1. COMMUNICATION

2. Communication Defined: http://www.merriam- webster.com/dictionary/communication a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior

3. How we communicate Sender Message Receiver

4. To whom may we communicate with? Patients Your partner Other EMS personnel Fire Law enforcement Hospital personnel Bystanders

5. Family Friends Methods we use Verbal Nonverbal Body language Written Visual

6. When we communicate According to research 55% is by body language gestures, expressions, posture 38% is our voice quality, tone, inflections

7. Definition of INFLECTION 1 : the act or result of curving or bending : BEND BEND 2 : change in pitch or loudness of the voice 3 a : the change of form that words undergo to mark such distinctions as those of case, gender, number, tense, person, mood, or voice

8. 7% of messages is transmitted by the specific words used

9. Barriers to Communication Physical walls doors distance territories zones

10. Perceptual we all perceive things differently Emotional fear mistrust suspicion

11. Cultural Cultural Diversity http://blog.joytours.com/2012/12/20/the-role- of-eye-contact-in-different-cultures/ Language Gender

12. Interpersonal Individualattitudes beliefs dislikes Strategies for Effective Communication Speak clearly Know your audience

13. Maintain an open mind Maintain professionalism Active listening Interact; listen intently, ask questions and react in an empathetic, caring while maintaining professionalism Tactfully and diplomatically point out discrepancies

14. Interpersonal Communication Communicating and interacting in a group

15. Therapeutic Communication Defined: Face-to-face communication, focuses on advancing the physical and emotional well- being of a patient. Three objectives: Collecting information Assessing behavior Educating All work to…………..

16. ESTABLISH TRUST Research has proven………..

17. What we say to our patients can make a big difference in their ability to manage their illness or injury

18. Interviewing Introduce yourself and your level of training Learn and address your patient appropriately and by preferred name Eye level Ask one question at a time Allow time to respond Listen carefully and intently Repeat answers when appropriate

19. Interviewing is individualistic and comes with time and experience Transfer of Care EMR EMR EMR EMT-B EMR EMT-P Continuity of Care

20. Radio Communications Base Radios Repeaters Portable Radios Cell Phones 800 system