access to health services
disparities in mental health 79 action
stage of change 156, 159–60 action plan
Gibb’s model of reflection 35 adverts 50
advice
providing 53 advocacy
professional helpers 105 advocate interpreter
models of interpreting 84 affective conflict 122 affective questions 11 age
culture and 78 aggression
conflict and 136 aggressive behaviour 111 agreement
building in resolving conflict 132 alternative phrasings
questions 13 altruism 100 ambivalence 121 analysis
Gibb’s model of reflection 35 anger 53
antecedent-behaviour-consequence approach
motivational interviewing 152–4 anxiety
cognitive behaviour therapy (CBT) 141 identifying 53
appearance 4 appreciation
person-centred nurse 90 approachability 52 Argonauts 59 arguments
avoiding 153
Aristotle [BC 384–322] 27 assertive responses 117–9 assertiveness 107–20
benefits of 112
choosing to be assertive 108–9 cultural considerations 109
factors affecting nurses’ level of 112–3 learning skills for 119
passive behaviour compared 110 practical use 114–7
saying no 114–5 skills required for 119–20 understanding 107–11 assessment
cognitive behaviour therapy (CBT) 142 authoritative interventions 62–3
availability 52 awareness
for values-based communication 18 Bacal, Robert 125–7, 131
Bandura, Albert 57 basic needs 91 behaviour 6
clinical boundaries 24 effective or ineffective 40 modes of 109–11 person-centred nurse 91 re-discovering 145
behavioural activation (BA) 145–6 behavioural changes 119
behavioural processes 159 behavioural questions 11 belief
person-centred nurse 90–1 Berne, Eric [1910–70] 109 biases
eliminating 81 bicultural worker
models of interpreting 84 bilingual meeting
interpreters 85
black and ethnic minority groups 19–20, 76, 81
mental health status of 78–9 body
taking care of 27 body language 4
cultural differences 4 boundaries 101–5
infringements 103–4 maintaining 103–5 setting 102–3
Brief Family Therapy Centre, Milwaukee 137
brief, ordinary and effective (BOE) communication 50–4
application in mental health nursing 53–4
characteristics of 51 core skills 51–2 SWOT analysis 53–4 bullying
assertiveness counteracting 112 calmness
managing conflict 128 care
negotiating 52
professional helpers 105
Care Quality Commission in England (CQC) 50
Catalytic intervention 70 facilitative 63, 65–6 conflict resolution 134 cathartic intervention
conflict resolution 134 facilitative 63, 66 challenging behaviour 121 change 156
desire for 151 process of 158–9 stages of 156
chronic fatigue syndrome
cognitive behaviour therapy (CBT) 141 clarification 52
clinical boundaries setting 24 clinical guidelines 21
‘clinical mindfulness’
developing 5 clinical negligence
assertiveness preventing 112
clinical practice
concept of reflection in 32 clinicians
empathy and 97 closed questions 12
cognitive behaviour approaches background to 140–1 five areas of approach 143–5 cognitive behaviour therapy (CBT) 61
common features 142 development of 140 disorders used for 141 effectiveness of 141 features of 140 cognitive conflict 122 cognitive disabilities
communicating with people with 53 cognitive questions 11
cognitive restructuring 146 cold conflict 121
collectivism
individualism and 19 communication 1–14
across cultures 76–88
brief, ordinary and effective (BOE) 50–4
conflict-provoking 125–7 cooperative 125
cultures-based 18–20 evidence-based 21–2
listening as essential component of effective 3
motivational interviewing 155–6 non-verbal 52
reflection and 30–45
skills central to recovery-orientated practice 28
therapeutic 22–9, 27–9 values-based 16–8 skills required for 18 community interpreter
models of interpreting 84 compassion
stress of consistently showing 50 competence 151
competition
cooperation and 19 complaints 122 compliments 118
cultural context 20 compulsive interventions 71
concern 151
managing conflict 128 conclusion
Gibb’s model of reflection 35 confidentiality 53, 102
conflict
aggression and 136 consequences of 123–4 containing 128 definition 121
key points for resolution 135–6 managing 128–9
negotiation for resolving 132 prevention of 124–7 resolving through effective
