Key Concepts, Chapter 20, Communicator

Communication is the process of exchanging information and generating and transmitting

meanings between two or more people.

The components of the communication process include a stimulus, a source, the message,

the channel of communication, a receiver, and feedback.

Messages can be sent and received through verbal and nonverbal communication

techniques.

Verbal communication depends on language, while nonverbal communication involves

body language.

The challenges of using social media to communicate include protecting patient privacy

and confidentiality and preventing unintended consequences for the nurse and the

employer.

The four levels of communication include intrapersonal communication, interpersonal

communication, small-group communication, and organized communication.

Factors influencing communication include level of development; gender; sociocultural

differences; roles and responsibilities; space and territoriality; physical, mental and

emotional state; and environment.

Assessment involves gathering information in both verbal and nonverbal forms.

The SBAR technique (Situation, Background, Assessment, and Recommendations) is one

format for hand-off communication used in health care.

A helping relationship exists among people who provide and receive assistance in

meeting human needs.

 A helping relationship has three phases: the orientation phase, the working phase, and the

termination phase.

When developing therapeutic communication skills, nurses should develop listening

skills; use silence, touch, and humor appropriately; and improve interviewing techniques.

The failure to verbalize clearly and compassionately blocks effective communication.

Disruptive behavior has a negative effect on clinical outcomes, patient safety, and

interpersonal communication.

Bullying, horizontal violence, lateral violence, and professional incivility are all forms of

disruptive behavior.