The Art of Communication in Nursing and Health Care
Total Page：16
File Type：pdf, Size：1020Kb
Raphael-Grimm The Art of Communication in Nursing and Health Care An Interdisciplinary Approach The Art of The Art of Communication in Nursing and and in Nursing The ArtCommunication of Theresa Raphael-Grimm, PhD, CNS Communication A handy guide to tackling difficult patient and professional interactions with confidence and compassion n this age of increasing reliance on technology, it is essential that the fundamentals of compassion and Igood communication—the art of patient care—remain at the heart of health care. This clear, concise in Nursing and guide to professional communication strategies helps nurses and other health care clinicians to build ef- fective patient relationships and navigate a wide variety of difficult patient and professional interactions. Written by a practicing psychotherapist who has devoted nearly 30 years of study to clinician–patient relationships, the book tackles such complex issues as dealing with demanding patients, maintaining professional boundaries, overcoming biases and stereotypes, managing clinician emotions, communi- Health Care cating bad news, challenging a colleague’s clinical opinion, and other common scenarios. The book guides the reader through a conceptual framework for building effective relationships that is based on the principles of mindfulness. These principles are embedded in discussions of the fundamental elements of interpersonal effectiveness, such as hope, empathy, and listening. Chapters apply mindfulness principles to specific challenging situations with concrete examples that describe effective clinical behav- An Interdisciplinary Approach iors as well as situations depicting pitfalls that may impede compassionate care. From a focus on every- day manners in difficult situations to beneficial approaches with challenging populations, the guide helps health care professionals confidently resolve common problems. Brief, to-the-point chapters help clinicians channel their clinical knowledge and good intentions into caring behaviors that allow the patient to more fully experience empathy and compassion. With the guiding theme of “using words as precision instru- ments,” this is a resource that will be referred to again and again. Key Features: Care Health • Helps health care professionals and nurses communicate effectively in challenging clinical and professional situations • Uses the principles of mindfulness to build satisfying relationships and resolve problems • Addresses such difficult issues as demanding patients, maintaining boundaries, overcoming biases, managing clinician emotions, and much more • Provides special tips for communicating with family members and caregivers • Authored by a practicing psychotherapist specializing in clinician–patient relationships for nearly 30 years ISBN 978-0-8261-1055-8 Theresa Raphael-Grimm 11 W. 42nd Street New York, NY 10036-8002 9 780826 110558 www.springerpub.com The Art of Communication in Nursing and Health Care Raphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd i 19/09/14 5:45 PM Theresa Raphael-Grimm, PhD, CNS, holds a joint appointment as clinical associate professor in the Schools of Nursing and Medicine as well as an adjunct appointment as associate professor of psychiatry at the University of North Carolina–Chapel Hill (UNC-CH). Dr. Raphael-Grimm is a doctorate- trained psychotherapist (and nurse) who has studied clinician–patient relationships since 1986. She has been a practicing psychotherapist since 1984 and has worked with a variety of patient populations, including those with chronic and terminal illness. She also provides psychotherapy to nurses, physicians, and other clinicians. She is the facilitator for UNC-CH School of Medicine’s Schwartz Center Rounds, which is a multidisciplinary exploration of psychosocial issues that impact patient care and infl uence clinician compassion. Dr. Raphael-Grimm has been a member of the Department of Psychiatry consult team, and worked with the UNC-CH’s Comprehensive Cancer Support Program. She has delivered more than 40 invited clinical presentations at local, state, and national meetings and is a member of Sigma Theta Tau (STT) International and the American Psychological Association. RRaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.inddaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd iiii 119/09/149/09/14 55:45:45 PPMM The Art of Communication in Nursing and Health Care An Interdisciplinary Approach Theresa Raphael-Grimm, PhD, CNS Raphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd iii 19/09/14 5:45 PM Copyright © 2015 Springer Publishing Company, LLC All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of Springer