1.02 Factors that affect communication

Factors that affect communication Influences Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Frustrations – Impatience, anger, annoyance. Life Experiences – Shared Experiences. 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings Discuss how feelings influence communication Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings influence communication Frustrations Emotions Discuss how emotions influence Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings influence communication Frustrations Emotions influence Life Experiences Discuss how life experiences influence communication Common Interests Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare workers Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Barriers to Communication Sender Barriers Receiver Message Barriers Feedback Absent or Distorted Barriers make it difficult to: send a clear message understand message being sent provide appropriate feedback 1.02 Understand effective communication

Barriers to Communication Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory impairment Speech impairment Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory impairment Speech impairment Cultural Language differences Health practices and beliefs Religions Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory Impairment Speech impairment Cultural Language differences Health practices and beliefs Religions Environmental Activity level Comfort level Noise arrangement Time Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication