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

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

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.

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.

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.

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

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.

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.

The Process of Communication The sender delivers a message Speak face to face Send letters, memos, and e-mails 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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