Communication (ch. 7)

Communication

1. The act or process of communicating; transmission

2. To make known or transmit to others

3. Interchange of ideas or information

Communication skills

1. Verbal and non-verbal

2. Reading

3. Writing

4. Listening

5. Electronic

verbal and nonverbal communication

1. Interpreted when talking to an individual

2. Occurs every time interaction with people occurs, whether words are spoken or not

Reading

1. Critical communication skill

2. Enables therapists to evaluate professional literature and use findings in practice

Writing

1. Essential for clinical care

2. Communicate with other professionals/ co-workers

3. Accurate documentation determines reimbursement

4. Reflect ability to effectively communicate

Listening

1. Fundamental communication skill

2. Lets speaker know you understand their desired meaning

3. Easy way to make patients feel validated

4 elements of listening

1. Restatement

2. Reflection

3. Clarification

4. Summary

Electronic communication

1. Includes email and social media accounts

2. Anchor to exchange communication

Social media

1. Must be careful what is put onto social media and what others can see

2. Can be assessed by employers and other individuals to assess character

3. Can provide useful information and opportunities for networking

21st century professional behaviors

1. Commitment to learning

2. Interpersonal skills

3. Communication skills

4. Effective use of time and resources

5. Use of constructive feedback

6. Problem solving

7. Professionalism

8. Responsibility

9. Critical thinking

10. Stress management

Building affective communication skills

Professional behavior and communication are components of affective domain of learning and are important for PT education

Cognitive domain

1. Knowledge

2. Application

3. Analysis

4. Synthesis

5. Evaluation

Psychomotor domain

Involves effective use of "hands-on" skills

Affective domain

Attitudes, values, and character development which influence other professional skills

Effective communication skill levels

1. Beginning

2. Intermediate

3. Entry level

4. Post-entry-level

A beginning-level

1. Demonstrates understanding of English language

2. Recognizes impact of nonverbal communication in self and others

3. Recognizes verbal and non-verbal characteristics that portray confidence

4. Utilizes electronic communication appropriately

Intermediate level

1. Utilizes and modifies communication to meet the needs of different audiences

2. Restates, reflects, and clarifies messages

3. Communicates collaboratively with individuals and groups

4. Collects necessary information from all pertinent individuals in the patient management process

5. Provides effective education

Entry level

1. Demonstrates ability to maintain appropriate control of communication exchange with individuals and groups

2. Presents persuasive and explanatory verbal, written or electronic messages with logical organization and sequence

3. Maintains open and constructive communication

4. Utilizes communication technology effectively and efficiently

Post-entry level

1. Adapts messages to address needs, expectations and prior knowledge of audience to maximize learning

2. Effectively delivers messages capable of influencing patients, community and society

3. Provides education locally, regionally and nationally

4. Mediates conflict

Verbal communication patterns

1. Recognize by listening to speakers

2. Determine if patient is auditory or visual learner

3. Pace of speaker- long or short pauses

4. Tonality of speaker- high pitched and nervous or low pitched and calm

5. Speed of communication- fast, slow, variable

6. Can build rapport by matching patients pace, tonality, intent, and speed

Non-verbal communication patterns

1. Recognize gestures, postures, haptics, proxemics, and oculesics of speaker

2. Haptics- touching during conversation

3. Proxemics- distance between speaker and listener

4. Oculesics- use of eye contact or gaze aversion

Rapport

Interaction marked by mutual collaboration and respect but not necessarily indicating agreement

Types of rapport

1. Cultural

2. Verbal

3. Behavior

Cultural rapport

Established by form of dress and greeting appropriate to the setting

Verbal rapport

Use same or similar descriptive phrases and conversation content with who your speaking

Behavioral rapport

Mirror posture and body movements of patient and match their tonality and tempo of speech

Multicultural healthcare environment

1. Working with wide variety of patients of ethnicities, generations, religious beliefs, sexual orientation, and socioeconomic backgrounds

2. Studies show negative health care outcomes arise from cultural/ racial inequities

Effective cross-cultural interactions

1. Awareness of cultural factors

2. Responsibility of understanding cultural dimensions of health and illness

3. Willingness to make clinical settings more accessible to patients of all cultures

4. Appreciation of the heterogeneity existing within and across all cultural groups

5. Recognition of ones own personal biases and reactions

6. Appreciation of how one's cultural values, assumptions, and beliefs affect clinical care

Communicating with people who speak little to no english

1. Use interpreter when possible

2. Family members may help but not always appropriate because the topics may be sensitive, complex, or distressing health information

3. Openness to working with family caregivers

When using interpreter

1. Maintain eye contact with patient

2. High level of satisfaction with patients who use medical interpreter both in person or video call

3. May notice interpreter gives you linear or logical interpretation but you can ask for literal interpretation if you feel you are missing information

5 current generations of communication

1. Traditionalists: 1928- 1945

2. Baby boomers: 1946-1964

3. Generation Xer's: 1965-1980

4. Millenials: 1981: 1996

5. Gen Z: 1997-2012

Communicating with patients with vision loss

1. Introduce by name when entering room

2. Offer assistance when moving from one place to another

3. Use large font and high contrast with HEPs

4. Braille and/ or computer tech

Communicating with patients who have hearing loss

1. Ask what you can do to improve communication

2. Present patient with clear view of lips

3. Touch shoulder lightly to signal you are communicating

4. Avoid background noise and speak slowly

5. Confirm their understanding

6. use written communication or interpreter

Communicating with family and caregivers

1. Create positive environment

2. Introduce self and ask how they prefer to be addressed

3. Teach manageable amounts at one time

4. Communicate clearly and simply

5. Use lay terminology

6. Use variety of ways to get message across

7. Verify message is understood

Communicating as a student

1. communication begins as student

2. communicate by asking for and accepting constructive feedback

3. Faculty can provide stress management, effective time management, and lifelong learning tips

4. Consider academic experiences as professional position