Handout #2: Therapeutic Communication

  1. Objective #14: Discriminate between hearing & listening
  2. More complex: ______
  3. Hearing: ______sound
  4. Listening: process that involves ______, ______, ______and ______to verbal messages.
  5. Listening challenges
  6. ______: internal & external
  7. ______out the message
  8. Rush to ______
  9. ______hearing
  10. Active listening
  11. ______
  12. ______contact, ______distractions, ______& observe
  13. ______
  14. ______language
  15. ______
  16. Paraphrase, ______
  17. Most important type of question: ______
  18. Defer ______
  19. Don’t ______
  20. ______: the process of remaining ______
  21. ______
  22. Course objective #15: Relate how therapeutic communication differs from social communication.

Therapeutic / Social
Who
Focus
Structure / Directed by the
Confidentiality
Client / Professional
Information
  1. Course objective #16: Define & describe the important of each of the following: readiness skills, attending skills, active listening skills, reflecting skills
  2. Readiness
  3. Establish therapeutic ______
  4. Choose a ______setting
  5. Attending
  6. 90% ______
  7. “You are ______it me”
  8. 4 Basic components
  9. ______

1)DO: Make ______contact ; Be ______aware; ______at the pt. frequently

2)DO NOT: ______

  1. ______

1)DO: ______

2)DO NOT: ______, ______

3)______the distance between 2+ people

  1. Intimate: ______
  2. Personal: ______
  3. Social:______
  4. Public: ______
  1. ______
  2. ______(encouraging)

1)Verbal: ______

2)Non-verbal: ______

  1. Active listening
  2. Verbal ______(Echoing)
  3. Finding a ______or two, towards the ______of the senders ______that you can use to ______more clarification or discussion.
  4. “My girlfriend is great with my son. She has really been a life-saver to both of us.”
  5. Echoing evaluation
  6. How accurately did you repeat your partner's words verbatim?
  7. How did you choose which words to repeat?
  8. What effect did verbal following have on the intensity and quality of your listening compared to silent listening or using minimal encouragers?
  9. What effect did verbal following have on how your partner disclosed information to you?
  10. At what point did you exceed your comfort level with verbal following?
  11. When might verbal following be a useful strategy with a client?
  12. What did you find easy about this activity?
  13. What did you find challenging?
  14. What do you need to work on improving with respect to verbal following?
  15. Reflecting / ______
  16. ______before you speak!
  17. Reflecting (______) statements
  18. ______communication
  19. Purpose

1)Convey ______, Build ______

2)Helps pt. ______information & express ______

  1. Rules

1)Only ______client; don’t ______

2)Listen for the ______

3)Reflect the ______& ______

  1. Practice

1)Depressed Patient: “I feel like just sleeping or doing nothing but I can’t sleep at night though. It’s ridiculous. Maybe it’s because I worry too much”

2)Child: “I went to my grandma’s and she wasn’t home”.

3)Patient: “ I hate being in this hospital”

4)Patient: ”I don’t want any students looking in my chart”

  1. Activity

adventurous / confused / guilty / mellow / skeptical
afraid / delighted / happy / misunderstood / startled
alert / depressed / hopeful / nervous / stupid
amazed / desperate / hopeless / nostalgic / sure
ambivalent / disappointed / hurt / numb / surprised
angry / disgusted / ignored / optimistic / tense
annoyed / easygoing / impatient / overwhelmed / tired
astonished / ecstatic / inadequate / patient / uncertain
belligerent / edgy / indifferent / peaceful / uncomfortable
bold / embarrassed / inspired / perplexed / unsure
burned out / exasperated / intimidated / pessimistic / vigilant
calm / excited / intrigued / positive / weary
capable / exhausted / irate / pressured / wistful
cautious / failure / irritated / proud / wonderful
challenged / fantastic / jealous / relieved / worried
comfortable / foolish / joyful / resentful
concerned / frenzied / lonely / resourceful
confident / frustrated / lost / restless
confined / funny / mad / sad
conflicted / gloomy / melancholy / scattered
  1. Activity Evaluation

1)How accurately did you identify the feelings communicated by your partner?

2)If a mismatch occurred between the feeling you perceived and the one your partner conveyed, what might account for the mismatch?

3)Which cues from your partner did you tend to use the most in helping you identify the feelings?

4)Which cues did you tend to use the least?

5)What did you find easy & what did you find challenging about this activity?

6)What do you need to work on improving with respect to perceiving and reflecting feelings?

  1. ______(Reflecting of ______)
  2. Use your ______words
  3. Help ______inconsistencies
  4. ______checking
  5. Prevents ______& ______
  6. Goal ______understanding
  7. Procedure

1)______: ______

2)Interpretation: Provide ______

3)Request ______

  1. Course objective #17 Explain the concept of therapeutic self
  2. Use of self - _____ therapeutic ______
  3. 3 Interventions of psychotherapeutic management
  4. Therapeutic ______
  5. Psycho ______
  6. ______management
  7. Objectivity: Undistorted by ______or personal ______
  8. Empathy: “Ability to ______& ______the patients ______and point of view ______”

