Airgas template - Wolters Kluwer Health

Textbook for Nursing Assistants

Chapter 5: Communication Skills

Copyright © 2012 Wolters Kluwer Health | Lippincott Williams & Wilkins

What Is Communication?


What Is Communication?

• Communication is the process of exchanging information that involves at least two persons

A Sender A Receiver


Major Forms of Communication


Forms of Communication

• Verbal Communication

– Verbal communication tends to be deliberate—used to express a thought, with the intent of giving specific information to another person

– Involves use of spoken and written language or sign language used by the deaf


Forms of Communication

• Nonverbal Communication

– Nonverbal communication tends to be more subtle

– Involves giving information through the use of facial expressions, gestures, and body language

– Tone of voice can be considered a form of nonverbal communication


Communicating Effectively


The Process of Communication

• The sender creates a message

• The sender delivers the message

• The receiver receives the message

• The receiver provides the feedback



• The sender creates a message

– Use language that the receiver understands

– Use an interpreter wherever required

– Use simple words

– Speak clearly and loudly enough to be heard

– Organize written matter legibly



• The sender delivers a message

– Speak face to face

– Send letters, memos, and e-mails

– Use telephone calls, intercom

– Use legible hand writing and accurate language

– Message should be delivered to the receiver in a mode that is understood (for example, written matter is not suitable for a blind person)



• The receiver receives the message

– Be an attentive listener



• The receiver provides feedback

– Feedback is an indication that the message sent by the sender was received and understood by the receiver

– The sender looks for feedback from the receiver


Tactics That Enhance Communication

• When you are the receiver, be a good listener

• When you are the sender make sure that the message is clear

• Rephrase or use open-ended questions to encourage the other person to talk

• Provide and seek feedback

• Use positive body language and pleasant tone of voice

• Value silence and provide a comforting touch



• When you are the receiver, be a good listener

– Active listening requires focusing your attention on the speaker

– Avoid interrupting the speaker

– Sit down or assume a relaxed posture so you do not appear rushed or in a hurry to move on

– Make eye contact with the speaker



• When you are the sender make sure that the message is clear

– Speak clearly and use words that the person you are speaking to understands

– A person cannot give informed consent unless he understands what he is consenting to—encourage feedback

– Consider a person’s language understanding skills as well as any physical disability that could impair receipt of your message



• Rephrase or use open-ended questions to encourage the other person to talk

– Open-ended questions invite the person to say more

– It also shows the person that you are, in fact, actively listening to what the other person is saying to you



• Provide and seek feedback

– Use a gracious way to convey feedback so that it does not appear intimidating to the other person



• Be mindful of your body language

– Negative body language

• Crossing your arms across your chest

• Tapping your feet or fingers

• Constantly looking at your watch or toward the door

– Positive body language

• Facing the person

• Nodding as he or she speaks

• Smiling or looking serious as appropriate

• Making vocal sounds to indicate your interest

• Positioning yourself at eye level with the speaker

• Provide a comforting touch



• Value of silence and a comforting touch

– Touch is perhaps the most universal of all languages

– Silence and a comforting touch will say more than words can

– When words are not enough, touch is comforting and establishes a bond


Blocks to Effective

Communication


Blocks to Effective Communication

• Not listening carefully to what another person is saying

• Interrupting the other person

• Being judgmental

• The assumption that other people know what you know, think the way you think, and feel the way you feel


Conflict Resolution


Conflict

• Conflict, resulting from differences between people, occurs when

– One person is unable to understand or accept another’s ideas or beliefs

– One person’s expectations for another differ from that person’s expectations for himself

– One person misunderstands another person’s words or intentions

– One person’s needs or wants conflict with our own needs and wants

• Conflict makes the people directly involved, as well as those around them, uncomfortable


Conflict Resolution

• Ask to speak privately with the person

• During your conversation, focus on the specific area of conflict

• Focus on “I” rather than the more accusatory “you”

• Be prepared to hear how the other person may feel toward you or the problem, even if it is not pleasant

• Be gracious enough to apologize for misunderstanding the other person, or for being the one who was misunderstood

• Ask the other person for insight into solutions for resolving the conflict

• Sometimes it is necessary to “agree to disagree”

• If you are unable to resolve a conflict on your own, seek the advice of your supervisor


Telephone Communication


Using Telephone Communication

• Today, the telephone remains a primary tool of communication in the health care field

