Lines of Communication with patients Elham Abd El-Kader Fayad Professor of Psychiatric & Mental Health Nursing

Healthcare providers must ensure that their patients are truly informed educated and know what to expect from their medical procedures. Such as approach providers many benefits, including:

Improving patient satisfaction. Creating greater operational efficiencies. Managing risk and reducing litigation.

Building stronger relationships with patients; and Supporting efforts to reduce errors and improve outcomes.

So, it is important to evaluate and refine the communication styles of health care providers to suit health patient’s needs.

Various types of communication channels Downward Upward Horizontal Informal

Downward Communication Is composed of messages flowing from higher to lower levels of an organization and often suffers from: *Message not being received. *Information overload.

*Organizational bypassing. *Distortion or filtering. *Providing the wrong information. *Not using communication as a motivational tool

Upward Communication Is composed of messages flowing from lower to higher levels of an organization and often suffers from: -Substantial distortion emphasizing cogititiveness instead of accuracy.

-Discouragement by management. -Intimidation of employees and management. -Lack of apparent management interest.

Horizontal Communication Is composed of messages exchanged between peers within organizations and often suffers from: -Lack of encouragement by management. -Specialization among peers.

Informal Communication Is composed of messages exchanged among organizational members in ways other than official communication channels and often damages formal communications by communicating inaccurate or distorted information.

Dynamic Skills in Interpersonal Communication Active listening. Assertiveness. Defensive and supportive communication.

Developing Active Listening Skills Being Non-evaluative. Paraphrasing the presented content (thought and/or feelings).

Reflecting the implications. Reflecting the underlying feelings. Inviting further contributions. Using non-verbal listening responses.

Elements of Active Listening Let the client take the lead. Seek clarification. When in double, listen.

Problems in Active Listening The length of the message. Rounding off the message. Expectations. Faking attention

External preoccupation. Self-consciousness. Wasting thought power

Focusing only on facts or details. Focusing on the speaker’s. Personal characteristics.

Assertiveness Positive influence. Attentive listening behavior. Generally assured manner, communicating caring and strength. Firm, warm, well modulated relaxed vice.

Open, frank, direct. Eye contact, but not staring. Well balanced, straight on, relaxed. Relaxed motions.

Non-assertive Non influence. Verbal apologetic words. Nonverbal actions instead of words. Vice weak, hesitant, soft.

Eyes: averted, teary, pleading Stance & posture hands: Leaning for support, excessive head nodding. fluttery, clammy.

Aggressive Negative influence. Exaggerated show of strength, sarcastic style. Air superiority. tensed., loud, shaky, cold, deadly quit, demanding superior.

Eyes expressionless. Narrowed, cld, starting, not really seeing others. Hands on hips, feet apart. Stiff, rigid rude. Clenched, abrupt gestures, fingerpointing, fist pounding.

Skills Building: Becoming mre Assertive Three are several techniques you may find useful in improving your assertive style these include: *The use of an “I-statement”

*Examine your attitude toward your own and others right. *Get feedback about your behavior. *Know that sometimes you may choose not to be assertive.

Defensive and Supportive Communication Categories f behavior characteristic of supportive and defensive climates

Defensive Climate Evaluation. Control. Strategy. Neutrality. Superiority. Certainty.

Supportive Climate Description. Problem orientation. Spontaneity. Empathy. Equality. Provisionally

Ways of improving Human Relationships Techniques for improving relationships with others include: Dimension: Methods for improvement.

Attraction Avoid complaining. Take a cooperative approach as if you like your work Treat others as equals Demonstrate liking for others Use active listening techniques

Dominance Control rewards or punishments. Create obligations. Control the environment. Exert legitimate power. Use reason.

Involvement Try to reach “Unreachable” people. Use leveling. Use self-disclosure

Effective listening: The HEAR Formula To be helpful. To be empathic. To be attentive. To be responsive

To be helpful Minimize waiting time. Act unhurried. Make the environment attractive. Eliminate potential distractions. Invite future interactions.

To be empathic Show that the other’s feelings are understood. Show that other’s person is cared abut. Use active listening techniques.

To be attentive Suspend your reactins. Show understanding before disagreeing. Paraphrase and summarize.

To be responsive Maintain eye contact. Use nonverbal reinforcement Ask questions Let the other person talk.

Your personal experiences & reflections. Your sense of hw people get their needs met. Your interests, values.

Theories & Techniques of Communication Underlying principles of behavior. Focus of intervention: feelings, behaviors, and/or thoughts techniques.

Your work environment Who do you serve? What are their needs? What are your responsibilities to them?

Making necessary adjustments Make on extra effort to build trust. Be aware of changing dynamics Empower your patients Manage patient expectations. Provide more information in less time.