NURS 215 – FUNDAMENTALS OF NURSING

1ST SEMESTER AY 1444

LECTURE 1

Chapter 16 Communicating

Learning Outcomes
16.1 Describe the components of the communication process.
16.2 Describe factors influencing the communication process.
16.3 Recognize barriers to communication.
16.4 Discuss the differences between nurse and physician communication and how to
address these differences.
16.5 State why effective communication is imperative among health professionals

.
Communication
• is a critical skill for nursing.
• Critical nursing skill used to gather data, teach and persuade, express caring and
comfort
• Interchange of information, ideas, or feelings between two or more people

Components of the Communication Process

• Sender
– Source-encoder
▪ A person or group who wishes to communicate a message to another
– Encoding
▪ Selecting signs, symbols to transmit
• Message
– The message itself
– What is said or actually written
The Communication Process
• Receiver
– The decoder
▪ Relating message perceived to receiver's storehouse to sort out the
meaning

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 NURS 215 – FUNDAMENTALS OF NURSING

1ST SEMESTER AY 1444

– The listener
• Response
– Feedback
– Message that receiver returns to sender

Modes of Communication

1. Verbal Communication – uses spoken or written word

• Pace and intonation – modify the feeling and impact of a message

• Simplicity – use commonly understood words rial

mi W
• Clarity and brevity –

– Clarity – saying precisely what is meant wishes

– Brevity – using the fewest words necessary 25045min
job
• Timing and relevance – sensitivity to the client’s needs and concerns assists

• Adaptability – individualized and carefully considered

I • Credibility – consistent, dependable, honest a J

• se se
Humor- consider client's perceptions

2. Nonverbal Communication sisewlbwx

– Personal appearance – clothing and adornments can be a source of
information about a person o4siw
– Posture and gait – the ways and people walk and carry
am a a themselves are
often reliable indicators of self concept , current mood and health
 Erect posture – feeling of well beingarm
 Slouched posture, slow, shuffling gait – suggest depression or
physical discomfort restroom
 Tense, rapid posture – anxiety and anger
is
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1ST SEMESTER AY 1444

– Facial expression – convey universal meaning

Smile expresses happiness
im aww woe
– Gestures
 May more clearly indicate the size and shape of an object
 Universal meaning ( waving goodbye , motioning of a visitor toward a
chair )
 Consider cultural differences am i a
3. Electronic Communication

– E-mail: Other guidelines

–Agency standards two 1 en

–E-mail consent form
h –Considered a part of the client's medical record sin
g owl is 4. May be used as evidence during litigation s a
g
–Professional judgment
am i
wish sis Factors Influencing the Communication Process

 Development but
– Knowledge of client's stage
– Varies across life span
 Gender it a

– Females and males communicate differently

– Girls seek confirmation, minimizeÉdifferences, and establish intimacy.
– Boys establish independence and negotiate status within group.
want
oak  Values and Perceptions

– Values - standards that influence behavior juice em

– Perceptions - Personal view of an event

LECTURE 1 - COMMUNICATING
my
– Each person has unique personality traits , values and life experiences; each
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 NURS 215 – FUNDAMENTALS OF NURSING

1ST SEMESTER AY 1444

will perceive and interpret messages and experiences differently

W
 Personal Space distance people prefer in interactions with others

– Intimate (0 to 1-1/2 feet)

– Personal (1-1/2 to 4 feet)

I
– Social (4 to 12 feet)
– Public (12 to 15 feet)
 Territoriality SID
– Space, things that individual considers as belonging to self
– Nurses need to obtain permission from clients to remove, rearrange, or
borrow objects in their hospital area tag

 Roles and Relationships I

3 Ntooooo
– Between sender and receiver

– Choicesaw
of words , sentence structures and tone of voice vary considerably
from role to role

 Environment

– Most effective communication in comfortable environment

– Temperature extremes, excessive noise, poorly ventilated environment can
all interfere with communication

– Consider clients privacy

0 5 1
– Environmental distractions can impair and distort comunication
• Congruence Otto D Saw
– Verbal and nonverbal aspects of message match
– Nurses assess clients; Clients read nurse’s expression and body language
• Interpersonal Attitudes
– Attitudes convey beliefs, thoughts and feelings about people and events
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1ST SEMESTER AY 1444

