Nursing 134
Final Exam Study Material
1. Communication
a. List blocks to communication (verbal) and (nonverbal)
Nontherapeutic Questions/Comments
• Clichés (“Everything will be alright,” “Don’t worry. You will be fine in another
day or two”)
• Yes or No questions-unless seeking specific information.
• (“Why” or “How” Questions should be asked instead).
• Why is this a block to communication? Because it cuts off the discussion,
even when the patient might wish to continue.
• Probing Questions-questions that obviously probe for information is
what should be considered
• Letting the patient take the lead would be the correct approach.
• Leading Questions- proposes the answer that the patient should have or that the
nurse wants to hear.
• Intimidation
• Boosts dishonest response.
• Giving advice
• Judgmental comments/tone
Changing the Subject
False Reassurance- may show lack of interest
Clichés (ex. “I’m sure everything will be fine and you have nothing to worry about.”
Failing to address the patient’s concern
Scolding
Confidentiality/Privacy Breach
Disruptive behavior
• Gossip
• Bullying
• Horizontal violence-bullying or aggressive behavior between employees.
• Nurse to nurse
1
, • Lateral Violence-bullying or aggressive behavior by a colleague in a
higher position directed at a subordinate or colleague in a lower level
position
• Nurse to CNA; Nurse Manager to Nurse
• Bullying between Nurse and physician
b. Describe therapeutic communication?
Necessary Nurse Traits
1. Warm and Friendly
2. Open and Respectful
3. Empathy vs. sympathy
4. Honesty, authenticity, and trust
5. Caring
6. Competence
Building Rapport
• Identify a specific objective
• Provide a comfortable environment
• Promote Privacy and confidentiality
• Be patient focused vs. task-focused
• Thorough observations and assessment
• Pacing
Conversation Skills
1. Tone
2. Accuracy and clarity
3. Flexibility and Openness
4. Semantics
5. Honesty
6. Use your opportunities
Listening Skills
1. Posture and body language
2. Pay attention
3. Natural conversation
4. Timing
5. Nonverbal Communication
6. Check attitude
2
Final Exam Study Material
1. Communication
a. List blocks to communication (verbal) and (nonverbal)
Nontherapeutic Questions/Comments
• Clichés (“Everything will be alright,” “Don’t worry. You will be fine in another
day or two”)
• Yes or No questions-unless seeking specific information.
• (“Why” or “How” Questions should be asked instead).
• Why is this a block to communication? Because it cuts off the discussion,
even when the patient might wish to continue.
• Probing Questions-questions that obviously probe for information is
what should be considered
• Letting the patient take the lead would be the correct approach.
• Leading Questions- proposes the answer that the patient should have or that the
nurse wants to hear.
• Intimidation
• Boosts dishonest response.
• Giving advice
• Judgmental comments/tone
Changing the Subject
False Reassurance- may show lack of interest
Clichés (ex. “I’m sure everything will be fine and you have nothing to worry about.”
Failing to address the patient’s concern
Scolding
Confidentiality/Privacy Breach
Disruptive behavior
• Gossip
• Bullying
• Horizontal violence-bullying or aggressive behavior between employees.
• Nurse to nurse
1
, • Lateral Violence-bullying or aggressive behavior by a colleague in a
higher position directed at a subordinate or colleague in a lower level
position
• Nurse to CNA; Nurse Manager to Nurse
• Bullying between Nurse and physician
b. Describe therapeutic communication?
Necessary Nurse Traits
1. Warm and Friendly
2. Open and Respectful
3. Empathy vs. sympathy
4. Honesty, authenticity, and trust
5. Caring
6. Competence
Building Rapport
• Identify a specific objective
• Provide a comfortable environment
• Promote Privacy and confidentiality
• Be patient focused vs. task-focused
• Thorough observations and assessment
• Pacing
Conversation Skills
1. Tone
2. Accuracy and clarity
3. Flexibility and Openness
4. Semantics
5. Honesty
6. Use your opportunities
Listening Skills
1. Posture and body language
2. Pay attention
3. Natural conversation
4. Timing
5. Nonverbal Communication
6. Check attitude
2
