question

examples of personal positive factors that affect communication

answer

eye contact, genuine respect for the client, and clear, concise message

question

what are some negative barriers for the client

answer

Preoccupied with pain, discomfort, worry Unable to understand nurse's language/terminology Struggling with emotionally laden topic Feeling defensive, insecure, or judged Confused by complexity of the message Deprived of privacy Hearing or cognitive deficits

question

what are some negative barriers for the nurse

answer

Preoccupied with personal agenda In a hurry to do physical care Making assumptions about client motivations Cultural stereotypes Defensive or personal insecurity about being able to help the client Thinking ahead to the next question Client emotionality or aggressiveness

question

Self-awareness of personal ___ and ____ allows nurses to____________

answer

prejudices stereotypes;separate the person from the behavior or problem, and to maintain the patience, neutrality, and understanding needed for therapeutic communication.

question

the three environmental factors

answer

privacy, space, and timing

question

free from interruption and elimination of noise

answer

Privacy

question

Personal Self Awareness consists of:

answer

know your own biases and values be aware of intimidating differences know your personal prejudices and stereotypes Resolved personal issues

question

people require different amounts of personal _____ for conversation. Therapeutic conversations typically w/in a social distance (_____ feet optimal). .

answer

space, 3-4 ft,

question

_____ will influence personal space needs.

answer

Culture, personal preferences, nature of the relationship, and the topic

question

Clients with high anxiety - more ____ Clients with sudden physical injury or painful experience - require

answer

space, closer proximity

question

patient needs to be able to participate physically and emotionally in both time-efficient and respectful of client's needs. They need enough time to absorb material, to share their impressions, and to ask questions

answer

time

question

an interactive reciprocal exchange of ideas in which nurses try to understand what it is like to be:_____,_____,____

answer

client centered communication; this person in this situation with this illness

question

What are the 6 functions of client centered communication

answer

1) foster healing relationships 2) exchange information 3) respond to emotions 4) manage uncertainty 5) make decisions 6) enable patient self-management

question

The goal of client-centered communication is to find:

answer

find common grounds related to identification of client problems, priorities, and treatment goals.

question

client centered communication concepts

answer

building a rapport observation open/closed ended questions communication patterns listening for themes intuitive feelings

question

Building a Rapport in client centered communication begins with

answer

1st encounter open, welcoming relaxed introductions before conversation speak directly to client; include family provide relevant information and listen

question

Building a rapport in client centered communication requires

answer

empathetic objectivity a here and now focus demonstration of respect authentic interest consider competing goals and alternative actions

question

client centered communication observations:

answer

notice clients nonverbal cues be aware of environment cues use tentative inquiry (wondering what your feeling)

question

nonverbal cues include:

answer

facial expressions, body movements, posture, breathing rate

question

notice clients ___ cues to support or negate the meaning of the spoken word. could indicate discomfort with the message

answer

nonverbal

question

examples of environmental cues:

answer

half-eaten lunch or noncompliance with treatment. Could mean distress.

question

to inquire about your perceptions

answer

Tentative inquiry

question

___ behaviors and signals are ______ bound - may mean different things in different cultures.

answer

culture; nonverbal cues

question

Question type: encourage client to take initiative, open to interpretation and cannot be answered by yes or no or one word answers

answer

open-ended question

question

___ Examples: Can you tell me what brought you to the clinic today? What has it been like for you since the accident? Where would you like to begin today? What can I do to help you? Is there anything else that is concerning you right now

answer

open-ended

question

Question type:require more than a yes or no answer but place limitations on the topic to be addressed

answer

focused

question

Question type:Good for emergencies or other circumstances requiring immediate answers.

answer

focused questions

question

Question type:Can clarify the timing and sequence of symptoms, and concentrate on details Clients with limited verbal skills sometimes respond better to them b/c require less interpretation.

answer

focused questions

question

Question type:Can be used to help clients prioritize immediate concerns

answer

focused questions

question

___ examples Tell me more about the pain in your arm." "Can you give me a specific example of what you mean by...?"

answer

focused

question

Question type:narrow the focus of the question to a single use yes, no, or simple phrase answer

answer

close ended

question

___Examples: "Does the pain radiate down your left shoulder and arm?" "When was your last meal?"

answer

close ended

question

Question type:your tray will be here soon. are you hungry?

answer

closed ended

question

Question type:do you feel like taking medicine now or later

answer

closed ended

question

Question type:tell me what brought you to see the doctor?

answer

focused

question

Question type:what happened to you after you fell down?

answer

focused

question

Question type:how are you

answer

open ended

question

Question type:and then what did you think

answer

open ended

question

seeing what an experience is for another person, not how it fits or relates to other experiences, not what causes it, why it exists, or what purposes it serves.

answer

Emotional objectivity

question

An attempt to see attitudes and concepts, beliefs and values of an individual as they are to him at the moment he expresses them - not what they were or will become.

answer

Emotional objectivity

question

allows you to experience clients as they are, not the way you would like them to be

answer

empathetic objectivity

question

listening for themes (_______ process)

answer

interpersonal

question

listening for themes include:

answer

underlying feelings or core ideas associated with the verbal message what theyre not telling you emotional objectivity is essential

question

requires observing and understanding what the client is not saying and what they actually say

answer

listening for interpersonal processes

question

the inner, subjectively expressed component.

