1. Communication

2. Adapt Communication to Individual
Level of Understanding
Culture
Age
Emotional State
Disability

3. White-Coat Syndrome/Anxious Patient
Tense appearance
Increased BP, Pulse, Respirations
Sweaty Palms
Problems with sleep and/or appetite
Irritable and agitated

4. Angry Patient Fearful Resentful of: Illness Loss of Control
Cause Response
Fearful
Resentful of:
Illness
Loss of Control
Invasion of Privacy
Remain Calm
Focus on Needs
Give Space
Avoid Defensiveness
Express Your View

5. Multicultural Attitudes
Difference Response
Illness caused by forces of nature
Illness caused by bad blood or feelings
May deny pain or express excessively
May avoid eye contact
Avoid bias, prejudice or stereotyping
Get interpreter
Learn basic phrases in other languages
Adjust voice level to culture: Soft for Asian

6. Visual Impairment Large Print Adequate Lighting Normal Speaking Voice
Preserve dignity: Don’t talk down to
Orient as needed

7. Hearing Impairment Speak Slowly Speak in Lower Tone
Clear voice: Don’t Shout
Open-ended Questions
Written Materials

8. Children Take Fears Seriously Explain ALL Procedures Praise
Be Truthful
Involve Parents

9. Verbal Skills Warm, friendly, voice Verbalize concern
Encourage questions
Repeat instructions
Speak slowly and clearly

10. Non-Verbal Skills Listen carefully Maintain eye contact
Show interested facial expressions
Touch
Open posture

11. Listening Skills Active – 2 way Same level Open posture Relax – listen
Eye contact

12. More Listening Skills Give adequate personal space:
4 feet for conversation
1 ½ feet in personal contact
Think before talking
Provide feedback

13. Listening Barriers Passive – 1 way Superior position Closed posture
Pretending – hurried
Darting eyes

14. More Listening Barriers
Personal space too close or far
Changing subject
Irrelevant reply
Communication not acknowledged

15. Interpersonal SKILLS Empathy Respectfulness Genuineness
Open-mindedness
Sensitivity
BARRIERS
Sympathy/pity
Disrespectfulness
Falseness
Close-mindedness
Insensitivity

16. ASSERTIVENESS
FIRMLY STANDING UP FOR YOURSELF WHILE SHOWING RESPECT FOR OTHERS
Sign of strong leadership abilities

17. AGGRESSIVENESS
IMPOSING YOUR POSITION ON OTHERS OR MANIPULATING THEM TO GO ALONG WITH YOUR DESIRES
Sign of weak leadership abilities

18. Applications Healthcare related:
Patient: scheduling, orientation, interviews, education, reassurance, problem-solving.
Team updates, information requests, scheduling, feedback
General communication with:
Family members
Friends
Peers
Co-workers
Authority figures