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Unit 2 Communication And Interpersonal Skills

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Title: Unit 2 Communication And Interpersonal Skills


1
Unit 2Communication AndInterpersonal Skills
  • Nurse Aide I Course

2
Communication And Interpersonal
SkillsIntroduction
  • Nurse aides communicate with residents, families,
    visitors and co-workers.

3
Communication And Interpersonal
SkillsIntroduction(continued)
  • Nurse aides must frequently send and receive
    information about the care and observation of
    residents, report thoughts and feelings as
    clearly and objectively as possible and interact
    effectively with others.

4
Communication And Interpersonal
SkillsIntroduction(continued)
  • Nurse aides need to be aware of nonverbal
    communications and need to develop skills in
    communicating with the sensory impaired.

5
Communication And Interpersonal
SkillsIntroduction(continued)
  • In addition, nurse aides may document on the
    medical record, which is a legal document.
    Therefore, all documentation must be in legible,
    clear and accurate language so that there is no
    misunderstanding of the meaning.

6
Communication Skills
7
Objectives
  • 2.0 Demonstrate appropriate and effective
    communication skills.

8
Elements That Influence Relationships With Others
  • Prejudices
  • Frustrations
  • Attitudes
  • Life Experiences

9
Requirements For Successful Communications
  • A message
  • A sender
  • A receiver

10
Objectives
  • 2.1 Describe the importance of developing good
    listening skills.
  • 2.1.1 Identify nine listening skills that can be
    used by the nurse aide.

11
Listening Skills
  • Show interest
  • Hear message
  • Do not interrupt
  • Ask appropriate questions for clarification

12
Listening Skills(continued)
  • Be patient and help resident express feelings and
    concerns
  • Eliminate or reduce distractions
  • Understand silence can be form of communication

13
Objectives
  • 2.1.2 Recognize barriers to effective
    communication.

14
Barriers to Effective Communication
  • Labeling
  • Talking too fast
  • Avoiding eye contact
  • Belittling a residents feelings
  • Physical distance

15
Barriers to Effective Communication(continued)
  • Mental or sensory impairment on the part of the
    resident such as
  • Confusion
  • Blindness
  • Aphasia
  • Hearing impairment

16
Barriers to Effective Communication(continued)
  • Changing the subject
  • False reassurance
  • Giving advice
  • Ineffective communication
  • Disguised messages
  • Conflicting messages
  • Unclear meanings
  • Clichés

17
Interpersonal Skills
18
Objectives
  • 2.2 Explain how the nurse aide will need to
    modify his or her behavior in response to the
    residents behavior.
  • 2.2.1 Define the terms sympathy, empathy and tact.

19
Interpersonal Skills
  • Determined by
  • Standards and values
  • Culture and environment
  • Heredity
  • Interests

20
Interpersonal Skills(continued)
  • Determined by
  • Feelings and stress
  • Expectations others have for us
  • Past experiences

21
Dealing With Resident Behavior
  • Accept every resident
  • Listen to every resident
  • Comply with reasonable requests, when possible

22
Dealing With Resident Behavior(continued)
  • Display patience and tolerance
  • Make an effort to be understanding

23
Dealing With Resident Behavior(continued)
  • Develop acceptable ways of coping with our own
    negative feelings
  • Leave the room after providing for safety
  • Talk with supervisor, in private, about negative
    feelings

24
Dealing With Resident Behavior(continued)
  • Develop acceptable ways of coping with our own
    negative feelings
  • Involve yourself in physical activity
  • Learn to use relaxation techniques that ease
    stress

25
Dealing With Resident Behavior(continued)
  • Be sensitive to residents moods
  • Be able to handle disagreements and criticism

26
Treat Residents As Unique Individuals
  • Do things the residents way, when possible
  • Anticipate their needs
  • Give good care
  • Ask for their opinions

27
Treat Residents As Unique Individuals(continued)
  • Be able to see things from the other persons
    point of view

28
Communicating With Residents and Families
29
Objectives
  • 2.3 Develop effective nonverbal and verbal
    communications skills.
  • 2.3.1 List six examples of nonverbal
    communication and six examples of effective
    verbal communication.

30
Nonverbal Communication
  • Body language
  • Posture
  • Gestures
  • Level of activity
  • Facial expressions
  • Appearance
  • Touch

31
Verbal Communication
  • Speak clearly and concisely
  • Give message by tone of voice
  • Face resident, at eye level, when speaking

32
Verbal Communication(continued)
  • Avoid words having several meanings
  • Present thoughts in a logical, orderly manner
  • Learn to paraphrase

33
Objective
  • 2.3.2 Identify proper telephone communication
    skills.

34
Telephone Communication Skills
  • Speak clearly in a pleasant tone of voice
  • Identify the area, yourself and your position
  • Ask, May I help you?
  • Be courteous

35
Telephone Communication Skills(continued)
  • Take messages
  • name of individual calling
  • phone number (including area code)
  • read back message for accuracy
  • date and time of call

