Experience sharing of nursing interpersonal communication
1, five elements of nursing psychological communication
The process of nursing psychological communication usually includes five elements: information sender, information receiver, objective things that lead to communication, communication channels and carriers, effect and feedback.
1. 1 information sender
It is the main aspect of communication, and nurses assume this role in the psychological communication between nurses and patients.
1.2 information receiver
It is an acceptance of communication. In nurse-patient communication, patients often play this role, but sometimes it will change, such as patients asking questions to nurses.
1.3 objective things that lead to communication
When patients come to a strange hospital from a familiar family or work unit, they need to know and be familiar with the new environment and the treatment of their own diseases. Nurses should meet the needs of patients. This kind of need and satisfaction is an objective thing that leads to communication, and it is the premise and foundation of communication.
1.4 communication channels and carriers
It is a tool for effective communication. For example, language information needs to be transmitted through sound carriers and auditory channels, and expression information needs to be transmitted through facial carriers and visual channels.
1.5 Effect and feedback
The purpose of communication is that the sender of information will pass the information to the receiver and make them know and understand, so as to further change their attitude or behavior and produce the effect of communication. This effect can form feedback information, establish a certain connection between the two parties and strengthen the depth of communication. Therefore, effective and feedback communication can make communication continue.
2. Characteristics of nurse-patient communication
(1) The occurrence of communication is independent of human will.
② The communication content reflects the equal nurse-patient relationship.
③ Communication is a round-trip process.
④ Communication is all information exchange.
3. The purpose of nursing psychological communication
Mainly lies in collecting patients' psychological information, and then establishing a good nurse-patient relationship with patients, and finally laying the foundation for achieving the ideal nursing effect.
3. 1 Collect psychological information
Nurses need to know the patient's social and family background, living habits, hobbies, personality and psychological characteristics, needs and other information besides obtaining the patient's physical and mental health information through routine nursing physical examination. The acquisition of these materials must be achieved through communication. Without communication, it is impossible to obtain the real psychological information of patients, and it is also impossible to implement targeted psychological care.
3.2 Establish and improve the nurse-patient relationship
Any kind of interpersonal relationship is based on interpersonal communication. So is the establishment of nurse-patient relationship. Nurses are in a dominant position in communication, taking patients as the center and serving patients' health purposefully. Effective communication not only enables nurses to obtain complete and true psychological information of patients, but also enables patients to experience friendly and respectful feelings in the process of communication, thus ensuring that patients' physical and mental health is not harmed, patients' subjective wishes are not violated, patients' privacy is not leaked, and patients have trust in nurses and establish a good nurse-patient relationship. Instead, it may lead to tension or conflict between nurses and patients.
3.3 to achieve the ideal treatment and nursing effect.
Communication While collecting information about patients, discuss with patients, find out existing problems, set goals, provide patients with necessary knowledge and psychological support, and design more comprehensive and reasonable treatment and nursing programs according to patients' personalized characteristics. In this way, patients will respect nurses and be willing to cooperate, which will increase the coordination, cooperation and effectiveness of nursing work and achieve ideal treatment and nursing effects. Thus, the quality of hospital nursing service has been steadily rising, and the effect of harmonious nurse-patient relationship has been achieved.
Experience sharing of nursing interpersonal communication
Choose an appropriate communication method.
Distinguish communication objects: In the conversation with patients, I have this experience: patients of different ages and consumption levels expect us to play an acceptable role and have an appropriate conversation. According to this feature, the author discusses the methods of adopting different conversation methods according to patients' different occupations, ages and cultural backgrounds. For example, when talking with patients with higher education and more medical knowledge, medical terms can be used appropriately and concisely; When talking with ordinary patients with less medical knowledge, especially rural patients, the language should be easy to understand and nuanced; When talking with elderly patients, treat them as elders, treat them with respect, and don't be impatient. When talking with patients of the same age, we should pay attention to treat each other as equals and treat them as brothers and sisters. I feel that these methods seem normal and uncomplicated, but they are very effective in nursing work.
