Lessons 1. General Guidelines Go Go 2. Group Communication Go Go 3. Directions Go Go
Table of Contents Adopt acceptable attitudes and behaviors ◦ Courtesy ◦ Respect ◦ Sensitivity to boundaries ◦ Empathy
Table of Contents Involves being polite, gracious, helpful, and considerate Overcome personal and other issues unrelated to the job
Table of Contents Approach another person with a feeling of esteem or regard Theme in any study of communication in health care Without proper respect, communication can quickly veer towards failure.
Table of Contents Sensitivity is ability to see and appreciate the personal traits of others Sensitivity to boundaries is ability to recognize and observe the emotional and physical limits of others
Table of Contents Ability to share in someone else’s feelings or emotions Patients who are lonely or facing serious surgeries or terminal illnesses are in special need of empathy
Table of Contents Put aside all personal and cultural bias Treat all people fairly, equally, and with sensitivity Be aware that others have cultural and personal biases
Table of Contents Diversity includes the following: ▫Race ▫Gender ▫Age ▫Ethnicity ▫Socioeconomic status ▫Occupation ▫Health status ▫Religion ▫Sexual orientation
Table of Contents Constructive criticism can build people up and inspire them to do better. Non-constructive criticism serves only to tear people down and discourage them. Be prepared to accept and give constructive criticism
Table of Contents When people receive constructive criticism, they should appreciate it. People who receive criticism should avoid making excuses, getting angry, and blaming others.
Table of Contents When giving criticism, people should put themselves in the other’s place. Choose words carefully and speak kindly and considerately Allow the other person a moment to accept what is said
Table of Contents Health care workers must effectively communicate with their colleagues. Health care workers must put aside all personal prejudice and treat team members fairly and equally and so that they can communicate effectively in group situations. Successful group situations also involve an understanding of communication patterns, interaction, and participation.
Table of Contents Chain-of-communication pattern Wheel-of-communication pattern All-channel communication pattern
Table of Contents Conformity occurs when individuals change their opinions or beliefs to match that of the group. In some instances, conformity can be bad, as it may cause people to go against their beliefs and values. In the professional world, conformity can be good. It is good when people conform to behave appropriately in the professional atmosphere.
Table of Contents Understand the group goals and own roles within the group In meeting situations, group members must: ▫Be prepared. ▫Use active listening skills. ▫Focus on the discussion. ▫Share relevant ideas. ▫Respect others. ▫Follow through with assignments.
Table of Contents In the health care field, it is critical that directions are carried out correctly. In order for this to occur, directions must both be given and taken accurately.
Table of Contents When giving directions: ▫Keep instructions simple and brief ▫Give directions in a logical, chronological order ▫Adjust language and complexity to the patient’s ability ▫Have the patient restate ▫Correct any misunderstanding
Table of Contents When following directions: ▫Be diligent ▫Ask questions ▫Take notes ▫Follow through