任務五社區護士與患者的溝通情境一社區護士家庭訪視的溝通主講人：唐瑩（教授）單位：長沙民政職業技術學院Task5CommunicationbetweencommunitynursesandpatientsSituation1：Communicationofcommunitynurses'familyvisitsSpeaker:TangYing(Professor)Unit:ChangshaVocationalandTechnicalCollegeofCivilAffairs家庭訪視的溝通技能communicationskillsforfamilyvisits情境要點三Situationkeypoint3:知識學習Knowledgelearning家庭訪視前溝通技能

Communicationskillsbeforefamilyvisit電話/微信/QQ等預約溝通內容：家庭住址、訪視目的、時間長短等服務對象及其家庭資料全面了解Phone/WeChat/QQappointmentContentofcommunication:homeaddress,purposeofvisit,lengthoftime,etcComprehensiveunderstandingofserviceobjectsandtheirfamilyinformation知識學習Knowledgelearning到達家庭時溝通技能Communicationskillswhenarrivingathome著制服、不佩戴貴重首飾，帶身份證、工作證、工作箱等.Wearinguniforms,withoutvaluablejewelry,withIDcards,workcards,workboxes,etc準時到達，禮貌敲門、打招呼、出示證件、說明目的Arriveontime,knockatthedoorpolitely,sayhello,showyourcertificateandexplainthepurpose進門換鞋或穿鞋套，征得同意，工作箱放置合適位置Enterthedoortochangeshoesorwearshoecovers,andputtheworkboxinaproperpositionwithconsent親切詢問服務活動前準備工作完成情況、檢查不安全因素Enquireaboutthecompletionofpreparationsbeforeserviceactivitiesandcheckunsafefactors知識學習Knowledgelearning家庭訪視實施時的溝通技能--語言溝通與非語言溝通CommunicationSkillsintheImplementationofFamilyVisit--VerbalCommunicationandNonverbalCommunication以服務對象為中心尊重服務對象傾聽與回應語調和語速協同自信式語言表達避免消極式、攻擊式、妥協式語言表達多用短句與肢體語言共用講適宜的話：符合服務對象的生活經歷、社會角色以及情境氛圍引導性、目的性語言FocusonserviceobjectsRespectserviceobjectsListeningandrespondingIntonationandspeedcoordinationConfidentlanguageexpressionAvoidnegative,aggressiveandcompromiselanguageexpressionMultipurposeshortsentencesSharedwithbodylanguageSaytheappropriatewords:Meetthelifeexperience,socialroleandsituationalatmosphereoftheserviceobjectGuidedandpurposefullanguage知識學習Knowledgelearning家庭訪視實施時的溝通技能--語言溝通與非語言溝通CommunicationSkillsintheImplementationofFamilyVisit--VerbalCommunicationandNonverbalCommunication面帶笑容情緒同步肢體語言傳遞鼓勵、引導SmileEmotionalsynchronizationBodylanguageconveysencouragementandguidance正式職業著裝行為舉止得當FormalprofessionaldressBehaveappropriately知識學習Knowledgelearning專業語言病情、治療護理權威可信生活語言打比方舉例子患者熟悉易懂雙方容易共情語言、非語言共用協同肢體語言運用多更好示范、指導案例中社區護士溝通技能使用Useofcommunicationskillsofcommunitynursesinthecase討論discuss劉女士，42歲，高中學歷，足月順產第2胎，女嬰，出生體重、身長正常；健康；產后第4天出院，在出院后第二天社區護士主動聯系上門探訪。請小組對家庭訪視過程（首次或連續服務）進行角色扮演。Ms.Liu,42yearsold,hasahighschooleducation.Shegavebirthtothesecondchildnaturallyinfullterm.Sheisagirlwithnormalbirthweightandlength;healthy;Onthefourthdayafterdelivery,thecommunitynurseact