Question

3. An effective communication process requires you to understand and apply various elements and related skills such as active learning, negotiation and interpersonal skills.

3.1)   Identify and describe 2 (two) interviewing techniques you could use when interacting with a patient.

3.2)   Describe 3 (three) non-verbal and 3 (three) verbal signs of active listening (in 30-50 words each).

3.3)   Identify and describe 3 (three) strategies you could implement in resolving a conflict.

3.4)   Provide 5 (five) examples of interpersonal skills you should demonstrate when communicating in a nursing environment.

3.5)   Describe the steps you should follow when negotiating solutions to ensure that the process runs as smoothly as possible (Hint: four central guidelines to the principled negotiation approach) (in 70-90 words).

3.6)   Identify and describe 3 (three) approaches you could implement to improve group dynamics in your work setting.

3.7)   Briefly describe the most reliable and preferred interpreting method in a healthcare setting from face-to-face, video and telephone interpreting. Provide a rationale for your response (in 50-70 words).

Answer 1

Answers:

3.1) a. open-ended question: Asking open-ended questions when interviewing the patient makes it easy to understand the situation and make them provide more appropriate answers. It increases the communication between the patient and the nurse.

b. Comfortable environment: Providing an optimum environment of privacy, quiet, adequate lighting, establishes comfort to the patient to discuss about their condition. A comfortable environment is essential for the therapeutic communication.

3.2) Non-verbal signs of active listening:

Nodding of the head: patient nodding of head denotes the patient is active listening and agrees with the speech. The patient has received the message exactly what you have informed. It is one of the powerful signs of active listening.

Eye contact: Maintaining eye contact throughout the conversation is very important for any communication. It will encourage both the speaker and the listener. The listener will actively involved in communication.

Posture: Posture denotes the interpersonal interaction of the listener. A good posture shows that the listener is active and bending down, the slight slant of the head, holding the chin with one hand describes the patient is not interested.

Verbal signs of active listening:

Questioning: Asking a relevant question to the topic to clarify the doubts will show the listener is active listening and want to be clear in the statement. It will build interest in conveying more information to the listener.

Positive reinforcement: Using of some words like yes, No, Good, Indeed will improve the attentiveness of the speaker towards the listener. Using phrases in the middle of the conversation indicates that the patient is listening actively.

Remembering: Remembering some of the keywords and using again in the conversation indicates active listening. For example, Remembering of name, past conversation, and concepts establish trust in the patient.

3.3) Strategies to implement in resolving conflict:

• Plan priorly with proper time and place to avoid interruptions which will resolve most of the conflicts.
• Ready to agree on positive things at some point to continue the relationship.
• Ready to forgive the person with a clear solution to avoid conflict at any situation.

3.4) Examples of interpersonal skills in the nursing environment:

• Listening: A nurse with good listening skills will able to relate the patient information and to fulfill their needs.
• Communication: A nurse should able to communicate clearly either orally or written. She can able to convey accurately during emergency periods to follow orders.
• Patience: The nurse should should remain calm even when the patient is demanding of needs. She should not show any negative attitude at any cost.
• Stress manager: The nurse workplaces make a stressful environment that should not be reflected in patients at any cost. The nurse should able to cope up with stressful situations and to balance it.
• Problem-solving: The nurse should able to solve the problem within their surrounding environment. The nurse should take necessary action in resolving of problems.