COMMUNICATION AND NURSE

PATIENT RELATIONSHIP

COMMUNICATION
 WHAT IS COMMUNICATION
 COMMUNICATION IS PROCESS OF
EXCHANGING INFORMATION, THOUGHT ,
FEELINGS OR MESSAGES BETWEEN TWO
OR MORE PEOPLE THROUGH VERBAL ,NON
VERBAL OR WRITTEN MEANS
 IN NURSING
 COMMUNICATION IS ESSENTIAL PART OF
NURSING CARE , IT ENABLES NURSE TO :
 UNDERSTAND PATIENT NEEDS
 BUILD THERAPEUTIC RELATIONSHIP
 PROVIDE EMOTIONAL SUPPORT
 GIVE HEALTH EDUCATION
 OBTAIN ACCURATE PATIENT INFORMATION
 PROMOTE COOPERATION WITH TREATMENT
 ENSURE SAFE AND EFFECTIVE PATIENT
CARE
 LEVELS OF COMMUNICATION
 IN NURSING COMMUNICATION CAN BE CLASSIFIED
INTO FOUR LEVELS :
 INTRAPERSONAL RELATIONSHIP :
COMMUNICATION THAT OCCURS ONESELF OR
INSIDE PERSON MIND
EXAMPLE : NURSE THINKS ABOUT HOW TO
EXPLAIN A PROCEDURE TO A PATIENT
INTERPERSONAL RELATIONSHIP
 COMMUNICATION THAT OCCURS BETWEEN
TWO PEOPLE
 EXAMPLE : A NURSE TALKING WITH
PATIENT ABOUT THEIR HEALTH PROBLEM
 GROUP COMMUNICATION
 COMMUNICATION THAT OCCURS AMONG
THREE OR MORE PERSON WHO INTERACT
WITH EACH OTHER
 EXAMPLE : A NURSE CONDUCTING A HEALTH
EDUCATION SESSION FOR GROUP OF
PATIENTS
 PUBLIC COMMUNICATION
 COMMUNICATION IN WHICH ONE PERSON
COMMUNICATES WITH LARGE AUDIENCE
 EXAMPLE : A NURSE GIVING A HEALTH
AWARENESS LECTURE TO LARGE GROUP
OF PEOPLE
 ORGANIZATIONAL
COMMUNICATION
 THAT OCCURS WITHIN OR BETWEEN
ORGANIZATION TO COORDINATE WORK
AND ACHIEVE COMMON GOALS
 EXAMPLE : COMMUNICATION BETWEEN
NURSES , DOCTORS , ADMINISTRATORS
 ELEMENTS
 SENDER : THE PERSON WHO CREATES AND SENDS THE
MESSAGE
 MESSAGE :THE INFORMATION , IDEA, OR FEELING BEING
COMMUNICATED
 ENCODING :THE PROCESS OF CONVERTING IDEAS INTO
WORDS , SYMBOLS GESTURES
 CHANNEL : THE METHOD USED TO SEND
MESSAGE SUCH AS SPEECH, WRITING ,
EMAIL, PHONE OR SOCIAL MEDIA
 RECEIVER : THE PERSON OR GROUP FOR
WHOM THE MESSAGE IS INTENDED
 DECODING : THE PROCESS BY WHICH THE
RECEIVER INTERPRETS AND UNDERSTAND THE
MESSAGE
 FEEDBACK : THE RECEIVER RESPONSE
SHOWING WHETHER THE MESSAGE WAS
UNDERSTOOD
 CONTEXT : THE SITUATION , ENVIRONMENT
OR CIRCUMSTANCES IN WHICH
COMMUNICATION TAKES PLACE
 PROCESS
 THE COMMUNICATION PROCESS FOLLOW THESE
STEPS :
 IDEA FORMATION : THE SENDER DEVELOPS AN IDEA
OR MESSAGE
 ENCODING : THE SENDER CONVERTS THE IDEA INTO
WORDS, SYMBOLS OR GESTURES
 TRANSMISSION : THE MESSAGE IS SENT
THROUGH A SUITABLE CHANNEL
 RECEPTION : THE RECEIVER GETS THE
MESSAGE
 DECODING : THE RECEIVER INTERPRETS
THE MEANING OF MESSAGE
