1. Foundations of Communication

2. Communication is the act of transmitting –Information communicated –A verbal or written message –A process by which information is exchanged between individuals though a common system of symbols, signs, or behavior

3. Why Communicate? Establish and maintain relationships To persuade and change attitudes or behavior Develop an understanding of other people Problem solve

4. Elements of Communication Process Source – creator of message Message – verbal or nonverbal stimuli Interference – anything that changes the meaning of an intended message

5. Elements of Communication Process Channel –route by which messages flow between source and receiver Receiver (decoder) – individual who analyzes and interprets the message Feedback – verbal or nonverbal response the receiver sends to source of message

6. Levels of Communication Intrapersonal Communication –a. Occurs within an individual –b. Also known as self-talk, inner thought –c. Try to replace negative thinking with positive thinking Interpersonal Communication –a. One to one communication between you and another person –b. Used most often in a health care situation

7. Levels of Communication Small Group Communication –a. Interaction when a small number of people meet together –b. Communication is goal directed and requires an understanding of group dynamics Public Communication –a. Interaction with an audience –b. Requires special adaptation in eye contact, gestures, voice inflection and use of presentation material

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

9. Types of Communication Non-Verbal Communication –What is not said –Often termed body language –Helps to understand subtle meanings in what is said verbally –Non verbal messages express more of the true meaning than verbal messages

10. Communication in Health Care Health Care Workers –Communicate with one another To coordinate effective patient care share information about what has been done for the patient decide what needs to be done evaluate the patients response to treatment –Communicate with patient allows patient’s human needs to be met assists in establishing a trusting, caring relationship allows health care worker and patient to work together on a common goal

11. Barriers to Effective Communication Defense mechanisms –Compensation for another goal to achieve success –Denial –Displacement of anger –Projection –Rationalization

12. Barriers Health Care –Heavily medicated clients –Clients with hearing or visual impairments –Slang and words with double meanings –Clients with limited English –Medical Terminology –Mental or physiological condition

13. Effective Communication Verbal messages must be clear, complete, concise, courteous, and cohesive Nonverbal communication (body language) may change the message

14. Effective Listening Involves both hearing and interpreting messages Requires focusing on body language and the message being sent May be passive or active –Active listening is very important in the medical profession to gather information ( for example, when interviewing a patient for their medical history.

15. Conveying a Positive Attitude Health care professionals must be aware of their own bias and attitudes when sending and receiving both verbal and nonverbal messages to avoid interfering with quality client care

16. Positive Attitude Receiver must have trust in the sender before they accept a message If a patient feels a health care professional does not know what they are talking about, they may not accept the information or treatment

17. Positive Attitude Be willing to say “I don’t know, but I will find that information for you” when asked a question for which you do not have knowledge.