Module 3.1: Healthcare Communication

Vocabulary terms and definitions regarding communication techniques, conflict resolution, and special patient interactions within a healthcare setting.

Communication

The interchange of thoughts, feelings, and information with another, utilizing all five senses: hearing, seeing, smelling, touching, and tasting/speaking.

Verbal Communication

Communication that involves the use of language, which can be spoken, written, or sign language; it is deliberate with the intent of giving specific information.

Nonverbal Communication

The subtle way to communicate where information is given via body language, facial expressions, and gestures.

The Sender

One of the four main parts of communication who verbally sends a message and receives the feedback (return message).

The Receiver

One of the four main parts of communication who receives the verbal message and communicates back both verbally and nonverbally.

Message

One of the four main parts of communication; a clear piece of information sent by the sender.

Feedback

The return message in the communication process that allows the sender to understand what the receiver is communicating back.

Hearing

An accidental, involuntary, and effortless process of perceiving sound.

Listening

A focused, voluntary, and intentional part of communication that involves hearing the entire message before giving feedback.

Conflict

A discord resulting in differences between people where ideas or beliefs are not understood or accepted, often making the environment uncomfortable.

Conflict Resolution

A process involving private discussion, cooling off, being professional, focusing on the situation rather than the person, and compromising.

Phone Etiquette Timing

Standard practice of answering within the first $3$ rings and not leaving a caller on hold for more than $5$ minutes.

N.A. Telephone Restrictions

Nursing Assistants are prohibited from taking physician orders, receiving or giving lab results, or releasing patient information to family members.

Communicating with Visually Impaired

Practices including making presence known, describing the room layout, using big bold letters for minimal sight, and encouraging independence.

Communicating with Hearing Impaired

Practices including speaking in low tones while facing the person, talking slowly and clearly without shouting, and sitting at their level.

Communicating with Speech Impaired

Practices including observing mouth and body language for responses and offering writing tools or assistive communication devices.