 FEEDBACK : THE RECEIVER RESPONDS TO
THE SENDER, CONFIRMING
UNDERSTANDING OR ASKING
CLARIFICATION
 EXAMPLE
 SENDER : TEACHER
 MESSAGE : SUBMIT YOUR ASSIGNMENT BY FRIDAY
 RECEIVER : STUDENTS
 FEEDBACK : OKAY MAM WE WILL SUBMIT IT ON
FRIDAY
 TYPES
 COMMUNICATION CAN BE CLASSIFIED IN
DIFFERENT WAYS
 BASED ON MEDIUM : VERBAL : USES
WORDS TO COMMUNICATE
 CAN BE ORAL OR WRITTEN
 EXAMPLE
 FACE TO FACE CONVERSATION ,
TELEPHONE CALLS , MEETINGS , LETTERS
AND EMAILS
 NON VERBAL
 USES BODY LANGUAGE INSTEAD OF WORDS

 INCLUDES FACIAL EXPRESSIONS, GESTURES , POSTURE ,EYE CONTACT , TONE OF VOICE AND APPEARANCE
 EXAMPLES
 SMILING , NODDING, HAND GESTURES
 BASED ON METHOD : ORAL :
COMMUNICATION THROUGH SPOKEN
WORDS
 FAST AND ALLOWS IMMEDIATE FEEDBACK
 EXAMPLES
 SPEECH, DISCUSSION, INTERVIEWS AND
PRESENTATIONS
 WRITTEN : COMMUNICATION THROUGH WRITTEN
WORDS
 PROVIDES PERMANENT RECORD AND IS SUITABLE
FOR FORMAL COMMUNICATION
 EXAMPLES
 REPORTS , LETTERS, NOTICES , EMAILS
AND MESSAGES
 BASED ON FORMALITY : FORMAL :
FOLLOWS OFFICIAL CHANNELS AND
ORGANIZATIONAL RULES
 EXAMPLES
 OFFICIAL MEETINGS , BUSINESS LETTERS AND
OFFICE MEMOS
 INFORMAL: CASUAL AND UNOFFICIAL
COMMUNICATION
 EXAMPLES : CONVERSATION WITH FRIENDS ,
COLLEAGUES SOCIAL MEDIA
 BASED ON DIRECTION
 DOWNWARD : FROM HIGHER AUTHORITY TO
SUBORDINATES
 UPWARD : FROM SUBORDINATES TO HIGHER
AUTHORITY
 HORIZONTAL : BETWEEN PEOPLEAT SAME
LEVEL
 DIAGONAL
 BETWEEN PEOPLE OF DIFFERENT
DEPARTMENTS AND LEVELS
 FACTORS AFFECTING
COMMUNICATION
 LANGUAGE : IT SHOULD BE CLEAR , SIMPLE
AND UNDERSTOOD BY BOTH SENDER AND
RECEIVER
 DIFFICULT OR UNFAMILIAR WORDS CAN
CAUSE MISUNDERSTANDING
 CULTURE
 CULTURAL BELIEFS , VALUES AND
TRADITIONS INFLUENCE THE
INTERPRETATION OF MESSAGES
 DIFFERENT CULTURES MAY UNDERSTAND
THE SAME MESSAGE DIFFERENTLY
 PHYSICAL ENVIRONMENT
 NOISE , POOR SLEEPING , DISTANCE OR
TECHNICAL PROBLEMS CAN AFFECT
COMMUNICATION
 EMOTIONAL STATE : SUCH AS ANGER , STRESS,
FEAR OR EXCITEMENT CAN AFFECT HOW
MESSAGES ARE SENT OR UNDERSTOOD
 PERCEPTION
 PEOPLE INTERPRET MESSAGES BASED ON
THEIR EXPERIENCE , BELIEFS AND
ATTITUDE
 DIFFERENT PERCEPTION CAN LEAD TO
DIFFERENT MEANINGS
 LISTENING SKILLS
 EFFECTIVE COMMUNICATION REQUIRES
ACTIVE LISTENING
 POOR LISTENING CAN RESULT IN
MISUNDERSTANDINGS
 NON VERBAL COMMUNICATION
 BODY LANGUAGE, FACIAL EXPRESSIONS,
EYE CONTACT, GESTURES AND TONE OF
VOICE AFFECT THE MEANING OF
MESSAGE
 EDUCATIONAL LEVEL