Choose communication methods as appropriate: Choose different communication methods according to different opportunities, occasions and communication purposes. For example, when collecting patients' medical records and medical histories and understanding patients' emotions requires a long conversation, try to avoid patients' treatment, examination, eating or visiting time. When asking questions to patients, they are generally open-ended, such as "What do you think when you know your diagnosis", "What is your current physical condition" and so on. This kind of inquiry is easy to induce the patient's thinking, so that the patient can answer widely and unrestricted, which is beneficial to the patient's physical and mental health.
Use nonverbal communication appropriately.
Facial expression: Eyes are the windows of the soul, and nurses' eyes play an important role in talking with patients. Secrets, secrets and extremely subtle thoughts and feelings that are difficult to express in words are always unconsciously revealed in changeable eyes. In nursing, pay attention to the patient's eyes, so as to know more about the patient and serve the patient, and at the same time fully express your feelings with your eyes, and look at the patient's eyes when talking to the patient. When treating or nursing patients, concentrate on your own operation and don't say anything that will affect the operation, so as to give patients a sense of trust and security. When the nurse is in a bad mood, don't talk too much with the patient for the time being, so as to avoid the nurse's bad expression bringing doubt and anxiety to the patient.
Nurse's tool: A nurse's tool is a silent language. Neat clothes, generous appearance and decent manners can make patients feel safe. When a nurse appears in the image of simplicity, neatness, steadiness, dignity but not pride, cheerfulness but not frivolity, enthusiasm and generosity without affectation, it will inevitably bring patients and their families a feeling of happiness, comfort and trust, which can not only adjust the atmosphere of the ward, but also change the patients' bad mood, increase their sense of security, comfort their hearts and help them recover.
Grasp the variable factors in communication
Grasping the variable factors in communication can make both sides put their thoughts and emotions into it, which is conducive to improving the communication effect.
Understanding: In medical treatment, patients have many physiological and psychological needs, among which the strongest psychological need is to be understood. Understanding can reduce patients' sense of alienation and loneliness in difficulties. For example, a patient with cervical cancer is depressed and loses confidence in treatment. In view of the patient's psychological state, when I was nursing and treating her, I talked with her with understanding eyes and appropriate, popular and warm language, telling her that the development level of modern medicine can control the development of the disease. Through this communication between us, the patient's mood became stable, and I said that I would cooperate with the hospital's treatment and establish confidence in overcoming the disease.
Participation: in the new nurse-patient relationship, medical staff are no longer in an absolute dominant position and have absolute control. Encouraging patients to participate more in self-care and learn new behaviors and skills will undoubtedly play an important role in the treatment and rehabilitation of diseases. For example, there is a patient who wants to have a total hysterectomy the next day, and the mood before the operation is extremely complicated. In order to relieve her nervousness and distract her from being too focused. The author specially told the patients about the operating room environment, possible situations during the operation and the situation after the operation, which relieved the psychological pressure of others a lot. When she saw the patient the next morning, she took the initiative to say to the author: "I slept well last night, and now my mood is much more stable." I changed from passive treatment to active participation. "
Trust: In medical treatment, trust is particularly important for patients, because most of the patients' clinical manifestations are tense and their emotions are fragile, and they especially need the support of medical staff. Trust in medical staff can reduce the vulnerability of patients. Usually talk to patients more, gain their trust and give them a sense of security. The author realized in practice that as long as you are good at making friends with patients, she is willing to tell you the truth and let you pay attention to many problems that need attention in nursing. For example: 1 A patient with adenomyosis complicated with diabetic hypertension, the author regularly measures his blood sugar and blood pressure and arranges a diabetic diet, which makes her feel that the nurse and the patient are relatives. One day, he quietly said to the author, "I used to love meat and sweets." After I was admitted to the hospital, I still asked my family to deliver meals behind your back, so my blood test and urine test were abnormal. I am very touched to see you take care of me in such a relationship. "Tell me wholeheartedly, be sure to follow my recipe to eat in the future. As long as we continue to strengthen professional cultivation and care for patients like relatives, we will win the trust of patients.
discuss
As early as19th century, nightingale, the founder of nursing specialty, put forward that nursing is both science and art. Most researchers in modern times also believe that the essence of nursing specialty is caring for people and caring for the quality and ability of others. To achieve this goal, nurses should not only master the necessary knowledge of internal medicine nursing, but also consciously strengthen the study of social humanities.
