Nursing

Josie informs Dr. Welborne that his earlier behavior is unacceptable.

Josie informs Dr. Welborne that his earlier behavior is unacceptable. Within a few minutes, he apologizes to Josie and asks to speak with Susan. He also apologizes to Susan. Josie and Susan discuss the incident and ways Susan can help diffuse similar situations in the future. As with Dr. Welborne, Josie indicates that Susan’s behav-

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Improving Communication

TABLE 9-3 Improving Communication 1. Consider your relationship to the receiver. 2. Craft your message, including your goal and how to answer responses. 3. Decide on the medium based on your relationship, the content, and the setting. 4. Check your timing. 5. Deliver your message. 6. Attend to verbal or written responses. 7. Reply appropriately.

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Recognize cultural differences in communicating with patients and their families.

Recognize cultural differences in communicating with patients and their families. People in some cultures do not ask questions for fear of imposing on others (Huber, 2009). Some cultures prefer interpreters from their own culture; others do not. Cultural education for the staff can help identify some of these differences and teach them appro- priate, culturally

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Maintain privacy and identify a neutral location for dealing with difficult interactions.

Maintain privacy and identify a neutral location for dealing with difficult interactions. ● Make special efforts to find interpreters if a patient or family does not speak English. Have readily available a list of individuals who are able to communicate in a variety of languages. The list also should include individuals experienced in sign language

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