COMMUNICATION- central to successful caring relationships.

Listening is important for effective understanding

and communication

 Is the interchange information between two or more people; in other words, the exchange of ideas or Indicated the patient has been
thoughts. Accepting understood. It does not indicate Uh-hmm. Yes, I’m following you,
agreement and is nodding.
METHODS: talking and listening or writing and reading, painting, dancing, and storytelling, gestures and body non-judgemental.
actions
INTENT of communication is to obtain a response. Thus, communication is a process. Giving Indicated awareness of change in Good morning, Mr. Jones I see you have
recognition personal efforts. Does not Imply put in your jewelry today.
TWO MAIN PURPOSES: to influence others and to gain information. good or bad, right or wrong.
Offering self Offers presence, interest, and a I’ll sit with you her for a while, I would
SEVEN C’S OF COMMUNICATION desire to listen to the patient. like to spend sometime with you. I’m
available if you need to talk.
CONTENT
Making Calls attention to the patient’s You appear intense. I noticed that you
CONTUINITY AND CONSISTENCE Observations physical behavior or emotional are biting you lip.
state. Verbalizing what the nurse
CLARITY perceives.
Acknowledgin To help patient know that feelings Patient: “I hate it here. I wish I could go
CONTEXT
g feelings are understood and accepted. home.
CHANNELS (empathy) Nurse: It must be difficult to stay in a
place you hate.
CREDIBILITY Reflecting Directing questions, feelings and Patient: what do you think I should do
ideas back to the patient. about telling my employer about my
CAPABILITY Acknowledges the patient’s right illness?
CONTENT to have opinions and make Nurse: What have you been thinking
decisions about this situation?
MODES OF COMMUNICATION Patient: “Everyone ignores me”
Nurse: Ignores you?
VERBAL- uses the spoken or written word Proving Makes facts available in order to This medication is for you high blood
NON-VERBAL – uses other forms, such as gestures or facial expressions, and touch. information assist in decision-making or pressure. This test will determine your
drawing conclusions. treatment options.
ELECTRONIC – uses technological means such as email, others My purpose for being here is….
Clarifying To make clear what which is vague I am not sure I follow you. What would
THERAPEUTIC COMMUNICATION TECHNIQUES or maximize understanding you say the main point of what you said
between the nurse and patient. was?
TECHNIQUE DESCRIPTION EXAMPLE
Can you give me an example?
Broad opening To allow the patient to pick the Where would you like to begin? What is
Seeking Searching for mutual Tell me whether my understanding of it
statements topic, take the initiative to express on your mind today?
consensual understanding especially when agrees with yours. Are you using this
self, and set the direction of the
validation slang term have been used. word to convey that…?
conversation
Offering Encourages the client to continue Go on. And then? Tell me about it.
general leads and that the nurse is interested in
what comes next.
Exploring Examines certain ideas, Tell me more about that. What kind of Verbalizing To voice what the patient has Patient: I can’t talk to you or anyone else
experiences, or relationships more relationship do u have with your implied implied. To verify impressions to because it’s a waste of time
fully. children? Could you talk about how you thoughts and help the patient more fully aware Nurse: Do you feel that no one
felt when you learned you had cancer? feelings of feelings expressed. understand?
Focusing Helps the patient focus on a certain Let’s stop and look more closely at your Sharing Humor Discharge of energy through comic This gives a whole new meaning to “just
point when they are jumping from feelings about managing your enjoyment of the imperfect. Can relax”
topic to topic. medications. reduce the tension and promote
Silence Provides time for the patient to put Maintain an interested expectant silence. mental well-being. Must be used
thoughts or feelings into words, carefully and sparingly
regain composure or continue Encouraging Brings out recurrent themes by Was it something like….? Have you had
talking.
comparison looking at similarities or a similar experience? Has this ever PROBLEM SOLVING – is a mental activity in which a problem is identified that represents an unsteady state.
differences happened before?
Encouraging Assists the patient In considering What did it mean to you when he said  It requires the nurse to obtain information that clarifies the nature of the problem and suggests possible
evaluation things from their own set of values her couldn’t stay? How do you feel solutions.
or perspective. about your recovery this time in the
APPROACHES TO PROBLEM SOLVING
hospital?
1. TRIAL AND ERROR – a number of approaches are tried until a solution is found.
Encouraging of Asking the patient to verbalize Tell me what is happening right now?
description of things from their own perspective. Tell me what you are thinking when you 2. INTUITION- Relies on a nurse’s inner sense
perception feel anxious
3. RESEARCH PROCESS- a formalized, logical, systematic approach to problem solving.
Placing the To help the patient see cause and When did this happen? What seemed to
event in time or effect or identify patterns of events lead up to..? Was it before or after? PROBLEM SOLVING PROCESS
in sequence and actions.
Presenting Indicated what is real without Your mother is not here, I am the nurse, I  Identify the issues
reality arguing. Presenting facts of a see no else in this room.  Understand everyone’s concern
situation  List possible solutions
Voicing Doubt Expressing uncertainty about the Really? That’s hard to believe, isn’t that  Evaluate the options
reality of the patient’s perceptions. unusual.
 Select an option or options
The patient can become aware that
others do not necessarily perceive  Document the agreements
things in the same way. This is not  Agree on contingencies, monitoring, and evaluation
an attempt to get the patient to
change their point of view.
Attempting to Seeking to verbalize the patient’s Patient: I’m dead inside. THE NURSING PROCESS
translate into feelings that are expressed only Nurse: Are you saying you feel lifeless?
feelings indirectly. - Is a systematic, rational method of planning and providing individualized nursing care.
PURPOSES ARE:
1. identify a client’s health status and actual or potential health care problems or needs
2. To establish plans to meet the identifies needs

PROBLEM SOLVING