1. Foundation Standard 2: Communications

2. To Review Employability/Professionalism 1.If your are in an interview and the interviewer says give us an example of your dependability. What is a good response? 2.Describe appropriate dress for the workplace. 3.What would be an empathetic response to this statement “I am killing my team by sitting here.” 4. Describe self-motivation.-

3. A few more… You have an employee who comes to work everyday and clocks in a minute before the scheduled time. However, everyday the employee comes in goes to the bathroom to finish getting ready. What employability rule are they violating? Pretend it is your time to leave work…However, when you go to leave you notice there is a long line waiting to be helped. What should you do? Integrity what is this??

4. Elements of Communication SenderReceiver Feedback Message

5. Communication Model Questions What could happen to block any of the elements of communication? Is the message always verbal? Is the feedback always verbal? What interruptions or distractions could interfere with communication?

6. Healthcare Communication Remember that in a healthcare setting, nonverbal cues are important elements of the communication model. Identify the elements of communication in this illustration.

7. Feedback Methods Paraphrasing – reword the sender’s message and ask for confirmation. Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” Dr. Shevlin: “So you think we should order an antidepressant?”

8. Feedback Methods Reflecting – prompts the sender to add more detail to the original message. Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” Dr. Shevlin: “So you think we should order her medication, such as…?”

9. Feedback Methods Asking Questions – request clarification or more additional information. Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” Dr. Shevlin: “Why? Is her current treatment not controlling her anxiety?”

10. Feedback Methods Requesting examples – examples can help explain or clarify meaning. Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” Dr. Shevlin: “What kind of treatment are you thinking about?”

11. Review… Paraphrase this statement made by a patient…. “ I think I want a second opion….

12. Think about this… So you want us to refer you to a specialist?

13. What feed back method is this? Pt: “I’m up all night going to the bathroom.” Doctor- “About how many times a night do you go to the bathroom?”

14. Obtaining Feedback Respond to this call to a veterinary office from a pet owner. Paraphrasing Reflecting Asking questions Requesting examples I need to make an appointment for my dog. She’s not doing very well.

15. Rules for Effective Communication Message must be clear Sender must deliver message clearly and concisely Receiver must be able to hear and receive the message Receiver must be able to understand the message Interruption or distractions must be avoided

16. What’s wrong with this? A doctor calls out to his medical assistant “help room one.” The medical assistant responds “Who is in room one and what does she need?” The problem with this communication was that???? A.Message not clear B.Sender did not deliver message concisely C.Reciever couldn’t hear message D.Message was interrupted

17. Healthcare Information can be Subjective or Objective Subjective –Cannot be seen or felt –Often called symptoms –Usually statements or complaints from the patient –Use the patient’s exact words

18. Healthcare Information can be Subjective or Objective Objective –Can be seen or measured –Often called signs –Information collected by the senses

19. Subjective Symptoms My tummy hurts. I don’t feel very good. I think I’m gonna throw up. It’s really sore on my chest.

20. Objective Signs of Illness Pulse rapid, irregular and thready Skin cold and clammy No respirations Lips cyanotic

21. Subjective or Objective? 1.Coughing 2.Fatigue 3.Headache 4.Foul smelling breath 5.Did not eat anything 6.Speech slurred 7.Joints ache 8.Nervousness Objective Subjective Objective Subjective

22. Speaking Skills Speak appropriately to the age or status of the receiver. Use appropriate terminology or words. Ask open-ended questions. Speak slowly and clearly. Try to be eye-level with the receiver. Make sure your non-verbal is consistent with your words.

23. You try… Write down an open ended question that you might ask your patient… Example- Why do you think you are not sleeping well at night?

24. Listening Skills Show interest and concern. Stay alert and maintain eye contact. Avoid interrupting. Pay attention to what the speaker is saying. Avoid planning your response while the speaker is talking.

25. Listening Skills Try to see the other person’s point of view. Find a quiet or private location. Watch the speaker’s facial expressions for consistency with words. Ask for clarification when needed. Maintain a positive attitude.

26. Review Questions What is part of active listening? –Asking a lot of questions –Trying to see the others point of view –Concentrating on the words people use and nothing else –Interrupting

27. Imagine this person said she is fine… Do you believe her??

28. Is being prejudice a barrier to communication?

29. How would you communication with a blind patient?