interpersonal communication 131 responses to 124
role of trust in resolution 134–5 self-awareness in resolving 131–2 skills for resolution 129–31 sources of 121–3
types of 121–2
use of Heron’s Six Category
Intervention Analysis in resolution 134
Conflict Prevention in the Workplace: Using Cooperative Communication 125 conflict resolution 121–36
conflict-provoking communication 125 confronting
authoritative interventions 63, 65 confronting intervention
conflict resolution 134 confusion
identifying 53 congruence 99
consciousness raising 158 constructionist mode
models of interpreting 83–4 contemplation
stage of change 156, 159
continuing professional development (CPD)
reflective journals 37 control
person-centred nurse 91 conversation
appropriate 52 cooperation
competition and 19
cooperative communication 125, 127
coping strategies developing 27 counselling
brief 53
counter-conditioning 159 critical analysis 33 critical incident
example of 41
critical incident technique reflective practice 40–1 criticism 122
cross-cultural psychiatry 78 cultural awareness 80–1 cultural broker
models of interpreting 84 cultural competence 81
learning 87–8 model of 79–80 cultural desire 80 cultural differences
body language 4 eye contact 4 cultural encounters 80 cultural factors
disparities in mental health and 79 cultural knowledge 80
cultural sensitivity 19 cultural skills 80 culture
assertiveness and 109 communicating across 76–88 conflict and 124
definition 19
difficulty in defining 76–7
extent to which people are orientated to 19
importance to patient-centred nursing care 76
mental health and 78–9
mental health nursing and 79–81 understanding 76–8
cultures-based communication 18–20 cyclical model of empathy 94 debriefing
interpreters 86 decisional balance 156
Decisional Balance Questionnaire 157–8 defensive climates
supportive climates distinguished 127
depression
cognitive behaviour therapy (CBT) 141 identifying 53
solution-focused brief therapy (SFBT) 138
description
Gibb’s model of reflection 34 desire for change 151
dignified language 52 disagreements 121–2 dissonance
motivational interviewing 152–3 distractions 5
dramatic relief 158 dress 4
eating disorders
cognitive behaviour therapy (CBT) 141 solution-focused brief therapy (SFBT)
138 education
culture and 78
educational domains 40–1 educational experience 97 reflective practice and 43 effective behaviour 40 effectiveness 23
Egan’s model of helping 61 either/or questions 12 eliciting phase
motivational interviewing 154 emotional labour 50
emotions 6
expressing range of 118 highly expressed 51
range of words to describe 83 empathy 52
communicating 24 components of 95 cyclical model 94 definition 93–4 learning skill of 98–9
low level among helping professionals 97
managing conflict 128 models of 94–5
motivational interviewing 152 with psychotic people 26 skills for 93
sympathy compared 95–6 therapeutic relationship and 93
understanding 92–4 use in practice 96–7 emphasis 5
empiricism 21
empowering language 52 empowerment
assertiveness and 112 environmental re-evaluation 159 Essential Shared Capabilities 17 ethical sense 100–1
ethnic diversity 76 ethnic groups
identity 78 ethnicity
conflict and 124 ethno-relativity 81 ethnocentrism
move to ethno-relativity 81 eudaimonia
Aristotle’s concept of 27 evaluation 33
cognitive behaviour therapy (CBT) 142
Gibb’s model of reflection 34–5 evidence
ability to assess quality of 23 search for 146
evidence-based communication 21–2 evidence-based motivational interviewing
160–1
evidence-based practice (EBP) 21 applying skills required for 23 skills for 22
excuses 115 experiences 6
conflict and 124 experiential processes 159 expert opinion 21 eye contact 3–4, 52
cultural differences 4 facial expression 3–4
facilitative interventions 62–3 favours
refusing 102–3 feedback
providing 52 feelings 6
ability to analyse own 100 Gibb’s model of reflection 34 fidgeting 4
‘filling the space’
refraining from 9 flexibility
resolving conflict 132 forgiveness 27
friendliness
professional helpers 105 frowning 4
