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?
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