1. 7
Principles of Effective Communication

2. Objectives Define the following terms: Base station radio
Body language
Communication
Interpersonal communication
Message
Portable radio
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3. Objectives Define the following terms: Receiver Repeater Sender
Therapeutic communication
Transfer of care
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4. Objectives State the four types of communication.
Describe the components of communication.
Describe common barriers to effective communication.
Describe the strategies for effective communication.
Describe the characteristics of therapeutic communication.
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5. Objectives
Describe the elements of an appropriate verbal transfer of care.
Describe strategies for successful interviewing.
Describe strategies for successful communication specific to pediatric and geriatric populations.
Identify common communication devices used in EMS.
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6. Objectives Describe the proper technique for communicating via radio.
Demonstrate effective communication strategies when dealing with instructional staff, classmates, and simulated patients.
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7. Objectives
Utilize therapeutic communication strategies to establish effective relationships with classmates and simulated patients.
Deliver an appropriate verbal transfer of care following a simulated patient encounter.
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8. Objectives Demonstrate proper technique when communicating via radio.
Model sensitivity to cultural/age differences in all communications.

9. Topics
What is Communication? Types of Communication The Communication Process Transfer of Care Radio Communications

10. WHAT IS COMMUNICATION?

11. What Is Communication? The activity of conveying information
Individuals with whom you will likely be expected to communicate:
Patients
Your partner
Other EMS personnel
Fire personnel
Law enforcement personnel
Talking Point: Have students share good and poor communication experiences and state why they are good or bad.

12. What Is Communication?
Individuals with whom you will likely be expected to communicate:
Hospital personnel
Bystanders
Family members
Friends of patients
Discussion Question: How might good communication assist your patient?
Critical Thinking: Considering a death situation, how can good communication skills affect a moment of tragedy?

13. What Is Communication?
Emergencies are stressful situations for the patient, family members, and bystanders.
How you relay information will leave a big impression, not only of yourself, but of your department and profession.

14. Think About It
How can the way you communicate information during an emergency impact:
The patient's family members?
Bystanders?
Other responders?
What are ways the EMR can help minimize miscommunication?
Class Activity: Have students work in pairs to simulate patient assessments modeling good communication techniques.

15. TYPES OF COMMUNICATION

16. Types of Communication
Verbal
Words and sounds that make up language we speak
Nonverbal
Body language, eye contact, and gestures
Class Activity: Have students work in pairs to practice saying the same phrase verbally but using different nonverbal cues. Discuss as a class how the overall meaning changes when nonverbal cues change.

17. Types of Communication
Written
Use of letters and words to express language we speak
Visual
Signs, symbols, and designs
Class Activity: Have students work in pairs to practice saying the same phrase verbally but using different nonverbal cues. Discuss as a class how the overall meaning changes when nonverbal cues change.

18. Think About It
Which type of communication is most important when working with:
Patients, including children?
Bystanders?
Partner?
Discussion Question: How does the EMR's tone of voice influence effective communication? How can tone of voice help an EMR improve overall communication?

19. THE COMMUNICATION PROCESS

20. The Communication Process
Sender
The one who is introducing new thought or concept or initiating communication process
Message
Thought, concept, idea being transmitted
Receiver
The one for whom message is intended
Talking Point: Developing good communication and interviewing skills takes time and practice.

21. Figure 7.1 A message must pass through many steps in the communication process.

22. The Communication Process
Transmitting the Message
55% body language
Gestures, expressions, posture, and physical manifestations
38% voice
Quality, tone, inflections
7% words used
Teaching Tip: Emphasize patience and creativity in communicating. Haste and narrow thinking often cause communication problems.

23. Figure 7.2 The majority of communication is delivered through body language.

24. The Communication Process
Barriers to Communication
Physical
Perceptual
Emotional
Cultural
Language
Gender
Interpersonal
Discussion Question: How might cultural differences contribute to problems with communication? What strategies can the EMR use to help with language barriers? Discuss other factors that affect the interviewing process.

25. The Communication Process
Strategies for Effective Communication
Speak clearly and use words and terminology receiver will understand.
Keep open mind and resist urge to be defensive.
Become active listener.
Be assertive, especially when safety is at stake.
Talking Point: Terminology that is common to all responders is preferable to "codes" and other slang understood by only a single department. Avoid using medical terminology with patients.
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26. The Communication Process
Strategies for Effective Communication
Remain aware of the influence body language plays in effective communication.
Accept reality of miscommunication.
Discussion: Discuss strategies for dealing with specific communication difficulties such as blindness, deafness, and mental impairments.

27. The Communication Process
Interpersonal Communication
Form of verbal communication
Occurs between three or fewer participants in close proximity to one another
Feedback between sender and receiver is immediate.
Discussion Questions: How does active listening improve the patient interview? What steps can the EMR take to improve communication through personal space and body language?

28. The Communication Process
Therapeutic Communication
Face-to-face communication process
Focuses on advancing physical and emotional well-being of patient
Key component is trust.
Discussion Question: How might therapeutic communication benefit your patient?
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29. The Communication Process
Therapeutic Communication
Three objectives
Collecting information
Assessing behavior
Educating
Discussion Questions: Establishing trust is key to effective therapeutic communication. In what ways can the EMR work toward establishing trust?

