CLIENT COMMUNICATIONS 1.02 PP1

Definition of Communication Webster’s dictionary definition: “to give, or give and receive information, signals, or messages in any way, as by talk, gestures, writing, etc.”

Types of Communication: Verbal and Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Spoken/Oral Verbal Communication Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Written Spoken/Oral Verbal Communication Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Written Spoken/Oral Tone of voice Verbal Communication Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Written Spoken/Oral Tone of voice Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Gestures Written Spoken/Oral Tone of voice Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Touch Gestures Written Spoken/Oral Tone of voice Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Body Language Touch Gestures Written Spoken/Oral Tone of voice Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Body Language Touch Gestures Written Spoken/Oral Tone of voice Facial expressions Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

Types of Communication: Verbal and Non-Verbal Body Language Touch Gestures Written Spoken/Oral Tone of voice Facial expressions Eye Contact Verbal Communication Vocabulary Non-Verbal 1.02 Understand effective communication

The Communication Model 1.02 Understand effective communication

The Communication Model Sender 1.02 Understand effective communication

The Communication Model Sender Message 1.02 Understand effective communication

The Communication Model Sender Receiver Message 1.02 Understand effective communication

The Communication Model Sender Receiver Message Feedback 1.02 Understand effective communication

Parts of the Communication Model Sender – Person who begins the process of creating a message or material to be communicated

Parts of the Communication Model Message – material to be communicated

Parts of the Communication Model Receiver – person for whom the message is intended: interprets the meaning of the message

Parts of the Communication Model Feedback – the receiver’s way of ensuring that the message that is understood is the same as the message that was sent takes place after the receiver has interpreted the message

Communication Process Engagement Understanding Education Sense of Partnership Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Engagement Connection between the HCP and the pt Develops partnership Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Engagement: Effective Communication Strategies Introduce yourself Allow the pt to talk without interruption Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Understanding HCP makes the pt feel accepted HCP empathizes with the pt Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Understanding: Effective Communication Strategies Allow pt to share thoughts and feelings Share anecdotes to create a bond Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Education To increase the pt’s knowledge of their illness Minimizes anxiety Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Education: Effective Communication Strategies Use language the pt understands Make sure all pt’s questions are addressed Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Sense of Partnership HCP and pt work together regarding their problem and tx plan Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Factors The message must be clear and concise It must be in terms that the sender and the receiver can understand. Delivery of the message must be clear and concise manner using good grammar and correct pronunciation moderate tone

Communication Factors The receiver must be able to understand the message pitch with good inflections avoiding a monotone Speed of delivery is also important. Interruptions or distractions must be avoided Excessive noises, room temperature, lightening

Factors That Influence Communication The receiver must be able to hear and receive the message Be alert to pts. taking meds visual./hearing impairments or language barriers Clarify/change form of message if necessary

Factors That Influence Communication Confidence in the receiver is important Be cautious of attitudes and prejudices Be aware of terminology

Communication Process Sense of Partnership Effective Communication Strategies Avoid critical questioning Use active listening Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Active Listening Need good listening skills Show interest Pay attention Hear the message Do not interrupt Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Active Listening Reflection Restatement Clarification Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Communication Process Active Listening Reflection Careful thought (thinking back) Restatement Rewording Summarizing Clarification Explaining Engagement: Connection between the healthcare professional and the patient that sets the stage for a partnership. Understanding: When the healthcare professional makes the patient feel accepted Education: Helping the increase the patient’s knowledge and understanding and minimize their anxiety Sense of Partnership: healthcare professional and patient work together regarding the problem and treatment plan. This can only be accomplished with effective communication skills. 1.02 Understand effective communication

Remember You are there for the pt Remember You are there for the pt. And they are entitled to quality healthcare.

Pts right to quality HC Health care workers should: Allow patients to express their fears or anger Encourage them to talk about their feelings Avoid arguing Remain calm Talk in a non-threatening tone of voice Provide quality care

The End!