Term
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Definition
| Observing the patient's nonverbal behaviors, understanding and reflecting on the patient's verbal message, understanding the patient in the context of the social setting, detecting inconsistencies, and providing feedback are all active listening techniques that a nurse should be aware of. |
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Term
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Definition
| Questions that can be answered with a yes or no answer. These can be helpful to determine specific information. Some patients will not give up information unless you specifically seek it out during questioning. |
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Term
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Definition
| A filter through which we listen to the world. Form of cultural bias or prejudice that determines what we pay attention to and what we ignore. |
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Term
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Definition
| Conflicting messages, also known as mixed messages. This can occur when verbal and non-verbal cues do not coincide. If someone is crying and visibly upset, but they say they are fine and happy, this is a mixed message. |
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Term
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Definition
| Characterized by two or more mutually contradictory messages given by a person in power. Opting for either choice will result in the displeasure or anger of the person in power. Feeling like you "can't win for losing." |
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Term
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Definition
| A response from the receiver of a message back to the original sender. |
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Term
| Non-therapeutic Communication Techniques |
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Definition
| Giving premature advice, minimizing feelings, falsely reassuring, making value judgments, asking why questions, asking excessive questions, giving approval, agreeing, disapproving, disagreeing, and changing the subject. |
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Term
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Definition
| Messages can be sent just by the way you say something, such as your tone of voice or body language. It is important to remember cultural influences in pitch and tone of voice. In some cultures, being loud and boisterous may convey happiness rather than anger. |
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Term
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Definition
| Tone of voice, emphasis on certain words, and the manner in which a person paces speech. Posture, eye contact, hand gestures, sighs, fidgeting, and yawning all communicate a message without using verbal pathways. |
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Term
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Definition
| Encourage further explanation of the situation. An open-ended question cannot be answered properly with yes or no. It encourages a patient to share information about experiences, perceptions, or responses. |
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Term
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Definition
| Care that refers to the patient as a full partner in his/her care whose values, preferences, and needs are respected. |
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Term
| Therapeutic Communication Techniques |
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Definition
| Silence, active listening, clarifying techniques, and asking questions are all tools that nurses can use to engage in therapeutic communication. Theses tools allow for clarity and further communication between the patient and nurse, and this can make a huge difference in the patient care process. |
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Term
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Definition
| Consists of all the words a person speaks. Talking is the most common activity, and it is our public link with one another. When we speak we communicate our beliefs and values, perceptions and meanings, interest and understanding, insult and judgment, messages, and feelings. |
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Term
| Describe the Communication Process |
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Definition
1.) One person has a need to communicate with another
2.) The sender initiates interpersonal contact
3.) The message is the information sent or expressed to another
4.) The message can be sent through a variety of media
5.) The person receiver then interprets the message and responds to the sender. |
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Term
| Personal Factors that can Affect Communication |
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Definition
| Include emotional factors, social factors, and cognitive factors. Includes mood, personal bias, previous experience, cultural differences, and language use. |
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Term
| Environmental Factors that can Affect Communication |
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Definition
| Includes physical factors and societal determinants such as background noise, lack of privacy, expectations of others, economic factors. |
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Term
| Relationship Factors that can Affect Communication |
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Definition
| Refers to the status of individuals in terms of social standing, power, relationship type, and age. You speak to a friend very differently than you speak to an authority figure. |
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Term
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Definition
| Therapeutic process for the nurse in which feelings and concerns are ventilated as they relate to the development nurse-patient relationship. |
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Term
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Definition
Paraphrasing
Restating
Reflecting
Exploring |
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Term
| Steps to Preparing for a Patient Interview |
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Definition
Pace
Setting
Seating
Introductions
Initiating the interview |
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Term
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Definition
| Written record of a segment of the nurse patient session that reflects as closely as possible the verbal and nonverbal behaviors of both patient and nurse. Identifies communication patterns. |
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