• When using this mode of communication

– Remember telephone etiquette

– Respect patient and resident confidentiality

– Know your facility’s policies


Reporting and Recording Information


Observation

• Subjective data

– Subjective data is information that cannot be objectively measured or assessed

• Examples: Usually a person’s complaint, or symptom

• Objective data

– Objective data is information that you obtain directly, through measurements or by using one of your five senses

• Examples: Temperature, pulse, respiratory rate, and blood pressure of a patient or resident


Recording

• Recording or “charting,” is communicating information about a patient or resident to other health care team members in written form

• Tools associated with recording include the

– Medical record (chart)

– Kardex


Reporting

• Nursing assistants use reporting to communicate the following information to the nurse:

– Observations that suggest a change in the patient’s or resident’s condition

– Observations regarding the patient’s or resident’s response to a new treatment or therapy

– A patient’s or resident’s complaints of pain or discomfort

– A patient’s or resident’s refusal of treatment

– A patient’s or resident’s request for clergy


Communication Among Members of the Health Care Team


Medical Record (Chart)

• It is a legal document that contains

– The person’s current condition

– The measures that have been taken by the medical and nursing staff to diagnose and treat the condition

– The person’s response to the treatment and care provided


A Typical Medical Record Contains…

• Admission sheet

• Medical history

• Nursing history

• Physician’s order sheet

• Medication sheet

• Physician’s progress notes

• Narrative nurse’s notes

• Graphic sheet

• Miscellaneous documents


Kardex

• The Kardex is a card file, containing condensed versions of each patient’s or resident’s medical record. It contains:

– A summary of the person’s current diagnosis

– The diagnostic tests and treatments ordered by the doctor

– Information about routine care measures, such as the person’s diet, level of ambulation, and bathing schedule


Communication Technologies


Computer

• A person’s medical record can be maintained by:

– entering data into a computer in response to the computer’s prompts

– this is preferable to filling out a paper form.


Vital Link in the Chain


The Nursing Assistant’s Role

• A nursing assistant should be well aware of his or her job description and should work within the parameters defined by facility policy to ensure effective communication

– Ensuring effective communication also helps avoid legal complications.


Nursing Process


The Nursing Process

• In order to achieve its goals, the nursing team develops a specific plan of care, called the nursing care plan, for each patient or resident

• The communication method that is used to develop the nursing care plan is called the nursing process

• Nursing assistants play a key role in implementing and

evaluating the nursing care plan


Steps of the Nursing Process

• Assessment

• Diagnosis

• Planning

• Implementation

• Evaluation


Quality Health Care


Quality Health Care

• Effective communication, both written and oral, allows all team members to stay informed about a patient’s or resident’s medical condition and response to treatment

• When there are communication breakdowns among the health care team, this can adversely affect a patient’s or resident’s care and safety


End of Presentation


Airgas template - Wolters Kluwer Health

Textbook for Nursing Assistants

What Is Communication?

What Is Communication?

Major Forms of Communication

Forms of Communication

Forms of Communication

Communicating Effectively

The Process of Communication

The Process of Communication

The Process of Communication

The Process of Communication

The Process of Communication

Blocks to Effective

Communication

Conflict Resolution

Telephone Communication

Using Telephone Communication

Reporting and Recording Information

Observation

Recording

Reporting

Communication Among Members of the Health Care Team

Medical Record (Chart)

Kardex

Communication Technologies

Computer

Vital Link in the Chain

The Nursing Assistant’s Role

Nursing Process

The Nursing Process

Steps of the Nursing Process

Quality Health Care

Quality Health Care

End of Presentation

Related documents

Products

Support

Airgas template - Wolters Kluwer Health

Textbook for Nursing Assistants

What Is Communication?

What Is Communication?

Major Forms of Communication

Forms of Communication

Forms of Communication

Communicating Effectively

The Process of Communication

The Process of Communication

The Process of Communication

The Process of Communication

The Process of Communication

Blocks to Effective

Communication

Conflict Resolution

Telephone Communication

Using Telephone Communication

Reporting and Recording Information

Observation

Recording

Reporting

Communication Among Members of the Health Care Team

Medical Record (Chart)

Kardex

Communication Technologies

Computer

Vital Link in the Chain

The Nursing Assistant’s Role

Nursing Process

The Nursing Process

Steps of the Nursing Process

Quality Health Care

Quality Health Care

End of Presentation

Related documents

Add this document to collection(s)

Add this document to saved

Suggest us how to improve StudyLib