1. COMMUNICATION

2. 1. Communication: The sharing of a thought, an idea or a feeling.  a. involves a purposeful generation and transmission of a message by one person to one or more persons who receive, interpret, and respond according to the intention of the message  b. Reading, writing, listening, touching and seeing are all forms of communication

3. Purposes of communication  1. to establish and maintain relationships  2. to help problem-solve – communication is an important aspect of diagnosing and treating clients  3. to persuade and change attitudes or behaviors  4. develop an understanding of other people

4. Elements Of The Communication Process  1. sender(encoder) - creator of the message to convey information or an idea  2. message- the information, idea or thoughts  3. channel - route by which the message is sent (verbal or nonverbal)

5. Elements of the Communication Process 4. receiver(decoder) - individual who receives and interprets the message 5. feedback - response the receiver gives to the sender of the message 6. interference-anything that changes the meaning of an intended message

6. Types of Communication  A. Verbal Communication  1. Can be spoken or written  2. Depends on language: a prescribed way of using words so that people share information effectively  3.Reveals person’s intellectual development, educational level, and geographic and ethnic origin  4.Helps health care worker assess what the patient knows and feels

7. Types of Communication  B. Non-Verbal Communication  1. What is not said  2. Often termed body language  3. Helps to understand subtle meanings in what is said verbally  4. Non verbal messages express more of the true meaning than verbal messages

8. Communication in Health Care  A. Health Care Workers  1. Communicate with one another a. to coordinate effective patient care b. share information about what has been done for the patient c. decide what needs to be done d. evaluate the patients response to treatment

9. Communication in Health Care  B. Communicate with patient  a. allows patient’s human needs to be met  b. assists in establishing a trusting, caring relationship  c. allows health care worker and patient to work together on a common goal

10. Elements of effective communication  A. The message must be clear  1. Use terms that the receiver can understand  2. Medical terms must be modified or defined  B. Deliver the message in a clear and concise manner  1. Use good grammar and correct pronunciation  2. Avoid slang terms or meaningless words such as “you know” or “all that stuff”  3. Do not speak too fast or too slow  4. Written communication SHOULD have correct grammar, spelling, and punctuation.

11. Elements of effective communication  C. The receiver must be able to hear and receive the message  1. Patients may be heavily medicated, have a hearing or vision loss, or speak a different language  2. Use alternate methods of communication such as writing the message out, using an interpreter, or repeating the message

12. Elements of effective communication  D. Interruptions or distractions must be avoided  1. Trying to talk while answering the phone or writing a message will decrease the effectiveness of communication  2. Environmental factors may affect communication, (e.g. uncomfortable temperatures or a loud TV or radio may interfere with communication.)

13. Barriers to Communication  1. heavily medicated clients may not hear the message  2. patients with hearing or visual impairments may have difficulty  3. using slang and words with double meanings  4. patients with limited English ability may not receive the correct message

14. Barriers to communication  5. terminology used by the health care professional may not be understood  6. patient is difficult to understand due to language barriers and or speech impairment  7. cultural differences include different beliefs about the cause of illness and the type of treatment, eye contact and touch  8. Hearing loss  9. Impaired vision  10. Trouble speaking

15. NON-VERBAL COMMUNICATON

16. Types of nonverbal communication  A. Gestures  1. Express variety of feelings a. contempt b. hostility c. approval d. affection  2. Can be used in addition to words  3. Differ by culture

17. Side bar gestures per cultures differences Former president George W Bush during a visit to Australia tried to signal a peace sign by waving the two finger or V-sign at the crowd. He committed a major error because instead of facing his palm outwards it faced inwards. The meaning of his had gesture in Australia meant he was asking the crowd to go screw themselves.

18. Types of nonverbal communication  B. Facial Expressions  1. Most expressive part of the body  2. 7 universally accepted emotions shown a. fear b. anger c. surprise d. contempt e. disgust f. happiness g. sadness

19. Types of nonverbal communication  C. Eye Contact  1. Often initiates communication  2. Good contact means respect, a willingness to listen, and to keep communication open  3. Looking away means anxiety, defenselessness, or avoidance of communication  4. Cultural Differences a. some view eye contact as an invasion of privacy b. eye contact considered disrespectful Middle eastern, Muslim culture direct eye contact among genders

20. Types of nonverbal communication  D. Object Communication such as clothing and hairstyles  1. Healthy people with good self-esteem pay attention to dress and grooming  2. People feeling ill show much less interest in appearance and dress  3. Health Care Workers a. Uniforms clean, neat and well fitting b. If uniforms not required, clothing should be clean, neat and appropriate to the area

21. Types of nonverbal communication  E. Touch  1. Multiple meanings a. positive messages: provide affirmation, provide reassurance, share warmth, approval and emotional support b. negative messages: anger, frustration, punishment, invasion of personal space