Chapter 26 Study Guide

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Components of

Communication

Sender/Encoder:

the person who is formulating the message. Responsible for insuring that the

message sent is the message received. Responsible to validate the receiver is

interpreting the message with its intent

Receiver/Decoder:

the person who is receiving the message. Responsible for interpretation of the

message

Message:

includes not only the words being transmitted but the body language with which

it is transmitted. Message needs to be appropriate to the recipient/receiver

Response:

feedback from the receiver of the initial message to the sender/encoder.

Modes of

Communication

Verbal:

using spoken words, can be face to face or with technology over electronic

equipment such as Skype, video conferencing, or the use of video equipment such

as DVD

Pace and

intonation: the speed and inflection in the voice. The tone of voice

can suggest sincerity, sarcasm, anger, and/or

frustration just as well as the physical expressions

Simplicity: insuring that the words and

phrases used are appropriate to the recipient/decoder. Using medical

terminology for lay persons is not an

appropriate level of simplicity but neither is talking to someone like

they are stupid

Timing &

Relevance: Be aware of what is going on with the patient when you are

going to communicate with them. If the patient is upset the timing is likely

off. If the patient has just had bad news then telling them about their

medications is not really relevant because their focus is not where the nurse

needs it to be.

Adaptability:

As in all nursing, a nurse’s communication must be adaptable to the situation

and the patient or receiver. E.g.: Talking to a pediatric patient is not done

the same way as talking to an adult

Credibility:

worthiness of belief, trustworthiness, reliability. Once credibility is called

into question, the repair process between nurse and client is lengthy and

sometimes can never be repaired. Consistency, dependability and honesty all

build credibility.

Humor: is

a wonderful tool but must be used appropriately and with care. If the client

does not find it humorous, then it is not humorous.

Non-Verbal:

Body language, touch, facial expression and gestures

Posture & Gait: as discussed in lecture

Personal Appearance: if your presentation is messy or

unprofessional, you credibility and caring is perceived as less than stellar

Gestures: in small doses are appropriate. However, excessive

hand gestures can make a patient think the nurse is nervous or does not really

know what they are speaking about.

Remember to consider the culture of your patient before using gestures.

Handshakes in some cultures are inappropriate; eye contact in other cultures is considered disrespectful. Hand gestures can also be useful in

situations where a client is non-verbal but able to use their hands. E.g.: a

client can signal with a hand for yes and no or learn sign language as an

alternative form of communication.

Electronic: e-mail, text, video

Advantages: Quick,

usually accessible, and provides a record of the communication

Disadvantages: Intonation, body language and facial

expression cannot be conveyed in this mode of communication. Not all clients

have access to this mode of communication. Intent can be lost, or worse, can be

read into the communication. Increased risk of HIPAA violations. NEVER, NEVER,

EVER, NEVER use a client’s name or identifying information in an e-mail or

other electronic communication.

Pay attention to the

following boxes and tables in your text:

Box: 26-1, pg 472;

26-2, pg 475; 26-3, pg 477; 26-5, pg 486; 26-6, pg 486; 26-7, pg 487;

Table: 26-1, pg 470; 26-2, pgs 472-473; 26-3, pg 474; *26-4,

pg 476; 26-6, pg 483-484