Effective Communications

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27 Terms

1

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

thoughts/ideas, messages, information, feelings

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2

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

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3

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

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4

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

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5

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

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6

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

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7

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

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8

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

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9

What is listening?

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

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10

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

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

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11

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

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

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12

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

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13

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

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14

Common Causes of Communication Barriers

1) cultural/beliefs

2) physical

3) psychological

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15

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

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16

What is a common cause of anger or negative attitude?

fear

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17

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

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18

What is culture?

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

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19

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

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20

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

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21

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

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22

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

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23

Main Barriers Created by Cultural Diversity

1) beliefs and practices regarding health and illness

2) language differences

3) eye contact

4) touch

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24

Senses a Healthcare Worker Can Use to Make Observations

touch, smell, sight, and sound

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25

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"

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26

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

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27

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

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