Professional communication 4 simulation

1. Professional Communication 4 – Simulation
1.) Active Listening
 Paraphrasing:letsclienttake the lead
Eg. “Sounds like beingontime isimportanttoyou.”
 Clarifieswithopen&close endedquestions
- Use of What, When,Who,Where and How
- Answerable byyesorno.Eg. “Do you wantthe lightlefton?”
- Identifyunderlyingconcern.Eg.“Are you saying that youthinkthe same thingmighthappento
you?”
 Uses empathy
Eg. “I wonder if you’re feeling…?or“Sounds like you mightbe feelingembarrassedbecause of the
comment.”
 Summarizing
Eg. “So let me go back. At the outsetwe talkedaboutyou attendingadiabeticteachingprogram,
seeingyourphysicianandjoiningasupportgroup.You feel readytogo home butstill needtomeet
the home care nurse. Have I got that right?”
 SOLER (square,open,leaningforward,eyecontact andrelaxed)
 Avoidgivingadvice;listensinsteadandinvolvesclientin‘problem’ solving
Eg. “So what are your plans..? or “Whatdo you intendto do now?”
 Skillfulengagementasevidencedbyclient’sreactionsandsharing
2.) DiffusingHostility
 Ignorestriggers
- Resista counterattack,insteadsay:Eg. “Oh, can you give me an example of what youmean
whenyousay I have a bad attitude?”
 Avoidsdefendingorgivingexcuses
- Use active listening-paraphrasinginownwords:Eg.“So youfindthatwhenyoumake a
suggestion,Icome backwitha reasonnot to do itthat way?”
 Uses empathyuntil clientcalm
Eg. “I wonder if you’re feeling…?or“Sounds like you mightbe feelingembarrassed because of the
comment.”
 Problemsolvesandrespectsclient’sconcerns
 Askwhat clientneedsfromnurse

2. Eg. “OK. Is there anything else Ican do to make you feel comfortable.”
 Relaxedandcalm
- Summarize everythingbeingdiscussed.Eg.“So letme go back….Have I got that right?”
 Leavesclientwithfuture contact
- Give clinicphone numbernotpersonal number
 Thanksclient
Eg. “OK. Thanks for tellingme:I appreciate youlettingme know”
3.) Listeningduring Loss
 Sitsdownif appropriate;SOLER(square,open,leaningforward,eye contactandrelaxed)
 Activelylistens
- Use restate (1-2 wordsfromthe speaker),andparaphrase Eg.“Sounds like youmissyour dog.”
 Uses empathy
Eg. “I wonder if you’re feeling…?or“Sounds like you mightbe feelingsad because youlossyour
dog.”
 Followsclient’slead
 Avoids‘fixing’orplacating
Eg. “So what are your plans..?or “What do you intendto do now?”
 Avoidscommentssuchas:“ I understandhow youfell”
 Skillfulengagementasevidencedbyclient’sreactionsandsharing
- To endconversation.Eg.“Is there anything else I can do for you? I will be givingto you the
clinicphone numberif you wantto talkto me”