1. Health Team Relations 1st & 2nd Block Instructor: Melissa Lewis
Communication
Health Team Relations
1st & 2nd Block
Instructor: Melissa Lewis

2. Communication: 1. Verbal 2. Nonverbal
*Nonverbals are more important than verbals.
*Nonverbals and verbals need to ALWAYS be sending the same message!

3. Communication Process:
1. Sender: The person who starts that message
2. Message: The information that is being transmitted
3. Medium: The form of the message
4. Receiver: The person who receives the message
5. Feedback: The response of the receiver back to the sender

4. Factors that Interfere with Communication:
1. The message must be clear (HC workers should not use medical terminology. They should use layman’s terms.
2. The sender must deliver the message in a clear and concise manner. (Avoid slang words. No “you know, um, ok”) Speak not too loud or soft, write in good grammar/punctuation
3. The receiver must be able to hear and receive the message (patients who are heavily medicated, hearing/vision impaired/language barriers)

5. Factors that Interfere with Communication:
4. The receiver must be able to understand the message
5. Interruptions or distractions must be avoided (use familiar language/terminology, ask questions to make sure that they understand)

6. Listening: 1. Show interest and concern for what the speaker is saying
2. Be alert and maintain eye contact with the speaker
3. Avoid interrupting the speaker
4. Pay attention to what the speaker is saying
5. Avoid thinking about how you are going to respond
6. Try to eliminate our own prejudices and see the other person’s point of view

7. Listening cont…:
7. Eliminate distractions by moving to a quiet areafor the conversations
8. Watch the speaker closely to observe actions that may contradict what the person is saying
9. Reflect statements back to the speaker to let the speaker know that statements are being heard
10. Ask questions if you do not understand part of a message
11. Keep your temper under control and maintain positive attitude

8. Non-Verbal Communications:
Facial expressions
Body language
Gestures
Eye contact
Touch to convey messages or ideas

9. Barriers to Communications:
1. Physical disabilities: Deafness, blindness, aphasia (be patient, encourage them, let them point, or write, ask questions that require short answers
2. Psychological barriers: Prejudges, stereotyping
3. Cultural Diversity
Different cultures have different ideas about the causes of illnesses/diseases
Language barriers
Eye contact not acceptable in some cultures (respectful to look down)
Inappropriate touch (only family members can provide personal care, no touching head, etc.)

10. Health Care Workers Should respect and accept cultural diversity
When beliefs of your patient’s are different than your own…..there has to be open communication
To provide quality patient care HC workers do not have to believe the different values, but they MUST respect them