The Core Skills Of Nurses Communication With Angry Patients And Training Effect Comparison

Objective：This study aims to establish nursing staff core skills in communicating with patientswith anger and standardize processes; Seeking different ways of training nursing studentswith angry patients communication skills, making FLASH multimedia animation demoplatform and verify that the training effect.Methods:This study through the literature review, clinical information collection and referencethe enhanced Calgary-Cambridge guide communication, and Delphi expert consultationmethod is used to establish "nursing staff and patients with anger communication core skillsand standard process"; Through literature research, questionnaire method and FLASH8.0software platform developed training demo animation; Randomized controlled method isadopted for a certain3armour hospital grade in2012,100nursing interns for four-weekstudy, specific research way is: two groups of nursing students in nursing patients withanger communication core skills and standardize the process analysis and research on thecontrol of the before and after the training, to adopt the animation methods training andtheory teaching but not with animation training analysis two groups of training effect ofnursing students, including the use of evaluation tools for the targeted evaluation scenariosand progress review.Results:1This study nursing staff to communicate with patients with anger the core skills andprocess as follows:(1) Initial stages:communication expresses the emotional reaction of the patients withpositive identification, and application of transfer or criticism and more concern of verbaland nonverbal behavior in patients with stable mood, ready for self protection.(2) To collect information and confirm the requirements phase: communication application guidance method and the right to ask questions during the process of skills aswell as the application of active listening skills such as attitude and nod, silence right tocollect effective information, identify and understand the patient’s needs, fears and hopes tofind the breakthrough point, fusion patients view to achieve empathy and review.(3) Establish constructive partnership and cooperation with patients with sexual stage:encourage two-way communication, application respect, touching,eye contact technologyand explanation method to quell the contradiction between nurses and patients, to confirmthe solution.(4) Communication to end stage: immediate action or to help the implementation ofthe solution, cure patients required knowledge. nursing support, thank you understanding ofpatients.2Developed patient communication core skills training for nursing staff and anger andstandardize the process of FLASH multimedia animation demo platform, and through thequestionnaire survey its innovative, strong practicability and good effect of training aresusceptible to nursing students accept and love. Selected and made assessment of nursingstaff and patients with anger communication core skills assessment scenarios and progressreview.3Application to establish training evaluation methods and research of the animation,to practice nursing students in nursing patients with anger at the heart of the communicationskills and norms comparative study on the training process, the results show that twogroups of nursing students in nursing patients with anger communication core skills andstandardize the process before the training, communication ability is generally low, nursesand patients there was no statistically significant difference between the two groups (P>0.05); And communication skills have improved significantly after the training, the twogroups before and after their training difference was statistically significant (P <0.05);Animation training nursing students of the experimental group with training, improve theircommunication ability than the animation training and use theory to teach nursing studentsof control group increased more significantly, especially in empathy technology and theapplication of listening skills, the difference was statistically significant (P <0.05).Conclusion:This study to determine the nursing staff to communicate with patients with anger core skills and specification processes can be used as a protector of communication teachingcontents used in the medical colleges and nursing students in the course of medicalinstitutions, can also be used as a communication nurse training of nursing staff continue toeducation materials; Developed animation method can better training as training to improvenurses’ communication ability of nurses and patients, this way, practicability, pertinence andconvenient easy to implement, can in a relatively short time has made significant effect,really promoted the further development of communication education nurses and patients.