Module 3: Communication and Interpersonal Skills

Section 1: Define Key Terminology

• Review Terms: Learn and spell terms accurately.
• Pronunciation: Ensure correct pronunciation.
• Context Use: Use terms properly.

Section 2: Maslow's Hierarchy of Needs

• Basic Psychological and Psychosocial Needs
  • Physiological: Oxygen, food, water, etc.
    • Example: Deliver meal trays, assist with feeding.
  • Safety and Security: Clothing, protection, stability.
    • Example: Respond promptly to calls.
  • Belonging: Relationships, acceptance, love.
    • Example: Encourage visits from family and friends.
  • Esteem: Respect, recognition, confidence.
    • Example: Use preferred names for patients.
  • Self-Actualization: Achievement, creativity.
    • Example: Acknowledge accomplishments.
• Value of Maslow’s Hierarchy
  • Meeting needs ensures health and well-being.
  • Helps prioritize and organize care.
  • Encourages holistic patient care.

Section 3: Unmet Human Needs and Behaviors

• Behaviors Demonstrating Unmet Needs
  • Physiological: Irritability, hunger, vital sign changes.
  • Psychosocial: Anxiety, depression, isolation.
• Responses to Unmet Needs
  • Acknowledge underlying needs.
  • Respond with patience and empathy.

Section 4: Communication and Therapeutic Communication

• Communication Types
  • Verbal: Spoken, written.
  • Non-verbal: Body language, touch.
• Therapeutic Communication
  • Promotes wellness, is goal-oriented.

Section 5: Communication Process and Methods

• Key Steps: Message, sender, receiver, interpretation.
• Methods: Verbal, non-verbal, electronic, computers.

Section 6: Communication Breakdown Causes

• Verbal Factors: Criticism, language barriers.
• Non-verbal Factors: Body language, cultural beliefs.
• Physiological Factors: Hearing/vision loss, cognitive changes.

Section 7: Effective Communication Skills

• With Patients/Families
  • Introduce and use formal names.
  • Explain tasks, be patient, use simple language.
  • Ensure confidentiality.
• Special Needs Communication
  • Language Barriers: Use interpreters.
  • Visual Impairment: Describe surroundings.
  • Hearing Impairment: Reduce noise, face patient.
  • Speech Impairment: Allow time, use aids.
  • Mental Impairment: Simple directions, reassurance.

Section 8: Conflict and Resolution

• Conflict Definition: Disagreement or controversy.
• Handling Modes: Competing, accommodating, avoiding, collaborating, compromising.
• Constructive Feedback: Engage, empathize, educate, enlist.

Section 9: Touch as Communication

• Cultural Beliefs: Touching rules, body language, personal space.

Section 10: Psychological Defense Mechanisms

• Common Mechanisms: Denial, projection, anger, rationalization, etc.

Section 11: Family Communication

• Principles: Respect family structures, maintain confidentiality.
• Facility Information: Provide necessary details to family.

Section 12: Social and Cultural Influences

• Culture: Customs, beliefs, values.
• Reactions to Illness: Stress responses, physical and emotional reactions.
• Nurse Assistant Actions: Listen, be patient, focus on patient abilities.

Section 13: Healthcare Team Communication

• Methods: Verbal, non-verbal, written, electronic.
• Legal Aspects: Document verbal reports and important statements.
• Effective Communication Rules: Identify self, ensure clarity, respect confidentiality.