36
Telephone Communication Skills(continued)
  • Take messages (continued)
  • ask for assistance if you are unable to handle
    message
  • permit caller to hang up first
  • follow proper etiquette

37
Objective
  • 2.3.3 Identify actions that would facilitate
    communication with residents family and visitors

38
Actions to Facilitate Communication with the
Residents Family and Visitors
  • Ask how they are doing
  • Indicate that you are glad to see them
  • Tell them about activities the resident has been
    involved with that day

39
Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)
  • Be warm and friendly
  • Use talking and listening skills you would use
    with resident

40
Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)
  • Share knowledge about the unit
  • Visiting hours
  • Restrictions to visitors
  • Any restrictions on bringing food
  • Activities that include family

41
Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)
  • Report stressful or tiring visits to supervisor
  • Refer requests for information on the residents
    condition to supervisor

42
Actions to Facilitate Communication with the
Residents Familyand Visitors (continued)
  • Share information from family/visitors that would
    affect resident care with supervisor
  • Report visitor concerns or complaints to
    supervisor

43
Objective
  • 2.3.4 Identify actions that would facilitate
    communication with hearing impaired residents.

44
Actions to Facilitate Communication with Hearing
Impaired Residents
  • Encourage to use hearing aid
  • Speak slowly using simple sentences
  • Face resident at eye level when speaking
  • Encourage resident to read lips, if that helps

45
Actions to Facilitate Communication with Hearing
Impaired Residents(continued)
  • Lower pitch of voice
  • Direct speech to stronger ear but do not shout
  • Use gestures when possible to clarify statements
  • Write when necessary
  • Learn basic signing, if appropriate

46
Objective
  • 2.3.5 Identify actions that would facilitate
    communication with residents that have decreased
    vision.

47
Actions to Facilitate Communication with
Residents Who Have Decreased Vision
  • Sit where resident can best see you
  • Make sure lighting is sufficient
  • Encourage resident to touch objects and yourself
  • Encourage resident to wear his/her glasses

48
Actions to Facilitate Communication with
Residents Who Have Decreased Vision(continued)
  • Use touch and talk frequently to communicate your
    location
  • Use descriptive words and phrases

49
Objective
  • 2.3.6 Identify actions that would facilitate
    communication with residents that have difficulty
    speaking.

50
Actions to Facilitate Communication with
Residents Who Have Difficulty Speaking
  • Encourage to use hands to point out objects
  • Use communication boards/card
  • Repeat what you heard to be sure you understood
    resident

51
Actions to Facilitate Communication with
Residents Who Have Difficulty Speaking(continued
)
  • Encourage resident to cry or express
    anger/frustration when he/she has trouble
  • Ask yes and no questions
  • Let other staff members know meaning of a sound
    or movement

52
Objective
  • 2.3.7 Identify actions that would facilitate
    communication with depressed residents.

53
Actions to Facilitate Communication with
Depressed Residents
  • Exercise patience
  • Allow time for resident to say things
  • Sit quietly with resident
  • Return repeatedly until resident responds

54
Objective
  • 2.3.8 Identify actions that would facilitate
    communication with residents with memory loss.

55
Actions to Facilitate Communication with
Residents with Memory Loss
  • Encourage to talk
  • Talk about things resident remembers
  • Ask one question at a time, containing one thought

56
Actions to Facilitate Communication with
Residents with Memory Loss(continued)
  • Keep questions simple
  • Re-phrase questions not understood
  • Avoid asking resident to make a choice

57
Objective
  • 2.3.9 Identify actions that would facilitate
    communication with residents based on stage of
    development.

58
Actions to Facilitate Communication Based on
Stage of Development
  • Treat all residents with dignity and respect
  • Encourage residents to make choices when
    appropriate
  • Use simple sentences
  • Emphasize positive qualities

59
Actions to Facilitate Communication Based on
Stage of Development(continued)
  • Never attempt to exert power over residents
  • Encourage residents to do all they can for
    themselves
  • Be patient

60
Actions to Facilitate Communication Based on
Stage of Development(continued)
  • Take time to explain what residents are to do or
    what you are going to do for them
  • Use age appropriate speech
  • Encourage residents to express feelings, ideas
    and frustrations

61
Actions to Facilitate Communication Based on
Stage of Development(continued)
  • Gain residents attention and speak clearly, in a
    normal tone of voice
  • Orient residents to reality when appropriate

62
Actions to Facilitate Communication Based on
Stage of Development(continued)
  • Never assume that you arent heard or understood
  • Never address residents as if they are children.

63
Observation And Reporting
64
Objectives
  • 2.4 Observe by using the senses to report
    resident behavior to the nurse.

