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Unit 2 Communication And Interpersonal Skills. Nurse Aide I Course. Communication And Interpersonal Skills Introduction. Nurse aides communicate with residents, families, visitors and co-workers. . Communication And Interpersonal Skills Introduction (continued).

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unit 2 communication and interpersonal skills

Unit 2Communication AndInterpersonal Skills

Nurse Aide I Course

DHSR Approved Curriculum-Unit 2

communication and interpersonal skills introduction
Communication And Interpersonal SkillsIntroduction

Nurse aides communicate with residents, families, visitors and co-workers.

DHSR Approved Curriculum-Unit 2

communication and interpersonal skills introduction continued
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.

DHSR Approved Curriculum-Unit 2

communication and interpersonal skills introduction continued4
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.

DHSR Approved Curriculum-Unit 2

communication and interpersonal skills introduction continued5
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.

DHSR Approved Curriculum-Unit 2

slide6

Communication

Skills

DHSR Approved Curriculum-Unit 2

slide7

Objectives

2.0 Demonstrate appropriate and effective communication skills.

DHSR Approved Curriculum-Unit 2

elements that influence relationships with others
Elements That Influence Relationships With Others
  • Prejudices
  • Frustrations
  • Attitudes
  • Life Experiences

DHSR Approved Curriculum-Unit 2

requirements for successful communications
Requirements For Successful Communications
  • A message
  • A sender
  • A receiver

DHSR Approved Curriculum-Unit 2

slide10

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.

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

slide13

Objectives

2.1.2 Recognize barriers to effective communication.

DHSR Approved Curriculum-Unit 2

barriers to effective communication
Labeling

Talking too fast

Avoiding eye contact

Belittling a resident’s feelings

Physical distance

Barriers to Effective Communication

DHSR Approved Curriculum-Unit 2

barriers to effective communication continued
Mental or sensory impairment on the part of the resident such as:

Confusion

Blindness

Aphasia

Hearing impairment

Barriers to Effective Communication(continued)

DHSR Approved Curriculum-Unit 2

barriers to effective communication continued16
Barriers to Effective Communication(continued)
  • Changing the subject
  • False reassurance
  • Giving advice
  • Ineffective communication
    • Disguised messages
    • Conflicting messages
    • Unclear meanings
    • Clichés

DHSR Approved Curriculum-Unit 2

slide17

Interpersonal

Skills

DHSR Approved Curriculum-Unit 2

slide18

Objectives

2.2 Explain how the nurse aide will need to modify his or her behavior in response to the resident’s behavior.

2.2.1 Define the terms sympathy, empathy and tact.

DHSR Approved Curriculum-Unit 2

interpersonal skills
Determined by

Standards and values

Culture and environment

Heredity

Interests

Interpersonal Skills

DHSR Approved Curriculum-Unit 2

interpersonal skills continued
Determined by

Feelings and stress

Expectations others have for us

Past experiences

Interpersonal Skills(continued)

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

dealing with resident behavior continued
Dealing With Resident Behavior(continued)
  • Display patience and tolerance
  • Make an effort to be understanding

DHSR Approved Curriculum-Unit 2

dealing with resident behavior continued23
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

DHSR Approved Curriculum-Unit 2

dealing with resident behavior continued24
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

DHSR Approved Curriculum-Unit 2

dealing with resident behavior continued25
Dealing With Resident Behavior(continued)
  • Be sensitive to residents’ moods
  • Be able to handle disagreements and criticism

DHSR Approved Curriculum-Unit 2

treat residents as unique individuals
Treat Residents As Unique Individuals
  • Do things the residents’ way, when possible
  • Anticipate their needs
  • Give good care
  • Ask for their opinions

DHSR Approved Curriculum-Unit 2

treat residents as unique individuals continued
Treat Residents As Unique Individuals(continued)
  • Be able to see things from the other person’s point of view

DHSR Approved Curriculum-Unit 2

slide28

Communicating

With

Residents and Families

DHSR Approved Curriculum-Unit 2

slide29

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.

