Communication in Nursing

by Balzer-Riley, Julia W.

• ISBN13: 9780323008723
• ISBN10: 0323008720
• Format: Paperback
• Copyright: 1999-10-01
• Publisher: Elsevier Science Health Science div

Summary

COMMUNICATION IN NURSING contains an abundant use of examples and exercises on communication skills and techniques to help the reader first understand basic concepts of therapeutic communication, and then apply them in different clinical situations. The fourth edition includes two new chapters on communication technology and cultural communication, increased content on communicating with the family, groups, children and the elderly, and victims of abuse, and communication with theinterdisciplinary health care team.

Table of Contents

Part I Getting Started: Basic Communication Competence
Responsible, Assertive, Caring Communication in Nursing	5	(20)
The Meaning of Interpersonal Communication	6	(3)
The Meaning of Assertive Communication	9	(1)
How Do You Get Started?	10	(5)
The Meaning of Responsible Communication	15	(1)
The Meaning of Caring	16	(2)
How Can You Learn to Communicate Assertively and Responsibly?	18	(4)
Cognitive Domain: Basic Communication Competencies	18	(1)
Affective Domain: Belief in the Value and Impact of Positive Communication	18	(1)
Psychomotor Domain: Putting It All Together	18	(4)
Practicing Assertive, Responsible, and Caring Communication	22	(3)
The Client-Nurse Relationship: A Helping Relationship	25	(15)
The Nature of the Helping Relationship	26	(4)
Standard IV	27	(1)
Standard VI	27	(1)
Cognitive, Affective, and Psychomotor Abilities in the Therapeutic Encounter	27	(3)
Client Rights in the Helping Relationship	30	(1)
Characteristics of Client-Nurse Helping Relationships	31	(3)
Pointers to Guide You in Your Client-Nurse Helping Relationships	34	(1)
Being an Effective Nurse-Helper Requires Being Assertive and Responsible	35	(1)
True Presence	35	(3)
Practicing Helping	38	(2)
Solving Problems Together	40	(19)
Involving the Client in Problem Solving	41	(1)
Face Work and Politeness Theory	41	(1)
What Is the Difference Between Problem Solving and Mutual Problem Solving in Nursing?	42	(11)
Problem Solving: The Nursing Process	42	(1)
The Mutual Problem-Solving Process in Nursing	42	(2)
Standard IV	44	(1)
Standard VI	44	(1)
Incorporating Validation Into the Nursing Process	44	(1)
Validating Interpretation of Collected Data	45	(1)
Identifying Actual or Potential Problems With the Client	45	(3)
Benefits of Mutuality That Go Beyond the Client-Nurse Dyad	48	(1)
How to Make Your Clinical Problem Solving a Mutual Affair	49	(1)
Making a Contract With Your Client	50	(3)
Practicing Mutual Problem Solving	53	(6)
Understanding Each Other: Communication and Culture	59	(18)
Culture, Ethnicity, and Ethnocentrism Defined	60	(1)
Reasons Why Nurses Need To Be Informed About Culture	60	(1)
Barriers That Interfere With Nurses' Recognition and Appreciation of Diverse Cultures	61	(10)
A Closing Thought	71	(3)
Practicing Effective Cross-Cultural Communication	74	(3)
Electronic Communication	77	(20)
Reaching Out to the World Electronically	77	(1)
Getting Started	78	(2)
How Do I Get Started?	78	(1)
Do I Have to Have State-of-the-Art Equipment?	78	(1)
Is a Separate Telephone Line Necessary for Internet Access?	78	(1)
What Precautions Should I Take When I Access the World Wide Web?	78	(2)
Where Can I Learn More?	80	(1)
Electronic Mail in Health Care	80	(4)
The Advantages and Disadvantages of E-Mail	81	(3)
Electronic Communication Differs From Face-to-Face or Telephone Communication	84	(1)
Privacy Issues in Electronic Communication	85	(1)
Accessing Information via the Internet	86	(2)
The Internet for the Health Care Provider and Health Care Consumer	88	(1)
Consumer Education on the Internet	88	(1)
Clinical Applications of Electronic Communication	88	(1)
Educational Applications of Electronic Communication	88	(1)
What Is Netiquette?	89	(1)
Practicing Electronic Communication	90	(7)
Part II Building Relationships
