Foundations of Communication

Communication : is the act or process of using words, sounds, signs, or behaviors to express or exchange information, thoughts, or ideas to someone else Verbal-can be spoken or written. reveals individual’s education level, intellectual development, geographical and ethnicity origins Nonverbal-is what is not being said via space, movement, touch, senses, etc

So why even communicate? Establishes and maintains relationships Use to persuade and change attitudes or behaviors Develops an understanding of others Assists in problem solving

Elements of Communication Source – “encoder” the creator of a message Message – the information Channel – the route which is the information is sent (verbal or nonverbal) Receiver – “decoder” the individual who is receiving and interpreting the message Feedback – response the receiver gives to the sender Interference – anything that changes the meaning of the intended message

Effective Communication Verbal message is clear, complete, and concise Knows audience and able to provide information appropriately Awareness of nonverbal communications (body language, facial expressions, etc) Provides information with appropriate timing

Barriers to Effective Communication Barriers to Effective Communication In Health Care Inappropriate timing and/or location Defense Mechanisms Same word has two different meanings Same word meanings but different interpretations Talking over Heavily medicated Visual and/or hearing impairments Medical terminology Physiological condition Limited English Lack of privacy

Listening the conscious process of the auditory stimuli that have been perceived through hearing. Effective listening – a skill that involves the ability to actively understand the information provided by the sender and then interpret the message Active listening – the receiver will provide feedback to the sender by restating what was said but in their own words ***very important in medical field*** Therapeutic listening – listening to both verbally and nonverbally, understand the underlying meaning, “listening with the heart” Selective listening – the most negative type of listening, hearing only what you want to hear

Conveying a positive attitude in the health care field Health care professional must be aware of their own bias and attitudes when sending and receiving both verbal and nonverbal messages to avoid interfering with quality patient care. Receiver must have trust in the sender before a message is accepted If a patient feels a health care professional does not know what they are talking about, they may not accept the information or treatment Be willing to say “I don’t know, but I will find that information for you”