 DIFFERENCES IN EDUCATION OR SUBJECT

KNOWLEDGE CAN MAKE COMMUNICATION
DIFFICULT
 FEEDBACK : LACK OF FEEDBACK CAN PREVENT
THE SENDER FROM KNOWING WHETHER THE
MESSAGE WAS UNDERSTOOD
 METHODS
 EFFECTIVE COMMUNICATION MEANS
CONVEYING INFORMATION CLEARLY SO
THAT THE RECEIVER UNDERSTANDS THE
MESSAGE CLEARLY
 VERBAL
TALKING WITH A PATIENT OR GIVING
HEALTH EDUCATION
 WRITTEN :NURSING REPORTS , PATIENT
RECORD, NOTICES AND INSTRUCTION
 NON VERBAL
 FACIAL EXPRESSIONS, EYE CONTACT,
GESTURES, POSTURE, AND TOUCH
 ACTIVE LISTENING : AVOID
INTERRUPTING ,APPROPRIATE EYE
CONTACT, APPROPRIATE RESPONSE
 USE SIMPLE AND CLEAR
LANGUAGE
 USE WORDS THAT ARE EASY TO
UNDERSTAND
 QUESTIONING : ASKING APPROPRIATE
QUESTIONS TO OBTAIN
INFORMATION ,CLARIFY , DOUBTS AND
ASSESS UNDERSTANDING
 FEEDBACK
 ENCOURAGING THE RECEIVER TO
RESPOND OR REPEAT INFORMATION TO
CONFIRM THAT THE MESSAGE HAS BEEN
 EMPATHY
 UNDERSTANDING AND ACKNOWLEDGING
ANOTHER PERSON FEELINGS AND POINT OF
VIEW
 APPROPRIATE USE OF VISUAL AIDS : CHARTS ,
POSTERS , PICTURES, DIAGRAMS , MODELS ,
VIDEOS
THERAPEUTIC COMMUNICATION
 IS A PURPOSEFUL , PROFESSIONAL FORM OF
COMMUNICATION USED BY NURSES AND OTHER
HEALTHCARE PROFESSIONALS TO HELP
PATIENTS EXPRESS THEIR FEELINGS ,
UNDERSTAND THEIR PROBLEMS, REDUCE
ANXIETY AND PROMOTE PHYSICAL AND
PSYCHOLOGICAL WELL BEING
 OBJECTIVES
ESTABLISH TRUSTING RELATIONSHIP
 ENCOURAGE PATIENT TO EXPRESS ITS
FEELINGS
 IDENTIFY PATIENT NEEDS
 REDUCE ANXIETY, FEAR AND STRESS
 PROVIDE EMOTIONAL SUPPORT
 PROMOTE PATIENT PARTICIPATION
 HELP PATIENT MAKE INFORMED
DECISIONS
 IMPROVE QUALITY OF CARE
 TECHNIQUES
 ACTIVE LISTENING :GIVING FULL
ATTENTION TO PATIENT AND SHOWING
GENUINE INTEREST
 EXAMPLE : MAINTAINING APPROPRIATE
EYE CONTACT
 SILENCE : ALLOWING PERIOD OF SILENCE SO
THAT PATIENT CAN THINK OR ORGANIZE THEIR
THOUGHTS
 EXAMPLE : REMAINING QUIET WITH PATIENT
WHO IS UPSET INSTEAD OF IMMEDIATELY
CHANGING THE SUBJECT
 ACCEPTING : SHOWING THAT THE PATIENT
THOUGHTS AND FEELINGS ARE HEARD
WITHOUT JUDGING THEM
 EXAMPLE : I UNDERSTAND
 GIVING RECOGNITION
 ACKNOWLEDGING THE PATIENT
PRESENCE , EFFORTS, OR PROGRESS
 EXAMPLE : YOU HAVE BEEN WORKING
HARD ON YOUR WALKING EXCERCISE
 OFFERING SELF
 MAKING YOURSELF AVAILABLE TO
PATIENT TO PROVIDE SUPPORT
 EXAMPLE : I CAN SIT WITH YOU FOR A
WHILE IF YOU WOULD LIKE
 GIVING BROAD OPENINGS
 ENCOURAGING THE PATIENT TO DECIDE
WHAT THEY WANT TO TALK ABOUT
 EXAMPLE : WHAT WOULD YOU LIKE TO
TALK ABOUT ?
