Communication and Motivation

Elements of effective commmunication

-verbal (tone, pitch, speed)

-non-verbal (facial expression, touch-procedural/caring, personal space, behavior, written)

verbal communication tips

-adjust to pts preferred style of communication as much as possible

-determine your understanding by repeating, demonstrating, or paraphrasing

-be mindful of paralanguage components (its not what you say, its how you say it)

-be an active listener

Communication in health care

-understand individual needs

-clarify complicated issues

-promotes pt adherence to tx

-establishes a tx relationship w/ pt

-uses empathy to identify and understand someone's situation

levels of communication

-intrapersonal

-interpersonal

-small group discussion

-organizational communication

intrapersonal communication

-the process of understanding information within oneself

-first

interpersonal communication

-the exchange of thoughts, feelings, and beliefs between two or more people

small group discussion

-A small group of people communicating with each other to achieve some interdependent goal, such as increased understanding, coordination of activity, or solution to a shared problem

organizational communication

-takes place when several groups in a facility meet to discuss problems or establish policies

developing client-practitioner rapport

-inital intro: explain who you are and why you're there

-sitting at eye level

-collaborative communication

THINK

-is what I want to say True

-is what I want to say Helpful

-Am I the best one to say it

-Is it necessary to say it Now

-Is it Kind to this person and othes

appropriate humor

-opens lines of communication

-decreases stress/anxiety

-helps develop a rapport

inappropriate humor

-offends

-makes uncomfortable

-closes lines of communication

mindfulness involves

-self-assessment

-the ability to be aware of one's own opinions, prejudices, and expectations

Barriers to effective communication

-Role uncertainty

-Sensory overload

-Voice and word choice

-Physical appearance

-Gender differences

-Cultural barriers

Conflict (+)

-positive changes

-decrease stress levels

-improve staff cohesiveness

-improve job satisfaction

-creative problem solving

Conflict (-)

-tension, disagreements

-ill feeling if poorly handled

-impact ability to work effectively

-can influence pt mgmt

types of conflict

-personal

-interpersonal

-intragroup

-intergroup

personal conflict

-within an individual

interpersonal conflict

-2 or more people w/ conflicting views, beliefs, or values

intragroup conflict

-when members of a grp disagree

intergroup conflict

-conflict that occurs between two or more groups

3 main sources of conflict

-content

-psychological component

-procedural component

content

-related to specific factors like time and money

psychological elements of conflict

-trust

-respect

-desire for inclusion

procedural components of conflict

-policies

-chain of command

-decision-making responsibility

other sources of conflct

-different beliefs, goals, interests, values

-incompatibility based on temperaments, culture or biases

-different interpretations based on experience and background

-multiple individuals involved in healthcare decision

-lack of proper communication and unclear expectations

outcome of a conflict depends on

-resolution of issues at hand

-cooperation among involved parties

-power bases of the participants

-effectiveness of communication skills

5 strategies to manage conflict

-avoidance

-accommodation

-competition

-compromise and collaboration

avoidance

-unassertive

-uncooperative

-ignore or evade that conflict exists

accommodation

-unassertive but cooperative

-person neglects own needs to meet needs of others

competition

-aggressive

-uncompromising

-power driven

-frequently used by assertive individuals in pursuing their own goals even at expense of others

compromise

-midway between competition and accommodation

-includes elements of assertiveness and cooperation

collaboration

-involves assertiveness and cooperation

-collaborative goal setting

-provide opportunities to make real choices in tx goals and planning

-increase pt involvement and satisfaction

-helps support motivation and adherence

strategies to improve collaboration

-active listening

-give pt change to ID the problems they're facing

-acknowledge

-ask relevant questions

-pt ed/ model process of eval

-include pts health beliefs, values, practices

types of pt interviews

-biomedical model

-pt-centered

biomedical model interview

-bio forces are responsible for health/illness, function/dysfunction

-anatomy, physio, patho is emphasized

-start w/ open ended followed by close ended to gather specific info

pt centered interview

-pt is expert on their health and is heard

-pts story is emphasized

-follow up on pts lead w/ clarifying questions and offering reflections/info

explanatory model of care

-involves belief system of pt to understand their health and med choices

-reqs provider to be non-judgmental and consider pts model as equally as biomedical factors when designing plan of care