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Communication
Therapeutic Communication
Interpersonal interactions between the nurse and the client
It focuses on the clients specific needs and is used to:
Establish the therapeutic relationship
Identify the clients most important concerns
Assess the clients perceptions
Facilitate the clients expression of emotions
Teach the client and family necessary self-care skills
Recognize the clients needs
Implement interventions designed to address the clients
needs
Guide the client toward satisfactory and acceptable
solutions
Communication
The process people use to exchange information:
Verbal (what is said, or content)
Context (environment or situation, including
culture)
Nonverbal (behavior such as facial expression,
tone of voice, hesitancy, distance from speaker,
or process)
Congruency (when content and process agree)
Incongruency (when content and process do not
agree; nonverbal is more accurate)
Essential Components of
Therapeutic Communication
Essential Components of
Therapeutic Communication
Privacy and respect for boundaries
Therapeutic communication is most comfortable
at 3 to 6 feet; should not be less than 18 inches
Proxemics:
1. Intimate Zone 0-8 inches between
people
2. Personal Zone 18-36 inches between
people
3. Social Zone - 4- 6 feet
4. Public Zone 12-25 feet
Essential Components of
Therapeutic Communication
Touching
Touch may be comforting and supportive
Touch also is an invasion of intimate and personal space
Nurse must evaluate whether the client
perceives touch as positive or threatening and
unwanted; never assume that touching a client
is acceptable
Types of Touch
Functional-professional touch is used in procedures or
examinations
Social-polite touch used in greeting such as handshake
Friendship warmth touch involves hugs in greeting
Love-intimacy touch involves tight hugs and kisses
between lovers or close relatives
Sexual Arousal used by lovers
Essential Components of
Therapeutic Communication
(contd)
Active listening means refraining from
other internal mental activities and
concentrating exclusively on what the
client says
Active observation means watching the
speakers nonverbal actions as he or
she communicates
Communication Techniques
Acceptance
Non-judgmental attitude
Convey respect
Offering Self
Sense of presence
Being available
Open-ended Questions
Broad openings allow Pt to select the topics
Validation
Confirming what the patient has said
Communication Techniques
Reflection
Content & feeling is referred back to Pt
Pt recognition & acceptance
Restatement
Paraphrase main content or emotion
Focus
Direct conversation to a single concept
Clarification
Enhance understanding vague or confused
message
Communication Techniques
Convey Information
Supply data via statement
Provide Feedback
Specific constructive information
State Observations
Verbalize what is witnessed or perceived
Connect Information
Identify relationships, similarities or differences
to clarify behavior/ thoughts
Communication Techniques
Confrontation
Identify discrepancies between what the
Pt says & does
Summarize
Highlight the main themes of content &
feelings discussed
Present Reality
Orient to the present
Clarify misperceptions
Silence
Interaction without words
Blocks to Communication
False Reassurance
Rejecting
Refusing to consider the Pts ideas or
behaviors
Giving Approval
Passing judgment or Pt right or wrong
Giving Advice
Implies RN knows what is best for the Pt.
Probe
Pushing for answers the Pt does not want
Blocks to Communication
Defend
Implies Pt has no right to express his own
ideas
Belittle
Minimizing Pt. distress Pt. unimportant
Denial
Blocks further discussion
1/10
Samples
1. USING SILENCE...utilizing absence of verbal
communication.
2.ACCEPTING...givingindicationofreception.
"Yes."
"Uhhmm."
"Ifollowwhatyousaid."
Nodding.
3.GIVING RECOGNITION...acknowledging,indicatingawareness.
"Goodmorning,Mr.S."
"You'vetooledaleatherwallet."
"Inoticethatyou'vecombedyourhair.
4.OFFERING SELF...makingone'sselfavailable.
"I'llsitwithyouawhile."
"I'llstayherewithyou."
"I'minterestedinyourcomfort."
"Istheresomethingyou'dliketotalkabout?"
"Whatareyouthinkingabout?"
"Wherewouldyouliketobegin?
"Goon."
"Andthen?"
"Tellmeaboutit."
"Whatseemedtoleadupto...?"
"Wasthisbeforeorafter...?"
"Whendidthishappen?