 OPEN ENDED QUESTIONS
 ASKING QUESTIONS THAT ALLOW THE
PATIENT TO GIVE DETAILED RESPONSE
 EXAMPLE : HOW HAVE YOU BEEN
FEELING SINCE ADMISSION
 EXPLORING
 ENCOURAGING THE PATIENT TO EXPLAIN
THE SUBJECT IN DETAIL
 EXAMPLE : CAN YOU TELL ME MORE
ABOUT WHAT WORRIES YOU ?
 CLARIFYING
 ASKING THE PATIENT TO EXPLAIN
SOMETHING THAT IS UNCLEAR
 EXAMPLE : WHEN YOU SAY YOU FEEL
UNCOMFORTABLE WHAT EXACTLY DO
YOU MEAN ?
 RESTATING
 REPEATING THE MAIN IDEA EXPRESSED BY THE
PATIENT TO CONFIRM UNDERSTANDING
 EXAMPLE : PATIENT : I AM WORRIED ABOUT MY
SURGERY
 NURSE : YOU ARE FEELING WORRIED ABOUT THE
SURGERY
 REFLECTING
 DIRECTING THE PATIENT QUESTIONS OR
FEELING BACK TO THEM SO THEY CAN THINK
ABOUT IT
 EXAMPLE : PATIENT : DO YOU THINK I CAN
RECOVER
 NURSE : WHAT ARE YOUR THOUGHTS ABOUT
YOUR RECOVERY ?
 FOCUSING

 ENCOURAGING THE PATIENT TO

CONCENTRATE ON AN IMPORTANT ISSUE
 EXAMPLE : YOU MENTIONED THAT YOU
ARE MOST WORRIED ABOUT YOUR FAMILY
TELL ME MORE ABOUT IT
 GIVING INFORMATION
 PROVIDING RELEVANT AND ACCURATE
INFORMATION TO HELP PATIENT
UNDERSTAND THEIR CONDITION OR
TREATMENT
 EXAMPLE : THE DOCTOR WILL VISIT YOU THIS
AFTERNOON TO DISCUSS THE TEST RESULTS
 SUMMARIZING
 REVIEWING THE MAIN POINTS DISCUSSED
DURING THE CONVERSATION
 EXAMPLE : SO, TODAY WE DISCUSSED YOUR
PAIN , YOUR CONCERNS ABOUT THE
PROCEDURE AND THE QUESTIONS YOU HAVE
FOR THE DOCTOR
 VALIDATION
 CHECKING WHETHER THE NURSE HAS
CORRECTLY UNDERSTOOD THE PATIENT
MESSAGE
 EXAMPLE : DO I UNDERSTAND CORRECTLY
THAT YOU ARE FEELING ANXIOUS ABOUT
GOING HOME
 PRESENTING REALITY
 HELPING PATIENT DISTINGUISH BETWEEN
REALITY AND INCORRECT PERCEPTION
 EXAMPLE : I UNDERSTAND THAT YOU
FEEL SOMEONE IS CALLING YOU , BUT DO
NOT HEAR ANYONE CALLING
 COMPARISON
 HELPING PATIENTS COMPARE PRESENT
EXPERIENCE WITH PREVIOUS
EXPERIENCE
 EXAMPLE : HAVE YOU EXPERIENCED THIS
TYPE OF PAIN BEFORE ?
