Communications

1. Communications

2. Communications • ExploreGo • Learn and PracticeGo • ReflectGo • ReinforceGo

3. Explore You will play a game that will highlight the importance of effective communication.

4. Communications LessonsTopic Overview Go 1 – 3 Communication Go 4 – 7 Interpersonal Communication Go 8 – 12 Communication Barriers Go 13 – 15 Patients Go 16 – 18 Documentation Go 19 – 21 Communication Technology Go TABLE OF CONTENTS

5. Overview You will learn about: • Communication process • Communication barriers • Types of documentation

6. Fedor Ivanov Scenario: • Brought father to hospital • English is a second language • Hospital staff not communicating effectively

7. Questions • What barriers prevented the hospital staff and Fedor from communicating? • What could the hospital staff have done differently to communicate effectively with Fedor? • What might happen if the hospital staff does not improve the way they communicate with Fedor?

8. Key Question • Why is effective communication important in the health care industry? • How do attitudes of respect and sensitivity affect communication?

9. Communication • 1. Types of Communication Go • 2. Communication Process Go • 3. Quiz Go

10. Lesson 1 – Communication in Health Care • Process of exchanging messages • health care workers • patients • patients’ families • students and visitors • administrators and business contacts.

11. Lesson 1 – Verbal Communication • Use of language and words • Most effective form • Goals: • Establish rapport • Obtain information from patients • Confirm understanding • Relay information to other health care workers • Give instructions to patients

12. Lesson 1 – Tone of Voice • Expresses speaker’s feelings • Patients can pick up on fear, agitation, calmness, and confidence • Adjust tone of voice appropriately to the situation

13. Lesson 1 – Language Choice • Translate medical terminology into lay terms • At the same time, health care workers must avoid talking down to patients by over-simplifying their language. • They should also be careful to enunciate words and avoid mumbling.

14. Lesson 1 – Written Communication • Form of verbal communication • Allows writer time to research and to organize thoughts • Must: • Be accurate and clear • Be brief with logical organization • Be free of grammar, spelling, and punctuation errors • Use appropriate vocabulary

15. Lesson 1 – Selecting the Correct Form • Would message be better delivered orally? • Does the message require a written record? • What format?

16. Lesson 1 – Writing Memos • Often used in the health care industry • Standard parts: • TO: • FROM: • DATE: • SUBJECT: • body

17. Lesson 1 – The Five W’s • Who is the audience? • What is the purpose of the message? • Why is the message important? • When did or will the event occur? • Where did or will the event take place?

18. Lesson 1 – Nonverbal Communication • Used in addition to or as a substitute for language • Includes: • Eye contact and facial expressions • Gestures and body language • Physical appearance • Touch • Proximity

19. Lesson 1 – Eye Contact and Facial Expressions • Direct eye contact sends a powerful and positive message • Smiles and other facial expressions • Be conscious of interpretation and own expression

20. Lesson 1 – Gestures and Body Language • People use their bodies instead of words • Posture also conveys a message. • Read and use gestures and body language

21. Lesson 1 – Physical Appearance • Uniforms send the message that they belong to the health care field • Physical appearance is also expressed by grooming

22. Lesson 1 – Touch • Touch can communicate many things. • Touch can also be misinterpreted • Be conscientious to touch patients with only kindness and respect.

23. Lesson 1 – Proximity • Physical space between people • Includes: • Distance between people • Height • Odor • Sensitivity and professionalism are required when patient proximity is an issue

24. Lesson 2 – Communication Process • Communication is a process. • The sender-receiver model is a way to break down the process into steps. • Use with active listening

25. Lesson 2 – Sender-Receiver Model • The sender is the person who encodes, or gives, information. • The receiver is the person who decodes, or accepts, the information. • The message is the information that is being communicated. • Other elements include frame of reference and feedback.

26. Lesson 2 – Active Listening Skills • Show interest. • Be alert. • Maintain eye contact. • Avoid interrupting. • Pay attention. • Avoid thinking ahead for a response. • Try to ignore personal prejudices. • Ignore distractions by moving to a quiet place. • Watch the speaker closely for nonverbal contradictions. • Maintain a positive attitude.

27. Lesson 2 – Restatement, Reflection, and Clarification • Restatement involves repeating the message back to the sender in the receiver’s own words. • Reflection involves responding with empathy. • Clarification occurs when the receiver asks questions to get a more concise explanation or to clear up any confusion about the message.

28. Lesson 2 – Other Effective Communication Skills • Be conscious of your own body language, including posture and eye contact. • Avoid any display of anger. • Speak slowly, softly, and clearly.

29. Lesson 3 – Quiz In this lesson, you will take a quiz on types of communication and communication processes.

30. Interpersonal Communication • 4. General GuidelinesGo • 5. Group CommunicationGo • 6. DirectionsGo • 7. QuizGo

31. Lesson 4 – Attitudes and Behaviors • Adopt acceptable attitudes and behaviors • Courtesy • Respect • Sensitivity to boundaries • Empathy

32. Lesson 4 – Courtesy • Involves being polite, gracious, helpful, and considerate • Overcome personal and other issues unrelated to the job

33. Lesson 4 – Respect • Approach another person with a feeling of esteem or regard • Theme in any study of communication in health care • Without proper respect, communication can quickly veer towards failure.

34. Lesson 4 – Sensitivity to Boundaries • Sensitivity is ability to see and appreciate the personal traits of others • Sensitivity to boundaries is ability to recognize and observe the emotional and physical limits of others

35. Lesson 4 – Empathy • Ability to share in someone else’s feelings or emotions • Patients who are lonely or facing serious surgeries or terminal illnesses are in special need of empathy

36. Lesson 4 – Diversity • Put aside all personal and cultural bias • Treat all people fairly, equally, and with sensitivity • Be aware that others have cultural and personal biases

37. Lesson 4 – Diversity (continued) • Diversity includes the following: • Race • Gender • Age • Ethnicity • Socioeconomic status • Occupation • Health status • Religion • Sexual orientation

38. Lesson 4 – Criticism • Constructive criticism can build people up and inspire them to do better. • Non-constructive criticism serves only to tear people down and discourage them. • Be prepared to accept and give constructive criticism

39. Lesson 4 – Accepting Constructive Criticism • When people receive constructive criticism, they should appreciate it. • People who receive criticism should avoid making excuses, getting angry, and blaming others.

40. Lesson 4 – Giving Constructive Criticism • When giving criticism, people should put themselves in the other’s place. • Choose words carefully and speak kindly and considerately • Allow the other person a moment to accept what is said

41. Lesson 5 – Group Communication • Health care workers must effectively communicate with their colleagues. • Health care workers must put aside all personal prejudice and treat team members fairly and equally and so that they can communicate effectively in group situations. • Successful group situations also involve an understanding of communication patterns, interaction, and participation.

42. Lesson 5 – Communication Patterns • Chain-of-communication pattern • Wheel-of-communication pattern • All-channel communication pattern

43. Lesson 5 – Group Interaction • Conformity occurs when individuals change their opinions or beliefs to match that of the group. • In some instances, conformity can be bad, as it may cause people to go against their beliefs and values. • In the professional world, conformity can be good. It is good when people conform to behave appropriately in the professional atmosphere.

44. Lesson 5 – Group Participation • Understand the group goals and own roles within the group • In meeting situations, group members must: • Be prepared. • Use active listening skills. • Focus on the discussion. • Share relevant ideas. • Respect others. • Follow through with assignments.

45. Lesson 6 – Directions • In the health care field, it is critical that directions are carried out correctly. • In order for this to occur, directions must both be given and taken accurately.

46. Lesson 6 – Giving Directions • When giving directions: • Keep instructions simple and brief • Give directions in a logical, chronological order • Adjust language and complexity to the patient’s ability • Have the patient restate • Correct any misunderstanding

47. Lesson 6 – Following Directions • When following directions: • Be diligent • Ask questions • Take notes • Follow through

48. Lesson 7 – Quiz In this lesson, you will take a quiz on interpersonal communication.

49. Communication Barriers • 8. Personal Barriers Go • 9. Cultural Barriers Go • 10. Physical Barriers Go • 11. Environmental Barriers Go • 12. Quiz Go

50. Lesson 8 – Communication Barriers • Many types of barriers • A communication barrier: • make it difficult to send a clear message • understand message being sent • provide appropriate feedback.