Warmth	97	(14)
The Benefits of Warmth for Your Clients and Colleagues	97	(9)
How to Display Warmth to Your Clients and Colleagues	99	(2)
Stories of Warmth in the Actions of the Nurse	101	(2)
Extending and Withdrawing Warmth	103	(3)
Practicing Warmth	106	(5)
Respect	111	(10)
The Benefits of Respect	111	(1)
Showing Respect to Your Clients	112	(7)
Acknowledging Clients	113	(1)
Establishing the Nature of the Contact	113	(2)
Establishing a Comfortable Climate	115	(1)
Terminating Contact	116	(3)
Practicing Respect	119	(2)
Genuineness	121	(10)
Benefits of Genuineness in Interpersonal Relationships	121	(2)
Incongruence	123	(2)
Being Genuine With Clients and Colleagues	125	(1)
Factors Influencing Genuineness	126	(1)
How You Can Evaluate Your Genuineness	127	(2)
Practicing Genuineness	129	(2)
Empathy	131	(23)
What Is Empathy?	131	(2)
How to Communicate Empathically	133	(3)
Preverbal Aspects of Empathy	133	(1)
Verbal Aspects of Empathy	133	(2)
Nonverbal Aspects of Empathy	135	(1)
When to Communicate Empathically	136	(1)
The Benefits of Empathy for Clients and Colleagues	137	(3)
The Benefits of Being Empathic for the Nurse	140	(1)
Overcoming Blocks to Empathy	141	(2)
Six Steps to Communicating More Empathically	143	(1)
When to Convey Empathy	144	(3)
Practicing Being Empathic	147	(7)
Self-Disclosure	154	(14)
Self-Disclosure in Personal and Professional Relationships	155	(1)
Guidelines for Self-Disclosing in the Helping Relationship	155	(3)
Why Nurses Should Use Self-Disclosure With Clients	156	(1)
What Nurses Should Reveal to Clients in Self-Disclosures	156	(1)
When Nurses Should Use Self-Disclosure With Clients	156	(1)
How to Self-Disclose in the Helping Relationship	157	(1)
Examples of Helpful and Non-Helpful Self-Disclosures	158	(7)
With a Client	159	(1)
With a Colleague	160	(5)
Practicing Self-Disclosure	165	(3)
Specificity	168	(10)
When Specificity Is Useful	168	(2)
Being Specific When Explaining Your Thoughts and Feelings	170	(1)
Being Specific When Reflecting Others' Thoughts and Feelings	171	(1)
Being Specific When Asking Questions	172	(1)
Being Specific When Giving Information or Feedback	172	(1)
Being Specific When Evaluating	173	(1)
Providing Specific Documentation	174	(1)
Practicing Specificity	175	(3)
Asking Questions	178	(14)
The Importance of Asking Questions Effectively in Nursing	178	(1)
The Why, What, How, Who, When, and Where of Asking Questions	179	(3)
The Why of Asking Questions	179	(1)
The What and How of Asking Questions	180	(2)
The Who of Asking Questions	182	(1)
The When and Where of Asking Questions	182	(1)
Common Tactical Errors in Asking Questions and What To Do About Them	182	(7)
The Long-Winded Buildup	182	(1)
The Thunder-Stealer	183	(1)
The Multiple-Choice Mix-Up	184	(1)
Incomprehensible Cryptic Codes	184	(1)
The Offensive Misuse of ``Why,''	185	(1)
Open and Closed Questions	186	(1)
The Mystery Interview	186	(3)
Practicing Asking Questions	189	(3)
Expressing Opinions	192	(11)
The Difference Between Giving Advice and Expressing Opinions	193	(1)
When to Express Your Opinions as a Nurse	193	(2)
Your Feelings About Expressing Opinions	194	(1)
How to Express Your Opinions in an Assertive Way	195	(3)
Get the Consent of Your Receiver Before Expressing Your Opinions	195	(1)
Make Allowances for the Uniqueness of Your Client or Colleague	196	(1)
Include the Rationale for Your Viewpoint	196	(2)
How to Share Your Positive Regard for Others	198	(1)
The Art of Not Expressing Your Opinions	199	(1)
How to Empower Yourself Through Expressing Opinions	199	(2)
Practicing Expressing Opinions	201	(2)
Humor	203	(16)
A Definition of Humor	204	(1)
Positive Versus Negative Humor	205	(1)
Criteria for the Appropriate Use of Humor	206	(1)
Functions of Humor in Health Care	207	(2)
Nursing Practice Confirms the Research	208	(1)
Humor Strategies	209	(3)
Try Gentle Banter	209	(1)
Let Humor Take the Lead	209	(1)
Look for the Positive	210	(1)
Be Creative	210	(1)
Use Toys and Props	211	(1)
How Humor Works to Promote Positive Communication	212	(1)
