Communicate and Work Effectively in Health

1. Communicate and Work Effectively in Health

2. Communication • What is communication? • Communication is the process of transferring information from one person (the sender) to another person (the receiver). • The information communicated must be understood by both people. • Communication takes place via a medium eg: verbal, memo, email, phone, text etc

3. Communication • For communication to be effective, there must be: • Thought, or information that exists in the mind of the sender, • Encoding. Message sent in some form to the receiver • Decoding. Receiver decodes the information into a concept or form that he she can understand. • A message has not been understood until it has been successfully decoded by the receiver.

4. GOOD Communication Signs of GOOD communication: 1/ Listening - Active and Reflective 2/Attending – concentrating on what is being said 3/ Posture of involvement – holding yourself in an interested manner 4/ Using appropriate body motion – that displays that you are listening 5/ Eye contact between the 2 parties 6/ Non-distracting environment

5. Non-verbal Communication Even when we are not communicating we can be communicating??? Through: • Touch • Eye contact • Facial expression • Posturing etc • Attitude

6. Barriers to communication • Physical – if you are not in the same room • Culture, bias – different language, looks • Noise - anything that disturbs the communication • Ourselves – ego - we know the information already • Perception - preconceived ideas about what is being said or about the sender • Environmental – tables etc • Stress - affects decoding/encoding

7. Listening Listening within a conversation is just as important as providing the information. There are different ways in which we can listen: • Reflective listing – • Paraphrasing – what has been said • Reflect feelings • Reflect meanings • Attentive silence • Summative Listening

8. Closed – tend to only allow yes/no answers Do you feel angry? Are you still in pain? Open – allow more information to be given by the receiver How does this make you feel? How is your pain now? QuestionsThe way a question is asked can lead to different information

9. Giving and Following Instructions Why are instructions given? Instructions ensure that a job is done to specification and requirements. • Barriers to Instructions: • Too much information • Not enough information • Incorrect information is given • Communication barriers (as stated in previous slide)

10. Instructions Should be: • Sequential – follow an order • Clear and concise. • Accurate. • Appropriate to skill level. • Cover unforseen events. • Follow safe work guidelines. • Up to date.

11. Instruction Giver • Give instruction clearly • Ensure safe work practices • Request feed back to ensure the instruction was interpreted correctly • Demonstrate new techniques if applicable

12. Instruction Receiver • Listen Actively • Take notes if needed • Ask questions of the giver • Feedback information to the information giver to clarify what was said • Demonstrate if applicable • Follow safe work practices • Check correctness of responses and quality of work.