EFFECTIVE COMMUNICATION Objectives: Identify and practice components of effective communication Adapt communication to the needs of the individual Examine and practice non-verbal forms of communication Examine and explain importance of non-verbal behaviors in the communications process Distinguish between therapeutic and non-therapeutic communications Essential Questions: How does lack of communication skills affect the delivery of health care? How do non-verbal forms of communication affct the delivery of healthc care? How would you adapt communication for a patient with a visual or hearing impairment? With aphasia http://www.youtube.com/watch?v=BopgWulwfGo

Factors of Communication Communication is the exchange of information, thoughts, and ideas Occurs: Verbally Nonverbally Written Sender Creates a message Message Information, ideas, thoughts Receiver Person for whom message is intended

Factors Interfering with Communication Process Message must be clear Use terms easily understood Avoid use of slang or words with more than one meaning Modify, define, substitute other words to avoid confusion

Factors Interfering with Communication Process Sender must deliver message effectively Be clear and concise Use correct pronunciation and good grammar Avoid meaningless terms Watch tone and pitch of voice Watch rate or speed of speaking

Factors Interfering with Communication Process Receiver must be able to receive the message Heavily medicated patients Hearing or visual impairments Limited English

Factors Interfering with Communication Process Receiver must be able to understand message Avoid use of unfamiliar terminology Receiver’s attitude & prejudices can interfere Be aware of own prejudices & attitudes

Factors Interfering with Communication Process Interruptions or distractions Loud noises, bright lights or uncomfortable temps Keep at minimum

ACTIVE LISTENING Pay attention to and make an effort to hear what other person is saying Convey a sincerer interest & concern in what person is saying Be alert & maintain eye contact with speaker Have open mind, free of prejudice & personal views

LISTENING Observe speaker for actions contradicting what person is saying Use reflective statements Use open-ended questions

NONVERBAL COMMUNICATIONS Use of facial expressions, gestures, body language, & touch to convey messages or ideas When verbal & nonverbal messages agree, receive more likely to understand message Touch of hand, pat on back, and hug can convey more interest & caring than words

BARRIERS TO COMMUNICATION Physical disabilities Hearing loss Improve communication with body language Impaired vision Improve communication by tone of voice, announcing presence, explain sounds

BARRIERS TO COMMUNICATION Physical disabilities, cont Aphasia or speech impairments Difficulty with spoken and written communications Difficulty remembering or pronouncing words May have slurred or distorted speech Improve communication with patience, encouragement

BARRIERS TO COMMUNICATION Psychological barriers Caused by prejudice, attitudes, personality Negative attitude and anger can be caused by fear Judgment of others based on appearance, lifestyle, socioeconomic status Improve communication by remembering each person had right to good and considerate care and allow patients to express fears or anger

BARRIERS TO COMMUNICATION Cultural diversity Culture: values, beliefs, attitudes, customs shared by a group of people Some groups have beliefs & practices regarding health & illness which should be respected Language differences May avoid eye contact Not telling patient about terminal illness Definition of or use of touch

Recording and Reporting Listen to patient while making objective observations All senses used to make observations: Sight Color of skin, swelling, rash, etc Smell Body, breath, wound odor Touch Pulse, temp Hearing Respirations, coughs, speech

Recording and Reporting Observations should be reported promptly & accurately Subjective observations: Patient’s statements Report in exact words Objective observations: An observation made about patient Is measurable

Recording and Reporting Recorded observations must be; Accurate, concise, complete Writing should be neat & legible Use correct spelling & grammar Record only objective observations Signed and dated Errors; Cross out neatly with straight line Record “error” by it Initials and date

4 Benefits of Good Communication Patients feel accepted Feel others have interest and concern in them Feel free to express ideas & fears Develop confidence in HCW Fell receiving quality health care