1. Educate the Educator - Communication in Healthcare

2. This module emphasizes the importance of effective communication between and among healthcare employees and their clients/individuals. Verbal and nonverbal communication, listening skills, interpersonal communication, team communication, documentation and reporting, and the use of electronic communication devices are included. Focus is on the development of effective communication skills to support quality client/individual care. Communications in Healthcare Settings Module Description

3. This module consists of 8 competencies. Each competency is divided into unit competencies with learning activities to help students master the competency. Each learning activity is explained on the Module Outline and the resources described. Choose the learning activities that best meet your classroom needs. Module Outline and Instructor Resources

4. Find these learning activities and resources on the website or create your own. The Course Outline also has documents that the instructor can use in teaching the lesson. These competencies are listed on the following slide and will then be addressed throughout the remainder of the power point. Click on the following links for course information. Communications in Healthcare Settings Syllabus Communications in Healthcare Settings Module Competencies and Instructor Notes Module Outline and Instructor Resources

5. Describe the components of verbal and nonverbal communication and situations in which these skills can be effectively used. Explain how active listening can improve client/individual and team communication. Use a variety of communication techniques to achieve effective interpersonal and team communications. Describe communication skills that are important when managing conflict. Communications in Healthcare Module Competencies

6. Explain the components of accurate and appropriate documentation and reporting including common medical abbreviations. Explain the roles and responsibilities of team members. Describe the use of information technology in healthcare settings. Using a problem solving process applied to healthcare situations, describe how healthcare workers can effectively communicate with their clients/individuals and team members. Communications in Healthcare Module Competencies

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8. Competency 1

9. Describe the components of verbal and nonverbal communication and situations in which these skills can be effectively used. Three units and learning activities round out the learning for this first competency: 1.Name two types of communication and give examples of each. 2.Describe the components of communication. 3.List examples of barriers to effective communication. Competency 1

10. Hubert H. Humphrey: “The right to be heard does not automatically include the right to be taken seriously.” Ernest Hemingway: “When people talk, listen completely. Most people never listen.” Franklin Delano Roosevelt: “Be sincere; be brief; be seated.” Communication Quotes to Ponder

11. Recommended Content Two types of communication are addressed at the beginning of this module. Verbal communication Non-verbal communication Types and Examples

12. Verbal Communication Verbal communication is when we send our message by speaking or writing to a receiver (person). It is primarily oral communication often supported with visual aids. Words and feelings can be conveyed Can be face-to-face, telephone or written Key components are sound, words, speaking, language, pace and intonation, simplicity, clarity and brevity, timing and relevance, adaptability, credibility, and humor Types and Examples Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

13. Non-Verbal Communication Defined as “a process of communication through sending wordless messages” or “body language” Communicating through the use of gestures, body movements, facial expressions, posture, gait, use of touch and physical appearance including adornments, such as hairstyles, tattoos, body piercing, clothing May have to ask sender for correct message being sent. Types and Examples Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

14. Non-Verbal Communication includes: Facial Expressions Eye Movements Placement and Movements of Hands, Arms, Head, and Legs Body Posture and Orientation Variation in Voice Characteristics Speaking Rate and Pause Duration Pitch or Frequency Intensity and Loudness Types and Examples University of Mississippi Business Faculty, 2004

15. Nonverbal communication tells more about what the person is feeling than what he/she has actually said (occurs less consciously than verbal) Nonverbal communication: Expresses emotions Expresses interpersonal attitudes Accompanies speech in managing the cues of interaction between speakers and listeners Self-presents one’s personality Nonverbal communications are used in rituals, i.e. greetings: hand- shake, waving good-bye Types and Examples Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

16. Components of Communication Recommended Content Present the 4 components of communication to the students. 1.Sender 2.Message 3.Receiver 4.Feedback (Response) These components are responsible for providing effective communication.

17. Components of Communication Effective communication takes thought Individuals have to go beyond knowing the information that they want to express Steps need be taken to best present information in a clear and concise manner Built on a trusting relationship with another (patient and support person) Necessary for establishment of healthcare worker and client Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

18. All 4 steps are required for effective communication and must be done in the proper order. These steps will be introduced on the following slides. 1.Sender 2.Message 3.Receiver 4.Feedback (Response) Components of Communication

19. The Sender - Person or group who wishes to convey a message to another Characteristics of the sender: Speaking clearly Organizing thoughts Proper grammar Eye contact Accurate information Components of Communication Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

20. The Message Most important element in communication process. The message can be delivered in many forms, i.e. written form, spoken word, gestures, or even body art (tattoos and piercings) The message isn't necessarily what the sender intends it to be. Rather, the message is what the receiver perceives the message to be. Components of Communication Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

21. The Receiver The listener (One who listens, observes and attends) Who is receiving the message? Who is your audience? As the healthcare provider, your patient and their family are the receivers. “Often times the receiver is sitting across the table from the sender, however now that technology has taken us to new places, the receiver can be across an ocean.” Components of Communication Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

22. The Feedback The receiver returns a message to the sender. Can be verbal, nonverbal, written (emails) Critical to effective communication Summarizes the message Allows evaluation of the message and allows sender to correct or reword the message or sender knows message was interpreted accurately as sender intended Components of Communication Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

23.  In addition to components of communication, the following list of effective communication techniques is vital to good communication.  This list of techniques includes simple techniques to those that may take a lifetime to master.  Reduce background noise  Listen attentively  Pace speech  Allow time for response  Maintain eye contact  Speak clearly and loudly  Show interest in what is being said Components of Communication

