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

2. 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

3. Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858
A Coaching Exercise
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4. Types of Communication
Verbal
Written
Behavioral
Gestures
Facial expression
Listening
Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

5. 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

6. “Quality of Life” What does it mean to you?
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7. Effective Communication Tools & Techniques
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8. 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

9. 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…?”
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10. 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”
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11. 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
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12. Paraphrasing & Reflecting
Repeating a person’s statement in your own words
Ensures the message is understood
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13. 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

14. 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

15. Integrating & Summarizing
Helps ensure main concerns are understood
Helps to clarify thoughts and feelings
Encourages people to further explore confusing and conflicting issues
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16. 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

17. Contributions to the Team
Diverse professional perspectives
Different personalities that influence interactions
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18. What do you contribute to the team?
Supported by DHHS/HRSA/BHPr/Division of Nursing Grant#D62HP06858

19. 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

20. 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