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Client communication Unit B. Communicating effectively is important! Health care worker must be able to relate to patients, families, co- workers, and.

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Presentation on theme: "Client communication Unit B. Communicating effectively is important! Health care worker must be able to relate to patients, families, co- workers, and."— Presentation transcript:

1 Client communication Unit B

2 Communicating effectively is important! Health care worker must be able to relate to patients, families, co- workers, and other professionals. Understanding communication skills will assist a person that is trying to relate effectively Communication- is an exchange of information, thoughts, ideas and feelings.


4 Senders way 45% spoken 55% nonverbal Next slide Feedback-senders way






10 Assignment Worksheet (7:4) Effective Communications Intro 1 and 2.

11 I Messages See packet

12 I messages…. See handout (pg97) State your feelings –whether positive or negative –directly and honestly. 3 parts –Description of persons behavior –How the behavior made you feel –Explanation –(4) how you would like to see the behavior change

13 I Messages Write your response to the following health care situations using I messages. A young patient has been flirting with you and asks you on a date. A patient asks you a personal question about your family. You are talking with a patient who has just been diagnosed with lung cancer. Your supervisor asks you to work a double shift for the third time this week. You walk into the break room to find a co-worker eating your lunch. You are very upset because a patient you cared about has died, and one of your co-workers wont stop talking to you. Your supervisor has just informed you that you have been given a raise. A pediatric patient that you have grown close to is being discharged. You are very upset about something you saw another health care worker do a patient, and you cant seem to get your supervisor to stop what he is doing long enough to listen to you. A patient tries to convince you to accept her religious views.

14 Unit 7:4 Effective Communication Complete 1 thru 3f from worksheet on pkt Do the next page….Data Compliance test

15 Listening 1) Essential part of Effective communication 2) means to pay attention 3) good listening requires a. Convey a sincere interest and concern B. Must be alert. Eye contact C. Must have an open mind

16 Listening cont… 4) observe speaker closely: watch for action that contradict what is said 5) Reflect statement back a. Lets the speaker know statements are being heard b. Allows speaker to clarify message



19 Backward Communication Activity that will demonstrate the different aspects of communications: message, transmission, understanding and feedback!

20 Bell Complete the Right side of the 7:4 worksheet

21 Non verbal communication Use of facial expressions, body language, and touch to convey messages or ideas. 2 different messages are sent if a person is smiling while say I am so angry. You are conveying messages with a smile, a frown, a wink, a shrug of the shoulders, a bored expression, a tapping of the fingers, A touch of the hand, pat on the back, firm handshake and a hug can convey more interest and caring then a kind word When verbal and nonverbal messages agree the receiver is more likely to understand the message being sent




25 Have students participate in the Trust Walk. Divide the class into pairs. Once the activity begins, instruct students that one member of the pair will be mute and the other blind. Use a blindfold on one member of the pair. In the activity, the non-speaking partner will lead the blind partner around the school. It is preferred that the teacher lead the entire class in a line of pairs. The blind student should put his/her hands the shoulder of the mute partner who is doing the leading. The teacher will lead the group around the school, going over obstacles, in and out of the school, etc. The leading (mute) student cannot speak, and must use non-verbal behavior to communicate directions to his/her partner. On the way back to the classroom, partners should switch roles.

26 Trust Walk Need a face mask-write your name in ink or with a marker Choose a partner (one of you) Use the mask to cover your eyes One be the guide. Form a line and follow me!



29 Circle Map-Defining in Context Culture Can Be Taught Passed on from generation to generation Values, Beliefs, Attitudes Social in Nature Characteristics of Culture


31 Complete work sheet Cultural Berries…find out from your parents/grands who/what you are!

32 Bead activity…. Who are the people around me? Answer the question(s) asked by placing one appropriately colored bead in your cup African Americans---Red Asian Americans---orange European Americans---Yellow Hispanic Americans---Green Middle Eastern Americans---Purple Native Americans---Blue Pacific Islander---White




36 Assignment Complete worksheet…Barriers to Communication. See text page 89

37 Defense Mechanisms-unconscious with an acts that help a person deal unpleasant situation. Provide a method for maintaining self-esteem = Denial = Daydreaming = Rationalization = Projection = Repression = Withdrawal = Displacement = Compensation

