Principles of Communication and DISC

Communication

Imparting or exchanging information; the end goal is mutual understanding, not simply saying words.

Effective Communication Reminders

Listen for feedback; use clear language and avoid slang; be respectful; show empathy; confirm the patient understands rather than assuming.

Barriers to Communication

Obstacles that interfere with exchanging information and achieving mutual understanding.

Process Barriers

Barriers related to how a site or organization arranges procedures, such as informed consent.

Personal Barriers

Characteristics of patients or healthcare workers that affect communication, including language barriers, cognitive disorders, age, timidity, conflict avoidance, lack of confidence, and lack of self-awareness.

Physical Barriers

Communication obstacles caused by physical impairments, such as vision or hearing impairments.

Semantic Barriers

Misunderstandings caused by the meaning or interpretation of words.

Overcoming Communication Barriers

Provide feedback about processes, recognize personal characteristics that affect communication, and improve vocabulary and word choice.

Most Difficult Communication Barrier

The other person or patient; asking the patient for feedback can help identify and overcome barriers.

Primary Goal of Patient Communication

Gaining information when meeting a patient that is directly relevant to the purpose of the specific patient interaction.

Enabling Goal of Patient Communication

Elements that affect the ability to achieve primary goals; verbal and nonverbal behaviours help obtain information and support secondary goals.

Secondary Goal of Patient Communication

A byproduct of effective communication, such as reduced patient anxiety.

Face-to-Face Communication

Nonverbal communication plays a major role; gestures, movements, and posture influence the patient.

DISC Personality Profile

Profile used to assess personality and conflict through four dimensions: Dominance, Influence, Steadiness, and Conscientiousness.

communication is __% verbal and __% non-verbal

35, 65

general characteristics and weaknesses of the “dominant”

characteristics:

• direct

• high ego

• risk taker

weaknesses:

• argumentative

• dislikes routine

• oversteps authority

general characteristics and weaknesses of the “influencing”

characteristics:

• enthusiastic

• trusting

• talkative

weaknesses:

• inattentive to detail

• listens only when its convenient

• more concerned with popularity than tangible results

general characteristics and weaknesses of the “compliant”

characteristics:

• accurate

• analytical

• precise

weaknesses:

• prefers not to verbalize feelings

• will give in rather than argue

• bound by procedures and methods

general characteristics and weaknesses of the “stable”

characteristics:

• good listener

• predictable

• understanding

weaknesses:

• resists change

• holds a grudge

• sensitive to criticism