EMPATHY / SYMPATHY
Accurately / Shares
Shared
Taking on other
Emotionally / Emotionally
  1. Describe and give examples of each of the following communication techniques and where they are commonly used in the nursing process.
  2. Giving information: Making available ______the patient needs
  3. Skill: ______
  4. Example: ______
  5. Giving recognition: Acknowledging, indication ______
  6. Better than a ______
  7. Skill: ______
  8. Example: ______
  9. Showing acceptance: Giving indication of ______
  10. Skill: ______
  11. Example: ______
  12. Offering of self: Making one’s self ______
  13. Types
  14. ______
  15. ______
  16. ______
  17. Example: ______
  18. Making observations: ______what is ______
  19. Skill: ______
  20. Example: ______
  21. General leads: Encouragement to ______
  22. Rule: ______
  23. Example: ______
  24. Broad openings: Allows the patient to take the ______in ______a topic
  25. ______
  26. Skill: ______
  27. Example: ______
  28. ______-ended questions: ______be answered with 1-2 words
  29. Encouraging descriptions of perceptions: Asking ______to ______what he perceives
  30. Helpful with ______
  31. Example:______
  32. Clarification: Seeking information to ______
  33. Examples: ______
  34. ______
  35. Avoid ______
  36. Helps pt. become more ______of their ______
  37. Reflecting: Directing back to the pt______, feelings & ideas
  38. Helpful: ______
  39. Restating: ______
  40. Repeating the ______
  41. Example:
  42. Exploring: ______further into a ______or idea
  43. Helpful: Patients who remain on a ______level of communication
  44. If a patient chooses not to delve  ______
  45. Expanding ______
  46. Examples: ______
  47. Verbalizing the implied: ______what the patient has ______at or suggested
  48. Rules
  49. Make less ______
  50. Be ______
  51. Express only what is ______
  52. Helpful: ______or ______verbal communication
  53. Encouraging comparison: Asking that ______& ______be noted
  54. Example
  55. Translating into feelings: ______
  56. Find ______in the ______meaning
  57. Example: ______
  58. Sequencing
  59. Placing ______in sequence of______
  60. ______
  61. Gives ______
  62. Example: ______
  63. Stating reality: Offering consideration that which is ______
  64. Patient ______
  65. Nurse: Defines ______or perception
  66. Example: ______
  67. Voicing doubt: Expressing ______as to the ______of the patients perceptions
  68. Careful: ______
  69. Benefit: ______
  70. Examples: ______
  71. Focusing: Concentration on a ______point (______/ ______)
  72. Helpful: ______
  73. Example: ______
  74. Silence: ______of verbal communication
  75. Encourages: ______
  76. ______pace
  77. Give ______
  78. Silence is Golden: Multiple ______valuable ______
  79. Activity evaluation
  80. Estimate how long you listened silently before you became uncomfortable.
  81. Once you found yourself becoming uncomfortable, what did you do? What went through your mind?
  82. What effect did your silence have on how your partner disclosed information to you?
  83. How did you know your partner was finished talking before you asked a question or made a comment?
  84. Estimate your tolerance level for keeping silent (high, pretty good, fair, poor, none)
  85. What factors do you think affect your tolerance level for listening silently?
  86. What can you do to improve your tolerance for silent listening?
  87. Course Objective #19: Recognize and list non-therapeutic interventions
  88. Red flag words:
  89. ______
  90. ______
  91. ______
  92. ______
  93. ______
  94. ______
  95. ______
  96. Belittling, ______, mocking, ______
  97. Patient feels ______, ______validity of their feelings
  98. Examples: ______
  99. Giving ______responses
  100. Examples: ______
  101. Challenging: Demanding ______
  102. Examples: ______
  103. ______: Opposing the patients ideas
  104. Examples: ______
  105. Be non-______
  106. Word, ______& ______language
  107. ______: statement that show you believe the person is correct
  108. Examples: ______
  109. Results:
  110. Shuts ______
  111. Places value ______on behavior
  112. ______assume responsibility
  113. ______/ Justification: Counter replay to a verbal ______
  114. Nurse = ______
  115. Patient = intimidated & ______
  116. Examples: ______
  117. ______responses: ______
  118. Superficial
  119. Examples: ______
  120. Giving ______reassurance: Without ______
  121. AKA: ______
  122. Examples: ______
  123. Giving ______: Telling the patient ______
  124. ______
  125. ______
  126. Patient ______
  127. Examples: ______
  128. ______the subject: Introducing a ______topic
  129. Examples: ______
  130. Asking ______- ending questions: Questions with ______word answers
  131. Asking ______questions: Requesting an ______
  132. Put them on the ______
  133. ______: Seeking info beyond what is necessary
  134. Course objective #20: Recognize communication deficits in clients and teach appropriate social skills.
  135. Use ______words
  136. ______messages = ______
  137. ______messages = ______
  138. ______- ______- disrespect
  139. Guidelines for CONSTRUCTIVE feedback
  140. ______
  141. ______
  142. Be ______
  143. Explain ______
  144. Avoid ______
  145. Evaluate ______, not the performer
  146. Use ______knowledge
  147. ______on how to ______it happening again
  148. Giving Praise
  149. Be ______
  150. ______
  151. ______
  152. Area of ______
  153. Be ______
  154. “Touching” in therapeutic relationship
  155. What are the advantages of touching
  156. What are the disadvantages of touching
  157. When and where is it appropriate?
  158. When and where is it NOT appropriate?

Handout 210/18/20181