01. Apply communication theory and techniques to challenging interactions and situations in nursing practice

Activities:

a. Using research identify factors such as culture, environment, physical and mental health, that influence communication and behaviour. b. Explain how the factors influencing communication and behaviour impact on nursing interactions. c. Explore the practical application of a selection of communication theories/frameworks such as Egan#s Helping Model and Heron#s framework.

02. Critically reflect on your own communication approaches that may ameliorate or exacerbate a challenging interaction

Activities:

a. Identify the stereotypical pitfalls associated with a range of communication encounters. b. Discuss challenging communication encounters you have experienced with people and your responses in these situations. c. Explore helpful and non-helpful behaviours and relate these to your own responses to challenging communication encounters. d. Inform other health care staff by sharing your experiences of challenging interactions through such activities as mentorship, case analysis, in service education.

03. Apply appropriate oral communication approaches in challenging situations in nursing practice.

Activities:

a. Discuss the adaptation required when communicating in a variety of challenging situations, such as with distressed, angry or manipulative people, those with altered realities and clients from different cultural backgrounds. b. Identify the types of situations where conflict resolution and negotiation skills may need to be applied. c. Use evidence to explain the process of conflict resolution and negotiation. d. Explore the concept and limitations of confidentiality and privacy and identify best practice for the verbal reporting of situations such as suicide ideation, sexual abuse disclosure. e. Identify the various hierarchy and resources available within the clinical environment for reporting and addressing a challenging interaction.

04. Adapt your written communication to specific situations, taking into account language choice and use of quotes.

Activities:

a. Identify the scope of nursing documentation such as nursing notes, care plans, clinical records and reports in the context of challenging clinical interactions. b. Discuss specific requirements of documenting critical incidents. c. Explore the concept and limitations of confidentiality and privacy and identify best practice for the documentation of situations such as suicide ideation, sexual abuse disclosure.

05. Understand the ethical, legal and professional aspects of challenging clinical interactions.

Activities:

a. Discuss the process for a nurse if legal or professional conduct proceedings evolve from a challenging clinical interaction. b. Identify models and principles for decision making for application in clinical practice when faced with an ethical dilemma. c. Identify legally reportable incidences in clinical practice. d. Explain the concepts of whistle blowing and conscientious objection. e. Describe mechanisms for support and debriefing after experiencing challenging interactions in clinical practice.