EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATIONAND THE NURSING PROCESSAND THE NURSING PROCESS

COMMUNUCATION COMMUNUCATION

the exchange of informationthe exchange of information

a vital part of everyday lifea vital part of everyday life

PURPOSES OF COMMUNICATIONPURPOSES OF COMMUNICATION

to inquireto inquire to informto inform to persuadeto persuade to develop rapportto develop rapport

COMMUNICATION COMMUNICATION GOALSGOALS Obtain useful informationObtain useful information Facilitate patient understandingFacilitate patient understanding Provide information and Provide information and

problem-solving skillsproblem-solving skills Encourage acceptance of responsibilityEncourage acceptance of responsibility Foster independenceFoster independence Relieve stressRelieve stress Develop trustDevelop trust

COMMUNICATION IN COMMUNICATION IN NURSINGNURSING

Nurses communicate when:Nurses communicate when: assessing patient needsassessing patient needs planning careplanning care implementing careimplementing care evaluating careevaluating care

Effective Communication Effective Communication Requires:Requires:

a caring and respectful attitudea caring and respectful attitude being an expert listenerbeing an expert listener maintaining confidentialitymaintaining confidentiality being considerate and courteousbeing considerate and courteous preserving self-respectpreserving self-respect aiming for understandingaiming for understanding

Effective Effective Communication: Communication: the 6 “Cs”the 6 “Cs” ClearClear CompleteComplete ConciseConcise ConsistentConsistent CorrectCorrect CourteousCourteous

THE HELPING THE HELPING RELATIONSHIPRELATIONSHIP

The helper demonstrates:The helper demonstrates: caring caring hopehope sensitivitysensitivity empathyempathy unconditional positive regardunconditional positive regard empowermentempowerment

CHARACTERISTICS OFCHARACTERISTICS OF THE HELPING RELATIONSHIP THE HELPING RELATIONSHIP

focused on the needs of the focused on the needs of the patientpatient

goal-oriented and purposefulgoal-oriented and purposeful time limitedtime limited

PHASES OF THE PHASES OF THE HELPING RELATIONSHIPHELPING RELATIONSHIP

Orientation PhaseOrientation Phase Working PhaseWorking Phase Termination PhaseTermination Phase

ORIENTATION PHASEORIENTATION PHASE

““getting to know you” phasegetting to know you” phase sets tonesets tone introductionsintroductions explain rolesexplain roles agreement reached on agreement reached on

goals/contractgoals/contract trust develops graduallytrust develops gradually

WORKING PHASEWORKING PHASE

identification of the problem(s)identification of the problem(s) nurse models and teaches nurse models and teaches effective problem-solving skillseffective problem-solving skills patient diligently practices these skillspatient diligently practices these skills the overall goal is facilitating growth and the overall goal is facilitating growth and

change through use of the nursing processchange through use of the nursing process A- assessmentA- assessment P- planningP- planning I- interventionI- intervention E- evaluationE- evaluation

TERMINATION PHASETERMINATION PHASE

review and summary of goals review and summary of goals met/unmetmet/unmet

acknowledging feelingsacknowledging feelings

about terminationabout termination ideally results in resolution of the ideally results in resolution of the

identified problem(s)identified problem(s)

Throughout all these phases, the Throughout all these phases, the patient is wanting to know “what patient is wanting to know “what changes do I need to make in my changes do I need to make in my life, and how will I cope with life, and how will I cope with

these changes.”these changes.”