Communicating

Members of the group:

Maulizatun
Devianarisa
Sarah Dwi Fitria
Cut Geubriena Maulidya Ifra
 Introduction
Communication is, however, a two-way process. To communicate effectively
means developing good skills at a personal level not only as a messenger, but also
as a receiver. This requires us to listen attentively, be knowledgeable about the
other person(s)’s abilities and perspectives as well as our own, and to develop the
skills necessary to facilitate commu_x0002_nication for those who are less able
than ourselves, whatever the reason.You can delete this slide when you’re done
editing the presentation.
The factors that affect communicating may be:
• physical arising from alteration in the structure, function or process of the
organs involved in communicating, such as damage to the tongue or larynx (voice
box), or nerves supplying it
• psychological such as fear, anxiety and stress
• sociocultural including language, vocabulary, jargon and gesticulations
• environmental, for example poor lighting, noise or intrusions
• politico-economic, for instance type of occupation, neighbourhood
Assessing the communication needs of clients
Remember that assessment of the activity of communicating is only part
ofa holistic nursing assessment and should not be undertaken in isolation
without reference to or consideration of the client’s other activities of
living.
The specific points to consider when assessing a client’s ability to
com_x0002_municate include:
• Physical
• Psychological
• Sociocultural
• Environmental
• Politico-economic
Some of the barriers to effective communication are listed below:

• Failing to undertake a holistic assessment

• Failing to establish or explain the purpose of the interaction

• Failing to listen

• Failure to establish an environment of warmth and acceptance

• Personality, for example a person who is shy or introverted or, conversely,

one who is domineering

• Physical state, for example too tired or in too much pain

• Layout of furniture, for example sitting behind a desk or table

• Emotional state, for example too angry to listen

• Stress; seeming to be too busy

Communicating with clients

It is important to remember that there is no substitute for face-to-

faceinteraction, particularly on important issues, but only if this is undertaken
with thought, using appropriate strategies following a full assessment of the
client’s ability to communicate. Appropriate and effective communication
helps to establish a thera_x0002_peutic helping relationship, enables us to
determine a client’s care needs, promotes trust and confidence, and facilitates
good multidisciplinary team working.
Managing violence and aggression

There are an increasing number of cases of aggressive incidents and

phys_x0002_ical assaults being reported in the media against health care
personnel,
suggesting that conflict and confrontation is occurring within a variety of
clinical settings at a level previously unheard of. Whilst the potential for
such conflict and confrontation can be minimized by developing effective
interpersonal skills and adopting good communication strategies, it is
per_x0002_haps inevitable, given the pain, stress and anxieties that many of our
clients
and their significant others have to face, that there will be occasions when
tensions mount, leading to aggressive and/or violent outbursts.
Therefore, in order to remain safe, we need to remember ‘the 4 A’s’:
● Awareness :Be aware that the potential for conflict, confronta_x0002_tion or
aggression may exist in the clinical area.
● Alertness :Be alert to the potential for conflict within yourself,your clients
and within the clinical environment itself.
● Avoidance :Avoid a conflict situation if at all possible.
● Appropriate response : If you cannot avoid the situation then have a considered
and appropriate response to any signs of potential conflict or aggression.
● Awareness and alertness
The ability to recognize that someone is getting angry involves us being able to pick up
on the verbal and non-verbal clues that the other person is showing.Some of the signs that
might alert us to the fact that an individual is getting angry include:
• tapping fingers
• pacing around
• raised voice
• staring
• clenching fists
• swearing
• changing colour of face
• agitation
• finger wagging
• talking through clenched teeth.
There are several ways to demonstrate that you are interested and lis_x0002_tening. Some
verbal and non-verbal methods of communication that may
assist you include:
• Voice – try to keep your voice calm and steady, talking slowly and clearly.
• Face – you can demonstrate that you are interested in the problem and
willing to listen. Nod your head to show that you are listening.
• Eyes – establish eye contact to demonstrate your interest but avoid staring.
• Position – if possible establish yourself at the same level – try not to
stand over them. Similarly it may be appropriate to stand up to demon_x0002_strate your
attentiveness to their complaint.
• Posture – be aware of how you are presenting yourself. Avoid postures
that might be interpreted as aggressive or defensive such as arms folded,
pointing fingers or hands on hips.
• Space – angry people need more personal space so do not move too close
to them – they may find this threatening or challenging.
Calming the aggressor
All of the above factors will help to present a calm demeanour and show interest in the angry person and
their situation. This in itself may help to start to calm them down as they can tell that you are actively
listening and no longer feel that they have to shout. 171 Communicating It can also have the effect of
calming the person down by ‘mirroring’or adopting a similar position to the other person. If our behaviour
is calming and posing no threat or challenge then they also tend to relax a little and calm down. Other
things that you can do to calm the person down include:
● Talking
● Listening
● Hearing them out
● Watching
● Resisting arguing
● Being yourself
● Remaining calm
The controlling stage
Now that the person is calm and communicating normally, the final stageinvolves both
parties working together to resolve the problem. If it is within your
ability/responsibility/authority then continue as before and do the following:
● Set targets
● One at a time
● Be realistic
● Admit mistakes
● Take your time
● Do not use jargon
● Get assistance
● Recognize
● Review
● Finally
Threat of physical attack

If at any time you feel physically threatened then listen to your instinct and get
out of the situation immediately. You are not expected to deal with any physical
altercation or to put your physical well-being at risk. If there is damage to or theft
from the environment this can easily be repaired or replaced – you cannot.

Using physical force or restraint

The use of physical force or restraint is an action of last resort and in some cases
it can be both dangerous and illegal. It is therefore essential that you consult with and
adhere to local policies and procedures.
Record keeping
Written communication is as important in the health care arena as both verbal
and non-verbal communication. Maintaining clear, concise but comprehensive
client care records is absolutely essential both in terms of providing continuity of
client care of a high standard and in terms of meeting legislative requirements.
Remember, in a court of law it is assumed that if the care was not
doc_x0002_umented then it didn’t happen. With the advent of information
technology, computerized information
systems are being increasingly used to record, store and evaluate
infor_x0002_mation pertaining to clients.
 THANK
YOU!!!