1. Foundations of Communication

2. Communication is the act of transmitting –Exchange of information using words –Includes both the spoken and written word –A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior

3. Why Communicate? Establish and maintain relationships To persuade and change attitudes or behavior Develop an understanding of other people Problem solve

4. Verbal Communication in Health Care Interactions with patients, families and co-workers Giving reports to other health care professionals Documenting patient care

5. Elements of Communication Process Message – verbal or nonverbal stimuli Sender – creator of message Receiver – If there is no one to receive the message, communication is incomplete

6. Message Use terms that the receiver can understand Medical terms must be modified or defined

7. Sender Deliver message in a clear and concise manner –good grammar – correct pronunciation – avoid slang – not too fast or too slow Written communication should have correct grammar, spelling and punctuation

8. Receiver Must be able to hear and receive the message Interruptions or distractions must be avoided

9. Two Types of Communication Verbal Communication includes verbal messages – speaking to someone and written communication

10. Nonverbal communication all messages that are not expressed as words. - eye contact: shows that you are paying attention - facial expressions: can relay a different message than what you are saying

11. - Gestures: convey interest and a lack of interest; can be used to emphasize or get attention - touch: can convey caring, warmth, concern and tenderness…can also convey anger, rejection and distaste

12. Barriers to Effective Communication Defense mechanisms –Compensation – substitution of one goal for another goal to achieve success –Denial – refusal to believe –Displacement of anger – feelings about one person are transferred to another –Projection – blame for one’s behavior is placed on someone else or circumstances –Rationalization – use of a reasonable excuse for one’s behavior

13. Barriers in Health Care Communication –Heavily medicated clients –Slang and words with double meanings –Clients with limited English –Medical Terminology –Mental or physiological condition –Patients with visual or hearing impairment

14. Clients with hearing or visual impairments Use body language such as gestures or signs Speak clearly in short sentences Face the person you are speaking o Write out messages Make use hearing aid are working properly Don’t chew gum or cover mouth

15. Impaired Vision Describe things which are happening and what you want the person to do Announce your presence as you enter a room Use touch to orient the person to where you are Do not move things without telling the person Tell the person when you are leaving

16. Effective Communication Verbal messages must be clear, complete, concise, courteous, and cohesive Nonverbal communication (body language) may change the message

17. Effective Listening Involves both hearing and interpreting messages Requires focusing on body language and the message being sent May be passive or active –Active listening is very important in the medical profession to gather information ( for example, when interviewing a patient for their medical history.

18. A Patient-centered Approach You want to admit an elderly lady with abdominal pain for a series of investigations, but she is resistant to coming into hospital. Indicate which of the following reasons might account for this. 1. She is frightened that she is seriously ill. 2. She does not like to leave her cat on its own. 3. She is vegetarian and is worried that she won’t be able to eat hospital food. 4. She does not want anyone to know that she snores. 5. She cannot afford a new nightgown.

19. Answer: Any one of the reasons could explain the lady’s resistance to being admitted.

20. Conveying a Positive Attitude Health care professionals must be aware of their own bias and attitudes when sending and receiving both verbal and nonverbal messages to avoid interfering with quality client care

21. Positive Attitude Receiver must have trust in the sender before they accept a message If a patient feels a health care professional does not know what they are talking about, they may not accept the information or treatment

22. Positive Attitude Be willing to say “I don’t know, but I will find that information for you” when asked a question for which you do not have knowledge.

23. Clinicians should aim to keep explanations as clear and as concise as possible. That doesn’t mean dismissing patients with a short ‘We will need to test your urine’. It means giving them the information they want but not more information than they need or require. So ‘I’d like to test your urine so I can see if the problems you are having are due to an infection' is better than ‘I want to test your urine for white blood cells and bacteria’. use ‘layman’s terms’ wherever possible explain medical terminology whenever possible keep words and sentences short check understanding by asking