DESCRIPTION OF PERCEPTIONS
 ASKING THE PATIENT TO DESCRIBE WHAT
THEY ARE EXPERIENCING
 EXAMPLE : WHAT DO YOU SEE OR HEAR
RIGHT NOW
 EMPATHY
 TRYING UNDERSTAND THE PATIENT
FEELINGS AND COMMUNICATING THAT
UNDERSTANDING
 EXAMPLE : IT SOUNDS LIKE THIS HAS
BEEN A VERY DIFFICULT EXPERIENCE
 FEEDBACK
 PROVIDING CONSTRUCTIVE INFORMATION
ABOUT THE PATIENT BEHAVIOR OR
PROGRESS
 EXAMPLE : I NOTICED THAT YOU WERE ABLE
TO WALK A LITTLE FARTHER THEN
YESTERDAY
 NON THERAPEUTIC
COMMUNICATION
 REFERS TO COMMUNICATION
TECHNIQUES THAT DO NOT PROMOTE
UNDERSTANDING, TRUST, OR A HEALTHY
NURSE -PATIENT RELATIONSHIP
 TECHNIQUES
 FALSE REASSURANCE : GIVING REASSURANCE
WITHOUT CONSIDERING THE PATIENT ACTUAL
FEELINGS OR SITUATION
 EXAMPLE : PATIENT : I AM VERY SCARED ABOUT MY
SURGERY
 NURSE : DON'T WORRY , EVERYTHING WILL BE FINE
 GIVING ADVICE
 TELLING THE PATIENT WHAT THEY
SHOULD DO INSTEAD OF HELPING THEM
EXPLORE THEIR OWN CHOICES
 EXAMPLE : YOU SHOULD STOP WORRYING
JUST THINK POSITIVELY
 APPROVAL OR DISAPPROVAL
 EXPRESSING JUDGMENT ABOUT THE
PATIENT THOUGHTS, FEELINGS OR
BEHAVIOR
 EXAMPLE : YOU ARE RIGHT TO FEEL THAT
WAY
 ASKING WHY QUESTIONS
 REPEATEDLY ASKING WHY MAY MAKE THE
PATIENT FEEL DEFENSIVE AS IF THEY ARE
BLAMED
 EXAMPLE : WHY DID YOU DO THAT
 CHANGING SUBJECT
AVOIDING PATIENT CONCERNS BY SHIFTING
THE CONVERSATION TO ANOTHER TOPIC
 EXAMPLE : PATIENT : I AM WORRIED ABOUT MY
DIAGNOSIS
 NURSE : BY THE WAY DID YOU HAVE
BREAKFAST
 EXCESSIVE QUESTIONS

 ASKING TOO MANY QUESTIONS AT ONCE

CAN MAKE THE PATIENT
UNCOMFORTABLE
 EXAMPLE : WHERE DO YOU LIVE , WHO DO
YOU LIVE WITH, WHAT DO YOU DO, WHY
ARE YOU HERE ?
 BEING JUDGMENTAL
 JUDGING THE PATIENT BEHAVIOR ,
CHOICES OR BELIEFS
 EXAMPLE : YOU SHOULD HAVE KNOWN
BETTER
 ARGUING
 TRYING TO PROVE THE PATIENT BELIEFS
OR OPINIONS ARE WRONG
 EXAMPLE : THAT IS COMPLETELY WRONG .