8.MAKING OBSERVATIONS...verbalizingwhatisperceived.
"Youappeartense."
"Areyouuncomfortablewhenyou...?"
"Inoticethatyou'rebitingyourlips."
"Itmakesmeuncomfortablewhenyou..."
thepatienttoverbalizewhatheperceives.
"Tellmewhenyoufeelanxious."
"Whatishappening?"
"Whatdoesthevoiceseemtobesaying?
10.ENCOURAGING COMPARISON...askingthatsimilaritiesand
differencesbenoted.
"Wasthissomethinglike...?"
"Haveyouhadsimilarexperiences?"
11.RESTATING...repeatingthemainideaexpressed.
Patient."Ican'tsleep.Istayawakeallnight."
Nurse."Youhavedifficultysleeping."
Patient."Thefellowthatismymatediedatwarandispending
meyettomarry."
Nurse."Youweregoingtomarryhim,buthediedduringthe
war."
12.REFLECTING...directingbacktothepatientquestions,feelings,
andideas.
Patient:"DoyouthinkIshouldtellthedoctor...?"
Nurse:"Doyouthinkyoushould?"
Patient:"Mybrotherspendsallmymoneyandthenhasthenerve
toaskformore:
Nurse:"Thiscausesyoutofeelangry."
13.FOCUSING...concentratingonasinglepoint.
"Thispointseemsworthlookingatmoreclosely.
14. EXPLORING...delvingfurtherintoasubjectoridea.
"Tellmemoreaboutthat."
"Wouldyoudescribeitmorefully?"
"Whatkindofwork?"
15.GIVING INFORMATION...makingavailablethefactsthepatient
needs.
"Mynameis..."
"Visitinghoursare..."
"Mypurposeinbeinghereis..."
"I'mtakingyoutothe..."
16.SEEKING CLARIFICATION...seekingtomakeclearthat
whichisnotmeaningfulorthatwhichisvague.
"I'mnotsurethatIfollow."
"Whatwouldyousayisthemainpointofwhatyousaid?
17.PRESENTING REALITY...offeringforconsiderationthatwhich
isreal.
"Iseenooneelseintheroom."
"Thatsoundwasacarbackfiring."
"Yourmotherisnothere;I'manurse."
"Isn'tthatunusual?"
"Really?"
"That'shardtobelieve.
19.SEEKING VALIDATION...searchingformutualunderstanding,
foraccordinthemeaningofwords.
"Tellmewhethermyunderstandingofitagreeswithyours."
"Areyouusingthiswordtoconveytheidea...?"
Patient.Ican'ttalktoyouortoanyone.It'sawasteoftime.
Nurse.Isityourfeelingthatnooneunderstands?
Patient.Mywifepushedmearoundjustlikemymotherandsister
did.
Nurse.Isityourimpressionthatwomenaredomineering?
21.ENCOURAGING EVALUATION...askingthepatienttoappraise
thequalityofhisexperiences.
"Whatareyourfeelingsinregardto...?"
"Doesthiscontributetoyourdiscomfort?
22.ATTEMPTING TO TRANSLATE INTO FEELINGS...seeking
toverbalizethefeelingsthatarebeingexpressedonlyindirectly.
Patient."I'mdead."
Nurse."Areyousuggestingthatyoufeellifeless?"or"Isitthat
lifeseemswithoutmeaning?"
Patient."I'mwayoutintheocean."
Nurse."Itmustbelonely."or"Youseemtofeeldeserted."
23.SUGGESTING COLLABORATION...offeringtoshare,tostrive,
toworktogetherwiththepatientforhisbenefit.
"PerhapsyouandIcandiscussanddiscoverwhatproducesyour
anxiety.
24.SUMMARIZING...organizingandsummingupthatwhichhas
gonebefore.
"HaveIgotthisstraight?"
"You'vesaidthat..."
"DuringthepasthouryouandIhavediscussed..."
Facial expression
Body language
Vocal cues
Eye contact
Silence
Understanding Context
Understanding Spirituality
Cultural Considerations
Community-Based Care
Self-Awareness Issues
Nonverbal communication is as
important as verbal
Ask colleagues for feedback
Examine your communication skills