Materi Communication Skills
Materi Communication Skills
Materi Communication Skills
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Communication Skills
Effective communication has many aspects. It is, for example, respectful, assertive,
empathetic, clear, attentive, honest and non-judgmental.
The power of creative and effective nursing care is strengthened by good communication skills.
Patients share their stories, symptoms, and concerns by talking with us. Both the spoken word and
the body language convey information about the patient’s experience.
Your words can do so much: put a patient at ease, set up a productive relationship, and carry out
interventions. There is no other skill that is used more in nursing than communication. (Sheldon 2004,
p. 132)
A person’s tone of voice will affect the way they interpret information. Interpreting
tone of voice is complex, differing in different cultures.
Example: 'Good morning':
Activity
Listen to these examples of a patient replying when you bid them ‘Good morning’
while on your rounds.
What can you tell about their answer from their tone of voice?
(Hold down the left mouse button on each speaker icon to listen)
Activity
You are asking a colleague their opinion on some tests that have come back for one
of the patients.
What do you think the people in the photos below are indicating with their body
language?
‘Hello Mr/Ms ____. My name is ____ and I’ll be looking after you today.’
‘Hello Mr/Ms ____. My name is ____ and I’ll be taking care of you today.’
‘Good morning. My name is ____. I am a nursing student and I’ll be looking after you
today.’
‘Good morning. My name is ____. I’ll be the nursing student looking after you today.
What may I call you?’
‘Can you tell me why you are here today, Mr/Ms ____?’
‘I’ve just got one or two questions to ask you, Mr/Ms ____ – it won’t take long. Is that
OK?’
To conclude a conversation:
I need to go now
talking to me
telling me that
your help
everything
soon
in a minute
in a while
soon
next week
again
next shift
in a minute
‘Take care’
‘Bye / Goodbye’
Example 1:
Nurse Susan Johnston is meeting her patient Ms Anne Watson (52) for the first
time. Ms Watson has injured her back.
Nurse: Good afternoon, Ms Watson. My name is Susan and I’ll be looking after you
this afternoon.
Patient: Not so good actually, Susan. I had a bad night’s sleep and my back is really
aching.
Nurse: I’m very sorry to hear that, Anne. Let me take your obs and then I’ll see if I
can do anything about your sore back.
(later)
Nurse: There you go, Anne. I hope you’re feeling more comfortable now.
Example 2:
Nurse Michael Roberts is meeting his patient Gladys Fopp (87) for the first
time. She has just had a hip replacement.
Nurse: Good morning Ms Fopp. I’m Michael and I’ll be taking care of you today. How
are you this morning?
Patient: Good morning nurse. I’m sorry but you have got my name wrong. I
am Miss Fopp, not Ms Fopp.
Nurse: Oh, I beg your pardon, Miss Fopp. I’m very sorry about that! I would like to do
your observations now. Would that be alright?
Patient: Very well, nurse. My doctor says I’m doing pretty well for an old girl, but I’m
afraid, after this accident, I won’t be going far in a hurry!
(later)
Nurse: Well, Miss Fopp, you are making great progress. Your observations look very
good. Your doctor was right!
Nurse: I need to see some of my other patients now, but, if you need anything, just
press this bell, and I will come as quickly as I can.