Professional Documents
Culture Documents
Communication
December 12, 2008 by Admin · 1 Comment · Email This Post · Print This Post
by: Lhynnelli
Quick Checklist for Effective Communication: (1) Open ended questions (2) Focus on
feelings (3) State behaviors observed (4) Reflect, restate, rephrase verbalization of patient
(5) Neutral responses
Effective Communication: (1) Appropriate (2) Simple (3) Adaptive (4) Concise (5)
Credible
Therapeutic Technique
1. Offering Self
2. Active listening
• paying close attention to what the patient is saying by observing both verbal and
non-verbal cues.
• Maintaining eye contact and making verbal remarks to clarify and encourage
further communication.
3. Exploring
5. Silence
• Planned absence of verbal remarks to allow patient and nurse to think over what is
being discussed and to say more.
7. Encouraging comparisons
8. Identifying themes
9. Summarizing
• asking the patients to describe feelings, perceptions and views of their situations.
• “What are these voices telling you to do?”
• stating what is real and what is not without arguing with the patient.
• “I know you hear these voices but I do not hear them”.
• “I am Lhynnelli, your nurse, and this is a hospital and not a beach resort.
16. Reflecting
• throwing back the patient’s statement in a form of question helps the patient
identify feelings.
• Patient: I think I should leave now.
• Nurse: Do you think you should leave now?
17. Restating
• repeating the exact words of patients to remind them of what they said and to let
them know they are heard.
• Patient: I can’t sleep. I stay awake all night.
• Nurse: You can’t sleep at night?
20. Empathy
21. Focusing
• pursuing a topic until its meaning or importance is clear.
• “Let us talk more about your best friend in college”
• “You were saying…”
22. Interpreting
• practicing behaviors for specific situations, both the nurse and patient play
particular role.
• “I’ll play your mother, tell me exactly what would you say when we meet on
Sunday”.
33. Rehearsing
• asking the patient for a verbal description of what will be said or done in a
particular situation.
• “Supposing you meet these people again, how would you respond to them when
they ask you to join them for a drink?”.
34. Feedback
36. Reinforcement
1. Giving advise
2. Talking about your self
3. Telling client is wrong
4. Entering into hallucinations and delusions of client
5. False reassurance
6. Cliché
7. Giving approval
8. Asking WHY?
9. Changing subject
10. Defending doctors and other health team members.
Non-therapeutic Technique
1. Overloading
• talking rapidly, changing subjects too often, and asking for more information than
can be absorbed at one time.
• “What’s your name? I see you like sports. Where do you live?”
2. Value Judgments
3. Incongruence
4. Underloading
• remaining silent and unresponsive, not picking up cues, and failing to give
feedback.
• The patient ask the nurse, simply walks away.
6. Invalidation
7. Focusing on self
• responding in a way that focuses attention to the nurse instead of the client.
• “This sunshine is good for my roses. I have beautiful rose garden”.
9. Giving advice
• telling the client what to do, giving opinions or making decisions for the client,
implies client cannot handle his or her own life decisions and that the nurse is
accepting responsibility.
• “If I were you… Or it would be better if you do it this way…”
• making an assumption about the meaning of someone else’s behavior that is not
validated by the other person (jumping into conclusion).
• The nurse sees a suicidal clients smiling and tells another nurse the patient is in
good mood.