frustration 53 gender 4
conflict and 124 culture and 78 genetic factors
disparities in mental health and 79 genuineness
communicating 24 gestures 4
Gibbs, G. 33
Gibb’s model of reflection 34–5 gifts
refusing 102–3 goals
committing to 27 grammatical construction
language 83 gratitude
expressing 27 greetings 20 group identity
conflict resolution 135 groups
reflective practice 41–2 gut reaction 115
health care
at interface of many disciplines 21 hearing disabilities
communicating with people with 53 helping relationships 159
core conditions of 92 Heron, John 62
Heron’s Six Category Intervention Analysis 61–75
applying 67–70 conflict resolution 134 learning to use 72–4 overlapping categories 69 higher-order thinking processes 33 HIV/AIDS
cognitive behaviour therapy (CBT) 141
hospitality refusing 102–3 hot conflict 121
Human Potential Research Project, University of Surrey 62 humour
appropriate use of 52 ideals 19
identity
ethnic and racial groups 78 impasses
managing in resolving conflict 132 indirect behaviour 111
individualism collectivism and 19 ineffective behaviour 40 information
exposure to short bursts of 50 providing 53
information phase
motivational interviewing 154 informative
authoritative interventions 63–5 informative intervention
conflict resolution 134
confronting intervention 69–70 insights
therapeutic use of self 54 instruction
providing 53 intensity 5
high levels of causing stress 50 intention
interventions and 63–7 interactions
initiating and maintaining 118 interpersonal communication
resolving conflict through effective 131
interpersonal skills 1–13 interpreters
accessing 85
allocating time for 85 benefits of using 82 bilingual meeting 85 choosing 85 debriefing 86
preparing for translation 85 principles of good practice 84–6 respecting and protecting client 86
interpreters (Continued ) role of 82
working with 81–7 interpreting
models of 82–4 interventions
authoritative 62–3 compulsive 71
degenerative use of 70–2 facilitative 62–3 intention and 63–7 manipulative 71 solution-focused 137–49 unskilled 71–2
unsolicited 70–1 verbal 63–4 interviewing
motivational 150–61 Iveson, C. 138
job satisfaction assertiveness and 112 John Dewey [1859–1952] 31 judgements
therapeutic use of self 54 kaozheng 21
kindness
practising acts of 27 knowledge 151
for values-based communication 18
knowledge of situation in hand 124
language 19, 77, 81–2, 84 clinical boundaries 24 cultural context 20 dignified 52 empowering 52
grammatical construction 83 non-stigmatizing 52 self-respecting 52 leading questions 12 learning from experience 37 Leininger, Madeline 76
‘Life Positions’ 109 life’s joys
savouring 27 linguistic mode
models of interpreting 83
listening
characteristics of good 7 elements of 3
essential component of effective communication 3
framework for 6–7 hinderances to 5 importance of 2–7
non-verbal communication 4–5 professional helpers 105 reasons for 3
verbal communication 5–6 Lyubomirsky, Sonja 27 maintenance
stage of change 156, 159–60 Malinowski, Bronislaw [1884–1942] 59 management support
conflict resolution 135 manipulative behaviour 111 manipulative interventions 71
Maslow’s Hierarchy of Human Needs 91 mastery
self-efficacy 57 medication concordance
cognitive behaviour therapy (CBT) 141 mental distress 27–9
mental health culture and 78–9 strategy for 27 mental health nursing
culture and 79–81 stress in 50 messages
conveyed by silence 9 non-verbal 7
modeling self-efficacy 57 moods 6 motivation 19
motivational interviewing 150–61 applying in mental health nursing
154–5
communication and 155–6 definition 150
developing skills in 151–3 evidence-based 160–1 features of 150–1 five principles of 152 multicultural settings
working in 19
multicultural understanding 19 multiculturalism 77
multiple questions 12
National Framework of Values for Mental health
key principles 17
National Institute for Health and Clinical Excellence (NICE) 21, 147
needs
asserting for resolving conflict 132 negotiation
resolving conflict 132 negotiation phase
motivational interviewing 154 No Health without Mental Health 27 non-English speaking clients 82 non-judgementalism
