Verbal
What are the five elements of communication?
sender and receiver
message
channel
feedback
context
This type of body posture has folded arms and legs, and what does it say about you?
closed body posture
says your defensive or guarded, not open to convo, not trusting
This type of questioning is focused and requires a particular answer, usually requires and elicits only a "yes", "no" or one to two word answer.
closed ended questioning
This gives clients the opportunity to expand on their concerns, and is effective for keeping the lines of communication open
broad openings
How do you give a caller your full attention?
Discontinue what you were doing
do not multitask
minimize background noise
What are factors influencing clients verbal communication?
health condition
fear
foreign environment
medical terminology
one way dialogue
incredibly short communication
This conveys that you are listening and interested in the other person but can be disrespectful in some cultures
You should gauge client reaction prior to this, it can convey warmth, caring, comfort, support and understanding, and you should seek permission prior to this. You should also be aware of cultural acceptance.
physical contact
This seeks to understand the patients message by asking for more information or for elaboration on a point, and focuses on areas of specific concern.
explore, probe, and seek clarification
How do you respect others around you when on phone?
put cell phone to vibrate and use voicemail
move to a private area
afterwards connect with those around you
What is social space?
4 to 12 feet
This is using your face to communicate concern and interest, and a smile and frown can indicate what?
facial expression
smile indicates positivity
frowning may close it down
This allows for even more detailed or specific information, used to elicit straightforward answers, makes search for evidence easier.
focused questioning
The nurse does this during an interaction with a patient and communicates these back to the patient, this allows for clarification of the intended message when verbal cues do not match nonverbal cues
make observations
The first thing you should do when answering the phone is....
identifying yourself!
What is personal space?
1 1/2 to 4 feet
This body posture is when arms are down at your sides and legs parallel, and what does it say about you?
open body posture
says your open, approachable, and if too relaxed may indicate boredom
This type of questioning does not require a specific answer and cannot be answered by "yes" "no" or a one word response. It allows the patient to elaborate freely, and is useful in assessing feelings and allows for a broader range of info to be discussed.
open ended questioning
This is paraphrasing what the nurse believes the patients message is, it indicates interest in and places value on what the client has to say, gives the client the chance to corrent any misunderstanding
restating or reflecting
What should you keep in mind about emails?
They are written words, can end up anywhere in cyberspace, readers assign their own meanings, can be misinterpreted, and you should make sure you construct an appropriate tone to maintain professionalism
What factors of communication might be appropriate and necessary during a crisis?
medical terminology
one way dialogue
incredibily short communication
This is tone, volume, speed, and pitch, includes laughter, moaning, crying, and a heavy sign can mean surprise, concern, impatience, or boredom, and inappropriate noises can affect the message meant to be heard
vocalization
How can you be an effective listener?
remain steady, thoughtful, and considered
cannot be talking or formulating your next response and still be listening completely to what the speaker is communicating
What should you remember, remember, remember about therapeutic communication?
One big rule to remember when writing an email is...
be professional and DONT WRITE WHEN UPSET