24. Recommended Content It is critical to send clear messages when communicating to those around us. Our messages convey feelings, thought, ideas, and emotions. Barriers to communication prevent proper, healthy communication to occur. Barriers to Communication Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

25. The curriculum for this module identifies several common barriers to communication. Hearing loss Vision loss Belittling a person Speaking a different language than the receiver Negative attitudes Defensiveness Prejudice or judgmental attitude Barriers to Communication

26. Dominating the conversation Appearing too busy or in a hurry Giving false or inappropriate reassurance Too much background noise or inappropriate environment Constant cell phone usage Inappropriate usage of texting The following slide offers communication styles that put up barriers to communication. Barriers to Communication

27. StyleExamples Threatening, Warning“You better clean up your room or else you won’t be able to use the computer.” Preaching“You should be ashamed of yourself for the way that you incorrectly transferred that patient…..You ought to…..” Ordering“You must….You will…You have to…..” Lecturing“You always…..You never….” Barriers to Communication

28. AssignmentResourcesNotes CHC Competency #1: Barriers to Communication Assignment on website Students reflect on a time when they were communicating with another person and 1 or 2 barriers of communication were used. CHC Competency #1: “I Have A Dream” Assignment on website Students view Dr. Martin Luther King, Jr.’s speech and reflect on communication styles. Competency 1: Recommended Learning Activities

29. Competency 2

30. Explain how active listening can improve client/individual and team communication. This competency consists of two units and related learning activities. List basic listening skills Describe active listening skills Competency 2

31. Recommended Content The basic listening skills for effective communication are: Clear your mind of distractions Face the speaker Maintain good eye contact Do not cross arms Lean toward the speaker Do not interrupt the speaker Give the speaker your full attention Basic Listening Skills

32. Here are a few additional tips for being a good listener. Let the speaker finish before you begin to talk. Speakers appreciate finishing their thought without being interrupted. Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next. Basic Listening Skills

33. Listen for main ideas The main ideas are the most important points the speaker wants to get across. Main ideas may be mentioned at the start or end of a talk, and repeated a number of times. Ask questions If you are not sure you understand what the speaker has said, just ask. It is a good idea to repeat in your own words what the speaker said to be sure your understanding is correct. Basic Listening Skills

34. Recommended Content Active listening is a skill of being mindful during the conversation and understanding your role/biases as you hear the message. It is a skill that must be practiced to accomplish. Active Listening Skills

35. Recommended Content Active listening skills include: Paying attention to the verbal and non-verbal message Focusing on the client’s needs, not your own Being aware of your own biases Conveying an attitude of caring and respect with the client Active Listening Skills

36. Verbal Communication Effective Active Listening Visualize Encourage Client to Talk Make No Assumptions Paraphrase and Repeat Monitor Non-Verbal Pay Attention

37. Culprits of non-active listening can include: Finishing others’ thoughts Tolerating or creating distractions Faking paying attention Creating early assumptions without keeping an open mind Calling the subject uninteresting Criticizing the speaker or the topic being discussed Active Listening Skills

38. AssignmentResourcesNotes CHC Competency #2: Active Listening Worksheet on websiteStudents watch YouTube video, “Effective Listening Skills”, then answer questions on a worksheet Competency 2: Recommended Learning Activities

39. Berardo, K. (2007). 10 Strategies for overcoming language barriers. Retrieved from http://www.culturosity.com/pdfs/10%20Strategies%20for%20Overcoming%20Lan guage%20Barriers.pdf Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008). Communicating. In A. Berman, S.J. Snyder, B. Kozier, and G. Erb (Eds.). Kozier and Erb’s Fundamentals of nursing: Concepts, process, and practice (8 th ed.) (pp. 459-85). Upper Saddle River, NJ: Prentice Hall Cherry, K. (2011). Top 10 Nonverbal Communication Tips Improve Your Nonverbal Communication Skills With These Tips. Retrieved from http://psychology.about.com/od/nonverbalcommunication/tp/nonverbaltips.htm References

40. Ethnologue Organization. (n.d.) Retrieved from http://www.ethnologue.com Industrial Engineering. (n.d.) Communication and Consumer Behavior. Retrieved from http://industrialeducation.blogspot.com/2009/07/communication-consumer- behavior.html Kathol, D. (2006). Communication. In B.L. Christensen and E. O. Kockrow (Eds.). Foundations and adult health nursing (5 th ed.) (pp. 33-52). St. Louis, MO: Elsevier, Mosby McGill, I. and Beaty, L. (1994). Action learning: A guide for professional management and educational development (2 nd ed.). Sterling: VA: Stylus Publishing Inc. References

41. Medical Education Division of Brookside Associates. (2007). Patient relations. Nursing fundamentals I. Retrieved from http://www.brooksidepress.org/Products/Nursing_Fundamentals_1/lesson_1_Sec tion_2.htm Ramon, P.R. and Niedringhaus, D. M. (2008). Client Communication. Fundamental nursing care (2 nd ed.) (pp. 226-242). Upper Saddle River, NJ: Person Prentice Hall University of Mississippi Business Faculty. (2004). Module 4: Communication Skills. Retrieved from faculty.bus.olemiss.edu/dvorhies/.../Module%2004%203E.ppt References

42. Author: Dede Carr, BS, CDA, LDA; Pat Reinhart, RN 42 “This workforce solution was funded by a grant awarded by the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership.” This work is licensed under a Creative Commons Attribution 4.0 International License.