1. 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

2. 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

3. 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

4. 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

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

6. 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

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

8. 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

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

10. 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

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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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