Communication Skills for Nurses

Claire Boyd is a Practice Development Trainer at North Bristol NHS Trust, Bristol, UKJanet Dare is a Practice Development Teacher at North Bristol NHS Trust, Bristol, UK

• PREFACE viiINTRODUCTION ixACKNOWLEDGEMENTS xiii1 MODELS OF COMMUNICATION 1by Claire Boyd and Janet Dare2 TRANSACTIONAL ANALYSIS 9by Claire Boyd and Janet Dare3 METHODS OF COMMUNICATION 19by Claire Boyd4 PRESENTING YOURSELF AND YOUR ORGANISATION 41by Janet Dare, edited by Claire Boyd5 INTERPERSONAL SKILLS 47by Janet Dare, edited by Claire Boyd6 TEAM WORK AND THE MULTIDISCIPLINARY TEAM 55by Janet Dare, edited by Claire Boyd7 COMMUNICATION BARRIERS 61by Janet Dare, edited by Claire Boyd8 ACTIVE LISTENING 71by Claire Boyd9 ADMITTING PATIENTS 81by Claire Boyd10 SITUATION, BACKGROUND, ASSESSMENT, RESPONSE (SBAR) 105by Claire Boyd11 DOCUMENTATION 119by Claire Boyd12 MANAGING CRITICISM AND COMPLIMENTS 143by Claire Boyd13 COMMUNICATION SCENARIOS 159by Janet Dare, edited by Claire Boyd14 CARE AND COMPASSION IN NURSING 165by Claire BoydANSWERS TO ACTIVITIES AND TEST YOUR KNOWLEDGE 175INDEX 187APPENDICES (SEE END OF CHAPTERS LISTED)APPENDIX 1 HOSPITAL ADMISSION DOCUMENTATION (SEE CHAPTER 9) 93APPENDIX 2 THE BRISTOL OBSERVATION CHART (SEE CHAPTER 10) 115APPENDIX 3 OBSERVATION INFORMATION SHEET (SEE CHAPTER 10) 116APPENDIX 4A AN SBAR PROMPT SHEET (SEE CHAPTER 10) 117APPENDIX 4B THE SBAR COMMUNICATION TOOL IN POSTER FORMAT (SEE CHAPTER 10) 118APPENDIX 5 CATHETERISATION CARE PLAN DOCUMENTATION (SEE CHAPTER 11) 126APPENDIX 6 INTENTIONAL ROUNDING CHECKLIST TOOL FOR FALLS (SEE CHAPTER 11) 128APPENDIX 7 FALLS RISK ASSESSMENT TOOL (SEE CHAPTER 11) 130APPENDIX 8 ADULT PATIENT BEDRAIL RISK ASSESSMENT (SEE CHAPTER 11) 131APPENDIX 9 DAILY PRESSURE ULCER RISK ASSESSMENT TOOL (SEE CHAPTER 11) 132APPENDIX 10 REVISED VTE RISK ASSESSMENT AUDIT GUIDE (SEE CHAPTER 11) 136