COMMUNICATION

◦ Lifelong learning process

◦ Promotes personal
growth & attainment of
patients’ health-related
DEFINITION: goals
◦ Key to nurse-patient
relationships & ability to
deliver patient-centered
care
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 THERAPEUTIC
COMMUNICATION
Promotes understanding & help establish a
constructive relationship between nurse and client.

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 A belief that the nurse-
patient relationship is a
MUTUALITY
partnership and that both
are equal participants.

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 DEVELOPING
COMMUNICATION
SKILLS
 Self-Confident Attitude
 Integrity
 Humility
 Critical Thinking
 Ethical Standards of Care
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 ◦ These interfere with
Perceptual
accurately perceiving and
Biases /
Stereotypes interpreting messages
from others.

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 An assessment &
communication
technique that allows
EMOTIONAL
INTELLIGENCE nurses to better
understand & perceive
the emotions of
themselves and others.
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Levels of Communication

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1. INTRAPERSONAL COMMUNICATION
◦ SELF-TALK; people’s thoughts & inner communication
strongly influence perceptions, feelings, behavior, &
self-esteem.
◦ Positive Self-Talk provides mental rehearsal for difficult
tasks or situations.

“I’m scared to work with this patient.”

“This is my opportunity to learn about this patient & I can ask for help
when it’s needed.”
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2. INTERPERSONAL COMMUNICATION
◦ One-on-one interaction between a nurse & another
person that often occurs face to face.

◦ It is important to validate meaning or mutually negotiate

it between participants.

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3. SMALL-GROUP COMMUNICATION
◦ The interaction that occurs when a small number of
people meet.
◦ Goal directed and requires understanding of group
dynamics.

◦ Communication must be organized, concise, &

complete.

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4. PUBLIC COMMUNICATION
◦ Interaction with an audience.

◦ Require special adaptations in eye contact, gestures,

voice inflection, & use of media materials to
communicate message effectively.

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5. ELECTRONIC COMMUNICATION
◦ The use of technology to create ongoing relationships
with patients and their health care team.

◦ An electronic portal enables patients to stay engaged

and informed and build a therapeutic relationship with
the health care team.

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 Elements of
Communication Process

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 REFERENT
Motivates one person to communicate with
another.

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 SENDER & RECEIVER
Sender – person who encodes & delivers a
message.
Receiver – person who receives & decodes the
message.

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 MESSAGE
The content of the communication, verbal or
non-verbal expressions of thoughts & feelings.

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 CHANNELS
Means of sending and receiving messages
through visual, auditory, & tactile senses.

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 FEEDBACK
The message a receiver receives from the
sender that indicates whether the receiver
understood the meaning of sender’s message.

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INTERPERSONAL VARIABLES
Factors within the both that influence
communication.

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 ENVIRONMENT
The setting for sender-receiver interaction that
provides comfort & safety.

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Forms of Communication

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 1. Vocabulary
2. Denotative & Connotative
Meaning
VERBAL 3. Pacing
4. Intonation
5. Clarity & Brevity
6. Timing & Relevance
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 1. Personal Appearance
2. Posture & Gait
3. Facial Expression
NON
4. Eye Contact
VERBAL
5. Gestures
6. Sounds
7. Territoriality & Personal Space
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METACOMMUNICATION
Broad term that refers to all factors
that influence communication.

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 PHASES OF
NURSE-PATIENT
RELATIONSHIP
1 2 3
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 SOCIALIZING
Important initial component of
interpersonal communication.

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NARRATIVE INTERACTION
Sharing personal stories of patients to
better understand their concerns,
experiences, & challenges.

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MOTIVATIONAL INTERVIEWING
Technique that holds promise for encouraging
patients to share their thoughts, beliefs, fears, &
concerns with aim of changing their behavior.

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 LATERAL VIOLENCE
Workplace bullying between colleagues.
Can be a symptom of compassion fatigue.

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 ◦ Address the behavior when in
occurs in calm manner.
◦ Describe how the behavior affects
your functioning.
◦ Ask for the abuse to stop.
Techniques:
◦ Notify the manager to get support
for situation.
◦ Make a plan for taking action in
future.
◦ Document the incidences in detail.
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Elements of Professional
Communication

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  Knocking before entering.
 Greet appropriately.
COURTESY  State purpose.
 Address people by name.
 Say “please” & “thank you”.

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  Always introduce yourself.
 Address people by name.
USE OF  Avoid terms of endearment.
NAMES
 Avoid referring to patients
by diagnosis or room #.

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 TRUSTWORTHINESS
 Help others with no hesitation.
 Avoid dishonesty at all cost.
 No sharing of personal information or
gossiping about others.

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  Be self-directed in
AUTONOMY accomplishing goals &
& advocating for others.
RESPONSIBILITY  Take initiative in problem-
solving.

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 ASSERTIVENESS
 Communicate self-assurance.
 “I” messages (“I want”, “I feel”, “I think”)
 Not a fear of retaliation
 Deal with criticism & manipulation
 Know when to say “No”, set limits, &
resist intentionally imposed guilt

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  Acknowledge
 Introduce
AIDET  Duration
 Explain
 Thank you

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Study the NURSING PROCESS in
Communication.
Page 325.

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