Communication Skills COMM 101 Lecture#1 L. Areej Jouhar Suliman Email: ajabdelgader@inaya.edu.sa

Course Contents Orientation And Introduction. The Communication process. Nonverbal Communication. Verbal Communication. Interpersonal Skills Of Healthcare Professional. Therapeutic Communication. Roadblocks To Therapeutic Communications Communicating With Your Supervisor. Cultural Sensitivity COMM 101 - Lecture 1

Chapter 1: The communication Process Textbook: Communication Skills for Healthcare Professional. First Edition. By Laurie Kelly McCorry and Jeff Mason COMM 101 - Lecture 1

Chapter Objectives After Completing this Chapter we should be able to: Explain the importance of effective communication. Describe the elements of the communication process. Describe the obstacles to successful communication. COMM 101 - Lecture 1

Chapter Keywords Compassionate: kind, gentle, caring. HealthCare Professional (HCP) Obstacles: difficulties, barriers, hurdles. Therapeutic communication: beneficial communication, helpful communication. Prescription: drug, treatment. COMM 101 - Lecture 1

Why Should We Study Communication Skills?? You need to have stronger communication skills than ever before. Effectively communicate with patients and other members of the healthcare team. Ensure clear and compassionate understanding of patients in the waiting room, the examination room, on the telephone or through email. You should also know how to work efficiently and productively as a member of the healthcare team. COMM 101 - Lecture 1

Why Should We Study Communication Skills?? Cont… Serving patients from such a diverse population requires that you have the skills to bridge gaps in communication. Ensuring positive health outcomes for patients or colleagues. As a future HealthCare Professional (HCP) you have to get the message clearly from one person to another, Which can involve many sophisticated skills and the ability to overcome obstacles. COMM 101 - Lecture 1

Therapeutic Communication Definition: Therapeutic communication is communication between the HCP and the patient (as well as the patient’s family) that takes place to advance the patient’s well-being and care. COMM 101 - Lecture 1

Therapeutic Communication Therapeutic communication has three main purposes: To collect healthcare – related information about the patient. To provide feedback in the form of healthcare – related information, education and training. To assess the patient’s behavior, when appropriate to modify that behavior. COMM 101 - Lecture 1

Therapeutic Communication At any time when you communicate with a patient or their family members, you are engaging in therapeutic communication. As an HCP, you should remain mindful that effective therapeutic communication is always characterized by support, clarity and empathy. There are a lot of scenarios could happen in the doctor's office, hospital or healthcare center, where effective communication needs to take place. (Assignment 1) see Page ( 4-5) COMM 101 - Lecture 1

A Definition of Communication We can say that communication is the successful transfer of a message and meaning from one person or group to another. COMM 101 - Lecture 1

A Definition of Communication “ Meaning” is of greatest importance in this definition. For the transfer to be successful, both parties in the communication process– that is: The Sender of the message And the Message’s Receiver. This process usually contains five steps. In each step an Effective Communication will take into account possible Physical Limitation or Cultural Differences that may inhibit or disrupt communication. COMM 101 - Lecture 1

The Communication Process COMM 101 - Lecture 1

The Five Steps Of The Communication Process The Sender has an Idea to Communicate: This idea to be communicated can be the result of thought or feeling and can be influenced by the circumstances of the current situation. As well as the sender’s mood, physical condition, culture, heritage or background. The sender simply has something they want to communicate to someone else. For Example: A radiology technologist must instruct a patient on how to place their injured arm one the X-ray table. COMM 101 - Lecture 1

The Five Steps Of The Communication Process The Sender Encodes the Idea in a Message: To encode the idea means to put the idea into some form that can be communicated. The sender puts the idea into: Spoken or written words, or perhaps into hand gestures, body movements or facial expressions. Example: The radiology technologist instructs the patient with words on how the injured arm should rest the table. COMM 101 - Lecture 1

The Five Steps Of The Communication Process The message Travels Over a Channel: Channel is a particular means or medium, by which the sender sends the message. The sender can use: Telephone. Speak face-to-face. Write on paper or electronic tablet. Send a fax or an email. Draw a picture. Use body language. Make facial expression. Use hand gestures. For Example: The radiology technologist uses gestures to demonstrate the arm’s proper placement. COMM 101 - Lecture 1

The Five Steps Of The Communication Process The Receiver Decodes the Message: Decode the message is by translate the original message from its encoded form into a form that the receiver understands. This step has can be complicated by many factors, which types as Noise: Cultural Differences. Physical Conditions. COMM 101 - Lecture 1

The Five Steps Of The Communication Process The Receiver Understands the Massage and Sends Feedback to the Sender: The receiver understands the message and provides the sender with feedback, something that says, I have received your message and I understand it. this can be: Verbal. Or non-verbal. COMM 101 - Lecture 1

Noise Noise: is anything that inhibits effective communication. For Instance: The receiver of the message may have some sort of physical pain or discomfort that prevents them from effectively “ listening”. There may be a language barrier of cultural differences that prevent the receiver from understanding the message. The receiver of the message may be hearing or sight impaired. Finally, the channel by which the sender transmits the message may be faulty or may even break down, For Example, when there is a problem with phone connection or when a fax machine runs out of toner. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process Example: Suppose a Pharmacist has called the Medical Practice where you work and left a Voicemail Message indicating that patient wants a Refill On Prescription For An Asthma Medicine that has expired. You Transcribe The Message and pass it on to the physician. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process Example: cont. The Physician Then Writes The Prescription And Places It In The Patient’s Chart. The Chart Is Returned To You So That You Can Follow Up By Faxing the prescription to the pharmacy so that the prescription and places it in the patient’s chart. The charts is returned to you so that you can follow up by faxing the prescription to the pharmacy so that the prescription can be refilled. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process (A) The sender has an idea to communicate – the pharmacist (the sender) has a prescription that needs to be refilled for one of his customers. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process (B) The sender encodes the idea in a message – the pharmacist uses a specialized language to describe the prescription. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process ( c ) The message travels across a channel – the pharmacist uses a telephone and leaves a message on the medical assistant’s voicemail at the doctor’s office. COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process (D) The receiver decodes the message – the medical assistant transcribes the voice message into a written message for the doctor (the receiver) COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process (E) Feedback travels to the sender – the medical assistant takes the approved prescription and sends it by fax to the pharmacist COMM 101 - Lecture 1

An Illustration of the five-Steps Communication Process (F) Success ! COMM 101 - Lecture 1

Summary Why should we study communication skills?? Therapeutic Communication A definition of communication. The communication process. The five steps of communication process. Noise. An Illustration of the five-Steps Communication Process COMM 101 - Lecture 1

Poor Vs Good Nurse Communication https://www.youtube.com/watch?v=bwqwFCxVhEY https://www.youtube.com/watch?v=Wu9LxyVDFYE&t=1s COMM 101 - Lecture 1

COMM 101 - Lecture 1