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Communication means the giving, receiving, and interpreting of information through any of the five senses by two or more interacting people. Effective use of communication will play an important role in your nursing career and personal life. FIGURE 44-1 · This nurse uses principles of therapeutic communication when interacting with his client. Personal characteristics of genuineness, caring, trust, empathy, and respect promote harmony among individuals. Key Concept In some cases, the nurse has the right to request a different assignment if he or she believes that working with this client may cloud professional judgment.
NCLEX Alert When reading NCLEX questions relating to communication, look for the best possible and most beneficial response for the client. Think of communication as a reciprocal process in which both the sender and the receiver of messages participate simultaneously.
NCLEX Alert The NCLEX options can provide examples of comments that you might make when caring for a client.
Much verbal information is related through vocabulary, sentence structure, spelling, and pronunciation. Key Concept Remember that how you write or input data indicates information about you, as well as about the client. Aphasia is a defect in, or loss of, the ability to speak, write, or sign, or of the ability to comprehend speech and communication. Customer service representatives have to provide assistance to the clients in various aspects.
Gain the position of Customer Service Associate in leading IT Company where I can develop different soft skills and improve my interpersonal communication and leadership qualities. I am a science graduate looking for the position of a Customer Service Representative in the leading IT firm to learn the work culture in this industry. I am an experienced customer service representative looking for the similar position in an IT industry where I can implement my earned skills and knowledge for working efficiently.
Seeking the position of a Customer Service Representative in a reputed organization to improve in various aspects and benefit the company in turn. This requires excellent discrimination and close attention to the nuances of emotional signals. Therapeutic communication is an interaction that is helpful and healing for one or more of the participants; the client benefits from knowing that someone cares and understands, and the nurse derives satisfaction from knowing that he or she has been helpful.


He uses appropriate positioning (eye level), does not invade the client’s personal space, makes appropriate eye contact, and generally mirrors the client’s body position. For example, a nurse whose religion forbids abortion may request not to assist in the operating room with this procedure.
Therapeutic communication options typically differ from conversations that you have in a social setting.
Communication can be carried out in person or by telephone, or by text messaging, alpha paging, AudioVox, Vocera transmission, or other electronic methods. Therapeutic communication skills, such as listening, restating, silence, and so forth, might be the best form of client care.
Two types of communication are verbal communication (using words) and nonverbal communication (using facial expressions, actions, and body position).
People reveal their education, intellectual skills, interests, and ethnic, regional, or national background through verbal communication. Aphasia is usually caused by an injury or disorder of the brain’s speech centers or by a mental illness.
Conveying these attitudes to another person creates a social climate that communicates goodwill and empathy, even when fears or concerns cannot be fully expressed verbally. They converse with clients, write care plans, document information and assessments, input data into the electronic record, and give oral or written change-of-shift reports. Table 44-1 gives examples of such barriers and more effective responses that encourage further discussion. Speaking very slowly may be the result of a brain disorder, mental illness, or minimal knowledge of English.
Expressive aphasia refers to difficulty in speaking or in finding the correct or desired word.
The nurse learns a great deal about the client by carefully listening to what the person has to say.
When writing the resume for customer service jobs, you need to focus on making your objective statement impressive and outstanding.
Successful therapeutic communication encourages client coping and motivation toward self-care (Fig.
Pointers for using therapeutic communication are listed in the accompanying In Practice: Nursing Care Guidelines 44-1.
Effective communication occurs when words and actions convey the same message (congruency). Although a client may say what the nurse wants to hear, his or her tone of voice may imply a totally different meaning.


However, it may also indicate conditions, such as a hearing impairment, mania, or difficulty in speaking the language.
Receptive aphasia refers to a disorder of the brain that interferes with the comprehension or understanding of what one is hearing. Listening skills also include paying attention to nonverbal cues exhibited by the client (see Fig.
The customer service resume objective should clearly mention the details of this position and discuss the skills required for working as customer service representative.
For working in this position, you must possess excellent set of interpersonal skills as you will be personally interacting with the client. To be most helpful, the nurse develops the ability to convey a nonjudgmen-tal attitude, especially if another person’s beliefs and values differ from the nurse’s own.
Speaking softly may imply such things as nervousness, paranoia, shyness, or lack of self-confidence. Hesitation in speaking, thought-blocking, difficulty in finding words, or total aphasia may indicate that the client does not speak English well, has a brain disorder, or is hallucinating (seeing or hearing things that others do not perceive).
Here we give some samples of customer service resume objectives to help you know more about writing resume statements for such jobs. You should also have complete understanding of the subject to resolve any issue related to work. Clients must experience a feeling of rapport with the nurse in order to share personal, and sometimes embarrassing, information. If you are an experienced candidate, you can talk of the additional job related services provided by you during your work.
Once on paper, you have the opportunity of ranking your ideas in terms of importance and efficacy.
For example, noise, a TV playing, or other people talking in the background can distort interactions. Conducting therapeutic communication in privacy or in a quiet area helps to avoid distractions that detract from its effectiveness.



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