dfs approved curriculum-unit 21 unit 2 communication and interpersonal skills nurse aide i course

DFS Approved Curriculum-Unit 2 1

Unit 2

Communication AndInterpersonal Skills

Nurse Aide I Course


Communication And Interpersonal Skills

Introduction

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



Introduction(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.




Nurse aides need to be aware of nonverbal communications and need to develop skills in communicating with the sensory impaired.




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.


2.0 Demonstrate appropriate and effective communication skills.


Elements That Influence Relationships With Others

• Prejudices

• Frustrations

• Attitudes

• Life Experiences


Requirements For Successful Communications

• A message• A sender• A receiver


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.


Listening Skills

• Show interest• Hear message• Do not interrupt• Ask appropriate questions for

clarification


Listening Skills(continued)

• Be patient and help resident express feelings and concerns

• Eliminate or reduce distractions

• Understand silence can be form of communication


2.1.2 Recognize barriers to effective communication.


Barriers to Effective Communication

• Labeling• Talking too fast• Avoiding eye contact• Belittling a resident’s feelings• Physical distance


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)

• Changing the subject• False reassurance• Giving advice• Ineffective communication

–Disguised messages–Conflicting messages–Unclear meanings–Clichés


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.


Interpersonal Skills

• Determined by –Standards and values–Culture and environment–Heredity–Interests


Interpersonal Skills(continued)

• Determined by –Feelings and stress–Expectations others

have for us–Past experiences


Dealing With Resident Behavior

• Accept every resident• Listen to every resident• Comply with

reasonable requests, when possible


Dealing With Resident Behavior(continued)

• Display patience and tolerance

• Make an effort to be understanding



• 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



• Develop acceptable ways of coping with our own negative feelings–Involve yourself in physical

activity–Learn to use relaxation

techniques that ease stress



• Be sensitive to residents’ moods• Be able to handle disagreements

and criticism


Treat Residents As Unique Individuals

• Do things the residents’ way, when possible

• Anticipate their needs• Give good care• Ask for their opinions


Treat Residents As Unique Individuals(continued)

• Be able to see things from the other person’s point of view


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.


Nonverbal Communication

• Body language–Posture–Gestures–Level of activity –Facial expressions–Appearance–Touch


Verbal Communication

• Speak clearly and concisely

• Give message by tone of voice

• Face resident, at eye level, when speaking


Verbal Communication(continued)

• Avoid words having several meanings

• Present thoughts in a logical, orderly manner

• Learn to paraphrase


2.3.2 Identify proper telephone communication skills.


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(continued)

• Take messages:–name of individual calling–phone number (including area

code)–read back message for

accuracy–date and time of call


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


2.3.3 Identify actions that would facilitate communication with residents’ 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



and Visitors (continued)

• Be warm and friendly• Use talking and

listening skills you would use with resident




• Share knowledge about the unit– Visiting hours– Restrictions to visitors– Any restrictions on bringing food– Activities that include

family




• Report stressful or tiring visits to supervisor

• Refer requests for information on the resident’s condition to supervisor




• Share information from family/visitors that would affect resident care with supervisor

• Report visitor concerns or complaints to supervisor


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


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

(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


2.3.5 Identify actions that would facilitate communication with residents that 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



Decreased Vision(continued)

• Use touch and talk frequently to communicate your location

• Use descriptive words and phrases


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



Difficulty Speaking

• Encourage to use hands to point out objects

• Use communication boards/card

• Repeat what you heard to be sure you understood resident



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


2.3.7 Identify actions that would 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


2.3.8 Identify actions that would 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


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


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


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



(continued)

• Never attempt to exert power over residents

• Encourage residents to do all they can for themselves

• Be patient



(continued)

• 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



(continued)

• Gain resident’s attention and speak clearly, in a normal tone of voice

• Orient residents to reality when appropriate



(continued)

• Never assume that you aren’t heard or understood

• Never address residents as if they are children.


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


Examples using sight:• Rash• Skin color• Bruising

Methods of Observation


Examples using hearing:• Wheezing• Moans• Words spoken by resident

Methods of Observation(continued)



Examples using touch:• Lump• Temperature of skin• Change in pulse


Examples using smell:• Odor of breath• Odor of urine• Odor of body



Reporting

• Reports are made:– immediately– thoroughly– accurately

• Use notepad and pencil to write down information for reporting


2.4.1 Discuss differences between objective and subjective data.


Reporting(continued)

• Report only facts, not opinions–objective data - that observed using

senses–subjective data - that told to nurse

aide by the resident



Observe resident’s environment and report safety hazards



• When reporting, consider:– care or treatment given– time of treatment– resident’s response to care



• 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


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


Forms of Communicating

• Body language

• Reporting or communicating orally

• Written communications


Written Communications: Resident Care Plans

• Resident care plans prepared by nurse

• One for each resident• Kept at nurses’ station



(continued)

• Working record to provide consistent, well-planned care on a daily basis

• Changed and updated as needed by licensed nurse



(continued)

• Information included:–Resident’s level of

independence in ADL–Treatments–Statement of problems



(continued)

• Information included (continued):–Short-term and long-term goals–Plan to attain goals–Date plan initiated and

reevaluated



(continued)

• Nurse aides contribute by:–Helping to identify

problems–Attending care

conferences



(continued)

• Nurse aides contribute by (continued):–Directing questions about plan to

supervisor–Reporting resident response to

treatment and activities


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


Written Communications: Resident‘s Medical Record

• Includes information from all disciplines providing direct service to residents


Written Communications: Resident’s Medical Record

(continued)

• A record of:–assessments, implementations,

evaluations–management plans–progress notes

• Permanent legal 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



(continued)

• Confidential information available only to health care workers involved in care of resident


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


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”



(continued)

• Use short, concise phrases

• Always chart after care is performed

• Make sure writing legible and neat



(continued)

• Use only abbreviations accepted by facility

• Make sure spelling, grammar and punctuation are correct

• Do not record judgments or interpretations



(continued)

• Record in a logical and chronological manner

• Be descriptive• Make sure all forms added

to the chart contain identifying information



(continued)

• 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



(continued)

• Leave no lines blank• Sign each entry with first

initial, last name and title• Correct errors using

facility procedure


2.6 Document observations using appropriate terms.


Medical Terminology

• Medicine has a language of its own

–Historical development

–Composed mainly of Greek and Latin word parts

–Consistent and uniform


Medical Terminology(continued)

• Three components–Prefixes–Root words–Suffixes

• Medical dictionary–Used for reference–Spelling is important


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


Abbreviations

• Help health care workers communicate quickly and effectively

• Are shortened forms of words

• Reduce time needed to chart important information


Abbreviations(continued)

• Conserve space on medical record

• Used primarily in written communication


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

dfs approved curriculum-unit 21 unit 2 communication and interpersonal skills nurse aide i course

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