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Healthcare Communication Skills

Healthcare Communication Skills. Foundation Standard 2: Communications. Objectives. 2.14 Recognize elements of communication using the sender-receiver model. 2.13 Report subjective and objective information. 2.15 Apply speaking and listening skills. Elements of Communication.

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Healthcare Communication Skills

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  1. HealthcareCommunication Skills Foundation Standard 2: Communications

  2. Objectives • 2.14 Recognize elements of communication using the sender-receiver model. • 2.13 Report subjective and objective information. • 2.15 Apply speaking and listening skills.

  3. Elements of Communication Sender Receiver Feedback

  4. 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?

  5. 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.

  6. 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?”

  7. 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…?”

  8. 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?”

  9. 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?”

  10. 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.

  11. Rules for Effective Communication

  12. 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

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

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

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

  16. Subjective or Objective? Objective Subjective Subjective Objective Objective Objective Subjective Subjective • Coughing • Fatigue • Headache • Foul smelling breath • Did not eat anything • Speech slurred • Joints ache • Nervousness

  17. 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.

  18. 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.

  19. 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.

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