Nurse-patient communication adapts to the bio-psychological-social medical model and modern holistic nursing model, which meets the psychological needs of patients and the growing needs of self-care and safety awareness of patients. Nurses must strengthen the study of humanities and social sciences, master the ways, methods and skills of nurse-patient communication on the premise of gaining the trust of patients, so as to achieve the purpose of effective communication with patients, further improve the relationship between nurses and patients and improve the quality of nursing.
Nursing interpersonal communication skills
Four skills of interpersonal communication
1. Touch the other person's arm when talking.
In conversation, putting your hand on the other person's arm can help you build a subtle tacit understanding! Touching satisfies the good wishes of both sides for physical contact, and you will find that your emotions are peaceful. Soon you will find that this small move has brought you incredible benefits: in the face of your request, others will no longer say no without mercy! The more body language, the better, but also pay attention to discretion. It's strange for people you don't know to get too close.
Stand closer when chatting with friends.
When chatting with friends and relatives or even traveling, we are used to keeping our own safe distance from others at any time. Everyone's safe distance is determined by personal experience, cultural background, family environment and even professional habits. Distance is different, but it does not always produce beauty. Sometimes it is this distance that is the chief culprit of the estrangement between you and your friends. Next time you talk to your friends, come closer bravely, and you will find that standing closer will bring your hearts closer.
When interacting with people, tell them what you appreciate.
See the community security upstairs to help grandma, praise immediately. Don't think this person turned out to be good, but don't say it. Telling your appreciation will make the security guard and yourself feel happier. Tell mom that her cooking is delicious, thank her boyfriend for waiting for you for ten minutes, learn to praise others sincerely and actively, find their advantages, praise them immediately, and express positive views. You also open your heart and further deepen your contact with each other. After a period of time, you will find yourself the biggest beneficiary. You know, giving is happier than receiving.
Stop sulking and smile.
Don't smile just because you are in a good mood. Studies have proved that pretending to smile is actually a psychological fake action, and just smiling will make you happier. Of course, the premise is that you didn't feel bad. When we smile, the brain will send us a message: I am very happy. Then our bodies will relax. And when we smile at others, they will feel more comfortable and most people will smile back. This virtuous circle will really make us happier.
Twelve steps of communication
First, say it out loud.
In particular, speak frankly about your inner feelings, feelings, pains, thoughts and expectations, but never criticize, accuse, complain or attack.
Second, don't criticize, blame, complain, attack or preach.
Criticism, accusations, complaints and attacks are all executioners of communication, which will only make things worse.
Third, mutual respect.
Only by giving respect to each other can we communicate. If the other person doesn't respect you, you should also demand the respect of the other person appropriately, otherwise it will be difficult to communicate.
Fourth, never speak ill.
Bad words hurt people, as the saying goes, "disaster comes from the mouth."
5. Don't say things you shouldn't say.
When you say something you shouldn't, it often costs a lot of money to make up for it. As the saying goes, "a promise is as good as a thousand dollars", "illness comes from the mouth, and disaster comes from the mouth", which may even cause irreparable lifelong regret! Therefore, communication cannot be irresponsible and outspoken, but if you don't talk at all, sometimes it will get worse later.
Sixth, don't communicate in emotions, especially you can't make decisions.
Emotional communication is often unfriendly, both unreasonable and unclear. Especially emotionally, it is easy to be impulsive and irrational, such as quarreling couples, parents and children who have turned against each other, bosses and subordinates who have been opposed for a long time ... Especially, it is impossible to make emotional and impulsive "decisions" in emotions, which makes things irreversible and regrettable!
Seven, rational communication irrational don't communicate.
Irrationality is just a dispute, and there will be no result, let alone a good result. So this kind of communication is useless.
Eight, consciousness
It's not just communication that requires awareness, but everything. What is the best way to say something wrong and do something wrong if you don't want to cause irreparable harm? ! "I was wrong" is a kind of consciousness.
Admit that I was wrong.
Admitting that you are wrong is the disinfectant of communication, which can thaw, improve and transform communication problems. Just one sentence: I was wrong! How many people have forgotten their old and new enmities? How many years have passed? Opening their hearts makes people suddenly enlightened, put down their weapons, face themselves again, and begin to rethink life, even who I am.