– Caring and warmth, Respect, and acceptance facilitate communication

– Condescension, lack of interest and coldness inhibit communication axis
– Elderspeak - Similar to baby talk that gives the message of dependence
and is seen as Patronizing by older adults
– Acceptance emphasizes neither approval or disapproval
• Boundaries I
– Limits of individuals , objects or relationships am
– Professional boundaries are crucial to nurse–client relationship
was am
– Nurses should focus on client and avoid sharing personal information or
meeting his or her own needs through the nurse client relationship
– Nurse is responsible for maintain professional boundaries in all
encounters ( ANA Code of Ethics 2010)

Therapeutic Communication
 Promotes understanding and establishes constructive relationships between
nurse and client Is a
 Social relationship may have no specific purpose or direction, however,
Therapeutic helping relationship is client and goal directed

Therapeutic Communication
1. Attentive Listening

– Listening actively, mindfully using all senses and paying attention to what the
client says

– Listen for key themes in communication

tasks
– Nurse must be careful not to react quickly to the message
2. Visibly Tuning In
a – Manner of being present to another
– Five actions (SOLER) face person squarely, open posture, lean, eye contact,
relax)

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 NURS 215 – FUNDAMENTALS OF NURSING

1ST SEMESTER AY 1444

His s Barriers to Communication

• Need to be recognized when they occur

• Major barriers
–Failure to listen swim
–Improperly decoding client's intended message a Is M
–Placing nurse's needs above client's needs
Communication Among Health Professionals

• Effective communication is important among health professionals.

• Problems cause of most client errors a.tt
• Outrageous behavior still common in healthcare facilities

• Communication Styles itma

Nurse and Physician Communication

– Nurses are taught to be descriptive both verbally and in writing.

– Physicians are taught to be brief, to the point, and focused. as
▪ Impatience may result.
• Emotional Intelligence Wish
– Forming work relationships with colleagues mass
– Displaying maturity in a variety of situations atomy
no trade
– Resolving conflicts while taking into consideration the emotions of others
– Being approachable, easygoing
 Assertive Communication

– Promotes client safety by minimizing miscommunication with colleagues

– Honest, direct, and appropriate; open to ideas Is
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C – Respects rights of others H e'd

– "I" statements, not "you" statements
 "You" statements place blame and put the listener in a defensive
position.
 "I" statements encourage discussion.
aka
• Nonassertive Communication
– Passive
▪ Allowing one's own rights to be violated by others
▪ Meeting the demands and requests of others without regard to own
feelings and needs
▪ Believing own feelings are not important
▪ Being insecure and trying to maintain self-esteem by avoiding conflict

Is – Aggressive
▪ Can be blaming and delivered in a rushed manner
▪ Becomes ineffective and leads to frustration for the nurse and
physician

NOTE: Review Chapter Highlights

Reference:

Kozier & Erb's

Fundamentals of Nursing
Concepts, Process, and Practice
Eleventh Edition

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 ‫ شفهي‬.1
‫يستخدم الكلمات ا*نطوقة أو ا*كتوبة‬
Modes of Communication ‫ غير لفظي‬.2
‫يماءات وتعبيرات الوجه واللمس و‬F‫▪ يستخدم ا‬
‫أشكال أخرى‬
1. Verbal
‫ت‬J‫تصا‬J‫▪ تشكل غالبية ا‬
▪Uses spoken or written word ‫لكترونية‬F‫ ا‬.3
‫لكتروني‬F‫▪ التكنولوجيا مثل البريد ا‬

2. Nonverbal
▪Uses gestures, facial expressions, touch, and
other forms
▪Makes up majority of communication

3. Electronic
▪Technology such as e-mail

Copyright © 2020, 2016, 2012 Pearson Education, Inc. All Rights Reserved
Modes of Communication
‫تصال‬J‫طرق ا‬
C - Electronic Communication ‫لكترونية‬J‫ت ا‬J‫تصا‬J‫ ا‬-‫ج‬
–E-mail ‫لكتروني‬F‫البريد ا‬-

É
Copyright © 2020, 2016, 2012 Pearson Education, Inc. All Rights Reserved