1. Textbook For Nursing Assistants
Chapter 5 – Communication Skills
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

2. What is Communication?
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

3. What is Communication?
Communication is the process of exchanging information that involves at least two persons
A Sender
A Receiver
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

4. Forms of Communication
Verbal Communication
Verbal communication tends to be deliberate - used to express a thought, with the intent of giving specific information to another person
Involves use of spoken and written language or sign language used by the deaf
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

5. Forms of Communication
Non-Verbal Communication
Verbal communication tends to be more subtle
Involves giving information through the use of facial expressions, gestures, and body language
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

6. Communicating Effectively
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

7. The Process of Communication
The sender creates a message
The sender delivers the message
The receiver receives the message
The receiver provides the feedback
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

8. The Process of Communication
The sender creates a message
Use language that the receiver understands
Use an interpreter wherever required
Use simple words
Speak clearly and loudly enough to be heard
Organize written matter legibly
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

9. The Process of Communication
The sender delivers a message
Speak face to face
Send letters, memos, and s
Use telephone calls, intercom
Use legible hand writing and accurate language
Message should be delivered to the receiver in a mode that is understood (for example, written matter is not suitable for a blind person)
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

10. The Process of Communication
The receiver receives the message
Be an attentive listener
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

11. The Process of Communication
The receiver provides feedback
Feedback is an indication that the message sent by the sender was received by the receiver
The sender looks for feedback from the receiver
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

12. Tactics that Enhance Communication
When you are the receiver – be a good listener
When you are the sender make sure that the message is clear
Rephrase or use open-ended questions to encourage the other person to talk
Provide and seek feedback
Use positive body language
Value silence and provide a comforting touch
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

13. Tactics that Enhance Communication
When you are the receiver – be a good listener
Active listening requires focusing your attention on the speaker
Avoid interrupting the speaker
Sit down or assume a relaxed posture so you do not appear rushed or in a hurry to move on
Make eye contact with the speaker
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

14. Tactics that Enhance Communication
When you are the sender make sure that the message is clear
Speak clearly and use words that the person you are speaking to understands
A person cannot give informed consent unless he understands what he is consenting to – encourage feedback
Consider a person’s language understanding skills as well as any physical disability that could impair receipt of your message
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

15. Tactics that Enhance Communication
Rephrase or use open ended questions to encourage the other person to talk
Open-ended questions invite the person to say more
It also shows the person that you are, in fact, actively listening to what the other person is saying to you
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

16. Tactics that Enhance Communication
Provide and seek feedback
Use a gracious way to convey feedback so that it does not appear intimidating to the other person
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

17. Tactics that Enhance Communication
Be mindful of your body language
Negative body language
Crossing your arms across your chest
Tapping your feet or fingers
Constantly looking at your watch or toward the door
Positive body language
Facing the person
Nodding as he or she speaks
Smiling or looking serious as appropriate
Making vocal sounds to indicate your interest
Positioning yourself at eye level with the speaker
Provide a comforting touch
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

18. Tactics that Enhance Communication
Value of silence and a comforting touch
Touch is perhaps the most universal of all languages
Silence and a comforting touch will say more than words can
When words are not enough, touch is comforting and establishes a bond
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

19. Blocks to Effective Communication
Not listening carefully to what another person is saying
Interrupting the other person
Being judgmental
The assumption that other people know what you know, think the way you think, and feel the way you feel
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

20. Conflict Conflict, resulting from differences
between people, occurs when
One person is unable to understand or accept another’s ideas or beliefs
One person’s expectations for another differ from that person’s expectations for himself
One person misunderstands another person’s words or intentions
One person’s needs or wants conflict with our own needs and wants
Conflict makes the people directly involved, as well as those around them, uncomfortable
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

21. Conflict Resolution Ask to speak privately with the person
During your conversation, focus on the specific area of conflict
Focus on “I,” rather than the more accusatory “you”
Be prepared to hear how the other person may feel toward you or the problem, even if it is not pleasant
Be gracious enough to apologize for misunderstanding the other person, or for being the one who was misunderstood
Ask the other person for insight into solutions for resolving the conflict
Sometimes it is necessary to “agree to disagree”
If you are unable to resolve a conflict on your own, seek the advice of your supervisor
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

22. Telephone Communication
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

23. Using Telephone Communication
Today, the telephone remains a primary tool of communication in the health care field
When using this mode of communication:
Remember telephone etiquette
Respect patient and resident confidentiality
Know your facility’s policies
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

24. Communication Among Members of the Health Care Team
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

25. Observation Subjective data Objective data
Subjective data is information that cannot be objectively measured or assessed
Examples: Usually a person’s complaint, or symptom
Objective data
Objective data is information that you obtain directly, through measurements or by using one of your five senses
Examples: Temperature, pulse, respiratory rate, and blood pressure of a patient or resident
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

26. Reporting
Nursing assistants use reporting to communicate the following information to the nurse:
Observations that suggest a change in the patient’s or resident’s condition
Observations regarding the patient’s or resident’s response to a new treatment or therapy
A patient’s or resident’s complaints of pain or discomfort
A patient’s or resident’s refusal of treatment
A patient’s or resident’s request for clergy
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

27. Recording
Recording or “charting,” is communicating information about a patient or resident to other health care team members in written form
Tools associated with recording include the
Medical record (chart)
Kardex
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

28. Medical Record (Chart)
It is a legal document that contains
The person’s current condition
The measures that have been taken by the medical and nursing staff to diagnose and treat the condition
The person’s response to the treatment and care provided
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

29. A Typical Medical Record Contains…
Admission sheet
Medical history
Nursing history
Physician’s order sheet
Medication sheet
Physician’s progress notes
Narrative nurse’s notes
Graphic sheet
Miscellaneous documents
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

30. Kardex
The Kardex is a card file, containing condensed versions of each patient’s or resident’s medical record. It contains:
A summary of the person’s current diagnosis
The diagnostic tests and treatments ordered by the doctor
Information about routine care measures, such as the person’s diet, level of ambulation, and bathing schedule
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

31. The Nursing Process
In order to achieve its goals, the nursing team develops a specific plan of care, called the nursing care plan, for each patient or resident
The communication method that is used to develop the nursing care plan is called the nursing process
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

32. Steps of the Nursing Process
Assessment
Diagnosis
Planning
Implementation
Evaluation
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.

33. End of Presentation
Copyright © 2005.  Lippincott Williams & Wilkins. Instructor's Manual to Accompany Lippincott's Textbook for Nursing Assistants.