General communication aspects(2828. Milic MM, Puntillo K, Turner K, Joseph D, Peters N, Ryan R, et al. Communicating with patients’ families and physicians about prognosis and goals of care. Am J Crit Care [Internet]. 2015;24(4):e56-e64. Available from: https://doi.org/10.4037/ajcc2015855 https://doi.org/10.4037/ajcc2015855...
,3232. Hermann RM, Long E, Trotta RL. Improving patients’ experiences communicating with nurses and providers in the emergency department. J Emerg Nurs [Internet]. 2019 [cited 2022 Mar 16];45(5):523-30. Available from: https://bit.ly/3JyHCsR https://bit.ly/3JyHCsR...
33. Alves KYA, Bezerril MS, Salvador PTCO, Feijão AR, Santos VEP. Effective communication in nursing in the light of Jürgen Habermas. REME Rev Min Enferm [Internet]. 2018 [cited 2022 Mar 16];22:e-1147. Available from: https://bit.ly/3ibHt2e https://bit.ly/3ibHt2e...
34. Borges JWP, Moreira TMM, Silva DB, Loureiro AMO, Menezes AVB. Adult nursing-patient relationship: integrative review oriented by the king interpersonal system. Rev Enferm UFPE Online [Internet]. 2017 [cited 2022 Mar 16];11(4):1769-78. Available from: https://bit.ly/3ibAUNl https://bit.ly/3ibAUNl...
35. Moreira MDS, Gaíva MAM. Communication of the nurse with the mother/family in the nursing appointment to the child. Ciênc Cuid Saúde [Internet]. 2016 [cited 2022 Mar 16];15(4):677-84. Available from: https://bit.ly/3tgRXDS https://bit.ly/3tgRXDS...
36. Söderlund M, Cronqvist A, Norberg A, Ternestedt BM, Hansebo G. Conversations between persons with dementia disease living in nursing homes and nurses – qualitative evaluation of an intervention with the validation method. Scand J Caring Sci [Internet]. 2016 [cited 2022 Mar 16];30(1):37-47. Available from: https://bit.ly/3IikNIb https://bit.ly/3IikNIb...
-3737. Pulkkinen M, Junttila K, Lindwall L. The perioperative dialogue – a model of caring for the patient undergoing a hip or a knee replacement surgery under spinal anaesthesia. Scand J Caring Sci [Internet]. 2016 [cited 2022 Mar 16];30(1):145-53. Available from: https://bit.ly/3q8uJ0U https://bit.ly/3q8uJ0U...
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Search for visual contact and entire focus on the patient;
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Clarity and objectivity;
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Adaptable to the receiver’s knowledge level and to their needs;
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Appreciation of doubts and respect towards the receiver, showing interest and free from judgments;
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Guaranteeing a space for the receiver to speak, without interruptions;
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Provision of explicit instructions, keeping the patient informed and repeating what was said;
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Use of techniques aimed at improving efficiency of the communication process, such as: open questions, reflection statements, and hope and concern statements.
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Intercultural Communication(2727. Yakar HK, Alpar SE. Intercultural communication competence of nurses providing care for patients from different cultures. Int J Caring Sci [Internet]. 2018;11(3):1743- 55. Available from: https://bit.ly/3IggIV6 https://bit.ly/3IggIV6...
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Collection of the maximum information possible about individuals with different cultural characteristics and understanding the essence of
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Translation of the content provided to the language spoken by the patient.
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NURSE(2828. Milic MM, Puntillo K, Turner K, Joseph D, Peters N, Ryan R, et al. Communicating with patients’ families and physicians about prognosis and goals of care. Am J Crit Care [Internet]. 2015;24(4):e56-e64. Available from: https://doi.org/10.4037/ajcc2015855 https://doi.org/10.4037/ajcc2015855...
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Show empathy as a response to the expression of emotions;
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Name, understand, respect, offer support and explore the patient’s emotions.
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Tell me more(2828. Milic MM, Puntillo K, Turner K, Joseph D, Peters N, Ryan R, et al. Communicating with patients’ families and physicians about prognosis and goals of care. Am J Crit Care [Internet]. 2015;24(4):e56-e64. Available from: https://doi.org/10.4037/ajcc2015855 https://doi.org/10.4037/ajcc2015855...
):
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Ask-Tell-Ask(2828. Milic MM, Puntillo K, Turner K, Joseph D, Peters N, Ryan R, et al. Communicating with patients’ families and physicians about prognosis and goals of care. Am J Crit Care [Internet]. 2015;24(4):e56-e64. Available from: https://doi.org/10.4037/ajcc2015855 https://doi.org/10.4037/ajcc2015855...
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Obtain due permission to present information;
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Present information clearly;
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Verify understanding or agreement.
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Therapeutic Communication(2929. Andrade KCS, Ferraz FF, Marques DKA, Lucena ALR, Costa KNFM. Therapeutic communication basicinstrument in hospitalized children. Rev Enferm UFPE Online [Internet]. 2015 [cited 2022 Mar 16];9(11):9784-92. Available from: https://bit.ly/34SUvPi https://bit.ly/34SUvPi...
):
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Communicating Bad News(33. Fontes CMB, Menezes DV, Borgato MH, Luiz MR. Communicating bad news: an integrative review of the nursing literature. Rev Bras Enferm [Internet]. 2017 [cited 2022 Mar 16];70(5):1089-95. Available from: https://doi.org/10.1590/0034-7167-2016-0143 https://doi.org/10.1590/0034-7167-2016-0...
,3030. Santos BS, Macêdo TS, Araújo DV, Galindo NM Neto, Barros LM, Frota NM. Effectiveness of educational video on peripheral venous puncture for Portuguese-speaking student nurses. Rev Enferm UERJ [Internet]. 2021 [cited 2022 Mar 16];29:e53215. Available from: https://bit.ly/36utYIA https://bit.ly/36utYIA...
-3131. Rocha L, Melo C, Costa R, Anders JC. The communication of bad news by nurses in the context of obstetric care. REME Rev Min Enferm [Internet]. 2016 [cited 2022 Mar 16];20:e981. Available from: https://bit.ly/3JcIFhL https://bit.ly/3JcIFhL...
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Provision of emotional support;
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Paying attention to the environment where the receiver is;
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Knowing when not to speak, knowing how to listen, resorting to an affectionate touch, establishing visual contact and expressing feelings;
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Bad news should be transmitted clearly, gradually and in a detailed manner, with truth and objectivity, without punishments or omissions and without resorting to technical terms, jargons or ambiguities;
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Use of protocols such as SPIKES;
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Stimulating hope based on reality;
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