COMMUNICATION
IN NURSING
BY VICTORIA COSENTINO
WHY IS COMMUNICATION IMPORTANT IN NURSING?
HAVING GOOD COMMUNICATION SKILLS IS ESSENTIAL WHEN PROVIDING PATIENT-CENTERED
CARE AND COLLABORATING ON TEAMS WITH YOUR FELLOW NURSES AND COLLEAGUES FROM
OTHER DISCIPLINES
▸ Nurses who take the time to listen and understand the concerns of each of their patients
are better prepared to address issues as they arise, resulting in better patient outcomes.
▸ Additionally, patients who have established an open and secure dialogue with a nurse are
more likely to disclose the true extent of their symptoms
▸ Interpersonal communication skills influence the quality of decisions made, as well as the
level of patient motivation to follow treatment protocols and achieve desired clinical
outcomes.
5 EFFECTIVE
COMMUNICATI
ON SKILLS FOR
NURSES
1. VERBAL
COMMUNICATION
▸ Aim to always speak with clarity, accuracy, and
honesty.
▸ It’s important to know your audience and speak
appropriately according to the person’s age, culture,
and level of health literacy.
▸ If you are feeling stressed out or frustrated, be aware
of your tone of voice and don’t let these emotions
leak into your patient interaction.
▸ Encourage patients to communicate by asking open
questions like, “Can you tell me a bit more about
that?”
2. NONVERBAL
COMMUNICATION
USING ELEMENTS OF NONVERBAL
COMMUNICATION—SUCH AS FACIAL
EXPRESSIONS, EYE CONTACT, BODY
LANGUAGE, GESTURES, POSTURE, AND
TONE OF VOICE—IS ALSO ESSENTIAL IN
CREATING RAPPORT.
EXAMPLES:
- Show interest in what the patient is saying by maintaining eye contact and
nodding your head.
- Sit down when you can, and lean forward to show you’re engaged.
- Use nonthreatening body language that conveys openness.
- Therapeutic touch (hand on the shoulder) shows the client you are engaged
and attention is directed towards them
3. ACTIVE LISTENING
▸ “Active listening” means listening in order to understand the other person’s experience.
The highest and most effective form of listening, it requires complete attention and
engagement. This skill is important not only for clinical nurses, but also for nurse
executives as a tool for building trust and commitment with their staff. Active listening
includes both verbal and nonverbal communication skills.
▸ Nod your head, but never interrupt.
▸ Lean forward and maintain eye contact to let the person know you’re engaged.
4. WRITTEN
COMMUNICATION
▸ As a nurse, you will be responsible for creating and
updating patient records. It is critical that records are
accurate and current so your patients can receive the
best care possible. Also, remember to protect patient
confidentiality.
▸ Make notes immediately following patient care so
you do not forget anything.
▸ Write legibly and clearly, using simple language.
▸ Be sure to note accurate dates and times.
5. PATIENT EDUCATION- PATIENT
TEACH
TEACH BACK
BACK VIDEO METHOD
BY SUSAN YOUNG, INSTITUTE FOR HEALTH
IMPROVEMENT
▸ Nurses are in charge of most of the communication
between the healthcare team and patients.
▸ This includes informing patients and family members
of health conditions, diagnoses, treatment plans, and
medication protocols.
▸ This method improves patient understanding and
encourages adherence to care instructions
COMMUNICATION
THROUGHOUT THE
NURSING PROCESS
(ADPIE)
ASSESSMENT
▸ Verbal interviewing and history taking
▸ Visual and intuitive observation of nonverbal behavior
▸ Visual, tactile, and auditory data gathering during physical examination
▸ Written medical records, diagnostic tests, and literature review
NURSING DIAGNOSIS
▸ Interpersonal analysis of assessment findings
▸ Validation of health care needs and priorities via verbal discussion with patient
▸ Documentation of nursing diagnosis
PLANNING
▸ Interpersonal or small-group health care team planning sessions
▸ Interpersonal collaboration with patient and family to determine implementation methods
▸ Written documentation of expected outcomes
▸ Written or verbal referral to health care team members
IMPLEMENTATION
▸ Delegation and verbal discussion with health care team
▸ Verbal, visual, auditory, and tactile health teaching activities
▸ Provision of support via therapeutic communication techniques
▸ Contact with other health resources
▸ Written documentation of patient’s progress in medical record
EVALUATION
▸ Acquisition of verbal and nonverbal feedback
▸ Comparison of actual and expected outcomes
▸ Identification of factors affecting outcomes
▸ Modification and update of care plan
▸ Verbal and/or written explanation of care plan revisions to patient
CHALLENGING
COMMUNICATION
SITUATIONS
▸ People who are silent, withdrawn, and have difficulty
expressing feelings or needs
▸ People who are sad/depressed
▸ People who require assistance with visual or speech
disabilities (special needs)
▸ People who are confrontational/angry and cannot listen to
explanations, those who are uncooperative
▸ People who are demanding and expect others to meet their
requests
Q & A:
A NURSE IS CARING FOR A CLIENT WHO HAS TYPE 1 DIABETES
AND IS TO RECEIVE HEMODIALYSIS. THE CLIENT SAYS, “I
DON’T EVEN KNOW WHY I’M DOING THIS, THERE’S NO CURE”.
WHICH OF THE FOLLOWING STATEMENTS SHOULD HE NURSE
MAKE?
A. “LET’S TALK ABOUT WHAT YOU ARE GOING TO DO AFTER
DIALYSIS TODAY”
B. “IT SOUNDS AS THOUGH YOU’VE GIVEN UP”
C. “DIALYSIS WILL HELP YOU LIVE LONGER”
CORRECT ANSWER: B
▸ Here, the nurse is using therapeutic communication technique of restatement to encourage
the expression of feelings.
Q & A:
A NURSE IS MAKING MORNING ROUNDS WHEN A CLIENT SAYS
“I ALMOST DIED LAST NIGHT.” WHAT IS THE BEST RESPONSE
FOR THE NURSE?
A. "THAT MUST’VE BEEN FRIGHTENING. TELL ME MORE
ABOUT IT.”
B. “I’M SURE PEOPLE GET THOSE DREAMS WHEN THEY’RE
AWAY FROM HOME”
C. “WHY WOULD YOU DREAM SOMETHING LIKE THAT?”
D. “IF I WERE YOU, I’D TELL YOUR PROVIDER ABOUT THIS”
CORRECT ANSWER: A
▸ This therapeutic response directly addresses the client’s concerns. The nurse uses empathy
in responding to the client’s concerns and clarifies the client’s feelings.
REFERENCES
FAAN, P. M. R. P. P. A., FAAN, P. A. R. E. G., BSN MS, S. P. R., & CNE, H. A. R. B. M. P. (2016B).
FUNDAMENTALS OF NURSING (9TH ED.). MOSBY.
THE IMPORTANCE OF EFFECTIVE COMMUNICATION. (2020). UNIVERSITY OF ST AUGISTINE FOR HEALTH
SCIENCES. HTTPS://WWW.USA.EDU/BLOG/COMMUNICATION-IN-NURSING/