38 DEFENSEDESCRIPTIONEXAMPLE denial arguing against an anxiety provoking stimuli by stating it doesn't exist denying that your physician's diagnosis of cancer is correct and seeking a second opinion displace ment taking out impulses on a less threatening target slamming a door instead of hitting as person, yelling at your spouse after an argument with your boss projection placing unacceptable impulses in yourself onto someone else when losing an argument, you state "You're just Stupid;" homophobia rationaliz ation supplying a logical or rational reason as opposed to the real reason stating that you were fired because you didn't kiss up the boss, when the real reason was your poor performance Ego defenses are not necessarily unhealthy as you can see by the Defense Mechanisms

39 repression pulling into the unconscious forgetting sexual abuse from your childhood due to the trauma and anxiety sublimation acting out unacceptable impulses in a socially acceptable way sublimating your aggressive impulses toward a career as a boxer; becoming a surgeon because of your desire to cut; lifting weights to release 'pent up' energy suppression pushing into the unconscious trying to forget something that causes you anxiety Defense/Description/Example

40 Complete worksheet…Defense Mechanisms (some may have more than one answer)-text pages 254- 255

41 Bellringer…. Make sure all of information is complete on the Cultural Diversity Worksheet Be prepared to share…. See pages 223-229

42 Myths on Aging (10:1) Institution? 65? Incompetent? Poverty? Unhappy/lonely?

43 Myth or Fact?. Age and Life expectancy 1. Aging is a process that begins at birth and end with death 2 Normal process 3. Few people want to grow old ? Myth: Most older people are cared for in institutions or long- term care facilities Fact: ? Myth: Any one over a certain age is old such as 65. Fact: ?Myth: Elderly people are incompetent and incapable of making decisions or handling their own affairs Fact: ?Myth: All elderly people live in poverty. Fact: ?Myth: Older people are unhappy and lonely. Fact: ?Myth: Elderly individuals do not want to work-they want to retire, and have no interest in work... Fact: ?Myth: Retired people are bored and have nothing to do with their lives. Fact:

44 Aging/Psychological Changes Work and Retirement Social Relationships Living Environment Independence Disease and Disability (text Chapter 10- page 284)

45 Answer Questions… About the physical changes-from 10:2(starting on page 278) Text page 294 4 a-f

46 Recording and Reporting

47 Making Observations Sense of sight –Color of skin –Swelling, edema –Rash, sores –Color of urine, stool –Amount of food eaten –Etc.

48 Making Observations Sense of smell –Body odor –Unusual odors of breath, wounds, urine or stool

49 Making Observations Sense of touch –Pulse –Skin dryness or temperature –Perspiration –Swelling

50 Making Observations Sense of hearing –Used while listening to respirations, abnormal body sounds, coughs, speech

51 Two Types of Observations Subjective –symptoms, cannot be seen or felt –statements by patient Objective –signs that can be seen or measured –bruise, cut, rash, B/P

52 Basic Rules for Recording (outline 8… Recorded information must be accurate, concise and complete Writing should be neat and legible Spelling and grammar must be correct Only objective observations should be noted

53 Basic Rules for Recording Record statements in patients own words, in quotation marks Sign with name and title Errors – cross out neatly with straight line, error and initials c/o pain in neck neck

54 HIPAA Strict standards for maintaining confidentiality of health care records Patients must be able to see/obtain their records, and control who sees them Health care workers must protect privacy of patient records

55 Recording and Reporting Health care workers must listen carefully AND make observations. They use their senses to: See Color of skin, swelling or edema Presence of rash or sore Color of urine or stool Amount of food eaten Smell Body odor Unusual odors of breath, wounds, urine or stool Touch Pulse Dryness or temperature of skin Perspiration Swelling Hearing Respirations Abnormal body sounds Coughs Speech

56 Observations should be reported accurately – use facts and report what you saw, not the reasons. NOT – Mr. Ruiz is in pain. INSTEAD – Mr. Ruiz is moaning and holding his side. Observations on a patients health record (chart) should be accurate, concise, and complete. Objective observations – what was seen. DO NOT record what you feel or think. If a patients statement is recorded, use the patients words and use quotation marks. Sign entries with name and title of the person recording the information. Cross out errors neatly with a straight line, write error, and initial error.

57 Test review Chapters… 10 all 4:3 chapter 9:2 9:3 and 9:4

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