EMERSION COURSE FOR ENTERING BSN STUDENTS

Communication for Nurses

What Verbal Communication for Nurses is NOT

Intrapersonal An interior dialogue with oneself

Interpersonal A dialogue between persons with equal expectations

for personal gainSocial

Dialogue between peers for entertainmentSelf-serving

Patient is focus-not nurse

Communication Definition

Omnipresent circular process of transmitting, coding, and sending messages

Verbal and Non-verbal

Verbal Communication

Subject to misinterpretation e.g. What does the sentence, “You cannot put too

many chocolate chips in chocolate chip cookies” mean?

Dependent on understanding of language, slang, clichés e.g. What does the sentence, “Do you have any bread”

mean?Dependent on intent, such as sarcasm

e.g. What does the sentence, “ I love it when James walks in front of me and then slams the door in my face” mean?

Verbal Communication

WordsSentencesSoundsTone

Non-verbal Communication

Subject to cultural interpretationMore powerful than verbal communicationEasier to understand than verbal

communication

Non-verbal Communication

Body language

closed

Non-verbal Communication

Body language

open

Non-verbal Communication

Personal space is culturally determined

Non-verbal communication

Facial Expressions

Types of Communication for Nurses

Effective Used to obtain necessary information in the quickest

possible mannerTherapeutic

Used as a means of promoting relief through verbally mediated processes

Professional Used to transmit important information

Effective Communication

Closed ended questions What is your name? Where does it hurt?

Yes no questions Are you hungry? Are you married?

Commands Point to the area that hurts Open your mouth

Effective Communication

Used to collect base-line information. Needed to make quick decisions

Therapeutic Communication

Open ended questions/statements How are you? Tell me more

Minimal encouragements to continue Go on Uh huh

Active listening Therapeutic use of silence Open body language

Therapeutic Communication

Used to help persons collect their thoughts, articulate their feelings, and experience relief through catharsis.

Examples of Facilitators to Communication

Using SilenceAccepting

Giving Recognition

Offering SelfGiving Broad

Openings

Offering General Leads

Yes, I understand what you said

Hello Mr. H. I notice you shaved yourself this AM

I’ll stay with you a while

Tell me what you are thinking

Go on

Facilitators to Communication

Restating

Reflecting

Client “I can’t study. My mind keeps wandering.”

Nurse “You are having trouble concentrating.”

Client “What do you think I should do about my medication cost.”

Nurse “How do you think this problem can be addressed?”

Examples of Barriers to Communication

Giving Reassurance

Rejecting

Giving Advice

“I wouldn’t worry about that if I were you.”

Better: “We will work on that together”

“I don’t want to hear about it.”

“I think you should take your medication.

Better “What do you think would be best?”

Examples of Barriers to Communication

Approving or Disapproving

Agreeing or Disagreeing

Making stereotyped comments

Asking “Why” questions.

“That’s good. I am happy you did that.”

“That’s bad. You shouldn’t do that.”

“That’s right. I agree.”

“That’s wrong. I disagree.”

“Keep you chin up.”

“Why are you crying?”

Professional Communication

Shift reportingRecord keeping and documentationPresentations and publication

Shift Reporting

Nurses relating vital information about patients at the change of a hospital shift. The nurse on the left is going home. The nurse on the right is starting work.

Record Keeping and Documentation

A patient record

Accurate, confidential legal document

Time, description, signature

Presentations and Publications

Professional communication is the basis for life-long learning