professional helpers 105 non-stigmatizing language 52 non-verbal behaviour 3–4
cultural context 20 non-verbal communication 52
listening to 4–5 non-verbal messages 7 nurse educators
empathy and 97 nurse-client relationship
quality of 62 nursing
concept of reflection in 32
Nursing and Midwifery Council (NMC) 37
standards for pre-registration nursing 17
obsessive-compulsive disorders cognitive behaviour therapy (CBT)
141 OK-ness 109–11 open questions 52
examples of 10 opinions
unpopular 118 optimism
cultivating 27 organization
reflection and 42–3 organizational climates 127 organizational culture
reflective practice and 43
organizational system 97 over-thinking
avoiding 27
Oxford Guide to Low Intensity CBT Interventions 141
paraphrasing 9–10, 52 passive behaviour 110–1
assertiveness compared 110 patient care
questions relating to 21 reflection improving 32 patient-centred care 89–92
definition 89–90 patient-centred nursing care
importance of culture to 76 patient-centred theory
Tidal Model 90
patient-centred therapy (PCT) 90–1 patterns of behaviour 6
patterns of thinking 6
Peplau, Hildegard [1909–99] 16 person-centred approach
conflict management 129 person-centred nurse
characteristics of 90–1 personal questions 103–4 personality
therapeutic use of self 54 personality factors
therapeutic use of self 55 phatic communication 46–60
definition 47 derivation of term 47 dos and don’ts in using 48 examples of 47
possibilities and pitfalls in 49 uses in mental health nursing
47–50
physical aggression 121 physiological features
self-efficacy 57 physiological responses 4 poorly timed questions 13 posture 4, 52
precontemplation
stage of change 156, 159 prejudices
eliminating 81 preparation
stage of change 156, 159
prescriptive intervention authoritative interventions 63 catalytic intervention 70 conflict resolution 134 preservation of face
cultural context 20 probing skills 10–3
problem-solving interventions (PSI) 147 applications 148
effectiveness of 147–8
problem-solving therapy (PST) 147 process conflict 122
professional helpers attributes of 105
professional helping relationship 89–106
characteristics of 100–1 professional opinion
providing 53
professional opportunities assertiveness and 112 promises
managing conflict 128 proximity 52
psychological needs 91 psychotherapeutic mode
models of interpreting 83–4 psychotic people
talking with 26 questions 2
affective 11
alternative phrasings 13 behavioural 11
closed 12 cognitive 11 either/or 12 leading 12 multiple 12 open 10, 52 poorly timed 13 reflective 14–5 responding to 52 time-oriented 11 unhelpful 11–3
‘why’ 12–3 race
conflict and 124 racial groups
identity 78
racism
disparities in mental health and 79 rapport
creating and sustaining 52 realization
person-centred nurse 91 reasoning
for values-based communication 18
recognising thoughts 146 record keeping 53 recovery
through therapeutic communication 27–9
recovery-orientated practice
communication skills central to 28 reflecting skills 9
reflection 152
clinical practice and 32 communication and 30–45 definition 30–1
facilitating 52 fostering 37–42
importance to nursing 32 models of 33–6
organizational factors and 42–3 process of 33
types of 32 value of 32 reflective facilitator
role of 42
reflective journals 37–9 entries 38–9 writing 39–40
Reflective Practitioner, The 32 reflective practice
critical incident technique 40–1 fostering 37–42
framework for 36 groups 41–2
as life-long activity 44 reflective practitioners
training for 43–4 reflective questions 14–5 reflective writing 37–9
reinforcement management 159 relapse
stage of change 156 relationships
nurturing 27 relaxed manner 52
religion 27, 77 culture and 78 repetition 115, 119 requests
making 117 refusing 116
separating person and 115 research
ability to assess result of 23 resistance
rolling with 153 resisting change 121 resources 6
respect
communicating 24
communicating with psychotic people 26
managing conflict 129 person-centred nurse 91 professional helpers 105 responding