Ten, say sorry!
Saying I'm sorry doesn't mean that I really made a big mistake or did something out of line, but it is a softener, which finally gives things room for change and even creates a "paradise". In fact, sometimes you are really wrong, and it is a big mistake not to admit your mistake.
Xi。 Waiting for a connecting flight
If there is no turning point, we have to wait. Of course, don't wait for the results to fall from the world, but you still have to work hard, but your efforts may not have results, or you will lose everything, but you will have nothing if you don't work hard.
Importance of nursing communication skills
1, the importance of language and non-language
In the process of nursing, nurses holding amiable language and smiling face are conducive to establishing a good nurse-patient relationship and gaining the trust of patients, which can not only reduce the contradiction between doctors and patients, but also gain the trust of patients, which is of great help to nursing treatment.
2, the use of communication skills
2. 1 Use correct address for patients.
The use of address forms is the starting point for nurses to communicate with patients. Nurses using proper address forms will not only leave a good impression on patients, but also lay a foundation for mutual respect and trust in future communication. There are three principles for nurses to use address forms for patients:
(1) according to the patient's identity, occupation, age and other specific circumstances to choose the right name.
② The patient's address cannot be replaced by the bed number.
③ When talking with patients and their families, use proper honorifics to show respect.
2.2 Treat patients with true feelings.
After illness, most people's psychological activities and emotional behaviors will become very negative, and negative emotions will affect the rehabilitation of patients. Therefore, nurses should use optimistic, enthusiastic and cheerful emotional contagion patients when communicating with patients. Comfort patients with a peaceful and calm mood; Sympathize with patients who feel that their loved ones are not better than their loved ones.
2.3 Treat different patients with different communication attitudes.
The attitude of nurses towards patients directly affects the image of nurses in patients' minds. Therefore, in order to achieve the expected effect of nursing work, nurses must start from their own words and deeds and establish a good image in patients' minds. This requires nurses to adopt different communication attitudes towards different patients. When treating elderly patients and patients with chronic diseases, nurses should be patient and meticulous, try to make patients feel lonely, and try to use easy-to-understand language when communicating with patients, so that patients can understand the questions to be answered, so as not to make patients feel uncomfortable.
2.4 Learn to listen
When talking with a patient, pay full attention to the other person's language and don't interrupt the patient's conversation easily. When communication stops, the nurse can repeat the last sentence of the patient's conversation, thus convincing the patient that the nurse is listening, and encouraging the patient to continue narration and learn new information from narration.
3. Be good at communication to avoid or reduce the occurrence of nursing complaints and disputes.
3. 1 change ideas and strengthen service awareness
Improve nursing quality, strengthen learning communication skills, fully understand the importance of communication, vigorously promote humanized service from the perspective of patients, and change passive service into active service.
3.2 Strengthen professional skills training for nurses
Improve nursing operation skills, reduce the external pain caused by nursing operation, and gain the trust of patients.
3.3 Strengthen nurse-patient communication and exchange.
Nurses should pay attention to communication with patients and their families in their daily work, use comforting language appropriately, remember hurtful language, provide help to patients in need, and avoid disputes.
3.4 Learning psychological knowledge and communication skills
Nurses should constantly learn psychological knowledge, improve the appeal and affinity of words, make patients willing to communicate with you and listen to your opinions, and establish a good nurse-patient relationship.
Nursing communication skills
Nurses can correctly use language communication skills, express clearly, accurately and euphemistically, learn to use protective language and prohibit harmful language. Pay attention to the scientific language, easy to understand, easy for patients to understand, and improve the expressive force and appeal of the language. Moreover, the nurses' behavior reflects their steadiness, generosity, propriety and enthusiasm for receiving patients, and at the same time, they are respected by patients and their satisfaction is improved. The most important skill of language communication is to focus all attention on the other person, so that patients feel kind and cared for. Nurses can fully understand the patient's physiological and psychological state through patient and meticulous listening. In the process of nursing, when patients feel anxious and don't understand, encouraging them to ask questions is helpful for patients to build up their confidence in overcoming the disease and help them recover.
