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RULES
During this class, Students have to …
1. Speak only in English, broken English is ok
2. Stay focused  some quizzes
3. Make the class as FUN as possible
Topics

Building rapport

Gathering personal details


Building Rapport
• The process of developing that connection with someone else
• Sometimes rapport happens naturally, but can also be built
and developed consciously
Building rapport
nurses-patients
communication
Communication
between nurses and
patients / families
happen all the time
Formal Informal
e.g. when a nurse e.g. the nurse
instruct a patient greets the patients,
how to use a piece exchange some
of equipment small talk, and then
the nurse moves to
the next room
Building rapport

Make Eye Contact Active Listening

Show Empathy Practice Mirroring

Open Communication Keeping Your Word

Make it Personal
Building rapport
Maintain eye contact
• communicates care and compassion
• show empathy and interest in the patient’s
situation

Show empathy
• Empathy  the ability to understand the patient’s
situation, perspective, and feelings
• Allows the nurse to deliver more personalized patient
care
Building rapport
Open Communication

• Encourage patients to share their feelings


• Understanding the patient’s communication preferences and state of mind
will help build rapport
• Closed vs Open-ended Question
Closed Question Open-ended Question
begin with “when” “where” “who” “what” “do begin with “what” or “how”
(did, does)” or “is (are, was)”
When did you fall? How have you been feeling lately?
Where do you live? What brought you to the hospital?
Are you having pain now? What would you like to talk about today?
Building rapport
Make it personal

• Understand and see the patient as a person, not only as a patient


• Use small talk first, follow-up questions are the next  natural conversation
• Ask about their friends and family, hobbies, and other important aspects of
their life
• Example
“My son was here yesterday to visit me”
Are you happy that he came?
Can you tell me about him?
Building rapport
Active listening
• Listen to UNDERSTAND, not to respond
• Show the patient that the nurse is interested
• Use verbal cues as well as an emotion (such as being
happy, sad, or surprised) to respond
• Term to use ….
… Term to use
Exercise 1
Exercise 1

Really? Congratulation!

That’s too bad

Go on

You’re kidding

Oh, I’m sorry to hear that

That’s great
Building rapport
Practice mirroring
• Matching the patient’s demeanor, disposition, and
rhythm
• Use mirroring to become attuned to the patient during
difficult conversations

Keep your word


• One of the most effective ways to build rapport with
patients
• Don’t over-promise and under deliver
COMMUNICATING WITH PATIENT / FAMILY
1. Encouraging the Patient to Talk
2. Directing the Focus
3. Listening actively and Cultural Awareness
4. Using Silence
5. Being Empathic
6. Avoiding Blocks to Communication / information overload
Exercise 2
Poor communication
1. Encouraging the Patient to Talk
2. Directing the Focus
3. Listening Actively
4. Using Silence
5. Being Empathic
6. Too many disruption
How to start a an interview
• The Opening (Orientation Phase)
o Greetings
o Introduce yourself
• The Body (Working Phase)
o The client communicates what he or she thinks, feels, knows, and
perceives in response to questions from the nurse
• The Closing (Termination Phase)
o The nurse terminates the interview when the needed information has
been obtained
Greetings
• A friendly way to begin a conversation
FORMAL INFORMAL
Good morning/afternoon/evening Hey!
Hello Hi!
Assalamualaikum How is it going?
Greetings! What’s up?
Exercise 3
Greetings
Exercise 3
Greetings
Self Introduction
• Approach the patient
• Ensure your non-verbal
communication is open and
positive, to show that you
are ready to listen and
engage with the patient
• introduce yourself by name
and briefly explaining your
role
“Good morning. My name is Evelyn, and
I’ll be one of the nurses taking care of
you here.”
“Hello, my name is Ben, and I will be
your nurse for today.”
Common responses to an introduction

FORMAL INFORMAL
I’m very pleased/happy/glad to meet you. Pleased/Happy/Glad to meet you.
It’s very nice to meet you. Nice to meet you.
It’s a pleasure to meet you. My pleasure.
It’s my pleasure to meet you. Hi.
Hello.
Self Introduction
• Ask the patient how they would
like to be addressed
o “What may I call you?”
o “Would you prefer Mr. Hemmings
or Ben?”
• Using formal address or their
preferred names, rather than
using first names or “mother”
or “father”
• explain the purpose and nature of the interview
o what information is needed
“May I sit down with you here to talk about your care while you’re here?”

o how long it will take


“May I sit down with you here for about ten minutes?”

o The nurse tells the client how the information will be used and usually
states that the client has the right not to provide data
“If there is anything you don’t want to talk about, please feel free to say so.”
Gathering Personal Details
Useful Expression to Initiate Communication

• “It’s time for me to ……”


• “I just want to ……”
• “I would like to ……” Explaining what you are
going to do immediately
• “I am going to ……”
• “I need to ……”
Gathering Personal Details
Gathering Personal Details

OCCUPATION & TITLE


Exercise 4
Exercise 4
d

f
g
Exercise 5
• Name : Ronald John Greene
• DOB : 12/11/1956
• Allergies : Penicillin
• Home number : 567452
• Mobile number : 05564397221
Termination Phase
• Techniques commonly used to close an interview:
o Offer to answer questions  “Do you have any questions?” “I would be
glad to answer any questions you have.”
o Conclude  “Well, that’s all I need to know for now” or “Well, those are
all the questions I have for now.”
o Thank the client  “Thank you for your time and help. The questions
you have answered will be helpful in planning your nursing care.”
o Express concern for the person’s welfare and future  “I hope all goes
well for you.”
o Provide a summary to verify accuracy and agreement  “Let’s review
what we have just covered in this interview.”
PRACTICE SESSION
• Work in your group and make dialogues Asking Patient Details
+ Assessing Health Status
• Time for discussion  60 minutes
• Each group have to role-play the dialogues that have been
made
• The dialogues have to be displayed when the group is
performing
• Submit the dialogue to your facilitator at the end of the class