65
Methods of Observation
  • Examples using sight
  • Rash
  • Skin color
  • Bruising

66
Methods of Observation(continued)
  • Examples using hearing
  • Wheezing
  • Moans
  • Words spoken by resident

67
Methods of Observation(continued)
  • Examples using touch
  • Lump
  • Temperature of skin
  • Change in pulse

68
Methods of Observation(continued)
  • Examples using smell
  • Odor of breath
  • Odor of urine
  • Odor of body

69
Reporting
  • Reports are made
  • immediately
  • thoroughly
  • accurately
  • Use notepad and pencil to write down information
    for reporting

70
Objective
  • 2.4.1 Discuss differences between objective and
    subjective data.

71
Reporting(continued)
  • Report only facts, not opinions
  • objective data - that observed using senses
  • subjective data - that told to nurse aide by the
    resident

72
Reporting(continued)
  • Observe residents environment and report safety
    hazards

73
Reporting(continued)
  • When reporting, consider
  • care or treatment given
  • time of treatment
  • residents response to care

74
Reporting(continued)
  • When reporting, consider
  • observations helpful to other health care workers
  • information resident has given that would affect
    his or her treatment
  • anything unusual about resident

75
Communicating With Other Staff Members
76
Objective
  • 2.5 Identify the ways in which the nurse aide
    communicates with other staff members.

77
Forms of Communicating
  • Reporting or communicating orally
  • Body language
  • Written communications

78
Written Communications Resident Care Plans
  • Resident care plans prepared by nurse
  • One for each resident
  • Kept at nurses station

79
Written Communications Resident Care
Plans(continued)
  • Working record to provide consistent,
    well-planned care on a daily basis
  • Changed and updated as needed by licensed nurse

80
Written Communications Resident Care
Plans(continued)
  • Information included
  • Residents level of independence in ADL
  • Treatments
  • Statement of problems

81
Written Communications Resident Care
Plans(continued)
  • Information included (continued)
  • Short-term and long-term goals
  • Plan to attain goals
  • Date plan initiated and reevaluated

82
Written Communications Resident Care
Plans(continued)
  • Nurse aides contribute by
  • Helping to identify problems
  • Attending care conferences

83
Written Communications Resident Care
Plans(continued)
  • Nurse aides contribute by (continued)
  • Directing questions about plan to supervisor
  • Reporting resident response to treatment and
    activities

84
Objective
  • 2.5.1 Recognize the importance of maintaining the
    residents medical record.

85
Written Communications Residents Medical
Record
  • Includes information from all disciplines
    providing direct service to residents

86
Written Communications Residents Medical
Record(continued)
  • A record of
  • assessments, implementations, evaluations
  • management plans
  • progress notes
  • Permanent legal record

87
Written Communications Residents Medical
Record(continued)
  • Purpose
  • Organizes all information on care in one document
  • Accountability so care can be evaluated
  • Documentation so there is knowledge of what each
    discipline is doing

88
Written Communications Residents Medical
Record(continued)
  • Confidential information available only to health
    care workers involved in care of resident

89
Objective
  • 2.5.2 Review guidelines for charting in the
    residents medical record.

90
Guidelines For Charting If Allowed By Facility
  • Make sure entries are accurate and easy to read
  • Always use ink
  • Print, unless script is accepted form
  • Do not use the term resident

91
Guidelines For Charting If Allowed By
Facility(continued)
  • Use short, concise phrases
  • Always chart after care is performed
  • Make sure writing legible and neat

92
Guidelines For Charting If Allowed By
Facility(continued)
  • Use only abbreviations accepted by facility
  • Make sure spelling, grammar and punctuation are
    correct
  • Do not record judgments or interpretations

93
Guidelines For Charting If Allowed By
Facility(continued)
  • Record in a logical and chronological manner
  • Be descriptive
  • Make sure all forms added to the chart contain
    identifying information

94
Guidelines For Charting If Allowed By
Facility(continued)
  • Avoid using words that have more than one meaning
  • Use residents exact words in quotation marks
    whenever possible
  • Always indicate the time of care

95
Guidelines For Charting If Allowed By
Facility(continued)
  • Leave no lines blank
  • Sign each entry with first initial, last name and
    title
  • Correct errors using facility procedure

96
Medical Terminology
97
Objective
  • 2.6 Document observations using appropriate terms.

98
Medical Terminology
  • Medicine has a language of its own
  • Historical development
  • Composed mainly of Greek and Latin word parts
  • Consistent and uniform

communication
Nurse aide
catheter
99
Medical Terminology(continued)
  • Three components
  • Prefixes
  • Root words
  • Suffixes
  • Medical dictionary
  • Used for reference
  • Spelling is important

100
Abbreviations
101
Objective
  • 2.7 Recognize abbreviations used in documenting
    by the health care facility.

102
Abbreviations
  • Help health care workers communicate quickly and
    effectively
  • Are shortened forms of words
  • Reduce time needed to chart important information

103
Abbreviations(continued)
  • Conserve space on medical record
  • Used primarily in written communication

104
Demonstration and Return Demonstration
105
Objective
  • 2.8 Demonstrate the ability to document accurate
    information following proper charting practices.

106
THE END
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