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

slide33

Objective

2.3.2 Identify proper telephone communication skills.

DHSR Approved Curriculum-Unit 2

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

Telephone Communication Skills

DHSR Approved Curriculum-Unit 2

telephone communication skills continued
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

DHSR Approved Curriculum-Unit 2

telephone communication skills continued36
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

DHSR Approved Curriculum-Unit 2

slide37

Objective

2.3.3 Identify actions that would facilitate communication with residents’ family and visitors

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with the resident s family and visitors
Actions to Facilitate Communication with the Resident’s 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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with the resident s family and visitors continued
Actions to Facilitate Communication with the Resident’s Familyand Visitors (continued)
  • Be warm and friendly
  • Use talking and listening skills you would use with resident

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with the resident s family and visitors continued40
Actions to Facilitate Communication with the Resident’s Familyand Visitors(continued)
  • Share knowledge about the unit
  • Visiting hours
  • Restrictions to visitors
  • Any restrictions on bringing food
  • Activities that include family

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with the resident s family and visitors continued41
Actions to Facilitate Communication with the Resident’s Familyand Visitors(continued)
  • Report stressful or tiring visits to supervisor
  • Refer requests for information on the resident’s condition to supervisor

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with the resident s family and visitors continued42
Actions to Facilitate Communication with the Resident’s Familyand Visitors(continued)
  • Share information from family/visitors that would affect resident care with supervisor
  • Report visitor concerns or complaints to supervisor

DHSR Approved Curriculum-Unit 2

slide43

Objective

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

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication with Hearing Impaired Residents

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication with Hearing Impaired Residents(continued)

DHSR Approved Curriculum-Unit 2

slide46

Objective

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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with residents who have decreased vision
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

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication with Residents Who Have Decreased Vision(continued)

DHSR Approved Curriculum-Unit 2

slide49

Objective

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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with residents who have difficulty speaking
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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with residents who have difficulty speaking continued
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

DHSR Approved Curriculum-Unit 2

slide52

Objective

2.3.7 Identify actions that would facilitate communication with depressed residents.

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication with Depressed Residents

DHSR Approved Curriculum-Unit 2

slide54

Objective

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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with residents with memory loss
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

DHSR Approved Curriculum-Unit 2

actions to facilitate communication with residents with memory loss continued
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

DHSR Approved Curriculum-Unit 2

slide57

Objective

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

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication Based on Stage of Development

DHSR Approved Curriculum-Unit 2

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

Actions to Facilitate Communication Based on Stage of Development(continued)

DHSR Approved Curriculum-Unit 2

actions to facilitate communication based on stage of development continued60
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

Actions to Facilitate Communication Based on Stage of Development(continued)

DHSR Approved Curriculum-Unit 2

actions to facilitate communication based on stage of development continued61
Actions to Facilitate Communication Based on Stage of Development(continued)
  • Gain resident’s attention and speak clearly, in a normal tone of voice
  • Orient residents to reality when appropriate

DHSR Approved Curriculum-Unit 2

actions to facilitate communication based on stage of development continued62
Actions to Facilitate Communication Based on Stage of Development(continued)
  • Never assume that you aren’t heard or understood
  • Never address residents as if they are children.

DHSR Approved Curriculum-Unit 2

slide63

Observation

And

Reporting

DHSR Approved Curriculum-Unit 2

slide64

Objectives

2.4 Observe by using the senses to report resident behavior to the nurse.

DHSR Approved Curriculum-Unit 2

methods of observation
Methods of Observation
  • Examples using sight:
  • Rash
  • Skin color
  • Bruising

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

methods of observation continued67
Methods of Observation(continued)
  • Examples using touch:
  • Lump
  • Temperature of skin
  • Change in pulse

DHSR Approved Curriculum-Unit 2

methods of observation continued68
Methods of Observation(continued)
  • Examples using smell:
  • Odor of breath
  • Odor of urine
  • Odor of body

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

slide70

Objective

2.4.1 Discuss differences between objective and subjective data.

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

reporting continued72
Reporting(continued)

Observe resident’s environment and report safety hazards

DHSR Approved Curriculum-Unit 2

reporting continued73
Reporting(continued)
  • When reporting, consider:
    • care or treatment given
    • time of treatment
    • resident’s response to care

DHSR Approved Curriculum-Unit 2

reporting continued74
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

DHSR Approved Curriculum-Unit 2

slide75

Communicating

With Other

Staff Members

DHSR Approved Curriculum-Unit 2

slide76

Objective

2.5 Identify the ways in which the nurse aide communicates with other staff members.

DHSR Approved Curriculum-Unit 2

forms of communicating
Reporting or communicating orallyForms of Communicating
  • Body language
  • Written communications

DHSR Approved Curriculum-Unit 2

written communications resident care plans
Written Communications: Resident Care Plans
  • Resident care plans prepared by nurse
  • One for each resident
  • Kept at nurses’ station