YOU SHOULDN'T THINK THAT WAY
 STEREOTYPING
 MAKING ASSUMPTIONS ABOUT A PERSON
BASED ON THEIR AGE , GENDER,
CULTURE, PROFESSION OR BACKGROUND
 EXAMPLE : OLDER PEOPLE DON'T
UNDERSTAND MODERN TREATMENT
 USING CLICHES
 USING COMMON EXPRESSIONS THAT MAY
MINIMIZE THE PATIENT FEELINGS
 EXAMPLE : TIME HEALS ALL WOUNDS
 INTERRUPTING
 STOPPING PATIENT BEFORE THEY CAN COMPLETE
SPEAKING
 DEFENDING : PROTECTING A PERSON , INSTITUTION OR
ORGANIZATION INSTEAD OF LISTENING TO PATIENT
CONCERNS
 EXAMPLE : THE HOSPITAL STAFF WOULD NEVER MAKE
SUCH A MISTAKE
 MAKING ASSUMPTIONS
 ASSUMING WHAT THE PATIENT THINKS OR
FEELS WITHOUT ASKING OR LISTENING
CAREFULLY
 USING MEDICAL JARGON : USING COMPLEX
MEDICAL TERMS THAT PATIENT MAY NOT
UNDERSTAND
 BEING SYMPATHETIC
 FEELING SORRY FOR THE PATIENT
RATHER THAN UNDERSTANDING AND
ACKNOWLEDGING THEIR FEELINGS
 EXCESSIVE ATTENTION TO
DETAILS
 FOCUSING UNNECESSARILY ON MINOR
DETAILS INSTEAD OF PATIENT MAIN
CONCERNS
 BARRIERS
 ARE THE FACTORS THAT PREVENT OR
INTERFERE WITH CLEAR EXCHANGE OF
INFORMATION , THOUGHTS , FEELINGS
AND IDEAS BETWEEN SENDER AND
RECEIVER
 MAJOR BARRIERS
 PHYSICAL : ENVIRONMENTAL FACTORS
THAT DISTURB COMMUNICATION
 EXAMPLE : NOISE , POOR LIGHTING , LACK
OF PRIVACY, UNCOMFORTABLE
SURROUNDINGS
 LANGUAGE
 DIFFERENCES IN LANGUAGE OR
VOCABULARY THAT MAKE
UNDERSTANDING DIFFICULT
 EXAMPLE : A NURSE AND PATIENT SPEAK
DIFFERENT LANGUAGE
 SEMANTIC
 MISUNDERSTANDING CAUSED BY THE
MEANING OF WORDS , TECHNICAL TERMS
OR MEDICAL JARGON
 EXAMPLE : USING COMPLEX MEDICAL
TERMINOLOGY WITH A PATIENT
 PSYCHOLOGICAL
 PHYSICAL CONDITIONS THAT AFFECT THE
ABILITY TO COMMUNICATE
 EXAMPLES :HEARING IMPAIRMENT ,
SPEECH PROBLEMS, PAIN , FATIGUE,
UNCONSIOUSNESS
 PERCEPTUAL
 DIFFERENCES IN HOW PEOPLE
INTERPRET THE SAME MESSAGE BASED
ON THEIR EXPERIENCES OR BELIEFS
 ORGANIZATIONAL
 PROBLEMS WITHIN AN ORGANIZATION THAT
INTERFERE WITH THE FLOW OF
INFORMATION
 EXAMPLES : POOR COMMUNICATION
CHANNELS , UNCLEAR
RESPONSIBILITIES ,COMPLEX HEIRARCHY
 TECHNOLOGICAL
 PROBLEMS RELATED TO COMMUNICATION
DEVICES
 EXAMPLES : POOR INTERNET
CONNECTION, EQUIPMENT FAILURE , LACK
OF TECHNICAL KNOWLEDGE
 POOR LISTENING
 WHEN THE RECEIVER DOES NOT LISTEN
CAREFULLY OR DISTRACTED THE
MESSAGE MAY BE MISUNDERSTOOD
