Rachel Natividad, RN, MSN, NP. Have you ever been nailed by nasty remarks from a hostile friend, family member, or stranger? Ever been bashed by comments and criticisms from colleagues? How did you react? Did you gracefully defuse the situation?. Communication. Communication defined….
Rachel Natividad, RN, MSN, NP
Have you ever been nailed by nasty remarks from a hostile friend, family member, or stranger?
Ever been bashed by comments and criticisms from colleagues?
How did you react?
Did you gracefully defuse the situation?
Increases patient satisfaction and health outcomes
Decreases risk of complaints and litigation
Increases level of job satisfaction
Language is inherently ambiguous…
Communication can be confusing!!!
Case Study: The First Encounter
A poem by….
Changing the subject
Mutual fit or congruence
Minimum verbal activity
Case Study: Cultural Diversity (2)
Assess language needs
Approach patient slowly and greet her/him respectfully
Do not raise your voice to be heard
Allow sufficient time and a quiet setting
Pay attention to nonverbals
Try to mirror pt’s style of communicating
Provide written material in patient’s language if available
Levels of Anxiety
Be alert to s/s of anxiety
Assist pt to verbalize feelings and concerns and try to ID source of anxiety
Be understanding of pt’s feelings
Avoid becoming tense or defensive
Speak slowly and briefly, avoid empty phrases that does not help the situation
Offer explanations of info if pt has misconceptions about the situation
Assess the patient’s support system
ID previously useful coping mechanisms
Rather than just defend yourself and face the same problems over and over like Wiley Coyote, say what you are really feeling!
Ask for help when you need it!