Humor in Health Care Education	213	(1)
He Who Laughs, Lasts	213	(1)
Practicing Using Humor	214	(5)
Spirituality	219	(20)
A Definition of Spirituality	219	(1)
Themes of Spirituality	220	(1)
The Nurse as a Spiritual Person and Caregiver	221	(6)
Spiritual Care Begins With the Nurse	221	(1)
Spiritual Care of the Client and Family Attitude	222	(1)
Being Fully Present	222	(1)
Being Silent	223	(1)
Moments of Connection	223	(1)
Nearing Death	223	(1)
Finding Meaning	224	(3)
The Spiritual Connection	227	(2)
Practicing Spirituality	229	(10)
Part III Meeting Challenges
Confrontation	239	(13)
Different Kinds of Confrontation	239	(1)
When Confrontation Is Appropriate	240	(1)
The C.A.R.E. Confrontation	241	(2)
Examples of C.A.R.E. Confrontations	241	(2)
Confronting Clients or Colleagues	243	(3)
Situations in Which Your Client's Behavior Is Self-Destructive or Unproductive	243	(1)
Situations in Which Your Colleague's Behavior Is Self-Destructive or Unproductive	243	(1)
Situations in Which Your Client's Behavior Is Bothersome to You or Others	244	(1)
Situations in Which Your Colleague's Behavior Is Unpleasant for You or Others	245	(1)
The Magic of a Little Word	246	(1)
Confrontation Is One Part of Empowerment	246	(2)
Practicing Confrontation	248	(4)
Refusing Unreasonable Requests	252	(12)
What Are Unreasonable Requests?	252	(9)
Saying ``No'' Assertively	254	(1)
Examples of Refusing Requests Assertively	255	(3)
Saying ``No'' Effectively	258	(1)
Dare of Hold Fast to Your Principles	259	(2)
Practicing Refusing Unreasonable Requests	261	(3)
Communicating Assertively and Responsibly With Distressed Clients and Colleagues	264	(20)
Why Distressed Behavior Is a Problem for Nurses	265	(2)
Improving Your Communication Skill With Distressed Clients and Colleagues	267	(12)
Communicating With Upset Clients	268	(1)
Communicating With Upset Colleagues	269	(2)
Communicating With Clients Who Are Sad or Depressed	271	(1)
Communicating With Colleagues Who Are Sad or Depressed	272	(2)
Communicating With Clients Who Are Crying	274	(2)
Communicating With Colleagues Who Are Crying	276	(3)
Practicing Communicating Assertively and Responsibly With Distressed Clients and Colleagues	279	(5)
Critique: Choices of Responses to Distressed Clients and Colleagues	279	(5)
Communicating Assertively and Responsibly With Aggressive Clients and Colleagues	284	(24)
Why Aggressive Behavior Is Problematic for Nurses	284	(19)
Communicating Effectively With Aggressive Clients and Colleagues	285	(2)
Improving Your Communication Skill With Aggressive Clients and Colleagues	287	(1)
Communicating with Rejecting Clients	287	(2)
Communicating with Rejecting Colleagues	289	(2)
Communicating with Hostile Clients	291	(2)
Communicating with Hostile Colleagues	293	(2)
Communicating with Abusive Clients	295	(1)
Communicating with Abusive Colleagues	296	(3)
Communicating with Manipulative Clients	299	(1)
Communicating with Manipulative Colleagues	300	(2)
A Final Note	302	(1)
Practicing Communicating With Aggressive Clients and Colleagues	303	(5)
Critique: Choices of Responses to Aggressive Clients and Colleagues	303	(5)
Communicating Assertively and Responsibly With Unpopular Clients	308	(12)
Who Are the Unpopular Clients?	308	(7)
Characteristics of Unpopular Clients and Their Effects on Nurses	309	(1)
Nurses' Reactions to Unpopular Clients	310	(2)
How to Overcome Negative Attitudes and Antagonistic Behavior Toward Unpopular Clients	312	(3)
Practicing Communicating With Unpopular Clients	315	(5)
Managing Team Conflict Assertively and Responsibly	320	(23)
What Is Conflict?	320	(3)
Facts	321	(1)
Methods	321	(1)
Goals	321	(1)
Values	321	(2)
Conflict Resolution	323	(9)
Assertive and Responsible Ways to Overcome of Conflict	324	(8)
Conflict Resolution and the Nursing Profession	332	(2)
Practicing Managing Team Conflict	334	(9)
Part IV Building Confidence
Requesting Support	343	(20)
The Relationship Between Social Support and Health	344	(1)
