Communication

1. Communication In Healthcare

2. com·mu·ni·ca·tion • kəˌmyo͞onəˈkāSH(ə)n/ Noun 1. the imparting or exchanging of information or news. "direct communication between the two countries will produce greater understanding“ 2. means of connection between people or places, in particular.

3. Basic pattern of communication • Sender Message • Receiver Sender validates

4. Mirroring • I hear you saying……

5. Level of Understanding Culture Age Emotional State Disability Adapt Communication to Individual

6. White-Coat Syndrome/Anxious Patient • Tense appearance • Increased BP, Pulse, Respirations • Sweaty Palms • Problems with sleep and/or appetite • Irritable and agitated

7. Fearful Resentful of: Illness Loss of Control Invasion of Privacy Remain Calm Focus on Needs Give Space Avoid Defensiveness Express Your View Angry Patient CauseResponse

8. Illness caused by forces of nature Illness caused by bad blood or feelings May deny pain or express excessively May avoid eye contact Avoid bias, prejudice or stereotyping Get interpreter Learn basic phrases in other languages Adjust voice level to culture: Soft for Asian Multicultural Attitudes DifferenceResponse

9. Visual Impairment • Large Print • Adequate Lighting • Normal Speaking Voice • Preserve dignity: Don’t talk down to • Orient as needed

10. Hearing Impairment • Speak Slowly • Speak in Lower Tone • Clear voice: Don’t Shout • Open-ended Questions • Written Materials

11. Children • Take Fears Seriously • Explain ALL Procedures • Praise • Be Truthful • Involve Parents

12. Verbal Communication Pace and intonation Simplicity Clarity and brevity Congruence Timing and relevance Adaptability Credibility Humor

13. Warm, friendly, voice Verbalize concern Encourage questions Repeat instructions Speak slowly and clearly Verbal Skills

14. Nonverbal Communication Body language Gestures, movements, use of touch Essential skills: observation, interpretation Personal appearance Posture and gait Facial expression of self, others; eye contact Gestures Cultural component

15. Listen carefully Maintain eye contact Show interested facial expressions Touch Open posture Non-Verbal Skills

16. Active – 2 way Same level Open posture Relax – listen Eye contact Listening Skills

17. More Listening Skills • Give adequate personal space: • 4 feet for conversation • 1 ½ feet in personal contact • Think before talking • Provide feedback

18. Listening Barriers • Passive – 1 way • Superior position • Closed posture • Pretending – hurried • Darting eyes

19. More Listening Barriers • Personal space too close or far • Changing subject • Irrelevant reply • Communication not acknowledged

20. SKILLS Empathy Respectfulness Genuineness Open-mindedness Sensitivity BARRIERS Sympathy/pity Disrespectfulness Falseness Close-mindedness Insensitivity Interpersonal

21. ASSERTIVENESS • FIRMLY STANDING UP FOR YOURSELF WHILE SHOWING RESPECT FOR OTHERS • Sign of strong leadership abilities

22. AGGRESSIVENESS • IMPOSING YOUR POSITION ON OTHERS OR MANIPULATING THEM TO GO ALONG WITH YOUR DESIRES • Sign of weak leadership abilities

23. General communication with: Family members Friends Peers Co-workers Authority figures Healthcare related: Patient: scheduling, orientation, interviews, education, reassurance, problem-solving. Team updates, information requests, scheduling, feedback Applications