1. Communication

2. The sharing of a thought, idea or feeling Definition Different forms of communication: Reading Writing Listening Touching Seeing

3. Elements of the Communication Process Sender- creator of the message Message- the information Channel- the route Receiver- individual who interprets the info Feedback- response the receiver gives to the sender Interference- anything that changes the meaning

4. Verbal - Can be spoken or written - Helps the healthcare worker assess what the patient knows and feels Non-Verbal - What is not said - Body language - Non verbal messages express more of the true meaning Types of Communication 7% Spoken Word 38% Tone of Voice 55% Body Language

5. Barriers to Communication Heavily medicated patients Hearing or Visually Impaired Using slang words Language Barriers/ Limited English Terminology Cultural Differences

6. Conveying a Positive Attitude HCW need to be aware of their own bias and attitudes The receiver must have trust in the HCW HCW needs to be willing to say: “I don’t know, but I will try to find that information for you”

8. Nonverbal Communication 1. Gestures4. Eye Contact 2. Body Language &5. Object postureCommunication 3. Facial Expressions 6. Touch

9. Gestures Differ by culture Can be used in addition to words Express variety of feelings Thumbs up! Wave Wink

10. Facial Expressions Most expressive part of the body 6 (+1) universal emotions shown! Fear Surprise Anger *Contempt Disgust Happiness Sadness

11. Eye Contact Often initiates communication Means respect and a willingness to listen Looking away means anxiety, or avoidance of communication Cultural Differences - some view eye contact as an invasion of privacy - it can be considered disrespectful

12. Object Communication Clothing and Hairstyles Healthy people with good self- esteem pay attention to dress and grooming. People feeling ill show less interest in appearance and dress. HCW should: have uniforms clean, neat and fit well; appear appropriate

13. Touch Multiple Meanings Positive Messages - reassurance - share warmth - approval - emotional support Negative Messages - anger - frustration - punishment - invasion of personal space