Determining The Support You Need at Work or School	345	(4)
Making Requests for the Support You Need at Work or School	349	(8)
Making a Request for Cognitive Support	349	(2)
Making a Request for Affective Support	351	(2)
Making a Request for Physical Support	353	(3)
The Importance of Planning an Assertive Strategy for Making Requests	356	(1)
Providing Support at Work and School	357	(1)
We're All in This Together	357	(2)
Practicing Requesting Support	359	(4)
Overcoming Evaluation Anxiety	363	(16)
What Is Evaluation Anxiety?	363	(11)
Concern for Client Safety	365	(1)
Concern for Our Own Security	365	(1)
Characteristics of Evaluation Anxiety	365	(2)
How to Gain Control Over Your Evaluation Anxiety	367	(1)
Handling Job Performance Appraisals Assertively	367	(2)
Assessing the Validity and Reliability of an Employer's Appraisal System	369	(1)
Coping With the Anxiety of Written Examinations	370	(2)
Tips for Dealing With Criticism	372	(1)
Assertively Handling Difficult Situations Occurring in Nursing Student Performance Evaluations	372	(2)
Moving From Reactive to Proactive Behavior	374	(2)
Practicing Overcoming Evaluation Anxiety	376	(3)
Feedback	379	(12)
The Importance of Feedback	379	(1)
How to Give Feedback	380	(4)
Gain Permission to Give Feedback	381	(1)
Be Specific	381	(1)
Convey Your Perspective	382	(1)
Formula for Success in Giving Assertive Feedback	382	(1)
Invite Comments From the Receiver	383	(1)
Be Genuine	383	(1)
Check Out How Your Feedback Is Being Received	383	(1)
How to Receive Feedback	384	(1)
Get Focused	384	(1)
Arrange to Have Enough Time to Receive the Feedback	384	(1)
Make Sure You Understand the Feedback	384	(1)
Request Guidance on How to Change	384	(1)
Show Appreciation for the Feedback	385	(1)
Think About the Feedback You Receive	385	(1)
About Seeking Feedback	385	(3)
Be Sure You Are Ready to Receive Feedback	386	(1)
Be Specific in Your Request for Feedback	386	(1)
Feedback and Caring Communication	386	(2)
Practicing Giving and Receiving Feedback	388	(3)
Relaxation	391	(14)
The Importance of Relaxing Your Body	391	(1)
Nursing Is a Stressful Occupation	392	(1)
Meditation as a Way to Augment Your Relaxation Response	393	(1)
Guidelines for Beginning to Practice Meditation	394	(3)
Make Time to Meditate	394	(1)
Set the Climate to Meditate	395	(1)
Secure a Comfortable Position for Meditation	395	(1)
Develop a Passive Attitude	395	(1)
Select a Mental Device	395	(1)
Relax Your Body	395	(1)
Focus on Your Breathing	396	(1)
Meditate for 10 Minutes	396	(1)
Experience Your Unique Meditation	396	(1)
End Your Meditation Peacefully	397	(1)
Mindfulness Meditation	397	(1)
On-the-Spot Relaxation Exercises as a Way to Relieve Your Bodily Tension in the Face of an Interpersonal Stressor	397	(1)
Strategies for Relaxing Your Body When Your Stressor Is Immediate	398	(2)
An Unexpected Stressful Interpersonal Encounter	398	(2)
Advantages of On-the-Spot Relaxation Exercises	400	(1)
Stretching Your Body to Relaxation in Preparation for a Stressful Interpersonal Encounter	400	(3)
Practicing Relaxing	403	(2)
Imagery	405	(13)
Wht Is Imagery?	405	(10)
History of Imagery	406	(2)
Application of Imagery in Health Care	408	(1)
Implications of Imagery	409	(1)
The Relationship Between Imagery and Interpersonal Communication	409	(1)
How to Use Imagery to Improve Your Ability to Communicate	410	(5)
Practicing Using Imagery	415	(3)
Positive Self-Talk	418	(14)
What Is Self-Talk?	418	(11)
Positive Self-Talk Is Assertive and Responsible	421	(1)
The Relationship Between Self-Talk and Interpersonal Communication	422	(5)
Using Positive Self-Talk to Enhance Your Interpersonal Communication	427	(2)
Practicing Positive Self-Talk	429	(3)
Continuing the Commitment	432	(7)
Putting it All Together	432	(1)
Generative Balance	433	(2)
Creating Success	433	(1)
Finding Meaning	433	(2)
Renewing Energy	435	(1)
The Body	435	(1)
The Mind	435	(1)
The Spirit	435	(1)
Continuing Connections	435	(1)
The Commitment	436	(1)
Practicing Continuing the Commitment	437	(2)
Appendix	439