Effective Communications

Communication is the exchange of _______, ________, _______, and _______.

thoughts/ideas, messages, information, feelings

4 Factors That Must Be Met to Avoid Interfering with the Communication Process

1) message must be given clearly and effectively

2) no distractions or interruptions

3) receiver must hear the message

4) receiver must understand the message

What is wrong with the following communication process as they relate to the patient?

"I think your problem is cholelithiasis."

the message is not very clear and understanding

What is wrong with the following communication process as they relate to the patient?

Speaking in a very soft, muted tone.

cannot hear the message given clearly

What is wrong with the following communication process as they relate to the patient?

Radio playing loudly while pre-operative care is being discussed.

there is a distraction and so you can't fully hear or understand what is being said

What is wrong with the following communication process as they relate to the patient?

"I don't got any appointments at threat time."

improper grammar

What is wrong with the following communication process as they relate to the patient?

"I don't know. Who cares?"

shows a lack of interest towards the patient

What is wrong with the following communication process as they relate to the patient?

Interrupting the patient before he is done speaking.

shows poor listening skills to the patient

What is listening?

paying attention to and making an effort to hear what the other person is saying

Why does reflecting statements back to the speaker help in the communication process?

it allows to express their emotions/fears and open up more

What kinds of nonverbal communication is used to convey messages or ideas?

body language, facial expressions, gestures, eye contact, touch

Why is it important to obese eve a person's nonverbal behavior?

it's an important part of any communication process; often conveys something different from verbal

Nonverbal Ways a Person Can Convey Interest and Caring

1) touch of hand

2) pay on back

3) firm handshake

4) smiling

5) body language

6) eye contact

Common Causes of Communication Barriers

1) cultural/beliefs

2) physical

3) psychological

Ways to Improve Communications with a Person Who is Blind or Visually Impaired

1) use a soft tone

2) describe events as they occur

3) announce your presence as you enter/leave

4) explain noises/sounds

5) give appropriate touch

What is a common cause of anger or negative attitude?

fear

Ways to Deal with an Angry Patient

1) express their fears

2) encourage them to talk about their feelings

3) avoid arguing

4) soft tones

5) remain calm

6) provide quality care

What is culture?

values, beliefs, attitudes, and customs shared by a group of people form generation to generation

How can you deal with or react to the following situation?

You are preparing a patient for surgery and all jewelry must be removed; the patient refuses to remove a religious necklace.

talk to the patient and explain why he needs to take it off; if not ask your supervisor

How can you deal with or react to the following situation?

A patient tells you, "I don't believe in God."

don't argue, allow the patient to express their feelings

How can you deal with or react to the following situation?

A patient constantly avoids eye contact with you while you are taking to her.

probably just their religion so just continue with their procedure

How can you deal with or react to the following situation?

A patient with limited English nods his head but still seems confused as you explain a procedure.

ask questions if they are understanding you, you may have to get a translator

Main Barriers Created by Cultural Diversity

1) beliefs and practices regarding health and illness

2) language differences

3) eye contact

4) touch

Senses a Healthcare Worker Can Use to Make Observations

touch, smell, sight, and sound

What is the difference between subjective and objective?

subjective- cannot be seen or felt, usually called "symptoms"

objective- can be seen or measured, usually called "signs"

How should an error be corrected on a healthcare record or chart?

crossed out nearly with a single straight line, have "error" written by it, and initialed by the person who made the mistake

Benefits Patients Experience When Healthcare Workers Have Effective Communication Skills

1) verbal/nonverbal communication

2) importance if listening

3) proper recording/reporting

4) helping through the stages of growth and development