Effective Communication in Healthcare: Enhancing Patient Care

1. COMMUNICATION Mike Nirenstein, MD

3. Medical Therapeutics Standard • 4) Evaluate factors that contribute to effective communication and explain how these factors contribute to the development of quality patient care. Using role-play, demonstrate practices to effectively manage communication barriers, cultural differences and clients with special needs. • 5) Differentiate between verbal and nonverbal communication when interacting with patients. Examine specific techniques for effective communication and evaluate how different cultures attach different meanings to communication techniques.

5. COMMUNICATION • An exchange of information between two or more people • An exchange of information by thoughts, opinions or information by speech, writing or signs

6. THREE PARTS OF COMMUNICATION • SENDER • RECEIVER • MESSAGE

7. VERBAL COMMUNICATION • WRITTEN WORD • SPOKEN WORD

8. NONVERBAL COMMUNICATION • BODY LANGUAGE • GESTURES • SIGNING • EXPRESSIONS • TOUCH

9. Nonverbal and Verbal Communication Skills • Nonverbal Communication Skills • Appearance • Body language • Eye contact • Facial expressions • Gestures • Verbal Communication Skills • Conversational manners • Grammar • Inflection • Power of what you say

10. LISTENING SKILLS • SHOW • HEAR THE MESSAGE

11. LISTENING CONT. • MAINTAIN CONTACT • DO NOT INTERRUPT

12. SENSES USED IN COMMUNICATION • SIGHT • HEARING • TOUCH • SMELL

13. ANNOYING HABITS • TAPPING FINGERS • SIGHING • ROLLING EYES

14. MORE BAD HABITS • BITING PENCIL • TWIRLING PENCIL • PLAYING WITH HAIR • BITING NAILS

15. SUBJECTIVE DATA • WHAT THE PATIENT TELLS YOU • CANNOT BE SEEN • SYMPTOMS

16. OBJECTIVE DATA • CAN BE SEEN OR MEASURED • DATA COLLECTED • SIGNS

17. 4 ELEMENTS THAT INFLUENCES COMMUNICATION • PREJUDICE • ATTITUDES • FRUSTRATIONS • LIFE EXPERIENCES

18. BARRIERS TO COMMUNICATION • LABELING • SENSORY IMPAIRMENT • TALKING TOO FAST • CULTURE

19. BARRIERS • PREJUDGING • ARGUING • STEREOTYPING • LANGUAGE DIFFERENCE

20. EFFECTIVE COMMUNICATION • SPEAK CLEARLY AND SLOWLY • USE TACT • BE POLITE • THE MESSAGE THAT IS SENT, GETS THROUGH

21. SLANG IMPROPER GRAMMAR TACTLESS STEREOTYPING DISRESPECT UNFAMILIAR WORDS MUMBLING SPEAKING TOO FAST ATTITUDE SARCASM INEFFECTIVE COMMUNICATION

22. 4 FACTORS THAT INFLUENCE TRANSMISSION OF MESSAGE • TONE AND PITCH OF VOICE • MESSAGE DELIVERED CLEARLY • RECEIVER UNDERSTANDS • DISTRACTIONS/INTERRUPTIONS

23. FACTORS TO AVOID INTERFERENCE • MESSAGE MUST BE CLEAR • MESSAGE MUST BE DELIVERED IN A CLEAR ,CONCISE MANNER • THE RECEIVER MUST BE ABLE TO HEAR AND RECEIVE THE MESSAGE • THE RECEIVER MUST BE ABLE TO UNDERSTAND THE MESSAGE • INTERRUPTIONS/DISTRACTIONS MUST BE AVOIDED

24. FIVE C’S OF COMMUNICATION • MESSAGE MUST BE: • CONCISE • CLEAR • COMPLETE • COHESIVE • COURTEOUS

26. HOW WE “HEAR” THE MESSAGE • 70% NONVERBAL ( APPEARANCE, SKILL) • 20% VOCAL ( THE WAY IT IS SAID) • 10% VERBAL ( THE WORDS THAT ARE USED)

27. It Matters How You Say it! • It Matters How You Say It! • What do you want me to do?

28. It Matters How You Say It! • What do you want me to do? (accusation)

29. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do?

30. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger)

31. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do?

32. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining)

33. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do?

34. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me)

35. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do?

36. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea)

37. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea) • What do you want me to do?

38. It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea) • What do you want me to do? (Request for information)

39. https://www.youtube.com/watch?v=9T3X0hRbTek

40. THE END