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Communication Skills
Unit 7
Communication Skills
• How Communication and Observation are used:
• Observations and care of patient
• Interaction with patients and visitors
• To convey patient’s feelings
• Communication Skills
• Three things needed for effective communication:
• Sender
• Clear message
• Receiver
Communication Skills
• Verbal communication:
• Uses words to communicate
• Nonverbal communication:
• Message sent through the use of one’s body,
rather than through speech or writing
• Posture
• Hand & body movements
• Activity level
• Facial expressions
• Overall appearance
• Body position
Communication Skills
• Report:
• Method of communicating with other shifts and
conveys the following information:
• Changes in patient’s condition
• Information about new patient
• Names of patients who were discharged or died
• Patient incidents
• New Physician’s orders
• Special events for patients that are scheduled
during your shift
• This is Jane Doe, student nurse reporting on
Mr. Smith in Room 101. He is a 60 year old
patient of Dr. Jones admitted with CHF. He has
a history of CAD, CVA, MI. He is alert, and
oriented to person, place, and time. His lung
fields are clear bilaterally. His 02 sat this shift
was 94% on room air. His abdomen is
nontender and nondistended. His last BM was
on March 1. He has an IV of NS to his right
forearm #20 Jelco dated 3/02 running at a KVO
rate. His foley is patent draining clear yellow
urine-1000cc this shift. His potassium was 4.0
this morning. He is scheduled for a BNP today.
You are to call Dr. Jones with the results.
Communication Skills
• The Nursing Assistant uses the chain of
command for reporting:
• LPN
• RN
• Nursing Supervisor
• Director of Nursing
• Facility Administrator
Communication Skills
• Answering the telephone:
• Identify the unit
• Identify yourself and give your title
• Ask the caller’s name; ask the caller to wait while
to get the person asked for; or take a message,
noting the date, time, caller’s name and telephone
number
• Sign the message with your name
Communication Skills
• Written communication:
• Can take many forms
• Memos
• Policy & procedure manuals
• Employee handbooks
• Staff development:
• Educating staff to new changes
• Very important means of communication
• CEU’s
Communication Skills
• Care Plan:
• Each patient/resident has their own specific plan of
care
• Individualized for them
• Medical Record:
• Physician’s orders
• Patient history and physical exam results
• Results of diagnostic tests
• Progress notes
• Ongoing assessments
• Nursing notes
Communication Skills
• Other methods of communication:
• Fax (HIPAA)
• Computers
• Communicating with patients:
• Gain patient’s full attention
• Use nonthreatening words (easy to understand)
• Speak clearly and courteously
• Avoid covering mouth when speaking
• NEVER – EVER chew gum
• Use pleasant tone
• Be mindful of your body language
Communication Skills
• Communicating with patients:
• Be alert of the patients’ needs that they
communicate to you
• Avoid speaking about one patient in front of other
patients (HIPAA)
• Avoid interrupting patient
• Paraphrase patient’s thoughts and feelings to
validate that message was received
• Ask for clarification if you do not understand
• Give only factual information that you are allowed
to give (let physician or nurse give other info)
• Avoid arguing with patients about information
Communication Skills
• Communicating with patients with Special Needs:
• Hearing impaired:
• Get patient’s attention and ensure that you have
a clear line of sight
• If patient wears hearing aid, make sure they are
wearing it
• If patient has better hearing on one side, stand
on that side
• NEVER – EVER chew gum
• Limit distractions
• Use familiar words; speak slowly; pronounce
carefully; avoid shouting
Communication Skills
• Communicating with patients with Special Needs:
• Hearing impaired:
• Use facial expressions; gestures and body
language to get point across
• Use low voice pitch (easier to hear)
• Short sentences/avoid exaggerating movements
• Rephrase sentences as needed
• Avoid “mouthing” words
• No abrupt subject changes (confusing)
• Have notepad available, incase it is needed
• Consider basic sign language for understaning
Communication Skills
• Communicating with patients with Special Needs:
• Visually impaired:
• Get patient’s attention using touch if needed
• Introduce self and explain everything you are
going to do
• Be specific in your directions
• Ensure patient knows when you are leaving area
• Offer to read patients mail or dial phone
• Tactfully inform patient of their clothing selection
• Encourage patient to listen to TV/Radio/Books
• Describe environment to patient
Communication Skills
• Communicating with patients with Special Needs:
• Visually impaired:
• NEVER rearrange patient’s room, or allow
others (family) to do so without specific
permission from patient
• Avoid “surprising” patient when you approach
them
Communication Skills
• Communicating with patients with Special Needs:
• Patient’s with aphasia:
• Face the patient and make eye contact
• Greet the patient by name; “Mr., Mrs., Miss, Dr.”
• Speak slowly and clearly, using short, simple
sentences
• Pause between sentences to allow for
comprehension
• Use nonverbal clues to convey your message
• Ask questions requiring only short response
• Repeat what patient says – helps focus patient
Communication Skills
• Communicating with patients with Special Needs:
• Patient’s with aphasia:
• Use alternative methods of communication – if
available
• Do not maintain silence, nor shout during patient
care
• Patient may show signs of frustration;
acknowledge their frustration
• Refocus patient (may require change of subject)
Communication Skills
• Communicating with patients with Special Needs:
• Disoriented patients:
• Identify yourself and greet patient by name
• Speak in lower tone of voice
• Maintain eye contact
• Pleasant facial expression
• Use touch, if not perceived as threatening
• Avoid interruptions/distractions
• Use short, simple phrases; allow time for
response
• Use pictures, pointing, gestures
Communication Skills
• Communicating with patients with Special Needs:
• Disoriented patients:
• Use word substitutes that are known to the
patient
• Present clear message
• Repeat patient’s phrases to ensure focus
• Avoid lengthy conversations/explanations
• Use nonverbal praise
Communication Skills
• Communicating with patients with Special Needs:
• Patients from different cultures:
• Learn guidelines for communicating with specific
culture
• Communication with other cultures may greatly
differ from your own guidelines for
communication
• Be respectful of differences