Transcript Chapter 1 Communication and Patient Safety

Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Chapter 3
Communicator Perceptions, SelfConcept, and Self-Esteem Within
the Core of the Transformational Model
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Transformational
model core
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Perception
 How communicators views themselves, their world, and others within it.
 The meanings communicators assign to words, objects, and events are
based on their perceptions.
 Perceptions are the unique reality of each individual based on life
experiences.
Note: The nurse must become aware of the patient’s perspective and
the perspectives of other health-care providers to develop sensitivity to
the needs of others.
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
The Perception Process
 Stage 1: Selection
 Individuals are bombarded by stimuli, so they select the stimuli they
want to focus on
 Stage 2: Organization
 Individuals arrange stimuli in meaningful ways dependent on their
personality, knowledge, and past experiences
 Stage 3: Interpretation
 Individuals assign meaning to stimuli based on their unique reality
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Our motivation to perceive others
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Factors Influencing the Ability to
Perceive Others Accurately
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Form perceptions according to stereotypes
Cling to first impressions, even if they are wrong
Assume others think and behave like them
Favor negative impressions over positive ones
Influenced by expectations
Judge others more harshly than themselves, given the same
situation
 Take credit for success and deny responsibility for failure
 Believe that other people are to blame when they make mistakes
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Patient-Safe Strategy
Perception Checking
 Describe the behavior
 Give 2 possible interpretations of the behavior
 Request clarification for how to interpret behavior
 Goals of perception checking
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Purposeful interaction to test perceptions
Better understanding of needs
Less guessing about intended meaning
Less risk for misinterpretation of behaviors
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Self-Concept
 Who the communicators think they are
 Sum of perceptions of self:
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Personal descriptors
Social roles
Group membership
Culture
Possessions
 Values, attitudes, and beliefs are learned responses from
past experiences that shape self-concept
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
How Self-Concept Develops
 Reflected appraisals
 Supportive messages = Confident and capable
 Criticism = Less valuable or capable
 Social comparisons
 Compare knowledge, values, attitudes, and skills with others
 Cultural and societal influence
 Traditions of culture
 Norms of community
 Expectations of society
 Self-appraisal
 Evaluation of self-behaviors and beliefs
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Characteristics of Self-Concept
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Resistance to change
 Cling to positive or negative concepts of self
 Disorientation in sense of self occurs when redefined by others in a new way
Self-fulfilling prophecy
 Self-concept influences future behavior
 Pygmalion effect
 Beliefs and expectations of another cause an individual to change
behavior
 Self-imposed prophecy
 Individual creates prediction of an outcome and then changes
behavior to make that prediction come true
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Perceiving Ourselves Accurately:
Developing Self-Awareness
 Looking Through Johari Window
 Open Self
 Behaviors, thoughts, feelings, attitudes, motivations, and aspirations known by you and
others
 Blind Self
 Things people know about you but you do not know about yourself
 Note: Get to know your blind self by eliciting feedback from others to develop selfawareness
 Hidden Self
 All that you know about yourself but keep hidden from others
 Unknown Self
 Truths about yourself that neither your nor others know
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
The Johari Window
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Self-Disclosure
Increasing Self-Awareness
 self-disclosure within interpersonal relationships
 Seek out information about yourself from others
 Share personal information about yourself with another
 Others learn who you are at a deeper, more personal level
 Others share their observations, insights, and perspectives of you
 Self-clarification: Clarify beliefs, opinions, thoughts, and attitudes
 Self-validation: Elicit confirmation about self-beliefs
 When you self-disclose, the other will disclose
 Norm of reciprocity
 Improves/maintains social interpersonal relationships
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Guidelines for Disclosure in
Nurse-Patient Relationships
A Patient-Safe Communication Strategy
 Nurses disclose to put the patient at ease
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Encourage honesty and openness of the patient
 Nurses do not disclose personal problems
 Accurate patient information results in correct
clinical decision making
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Self-Esteem
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The value or worth you place on yourself
Reflects the level of self-respect and the respect of significant others
Manifests in communications
Low self-esteem
 Communication is indirect, vague, and dishonest
 Responds to others fearfully
 Results in loneliness and isolation
 High self-esteem
 Responds to others receptively with sensitivity
 Is not afraid to fail and can learn from mistakes
 Prerequisite for high-level communication competency
Communication for Nurses: How to Prevent Harmful Events
and Promote Patient Safety
Developing Positive Self-Esteem
 In yourself
 Self-affirmations
 Positive self-statements
 Tune out negative criticisms
 In your patients
 Define clear and realistic goals
 Give positive feedback