DHSR Approved Curriculum-Unit 2

written communications resident care plans continued
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

DHSR Approved Curriculum-Unit 2

written communications resident care plans continued80
Written Communications: Resident Care Plans(continued)
  • Information included:
    • Resident’s level of independence in ADL
    • Treatments
    • Statement of problems

DHSR Approved Curriculum-Unit 2

written communications resident care plans continued81
Written Communications: Resident Care Plans(continued)
  • Information included (continued):
    • Short-term and long-term goals
    • Plan to attain goals
    • Date plan initiated and reevaluated

DHSR Approved Curriculum-Unit 2

written communications resident care plans continued82
Written Communications: Resident Care Plans(continued)
  • Nurse aides contribute by:
    • Helping to identify problems
    • Attending care conferences

DHSR Approved Curriculum-Unit 2

written communications resident care plans continued83
Written Communications: Resident Care Plans(continued)
  • Nurse aides contribute by (continued):
    • Directing questions about plan to supervisor
    • Reporting resident response to treatment and activities

DHSR Approved Curriculum-Unit 2

slide84

Objective

2.5.1 Recognize the importance of maintaining the resident’s medical record.

DHSR Approved Curriculum-Unit 2

written communications resident s medical record

Medical

Record

Written Communications: Resident‘s Medical Record
  • Includes information from all disciplines providing direct service to residents

DHSR Approved Curriculum-Unit 2

written communications resident s medical record continued

Medical

Record

Written Communications: Resident’s Medical Record(continued)
  • A record of:
    • assessments, implementations, evaluations
    • management plans
    • progress notes
  • Permanent legal record

DHSR Approved Curriculum-Unit 2

written communications resident s medical record continued87
Written Communications: Resident’s 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

DHSR Approved Curriculum-Unit 2

written communications resident s medical record continued88

Medical

Record

Written Communications: Resident’s Medical Record(continued)
  • Confidential information available only to health care workers involved in care of resident

DHSR Approved Curriculum-Unit 2

slide89

Objective

2.5.2 Review guidelines for charting in the resident’s medical record.

DHSR Approved Curriculum-Unit 2

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”

Guidelines For Charting If Allowed By Facility

DHSR Approved Curriculum-Unit 2

guidelines for charting if allowed by facility continued
Use short, concise phrases

Always chart after care is performed

Make sure writing legible and neat

Guidelines For Charting If Allowed By Facility(continued)

DHSR Approved Curriculum-Unit 2

guidelines for charting if allowed by facility continued92
Use only abbreviations accepted by facility

Make sure spelling, grammar and punctuation are correct

Do not record judgments or interpretations

Guidelines For Charting If Allowed By Facility(continued)

DHSR Approved Curriculum-Unit 2

guidelines for charting if allowed by facility continued93
Record in a logical and chronological manner

Be descriptive

Make sure all forms added to the chart contain identifying information

Guidelines For Charting If Allowed By Facility(continued)

DHSR Approved Curriculum-Unit 2

guidelines for charting if allowed by facility continued94
Avoid using words that have more than one meaning

Use resident’s exact words in quotation marks whenever possible

Always indicate the time of care

Guidelines For Charting If Allowed By Facility(continued)

DHSR Approved Curriculum-Unit 2

guidelines for charting if allowed by facility continued95
Leave no lines blank

Sign each entry with first initial, last name and title

Correct errors using facility procedure

Guidelines For Charting If Allowed By Facility(continued)

DHSR Approved Curriculum-Unit 2

slide96

Medical

Terminology

DHSR Approved Curriculum-Unit 2

slide97

Objective

2.6 Document observations using appropriate terms.

DHSR Approved Curriculum-Unit 2

medical terminology
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

DHSR Approved Curriculum-Unit 2

medical terminology continued
Medical Terminology(continued)
  • Three components
    • Prefixes
    • Root words
    • Suffixes
  • Medical dictionary
    • Used for reference
    • Spelling is important

DHSR Approved Curriculum-Unit 2

slide100

Abbreviations

DHSR Approved Curriculum-Unit 2

slide101

Objective

2.7 Recognize abbreviations used in documenting by the health care facility.

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

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

DHSR Approved Curriculum-Unit 2

slide104

Demonstration

and

Return

Demonstration

DHSR Approved Curriculum-Unit 2

slide105

Objective

2.8 Demonstrate the ability to document accurate information following proper charting practices.

DHSR Approved Curriculum-Unit 2

slide106

THE

END

DHSR Approved Curriculum-Unit 2