 INFORMATION OVERLOAD
 GIVING TOO MUCH INFORMATION AT ONCE
CAN MAKE IT DIFFICULT FOR THE
RECEIVER TO UNDERSTAND AND
REMEMBER THE IMPORTANT POINTS
 PROFESSIONAL
COMMUNICATION
 IS THE PURPOSEFUL EXCHANGE OF
INFORMATION , IDEAS , THOUGHTS, AND
FEELINGS BETWEEN HEALTHCARE
PROFESSIONALS , PATIENTS, FAMILIES AND
OTHER MEMBERS OF HEALTHCARE TEAM , IN
NURSING IT IS ESSENTIAL FOR PROVIDING
SAFE , EFFECTIVE AND PATIENT-CENTERED
 CHARACTERISTICS
 CLEAR AND CONCISE
 RESPECTFUL
 PROFESSIONAL LANGUAGE
 CONFIDENTIALITY
 ACCURATE
 OBJECTIVE
 TIMELY
 EMPATHETIC
 ACTIVE LISTENING
 APPROPRIATE NON VERBAL COMMUNICATION
 TYPES
 VERBAL: FACE TO FACE CONVERSATION , ,
TELEPHONE CALL, PATIENT EDUCATION
 WRITTEN : NURSING RECORDS,REPORTS,
CARE PLANS AND DOCUMENTATION
 NON VERBAL : FACIAL EXPRESSIONS,
GESTURE , POSTURE, EYE CONTACT AND
TOUCH
 ELECTRONIC
 USING ELECTRONIC DEVICES AND
TECHNOLOGY
 EMAILS, EHR, TEXT MESSAGES, VIDEO
CONFRENCING,HOSPITAL INFORMATICS
SYSTEM
 FORMAL
 THAT FOLLOWS OFFICIAL CHANNEL
 OFFICIAL MEETINGS, REPORTS, POLICIES
AND PROCEDURES, FORMAL
LETTERS,INCIDENT REPORTS
 INFORMAL
 THAT OCCURS CASUAL OR IN UNOFFICIAL
MANNER BETWEEN COLLEAGUES
 INFORMAL DISCUSSIONS, CASUAL
CONVERSATION, PEER TO PEER
COMMUNICATION
 INTERNAL
 WITHIN AN ORGANIZATION
 EXAMPLE : BETWEEN MANAGERS AND
EMPLOYEES
 BETWEEN DEPARTMENTS, TEAM MEETINGS ; HR
SHARING NEW WORKPLACE GUIDELINES WITH
STAFF
 EXTERNAL
 WITH INDIVIDUALS OR ORGANIZATIONS
OUTSIDE THE COMPANY
 EXAMPLE :CUSTOMER SERVICE, CLIENT
MEETINGS, SUPPLIER
COMMUNICATION,PRESS RELEASE
NURSE- PATIENT RELATIONSHIP
 IS PROFESSIONAL, THERAPEUTIC
RELATIONSHIP BETWEEN NURSE AND
PATIENT IN WHICH NURSE PROVIDES
CARE, SUPPORT , EDUCATION AND
ASSISTANCE TO MEET PATIENT HEALTH
NEEDS
 PURPOSES
 PROVIDE QUALITY CARE
 ESTABLISH TRUST AND RAPPORT
 PROMOTE EFFECTIVE COMMUNICATION
 IDENTIFY PATIENT NEEDS AND PROBLEMS
 PROMOTE PATIENT PARTICIPATION
 PROVIDE EMOTIONAL SUPPORT
 PROMOTE INDEPENDENCE
 ACHIEVE THERAPEUTIC GOALS
 PHASES
 PRE-INTERACTION PHASE : OCCURS BEFORE NURSE MEETS
THE PATIENT
 ACTIVITIES : NURSE REVIEWS PATIENT DATA
 NURSE EXAMINES THEIR OWN FEELINGS, BIASES AND
EXPECTATIONS
 NURSE PREPARES MENTALLY AND PROFESSIONALLY TO
MEET PATIENT
 ORIENTATION PHASE
