can be done by asking about feelings and thoughts. For example, “Mrs.Lopez, you seem a little restless (and anxious) today. Would you like to talk about something? * Good communication requires active listening (focusing on what is being said) , timely feedback (return of information and how it was interpreted), and validation of assumptions about nonverbal cues.
FACTORS AFFECTING COMMUNICATION * Culture , past experience, emotions, mood, attitude, perceptions of the individual, and self-concept all contribute to the way people communicate . A. CULTURAL DIFFERENCES * Individuals differ in the amount of personal space they need between them and the person whom they are speaking to . * 18 inches to 4 feet is the distance that individuals generally