1. 1.02 Factors that affect communication

2. Factors that affect communication
Influences
1.02 Understand effective 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.
Frustrations – Impatience, anger, annoyance.
Life Experiences – Shared Experiences.

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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