1. Health Occupations Communication – Chapter 7.4

2. Communication Definition – exchange of information, thoughts, ideas, & feelings Occurs through –Verbal –Written –Nonverbal

3. Elements of Communication Sender – individual creating message to convey info or ideas to another Message – info, ideas, thoughts Receiver – individual who receives message from sender Problem with one element = ineffective communication Feedback – occurs when receiver responds –Can determine if communication is successful –Allows interpretation –Can be nonverbal or verbal

4. Factors interfering with communication Unclear message –Sender & receiver must both understand –Medical terminology dangerous & must be modified, defined, or substituted –Practice, practice, practice – message must be clearly understood Message garbled or not precise –Need correct pronunciation & grammar

5. Factors interfering –Avoid slang or words with double meaning –You know, ok, um, all that stuff … poor –Tone & pitch important (I really like this job) –Rate of delivery important Too fast – can’t understand Too slow – boring –Written communications Spelling, grammar, punctuation correct Short but concise

6. Factors interfering Inability to hear by receiver –May not hear info –May not process info –May not receive info –Examples – Hearing or vision impaired Limited English speakers –Help the receiver to respond by Repeating message Changing form of message Get others to interpret or clarify

7. Factors interfering Inability to understand message –Unfamiliar terminology Many do not admit misunderstanding Need to ask questions or repeat in different terms –Attitudes & prejudices Pts won’t accept info from people they feel are unqualified “I don’t know but I can find out” HCP need to be aware of prejudices & attitudes about pts

8. Factors interfering Interruptions & distractions –Loud noises –Bright lights –Uncomfortable temperatures –Telephone –Background noise –Background activities –Need to eliminate these

9. Listening Paying attention to & make effort to hear what others are saying Techniques –Show interest & concern –Eye contact, be alert –Avoid interruptions –Avoid thinking about how you will respond –See from other’s point of view –Watch closely for nonverbal – may contradict –Reflect statements back to speaker –Ask for clarification –Control temper

10. Nonverbal communication Facial expressions –Smile, frown, wink Body language –Shoulder shrug, tapping fingers/toes Gestures Eye contact Touch –Hold hands, pat on back, handshake, hug MORE HONEST THAN VERBAL!!!!!!!!

11. Communication Barriers Something that gets in the way of clear communication Physical disabilities –Deafness or hearing loss –Blindness or impaired vision –Aphasia or speech impairment May know what they want to say, but can’t remember how to say it May have difficulty with pronunciation Slurred & distorted speech

12. Communication Barriers Psychological barriers –Caused by prejudice, attitudes, personality –Close-mindedness, preaching, judging, arguing, overreacting, advising –Judgment often based on appearance, lifestyle, socioeconomic status –Stereotypes – lazy bum, fat slob, dumb blonde –Show respect to ALL regardless – respect the individual –Fear is usually cause of negativity & anger – allow pts to express fears or anger

13. Communication Barriers Cultural diversity –Culture – values, beliefs, attitudes, & customs shared by a group of people Passed from one generation to the next Often defined as a set of rules Allows interpretation of environment & actions of others to behave appropriately –Cultural beliefs about health care differ –Language differences –Eye contact – not appropriate for all patients –Ways of dealing with terminal illness or disability –Touch

14. Recording & reporting All observations must be reported! Listen to what pt says & observe what pt does or looks like Use all senses –Eyes Color of skin, urine, stool Edema – swelling Presence of rash or sore Amount of food eaten

15. Recording & reporting –Sense of smell Body odor Unusual odors of breath, wounds, urine, or stool –Sense of touch Pulse Dryness or skin temp Perspiration & swelling –Sense of hearing Respirations & coughs Abnormal body sounds Speech –OBSERVATIONS YOU MAKE ABOUT YOUR PATIENTS ARE OBJECTIVE!

16. Reporting observations Report to immediate supervisor SUBJECTIVE – usually called symptoms –What a person complains of –Cannot be seen & felt by HCP –Usually statements by pt –Must be reported using exact words

17. Reporting observations OBJECTIVE OBSERVATION – usually called signs –Can be seen & measured by HCP –All HCP will assess in the same way –Examples – BP, pulse, temperature – use exact measurements, not feels hot Measure & describe exactly with detail

18. Recorded observations Must be accurate, concise, complete, neat, & legible Spelling & grammar correct If using subjective info, write in pts own words Write all objective information Signed with first initial, last name, title Errors – crossed out with single line –Record error & initial