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Communicator
Forms of Communication
Verbal (language)
Nonverbal (body language)
Facial expressions, touch, eye contact
Posture, gait, gestures
General physical appearance
Mode of dress and grooming
Sounds, silence
Electronic communication
Electronic Communication
Social media
Both the American Nurses Association (ANA) and the
National Council of State Boards of Nursing (NCSBN)
have issued guidelines for RNs regarding use of social
media.
E-mail and text messages
The risk for violating patient privacy and confidentiality
exists any time a message is sent electronically.
Health care agencies usually have security measures in
place to safeguard e-mail and text communications.
Intrapersonal
Self-talk; communication within a person
Interpersonal
Occurs between two or more people with a goal to
exchange messages
Group
Small-group
Organizational communication
Group dynamics
Group identity
purpose and goals of
the group
accountability of
individuals
Leadership
Cohesiveness
cooperation and
commitment
Patterns of interaction
how communication
takes place
successful or
unsuccessful
Power
used appropriately or
inappropriately
Decision making
identification and
resolution of issues
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Gender
Interpersonal
interaction styles
Sociocultural differences
Language and cultural
barriers
Roles and responsibilities
Misreading or making
assumptions
Interviewing Techniques
Open-ended questions or
comments
Tell me more about.
Closed questions or
comments
Specific short answer
Validating questions or
comments
To confirm the
patients information
Clarifying questions or
comments
Reflective questions or
comments
Repeat the patients
statements
Sequencing questions or
comments
Describing the order
of events
Directing questions or
comments
Transition to new or
previous information
Let me be clear
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Aggressive Behavior
Blocks to Communication
Failure to perceive the patient as a human being
Failure to listen
Nontherapeutic comments and questions:
Using clichs
Using closed questions
Using questions containing the words why and
how
Using questions that probe for information
Using leading questions
Using comments that give advice
Using judgmental comments
Copyright 2015 Wolters Kluwer All Rights Reserved