NRSG139 Lecture Notes - Lecture 2: Active Listening, Occupational Safety And Health, Proxemics

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5 Jun 2018
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Communicating as a professional and with colleagues:
Levels of communication:
Intrapersonal
Interpersonal
Group communication
ISBAR
Group dynamics
Forms:
Verbal
Language
Non verbal
Touch
Facial expression
Posture
Gait
Gestures
Appearance
Dress/grooming
Sounds and silence
The health assessment interview
Health history is first step of patient assessment
The health assessment interview is the meeting between you and the person seeking
health care
It is a purposeful, time limited, goal directed, verbal interaction
Collects subjective data - what the person says about themselves
Communication factors
Internal factors:
Liking others
Empathy
Listening
Biases and preconceptions
External factors:
Privacy
Interruptions/time/duration
Environment
Dress
Notes and note taking
Stages of the interview process
Stage I - Joining stage or orientation phase:
Establishment of trust, building of rapport
Define relationship and set goals
Stage II - Working stage:
Bulk of the patient data is collected
Nurse’s responsibility to keep interview goal directed
Open ended and closed/direct questions
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Stage III - Termination stage:
Last stage: Summary and validation
Opportunities to give additional information and make comments or
statements
Factors affecting good communication
Effective communication
Using open ended questions
Using closed ended questions
Facilitating
Using silence
Grouping of techniques
Factors affecting communication
Listening - particularly active listening
Non-verbal communication
Distance
Personal space
Communication techniques
Listening responses - received, processed and responded to messages:
- Making observations
- Restating
- Reflecting
- Clarifying
- Interpreting
- Sequencing
- Encouraging comparisons
- Summarising
Action responses - stimulate change in thinking or behaviour
- Focusing
- Exploring
- Presenting reality
- Confronting
- Informing
- Collaborating
- Limit setting
- Normalising
Interview techniques to avoid
Problematic techniques
Requesting an explanation/justification
Probing
Offering false reassurance
Giving approval or disapproval
Defending
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Document Summary

Health history is first step of patient assessment. The health assessment interview is the meeting between you and the person seeking health care. It is a purposeful, time limited, goal directed, verbal interaction. Collects subjective data - what the person says about themselves. Stage i - joining stage or orientation phase: Bulk of the patient data is collected. Nurse"s responsibility to keep interview goal directed. Opportunities to give additional information and make comments or statements. Listening responses - received, processed and responded to messages: Action responses - stimulate change in thinking or behaviour. 30-60 minutes for full history - less for focused history. Call the person by formal name e. g. mr" or mrs adams" unless asked otherwise. Biographical data - name, dob, address etc - always re-checked source of information - next of kin (nok) Reasons for seeking health care - primary complaint = Present health - reason for seeking health care now.

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