answer

listening for interpersonal processes

question

communication patterns of some clients:

answer

exaggerate leave out highly relevant detail talk alot (multiple examples) say very little

question

communication patters reflected and influenced by:

answer

culture role ways of handling conflict ways of dealing with emotions

question

a personal way of knowing,

answer

using intuitive feelings

question

a body-centered way of listening to feelings about underlying issues and concerns

answer

using intuitive feelings

question

be aware of behavioral reactions that feel out of proportion to the situation

answer

using intuitive feelings

question

(Positive)Active listening responses

answer

minimal cues and leads clarification restatement paraphrasing reflection summarization silence touch

question

show the client that the nurse is fully present as a professional partner in helping the client understand a change in health status and the best ways to cope with it.

answer

Active listening responses

question

guide therapeutic interventions

answer

Active listening responses

question

leads to fewer incidents of misunderstanding and more accurate information and stronger health relationships.

answer

Active listening

question

active listening response: body actions): Smiling, nodding, leaning forward

answer

Minimal cues

question

active listening response: words): "mm," "uh-huh, "oh really", "go on"

answer

Encouraging leads

question

active listening response: "could you describe what happened in sequence?"

answer

clarification

question

active listening response: "i'm not sure i understand what you mean? can you give me an example

answer

clarification

question

active listening response: are you saying that....(repeat clients words)?"

answer

restatement

question

active listening response: . "you mean...(repeat clients words)

answer

restatement

question

active listening response: Client: I cant take this anymore. The chemo is worse than the cancer. I just want to die Nurse: it sounds as though you are saying you have had enough

answer

Paraphrasing

question

active listening response: "it sounds as though you feel guilty because you weren't home at the time of the accident. "

answer

reflection

question

active listening response: "you sound really frustrated because the treatment is taking longer than you thought it would. "

answer

reflection

question

active listening response: "before moving on, i would like to go over with you what i think we've accomplished thus far"

answer

summarization

question

active listening response: Briefly disconnecting but continuing to use atte.ding behaviors after an important idea, though or feeling

answer

silence

question

active listening response: gently rubbing a persons arm during a painful procedure

answer

touch

question

active listening response that Encourage the client to continue their story as they see it.

answer

Minimal Cues and Leads

question

active listening response that Promote comfort in sharing intimate information.

answer

Minimal Cues and Leads

question

active listening response that minimal cues-boy actions encouraging leads-words

answer

Minimal Cues and Leads

question

active listening response that seeks to understand the message by asking for more information

answer

clarification

question

active listening response that most useful when parts of communication are ambiguous

answer

clarification

question

active listening response that expressed as a question or statement followed by a restatement or paraphrase of part of the messae

answer

clarification

question

active listening response that neutral tone of voice

answer

clarification

question

active listening response that used to broaden a client perspective

answer

restatement

question

active listening response that give the nurse a sharper focus on a specific part of the communication

answer

restatement

question

active listening response that repeat parts of the message in the form of a query (bracketing a phrase-"...")

answer

restatement

question

active listening response that used to check the nurse translation of the clients words

answer

paraphrase

question

active listening response that nurse transforms clients original message into own words

answer

paraphrase

question

active listening response that is a shorter, more specific statement focusing on core elements

answer

paraphrase

question

active listening response that focuses on the emotional implications of the message

answer

reflection

question

active listening response that helps the client clarify important feelings and experience them with appropriate intensity

answer

reflection

question

Ways to use reflection:

answer

reflect on vocal tones link feeling to content Link current feelings with past experiences

question

active listening response that is used to review content and process

answer

summarization

question

active listening response that pulls several ideas and feelings together, into a few succinct sentences followed by a comment seeking validation

answer

summarization

question

active listening response that can bridge a change in topic or focus of the conversation

answer

summarization

question

active listening response that is done before the end of conversation

answer

summarization

question

active listening response that is an intentional short pause

answer

silence

question

silence is an intentional short pause to:

answer

allow client to think let nurses process what was heard before responding

question

active listening response that helps emphasize important points for client reflection

answer

silence

question

active listening response "I can sense anger and frustration in your voice as you describe your accident."

answer

reflection

question

It sounds like you feel _____ because _____."

answer

Link feelings with content

question

It seems as if this experience reminds you of feelings you had with other health care providers where you didn't feel understood."

answer

Link current feelings with past experiences

question

Tell me if my understanding of this agrees with yours."

answer

comment seeking validation

question

active listening response not be delivered as the nurse leaves the room.

answer

summarization

question

Be careful about overuse or prolonged periods of _____

answer

silence

question

A brief disconnection followed by a verbal comment.

answer

silence

question

Uses of for Silence:

answer

To assess your own level of anxiety. To assess the client's level of anxiety. To give the nurse an opportunity to concentrate on making observations of the client's nonverbal behavior. To encourages the client's verbal communication. To allow the client time to formulate a thoughtful reply to the nurse's interaction.

question

Overuse leading to prolonged periods of silence can ____________

answer

discourage further communication.

question

Prolonged periods of silence can increase client or nurse _____

answer

anxiety.

NURSING 204 Communication Styles (1.2) – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards