Effective Effective CommunicationCommunication

What is What is Communication?Communication?

CommunicationCommunication

The sharing of a thought, an idea or a feeling.

(Feedback)

• Communication involves a purposeful generation and transmission of a message

• Involves a sender, message and receiver

• Reading, writing, listening, touching and seeing are all apart of the communication process.

Elements of Elements of Effective Effective

CommunicationCommunication

Message must be clear Message must be clear

Use words the patient and family can understand.

Ex: Don’t say “I need to listen to your apical pulse”; say “I need to listen to your heart beat”.

Clear and ConciseClear and Concise

Correct pronunciation and good grammar are essential.

Avoid slang words and phrases like “you know,” “um,” and “all that stuff”

Hearing is importantHearing is important

• Find other ways to get the message to the patient.

• Hard of hearing, limited English, heavily medicated.

Must be able to understandMust be able to understandIf it looks like the patient doesn’t

understand, ask questions or restate information.

Patient may have language barrier or speech impediment

Receiver’s attitude and prejudices may interfere with understanding.

HCW must be aware of their own prejudices and attitudes when receiving messages.

Minimize disruptionsMinimize disruptions

Interruptions or distractions can interfere with communication

Caused by loud noises, uncomfortable temp, bright light, phones, loud television, radio

ListeningListening

• Essential part of effective communication

• Involves paying attention and making an attempt to hear what is being said.

• Must develop good listening skills

How to be a good listenerHow to be a good listenerShow interest and concern

Be alert and maintain eye contact

Avoid interrupting the speaker

Avoid thinking about how you will respond

Eliminate distractions

Ask for clarification

Keep your temper under control and maintain a positive attitude.

Eliminate your prejudices and try to see the other person’s point of view

Why do we communicate?

• Build relationships• Give instructions• Gather information• Reports

Describe thisDescribe this

What about this?What about this?

Types of CommunicationTypes of CommunicationVerbal

Non-verbal

Nonverbal CommunicationNonverbal Communication• Nonverbal messages carry more

meaning than verbal messages

• Involves facial expressions, body language, gestures, eye contact and touch

Must be aware of own body language and the message it may convey

Must be aware of patient’s body language as well.

When verbal and nonverbal messages agree, receiver is more likely to understand

Cultural DiversityCultural Diversity

CultureCultureValues, beliefs, attitudes, and customs

shared by a group of people

Culture may be a barrier to communication in healthcare setting

• Beliefs about what causes illness and how to treat it.

• Language differences-find an interpreter

• Eye contact-looking down vs. eye-to-eye contact

• Patient may not make healthcare decisions

• Touch-may be inappropriate to touch on the head

• Only familymembers provide personal care

• Respect for and acceptance of cultural diversity is essential for any health care worker.

SummarySummaryWrite down 3 things you have learned

about communication.

How will you use what you have learned when communicating?