30. The Communication Process
Strategies for Successful Interviewing
Immediately introduce yourself and your level of training.
Obtain patient's name early.
Use it frequently during interview.
Position yourself at or below patient's eye level whenever possible.
Class Activity: Have students work in pairs (one as EMR and the other as patient). Assign a specific emergency situation and communication barrier. Direct students to role-play, collecting information through interviewing. Discuss effective/ineffective strategies.

31. Figure Positioning yourself at or below eye level with the patient will demonstrate caring and compassion.

32. The Communication Process
Strategies for Successful Interviewing
Ask one question at a time.
Listen carefully to everything patient tells you.
Restate patient's answers when necessary for clarification.
Talking Point: EMRs often need to gain control of a chaotic emergency situation. Model speaking behavior that is assertive, but not aggressive. Discuss the difference.
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33. The Communication Process
Strategies for Successful Interviewing
Notice what works and what does not work.
Interviewing strategies may need to be modified depending on age of patient.
Talking Point: Children are often more comfortable in their parents' or caregiver's arms when being interviewed and examined.

34. Figure 7.4 You may have to alter your approach, depending on the age of your patient.

35. Think About It What are the three parts of the communication process?
In what ways does body language impact what you are communicating?
How does speaking assertively differ from speaking aggressively?
Which strategies improve the interviewing process?

36. TRANSFER OF CARE

37. Transfer of Care
Physical and verbal "handing off" of care from one health care provider to another
Continuum of care helps to ensure that care is consistent and appropriate.
Talking Point: Good transfer of care includes a verbal report that contains only pertinent patient information in the minimum amount of time.
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38. Transfer of Care Patient's name and age Chief complaint
Brief account of patient's current condition
Past pertinent medical history
Class Activity: Describe a patient assessment. Have students write down the important information they would include in the verbal report at the point of transfer of care. Compare differing lists and discuss.
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39. Transfer of Care Vital signs Pertinent findings from physical exam
Overview of care provided
Patient's response to that care
Critical Thinking: You respond to a call outside a grocery store where an elderly woman has fallen and is unable to get up. She does not speak English and there is no interpreter on scene. What steps will you take to provide the best transfer of care for this patient?

40. Think About It What are the key elements of a verbal report?
Why is it important to provide a concise verbal report upon transfer of care?
Do not take it personally if the ambulance crew does not have time for a complete report.

41. RADIO COMMUNICATIONS

42. Radio Communications Radio system
A combination of transmitters, receivers, repeaters, antennae
Dispatch centers utilize base station radios that transmit over a wide area.
EMS personnel carry pagers and handheld (portable) radios.

43. Figure 7.5 Portable radios are still the most common communication tool used in EMS.

44. Radio Communications
Pagers notify response personnel of emergency call.
Portable radios communicate directly with dispatch center.
Radios require specific protocol when communicating with others in system.
Class Activity: Discuss the general rules of radio use. Using portable radios, demonstrate good radio techniques. Explain why poor radio techniques impede communications. Allow students to practice good radio communications by taking turns with the radios.

45. Think About It
Why are portable radios an important piece of communications equipment?
How does the use of proper radio techniques help to ensure effective communication?

46. SUMMARY

47. Summary
Communication is a complex process involving interchange of ideas or information.
Requires sender, receiver, message
Four types
Verbal
Nonverbal
Written
Visual
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48. Summary
Barriers to communication include physical, perceptual, emotional, cultural, language, gender, and interpersonal.
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49. Summary Strategies for effective communication
Speak slowly and clearly.
Resist urge to be defensive.
Utilize active listening techniques.
Be aware of body language and the messages it sends.
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50. Summary
Therapeutic communication focuses on advancing physical and emotional well-being of patient.
Objectives
Collecting information
Assessing behavior
Providing education
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51. Summary Strategies for successful interviewing
Immediately introduce yourself and your level of training.
Obtain patient's name early and use it frequently during interview.
Position yourself at or below patient's eye level whenever possible.
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52. Summary Strategies for successful interviewing
Ask one question at a time and allow patient time to respond.
Listen carefully to everything patient tells you.
Restate patient's answers when necessary for clarification.
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53. Summary Elements of Verbal Transfer of Care Patient's name and age
Chief complaint
Brief account of patient's current condition
Past pertinent medical history
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54. Summary Elements of Verbal Transfer of Care Vital signs
Pertinent findings from physical exam
Overview of care provided and patient's response to that care
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55. Summary
Modify your communication approach depending on age of patient.
Radios and pagers are primary source of communication between dispatch centers, field personnel, and hospitals.
Common protocol for how to communicate with another person or agency using a radio.

56. REVIEW QUESTIONS

57. Review Questions What are the four types of communication?
What are the three components of communication?
What are some of the barriers to effective communication?
What strategies can be used for effective communication?
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58. Review Questions
What are the characteristics of therapeutic communication?
What elements are included in the verbal transfer of care?
Which strategies may be helpful for successful interviewing?
Describe strategies for successful communication specific to pediatric and geriatric populations.

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