 INITIAL PHASE MEANS NURSE MEETS THE
PATIENT
 ACTIVITIES : INTRODUCTION, ESTABLISH TRUST
AND RAPPORT , PATIENT PROBLEMS IDENTIFIED,
EXPLAIN PURPOSE AND BOUNDARIES OF
RELATIONSHIP, GOALS AND PLAN OF CARE
MUTUALLY ESTABLISHED
 WORKING PHASE
 IDENTIFICATION PHASE
 ACTIVITIES : NURSE PATIENT WORK
TOGETHER TO ACHIEVE IDENTIFIED GOALS,
PATIENT PARTICIPATES IN CARE PLAN ,
PROVISION OF EDUCATION , COUNSELING,
EMOTIONAL SUPPORT AND NURSING
INTERVENTIONS
 PROBLEMS EXPLORED AND APPROPRIATE
SOLUTIONS DEVELOPED
 ENCOURAGE PATIENT INDEPENDENCE
AND COPING ABILITIES
 TERMINATION PHASE
 THE THERAPEUTIC RELATIONSHIP COMES
TO AN END WHEN PATIENT GOALS ARE
ACHIEVED AND NO LONG NURSING CARE
IS REQUIRED
 ACTIVITIES : EVALUATION IS DONE IF THE
GOALS ARE ACHIEVED OR NOT
 SELF CARE IS ENCOURAGED IN PATIENT
 RELATIONSHIP IS ENDED
PROFESSIONALLY AND POSITIVELY
 COMMUNICATION WITH
VULNERABLE GROUPS
 ARE PEOPLE WHO MAY HAVE INCREASED
DIFFICULTY COMMUNICATING OR
UNDERSTANDING INFORMATION BECAUSE OF
AGE , ILLNESS , DISABILITY, LANGUAGE BARRIER,
CULTURAL DIFFERENCES , SOCIAL
CIRCUMSTANCES
 EXAMPLES : CHILDREN , OLDER ADULT,
HEARING OR VISUAL IMPAIRMENT, SPEECH
OR LANGUAGE DIFFICULTIES, COGNITIVE
IMPAIRMENT , CRITICALLY ILL OR
UNCONSCIOUS , DIFFERENT CULTURE,
ANXIOUS, FRIGHTENED OR EMOTIONALLY
DISTRESSED
 PRINCIPLES
 SHOW RESPECT AND DIGNITY
 USE SIMPLE $ CLEAR LANGUAGE
 LISTEN ACTIVELY
 BE PATIENT
 USE APPROPRIATE NON VERBAL CUES
 ADAPT COMMUNICATION
 PRIVACY AND CONFIDENTIALITY
 CHECK UNDERSTANDING
 RESPECT CULTURAL DIFFERENCES
 INVOLVE FAMILY OR CAREGIVERS
 CHILDREN'S
 USE AGE APPROPRIATE LANGUAGE,
SIMPLE WORDS, PLAY , PICTURES,
FRIENDLY APPROACH
 OLDER ADULTS: SPEAK CLEARLY
MAINTAIN EYE CONTACT, ALLOW TIME TO
RESPONSE
 HEARING IMPAIRMENT : FACE THE PERSON
WHILE SPEAKING , REDUCE BACKGROUND
NOISE, USE WRITTEN COMMUNICATION
 VISUAL IMPAIRMENT : IDENTIFY YOURSELF ,
EXPLAIN WHAT ARE YOU DOING , PROVIDE
VERBAL DESCRIPTIONS
 SPEECH IMPAIRMENT : BE PATIENT , USE
ALTERNATIVE SOURCE OF
COMMUNICATION
 COGNITIVE IMPAIRMENT : USE SHORT,
SIMPLE SENTENCES , REPEAT
INFORMATION WHEN NEEDED, CALM
ENVIRONMENT
 ANXIOUS/ DISTRESSED PATIENT : SHOW
EMPATHY , LISTEN WITHOUT JUDGMENT
AND PROVIDE RE ASSURANCE AND
EMOTIONAL SUPPORT
THANK YOU