Choose the right address: the right address is the starting point for nurses to establish a good relationship with patients and leave a good first impression on patients. Nurses and patients have equal status and should communicate with each other in an open-ended way, without calling the patient's number or name. Appropriate honorifics for patients make them feel concerned, relieve their nervousness and actively cooperate with the treatment.
Quality nursing service
It is necessary to strengthen the awareness of active service and improve the communication skills between nurses and patients. Only by using modern nursing theories and methods to carry out nursing practice can we meet the needs of medical development and improve the quality of clinical nursing service.
High-quality nursing service and good nurse-patient communication skills can increase patients' trust in nursing work and hospitals and close nurse-patient relationship. Research shows that poor service attitude or improper communication skills of nurses are the important reasons for complaints. Nurses' weak sense of responsibility, poor service awareness and passive service delay will increase patients' pain, delay disease recovery, increase patients' dissatisfaction and complaints and even increase the incidence of nursing errors, leading to the occurrence of nursing service defects and the decline of nursing quality. It can be seen that nurse-patient communication and honest service need continuous improvement to improve the quality of nursing, so as to change passive service into value-added service according to patients' needs.
Smiling can improve the communication between nurses and patients.
Smile is a special language-"emotional language", which is the first factor to solve the strange tension in interpersonal communication. Patients can gain confidence in overcoming diseases from nurses' smiles, thus enhancing their belief in persisting in treatment. When patients are admitted to hospital, the cheerful and positive emotions of nurses can infect patients and gradually reduce their fears. In the process of nurse-patient communication, smiling is an acceptable intimate behavior, and patients' mood fluctuates greatly due to illness. Nurses use their good mental outlook and optimistic and open-minded patients to leave a good "first impression effect" on patients in emotional contagion, so that patients can get rid of their troubles, face reality bravely and have a positive attitude, laying a good foundation for future nurse-patient communication and speeding up the pace.
Develop communication skills
Due to the influence of market economy and medical system reform, there are many conflicts among patient value, nursing science and technology value, moral value and economic value. In order to minimize the disputes between nurses and patients caused by the above conflicts, nurses need to have high communication skills. Give full play to the specialty of communication skills of senior nurses, train young nurses in communication skills, ask questions in communication, guide them to slow down their speech speed and tone, take rational measures to stabilize patients' emotions when encountering problems, strengthen patrol and comfort when encountering patients' emotional fluctuations, solve patients' problems in time, stay in front of patients' beds for 65,438+0 minutes, relieve patients' nervousness, and gradually change young nurses' work aimed at only completing the number of jobs.
Strengthen the professional and quality training of nurses.
Today, when holistic nursing is advocated, nursing professionals are required not only to have solid medical theoretical knowledge and skilled professional skills, but also to have high humanistic quality and interpersonal skills [2]. Skilled technology is the foundation of good communication, and nursing is a fine art. Nurses should have compassion and good professional quality, not only skilled operation skills, but also painless technique during operation is one of the most effective communication methods. Through skilled technology to reflect the professional quality of nurses, so that patients can reduce their fear of puncture, but also master the communication skills with patients, reducing the difficulty of work and improving work efficiency.
In short, nurses with good communication skills can develop and promote a good nurse-patient relationship, meet patients' physical and mental needs in time, so that patients can really get scientific, holistic and all-round care, and the nursing service will change from passive service centered on diseases to active service centered on patients, which will increase nurses' awareness of honest service, enhance nurse-patient communication ability and improve service quality.
Nursing skills to improve communication ability
1, praising each other's behavior more than individuals;
2. Polite words show your respect and gratitude, enough is enough;
3. If the other person hears your praise indirectly through others, it will be more surprising than if you tell me directly;
4. If you criticize the other party, don't tell the parties through a third party to avoid adding fuel to the fire;
5, in the face of praise from others, just say thank you;
6. Appreciate the generosity of competitors, and learn to respect them even if you disagree;
7. Don't criticize unless you have a certain foundation of friendship or trust;
8. Avoid making shallow remarks;
9. Criticism can also be very pleasing to the ear, such as "I have some ideas for you ... maybe you can listen to them";
10, avoid saying things that hurt each other in the name of being good to you;
1 1, the time for making comments is very important;
12, pay attention to the occasion, don't criticize your friends or colleagues in front of outsiders;
13, in addition to criticism, it is best to provide positive suggestions for improvement;
14, don't always deny others' words, such as "No, it should be ……" and "No";
15, don't go along with others when they laugh at themselves, for example, girls say they are fat, and you say "yes, hahaha";
16, start with "you" more than "I", and don't always talk about your feelings and experiences;
17, when chatting, ask the other person's situation first, let the other person take the initiative to share, which makes people feel much more friendly;
18, civilized language, less swearing;
19, people who dare to laugh at themselves are mostly high-level people, and putting themselves at a low level is something that truly confident people can do;
20. Don't get too close when talking to people;
2 1, pay more attention to oral hygiene;
22. Avoid small moves when talking to people. Attitude and temperament are also the focus of communication;
23. When doing things, put yourself in the other person's shoes and think about how to make people feel most comfortable;
