1. Copyright © 2008 Delmar Learning. All rights reserved. Unit 7 Communication Skills

2. Copyright © 2008 Delmar Learning. All rights reserved. Objectives Spell and define terms. Explain the types of verbal and nonverbal communication. Describe and demonstrate how to answer the telephone while on duty. Describe four tools of communication for staff members.

3. Copyright © 2008 Delmar Learning. All rights reserved. Objectives Describe the guidelines for communicating with patients with impaired hearing, impaired vision, aphasia, and disorientation. State the guidelines for working with interpreters.

4. Copyright © 2008 Delmar Learning. All rights reserved. Introduction Communication is a two-way process For communication to happen –Both a “sender” and a “receiver” are needed Information can be sent: –Orally, in writing, and through body language

5. Copyright © 2008 Delmar Learning. All rights reserved. Introduction

6. Copyright © 2008 Delmar Learning. All rights reserved. Communication in Health Care Communication between staff members –Must be effective to provide patients with the safest and best care Four things are needed: –A sender –A clear message –A receiver –Feedback

7. Copyright © 2008 Delmar Learning. All rights reserved. Communication in Health Care Channel –Medium through which the message is sent Verbal communication –Uses spoken or written words

8. Copyright © 2008 Delmar Learning. All rights reserved. Communication in Health Care Nonverbal communication –Message that is sent through the use of one’s body

9. Copyright © 2008 Delmar Learning. All rights reserved. Nonverbal Communication Nonverbal communication affects your message Message is remembered –More for the receiver’s interpretation of your facial expressions, gestures, and overall body language Rather than it is for your words

10. Copyright © 2008 Delmar Learning. All rights reserved. Nonverbal Communication Eye contact –Communicates interest, concern, warmth, trust, feelings, and credibility Refer to Figure 7-3

11. Copyright © 2008 Delmar Learning. All rights reserved. Working with Interpreters Interpreter –Communication professional who mediates between speakers of different languages –Some interpreters use sign language –Medical interpreters Skilled, qualified professionals who understand medical terminology

12. Copyright © 2008 Delmar Learning. All rights reserved. Working with Interpreters

13. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Staff Members In Unit 2: –You learned that each health care facility has a line of authority and communication Organizational chart – Guide for communication – Spells out the line of authority

14. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Staff Members Each facility –Has an organizational chart illustrating how a department relates to other departments –Larger departments, such as nursing, have their own charts with lines of authority within the departments

15. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Staff Members Figure 7–5 in the textbook –Illustrates a nursing department organizational chart

16. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Staff Members

17. Copyright © 2008 Delmar Learning. All rights reserved. Hand-off Communication Communication that occurs when a patient is transferred from one department to another This is a vulnerable time for the patient –One of the most likely places for errors to occur

18. Copyright © 2008 Delmar Learning. All rights reserved. Hand-off Communication Hand-off communication –Must be accurate, clear, and complete It should include an opportunity to ask questions

19. Copyright © 2008 Delmar Learning. All rights reserved. Hand-off Communication It should include information about: - Patient’s situation and background - Relevant observations and findings - Recommendations for continuity of ongoing care

20. Copyright © 2008 Delmar Learning. All rights reserved. Oral Communications Oral reports –Used frequently to communicate information about patients When you first come on duty –You will listen to the shift report

21. Copyright © 2008 Delmar Learning. All rights reserved. Oral Communications The nurse who worked the previous shift will report to oncoming staff Your supervising nurse will then give you additional information on your assignment based on the shift report

22. Copyright © 2008 Delmar Learning. All rights reserved. Answering the Telephone Many telephone calls come in to a health care facility Nursing assistants –Not allowed to take physicians’ orders –Not allowed to take results of diagnostic tests –Not allowed to give information to families

23. Copyright © 2008 Delmar Learning. All rights reserved. Answering the Telephone You must call the nurse to do this. If you answer the telephone: –Identify the nursing unit –Identify yourself and your position –Ask the caller’s name, and ask the caller to wait while you locate the person called –If the person is unavailable, take a message. (Refer to Figure 7–6)

24. Copyright © 2008 Delmar Learning. All rights reserved. Answering the Telephone

25. Copyright © 2008 Delmar Learning. All rights reserved. Written Communications Among Staff Members In many situations –You and other staff must rely on written communications Ability to accurately read the communications Essential to your patient care

26. Copyright © 2008 Delmar Learning. All rights reserved. Memos Brief communication that informs or reminds employees of: –Changes in policies or procedures –Upcoming meetings or staff development programs –Admission of new patients –Promotions of staff members

27. Copyright © 2008 Delmar Learning. All rights reserved. Memos Provide important information Be sure you know where memos are posted so that you will be aware of your facility’s activities

28. Copyright © 2008 Delmar Learning. All rights reserved. Manuals All facilities have manuals that provide information about policies and procedures –Employee Personnel Handbook –Safety and Disaster Manual –Procedure Manual –Nursing Policy Manual –Material Safety Data Sheet (MSDS)

29. Copyright © 2008 Delmar Learning. All rights reserved. Manuals There may be other manuals for infection control and quality assurance

30. Copyright © 2008 Delmar Learning. All rights reserved. Staff Development Process used to educate staff from all departments in a facility Classes may be given to inform staff of: –New rules and regulations –New procedures –Recent health findings from research –How to use new equipment

31. Copyright © 2008 Delmar Learning. All rights reserved. The Patient Care Plan Interdisciplinary health care team –Develops an individualized care plan for each patient Unit 8 –Presents more information on the patient care plan

32. Copyright © 2008 Delmar Learning. All rights reserved. The Patient’s Medical Chart Each patient has a medical chart or record Documentation –Information entered into the chart –Chart is a legal document Unit 8 provides instructions for documenting on the patient’s chart

33. Copyright © 2008 Delmar Learning. All rights reserved. Other Methods of Communication Modern technology has increased opportunities for communication You will see computers at the nurses’ station and throughout the facility

34. Copyright © 2008 Delmar Learning. All rights reserved. Other Methods of Communication Many uses of computers within health care facilities: –Writing letters, memos, policies, and procedures –Compiling databases –Doing mathematical calculations –Communicating

35. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Patients Your skill in communicating with patients will develop with experience Listening actively is a special skill requiring more than just your being physically present

36. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Patients with Special Needs Communication with patients may be impaired because a patient may: –Be hearing impaired –Be vision impaired –Have aphasia –Be disoriented –Be from a different culture

37. Copyright © 2008 Delmar Learning. All rights reserved. Communicating with Patients with Special Needs These patients have special communication needs that should be addressed on the care plan