Publishing Company, LLC, or authorization through payment of the appropriate fees to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, [email protected] or on the Web at www.copyright.com. Springer Publishing Company, LLC 11 West 42nd Street New York, NY 10036 www.springerpub.com Acquisitions Editor: Margaret Zuccarini Composition: S4Carlisle Publishing Services ISBN: 978-0-8261-1055-8 e-book ISBN: 978-0-8261-1056-5 14 15 16 17 / 5 4 3 2 1 The author and the publisher of this Work have made every effort to use sources believed to be reliable to provide information that is accurate and compatible with the standards gen- erally accepted at the time of publication. Because medical science is continually advancing, our knowledge base continues to expand. Therefore, as new information becomes available, changes in procedures become necessary. We recommend that the reader always consult cur- rent research and specifi c institutional policies before performing any clinical procedure. The author and publisher shall not be liable for any special, consequential, or exemplary damages resulting, in whole or in part, from the readers’ use of, or reliance on, the information contained in this book. The publisher has no responsibility for the persistence or accuracy of URLs for external or third-party Internet Web sites referred to in this publication and does not guarantee that any content on such Web sites is, or will remain, accurate or appropriate. Library of Congress Cataloging-in-Publication Data Raphael-Grimm, Theresa, author. The art of communication in nursing and health care : an interdisciplinary approach/ Theresa Raphael-Grimm. p. ; cm. Includes bibliographical references. ISBN 978-0-8261-1055-8—ISBN 0-8261-1055-X—ISBN 978-0-8261-1056-5 (e-book) I. Title. [DNLM: 1. Nurse–Patient Relations—Nurses’ Instruction. 2. Communication—Nurses’ Instruction. 3. Interpersonal Relations—Nurses’ Instruction. 4. Mindfulness—Nurses’ Instruction. WY 88] RT86.3 610.7306’99—dc23 2014021436 Special discounts on bulk quantities of our books are available to corporations, professional associations, pharmaceutical companies, health care organizations, and other qualifying groups. If you are interested in a custom book, including chapters from more than one of our titles, we can provide that service as well. For details, please contact: Special Sales Department, Springer Publishing Company, LLC 11 West 42nd Street, 15th Floor, New York, NY 10036-8002 Phone: 877-687-7476 or 212-431-4370; Fax: 212-941-7842 Email: [email protected] Printed in the United States of America by Gasch Printing. RRaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.inddaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd iivv 119/09/149/09/14 55:45:45 PPMM This book is dedicated to Rita Maria Robinson Raphael 1928–2010 whose compassion, steadfast and deep, is woven into the fabric of my soul. Raphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd v 19/09/14 5:45 PM RRaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.inddaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd vvii 119/09/149/09/14 55:45:45 PPMM Contents P reface ix Share The Art of Communication in Nursing and Health Care: An Interdisciplinary Approach SECTION I: GOOD COMMUNICATION SKILLS: THE FOUNDATIONS 1. Encounters 1 2. Mindfulness 11 3. Empathy 39 4. Listening 49 5. Words 59 SECTION II: NAVIGATING PROFESSIONAL COMMUNICATION CHALLENGES 6. Patients’ Emotions 69 7. Time 77 8. Boundaries 83 9. Biases 97 10. Clinician Emotions 105 SECTION III: EVERYDAY MANNERS IN DIFFICULT CLINICAL SITUATIONS 11. Mistakes and Apologies 111 12. Hope and Bad News 117 13. Grief 129 Raphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd vii 19/09/14 5:45 PM Contents 14. Expressing Condolences 133 15. Disgust 137 SECTION IV: EFFECTIVE APPROACHES IN CHALLENGING POPULATIONS 16. Diffi cult Encounters 141 17. Somatic Complaints 149 18. Clinician Confl ict 157 19. Substance Abuse 167 SECTION V: AFTERWORD 20. Cultivating Mindfulness 177 Index 183 viii RRaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.inddaphael-Grimm_10558_PTR_00_FM_i-xii_9-19-14.indd viiiviii 119/09/149/09/14 5:455:45 PPMM Preface ealth care delivery is complex and scientifically Hgrounded, and requires its practitioners to possess considerable knowledge and expertise. As the science continues to advance, clinicians are expected to master ever-growing bodies of evidence-based knowledge. With so much of the focus on the scientific base of clinical prac- tice, the art of patient care often gets short shrift. Yet it is the art of care that provides a deep sense of meaning and value for patients and providers alike. This book guides the reader through a conceptual framework for building effective patient relationships.