cultural context 20 responses to stimuli 57 responsibility 101
restructuring thoughts 146 Review of Mental Health Nursing 17 rituals 20
Rogers, Carl Ransom [1902–87] 90 role models 100
room
temperature of 5 rules
relating to different cultural and ethnic groups 19
safety needs 91 saying no 114–5
permission to 114 Scale Framework 138 schizophrenia
cognitive behaviour therapy (CBT) 141 Sch¨on, Donald Alan [1930–97] 32 search for evidence 146
seating 5 self
therapeutic use of 54–9 self awareness 100 self-actualization 91 self-awareness
resolving conflict 131–2 therapeutic use of self 54–5
self-concept
therapeutic use of self 54–6 self-confidence
therapeutic use of self 55, 58–9 self-disclosure
cultural context 20 self-efficacy 156
conflict resolution 135 supporting 153
therapeutic use of self 55, 57 self-esteem 91, 151
therapeutic use of self 55–6 self-motivational statements 151 self-re-evaluation 159
self-respecting language 52 sensitive issues
discussion of 51 sensitivity
demonstrating 53 professional helpers 105 service users
promoting relationships with 52 sexual abuse
solution-focused brief therapy (SFBT) 138
sexual boundaries 103 sexuality
conflict and 124 sexualized questions 104 shortcoming
admitting 118 silence
appropriate use of 52 cultural context 20 importance of 8–9 messages conveyed by 9 small talk
effectiveness of 59 therapeutic use of 46–60 smiling 4
Social Cognitive Theory of Learning and Behaving 57
social comparison avoiding 27 social customs 77 social liberation 159 social persuasion
self-efficacy 57 socialization 97 socio-economic factors
disparities in mental health and 79
socio-economic status culture and 78 SOLER position 5
solution-focused brief therapy (SFBT) 137–9
characteristics of 138 effectiveness of 140–1 using 139
solution-focused interventions 50, 137–49
sound bites 50 South Pacific 59 space
clinical boundaries 24 invading personal 104 speech disabilities
communicating with people with 53 spirituality 27
staffing levels 97
reflective practice and 43
standards for pre-registration nursing 17
statements
self-motivational 151 stereotyping 19
eliminating 81 stimuli
responses to 57 stimulus control 159 strengths 6
stress
in mental health nursing 50 substance abuse
solution-focused brief therapy (SFBT) 138
summarizing 10 Sunrise Model 79 support
to colleagues and team members 53 supportive
facilitative interventions 63, 66–7 supportive climates
defensive climates distinguished 127
features of 127 supportive intervention
conflict resolution 134 sympathy
empathy compared 95–6 synthesis 33
systematic research 21
taking time 115 talking
with psychotic people 26 Talking with Acutely Psychotic People
25
telephone enquiries 53 temperature
room 5
Theory of Culture Care Diversity and Universality 79
therapeutic alliance 1
therapeutic communication 22–9 therapeutic encounters 24
during formal psychotherapeutic interventions 26
stress of 50
therapeutic relationship 23–4 empathy and 93
therapeutic use of self 54–9 thoughts 6, 146
Tidal Model
patient-centred theory 90 time boundaries
challenging 104 time constraints 51 time-oriented questions 11 Toffler, Alvin 50
tolerance
professional helpers 105 touch 52
clinical boundaries 24 importance in therapeutic
communication 8 transactional analysis 109 transcultural nursing 79 transcultural psychiatry 78 translation
preparing for 85
Transtheoretical Model of Change 155–6
treatment
cognitive behaviour therapy (CBT) 142
trust
role in conflict resolution 134–5 trustworthiness
professional helpers 105 truthfulness 20
unconditional positive regard 100 unhealthy compliance 121
unhelpful questions examples of 11–3 unskilled interventions 71–2 unsolicited interventions 70–1 values 19, 100
importance of 17
values-based communication 16–8 verbal aggression 121
verbal interventions 63–4 verbal prompts 3 visual disabilities
communicating with people with 53
voice 4
caring tone 26 waiting
avoiding 115 wellbeing
improving 27
through therapeutic communication 27–9
What? model of reflection 36
‘why’ questions 12–3 writing
reflective 37–9
reflective journals 39–40