Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Communication ELDER Project Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Objectives: Upon completion of this session, the participant will be able to… Identify barriers that effect communication exchange among providers, patients, their families, and communities. Examine some effective communication tools and techniques that will contribute to good team function. Describe how diverse styles of communication contribute to team function. Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 A Coaching Exercise Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Types of Communication Verbal Written Behavioral Gestures Facial expression Listening Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Barriers to Communication Lack of clarity/shared language Lack of training in IDT collaboration Role and leadership ambiguity Size of the team Inappropriate team composition Lack of timely exchange of information Language and cultural barriers can exists and make it difficult to understand the finer points in meanings, intentions and reactions of other team members. Decision-making and conflict resolution are also components of the communication process that have to be acknowledged by the team. Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

“Quality of Life” What does it mean to you? Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Effective Communication Tools & Techniques Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Closed Questions Focus on a specific problem Elicit limited responses Appropriate when specific information is needed quickly Example: “Have you reviewed the patient’s medications?” Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Open Questions Gives permission to say more about what they are thinking or feeling Example: “Can you tell me more about…?” Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Minimal Leads & Accurate Verbal Following Indicate interest Encourage people to talk Minimal nonverbal leads include head nodding, eye contact, and leaning toward the speaker Accurate verbal following indicates understanding Examples: “Umm”, “Hmm”, “Ah” Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Repetition Repeating one or two key words Indicates listening Encourages people to keep talking Enhances sense of being heard Does not mean agreement Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Paraphrasing & Reflecting Repeating a person’s statement in your own words Ensures the message is understood Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Clarifying Responses Helps people understand the facts Helps to understand the other person’s feelings and attitudes Helps people think about what they have just said Helps people to examine their choices and look at life patterns Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Confrontation & Honest Labeling Gently explores uncomfortable subjects Addresses distortions in reality and differences between words and actions Example: “You sound sad even though you say everything is fine” Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Integrating & Summarizing Helps ensure main concerns are understood Helps to clarify thoughts and feelings Encourages people to further explore confusing and conflicting issues Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Value of Diversity Enhances creativity Enriches individual skills and abilities Uses differences to advance goals of the team Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Contributions to the Team Diverse professional perspectives Different personalities that influence interactions Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

What do you contribute to the team? Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858 Reference The content covered in this presentation is provided by: GITT Resource Center of the John A. Hartford Foundation Geriatric Interdisciplinary Team Training Program. (2003). GITT. New York: New York Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

Power Point Presentation Created By: Joyce Cunneen, MSN, RN Fairfield University School of Nursing ELDER Project Education Coordinator Monica Starr, BSN, RN ELDER Project Program Coordinator Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858