24. Many people will take care of the person they are least familiar with when chatting together;
25. It is always right to say "thank you" to cleaning aunts, taxi drivers and waiters.
26. When you have made sacrifices or been wronged for others, it is really hard to endure the impulse to tell others and the desire to make others feel guilty, but just be patient;
27. Smile in conversation and nod when you feel agreed;
28. Smiling and refusing to answer personal questions will not embarrass the other party, but also keep your bottom line;
29. "One saying one" is different from "self-righteousness". Don't take rudeness as your true nature;
30. Don't interrupt others' conversation at will, listen properly and give feedback;
Communication skills in nursing service
First, language communication skills in nursing work
1. Irritating and harmful language is prohibited. Patients seek medical treatment for different purposes and for different reasons. Some actively seek medical treatment, some passively seek medical treatment, some are forced to seek medical treatment, and often encounter patients with suicidal tendencies (such as cutting wrists, taking poison, hanging themselves, etc.). All these patients have a common feature: inferiority and world-weariness, and some even refuse treatment. At this time, nurses should not use irritating language and despise patients, otherwise it will easily hurt patients' self-esteem. Treat patients sincerely and kindly, take the initiative in rescuing patients, change their psychological state with their own words and deeds, gain the initial trust of patients, enhance their confidence in overcoming diseases, and eliminate suicidal thoughts. In the process of rescue treatment, it is even more important not to tell the patient that the condition is critical and the treatment effect is not good, otherwise it will easily cause tension between the patient and his family and aggravate the patient's condition. The responsibility of medical treatment is to save lives. As long as patients have a glimmer of hope, we should try our best to pull them back from death.
2. Be good at using beautiful language.
(1) words of comfort. Nurses should learn to say comforting words. For different patients, we should look for different comfort languages.
(2) Encouraging language. Nurses should learn to say different words of encouragement to different patients. Enthusiastic encouragement can make patients enhance their courage in life.
(3) Positive suggestive language. Positive suggestive language can make patients get good stimulation intentionally or unintentionally in psychological activities.
(4) mandatory language. Sometimes, patients must strictly follow the actions and regulations prescribed by doctors, and the mandatory language of nurses is also necessary. Nurses should show considerable authority when expressing such remarks.
Second, non-verbal communication skills in nursing work
1, instrument and expression. "First impression" plays an important role in interpersonal communication. When nurses come into contact with patients for the first time, their clothes are neat, their manners are elegant and decent, which will show their comprehensive quality and aesthetic feeling, leave a good impression on patients and lay a good foundation for future communication. Therefore, nurses should be dressed in white clothes, clean and fit, dignified and generous in appearance, steady in behavior, kind in attitude and cautious in behavior, so that patients can respect and rely on nurses; The nurse's kind and natural expression, especially the smiling service, is silent, but it can reflect her feelings of respect and friendship, making patients feel trusted, happy and safe.
2. Eyes. When communicating, the nurse looks at the other person's eyes or face with focused eyes, keeps eye contact at all times, and shows caring eyes at all times, so that patients feel respected and cared for.
3. Attitude. Body posture is often more realistic. Nurses should maintain a relaxed and comfortable posture, because the correct posture gives people a sense of humility, sincerity and dignity, and gives people a sense of trust that they are busy but not chaotic. If the nurse looks around and is absent-minded, it will give people a sense of insecurity.
4. Gestures. In the process of communication, the accurate use of gestures can enhance the effect of language expression and promote emotional communication between the two sides.