Principles of Effective Communication 6 Principles of Effective Communication

Define the following terms: Objectives Define the following terms: Base station radio Body language Communication Interpersonal communication Message Portable radio (continued)

Define the following terms: Objectives Define the following terms: Receiver Repeater Sender Therapeutic communication Transfer of care (continued)

State the four types of communication. Objectives State the four types of communication. Describe the components of communication. Describe common barriers to effective communication. Describe the strategies for effective communication. Describe the characteristics of therapeutic communication. (continued)

Describe the elements of an appropriate verbal transfer of care. Objectives Describe the elements of an appropriate verbal transfer of care. Describe strategies for successful interviewing. Describe strategies for successful communication specific to pediatric and geriatric populations. Identify common communication devices used in EMS. (continued)

Describe the proper technique for communicating via radio. Objectives Describe the proper technique for communicating via radio. Demonstrate effective communication strategies when dealing with instructional staff, classmates, and simulated patients. Utilize therapeutic communication strategies to establish effective relationships with classmates and simulated patients. (continued)

Demonstrate proper technique when communicating via radio. Objectives Deliver an appropriate verbal transfer of care following a simulated patient encounter. Demonstrate proper technique when communicating via radio. Model sensitivity to cultural/age differences in all communications.

Topics What is Communication? Types of Communication The Communication Process Transfer of Care Radio Communications

WHAT IS COMMUNICATION?

What Is Communication? The activity of conveying information. Individuals and roles you will likely be expected to communicate with: Patients Your partner Other EMS personnel Fire personnel Law enforcement personnel Talking Point: Have students share good and poor communication experiences and state why they are good or bad.

What Is Communication? Individuals and roles Hospital personnel Bystanders Family members Friends of patients Discussion Question: How might good communication assist your patient? Critical Thinking: Considering a death situation, how can good communication skills affect a moment of tragedy?

What Is Communication? Emergencies are stressful situations for the patient, family members, and bystanders. How you relay information will leave a big impression, not only of yourself, but of your department and profession.

Think About It How can the way you communicate information during an emergency impact: the patient? the patient's family members? bystanders? other responders? What are ways the EMR can help minimize miscommunication? Class Activity: Have students work in pairs to simulate patient assessments modeling good communication techniques.

TYPES OF COMMUNICATION

Types of Communication Verbal Words and sounds that make up language we speak. Nonverbal Body language, eye contact, and gestures. Class Activity: Have students work in pairs to practice saying the same phrase verbally but using different nonverbal cues. Discuss as a class how the overall meaning changes when nonverbal cues change.

Types of Communication Written Use of letters and words to express language we speak. Visual Signs, symbols, and designs. Class Activity: Have students work in pairs to practice saying the same phrase verbally but using different nonverbal cues. Discuss as a class how the overall meaning changes when nonverbal cues change.

Think About It Which type of communication is most important when working with: Patients, including children? Bystanders? Partner? Discussion Question: How does the EMR's tone of voice influence effective communication? How can tone of voice help an EMR improve overall communication?

THE COMMUNICATION PROCESS

The Communication Process Sender The one who is introducing new thought or concept or initiating communication process. Message Thought, concept, idea being transmitted. Receiver The one for whom message is intended. Talking Point: Developing good communication and interviewing skills takes time and practice.

A message must pass through many steps in the communication process.

The Communication Process Transmitting the Message 55% body language (gestures, expressions, posture, physical manifestations). 38% voice (quality, tone, inflections) 7% words used. Teaching Tip: Emphasize patience and creativity in communicating. Haste and narrow thinking often cause communication problems.

Communication is delivered in many forms.

The Communication Process Barriers to Communication Physical Perceptual Emotional Cultural Language Gender Interpersonal Discussion Question: How might cultural differences contribute to problems with communication? What strategies can the EMR use to help with language barriers? Discuss other factors that affect the interviewing process.

The Communication Process Strategies for Effective Communication Speak clearly and use words and terminology receiver will understand. Keep open mind and resist urge to be defensive. Become active listener. Be assertive, especially when safety is at stake. Talking Point: Terminology that is common to all responders is preferable to “codes” and other slang understood by only a single department. Avoid using medical terminology with patients. (continued)

The Communication Process Strategies for Effective Communication Remain aware of the influence body language plays in effective communication. Accept reality of miscommunication. Discussion: Discuss strategies for dealing with specific communication difficulties such as blindness, deafness, and mental impairments.

The Communication Process Interpersonal Communication Form of verbal communication. Occurs between three or fewer participants in close proximity to one another. Feedback between sender and receiver is immediate. Discussion Questions: How does active listening improve the patient interview? What steps can the EMR take to improve communication through personal space and body language?

The Communication Process Therapeutic Communication Face-to-face communication process focuses on advancing physical and emotional well-being of patient. Key component is trust. Discussion Question: How might therapeutic communication benefit your patient? (continued)

The Communication Process Therapeutic Communication Three objectives Collecting information Assessing behavior Educating Discussion Questions: Establishing trust is key to effective therapeutic communication. In what ways can the EMR work toward establishing trust?

The Communication Process Strategies for Successful Interviewing Immediately introduce yourself and your level of training. Obtain patient's name early; use it frequently during interview. Position yourself at or below patient's eye level whenever possible. Class Activity: Have students work in pairs (one as EMR and the other as patient). Assign a specific emergency situation and communication barrier. Direct students to role-play, collecting information through interviewing. Discuss effective/ineffective strategies. (continued)

Positioning yourself at or below eye level with the patient will demonstrate caring and compassion.

The Communication Process Strategies for Successful Interviewing Ask one question at a time; allow patient ample time to respond. Listen carefully to everything patient tells you. Restate patient's answers when necessary for clarification. Talking Point: EMRs often need to gain control of a chaotic emergency situation. Model speaking behavior that is assertive, but not aggressive. Discuss the difference. (continued)

The Communication Process Strategies for Successful Interviewing Notice what works and what does not work. Interviewing strategies may need to be modified, depending on age of patient. Talking Point: Children are often more comfortable in their parents' or caregiver's arms when being interviewed and examined.

You may have to alter your approach, depending on the age of your patient.

Think About It What are the three parts of the communication process? In what ways does body language impact what you are communicating? How does speaking assertively differ from speaking aggressively? Which strategies improve the interviewing process?

TRANSFER OF CARE

Transfer of Care Physical and verbal “handing off” of care from one healthcare provider to another. Continuum of care helps to ensure that care is consistent and appropriate. Talking Point: Good transfer of care includes a verbal report that contains only pertinent patient information in the minimum amount of time.

Transfer of Care Patient's name and age Chief complaint Brief account of patient's current condition Past pertinent medical history Vital signs Class Activity: Describe a patient assessment. Have students write down the important information they would include in the verbal report at the point of transfer of care. Compare differing lists and discuss.

Transfer of Care Pertinent findings from physical exam Overview of care provided Patient's response to that care Critical Thinking: You respond to a call outside a grocery store where an elderly woman has fallen and is unable to get up. She does not speak English and there is no interpreter on scene. What steps will you take to provide the best transfer of care for this patient?

Think About It What are the key elements of a verbal report? Why is it important to provide a concise verbal report upon transfer of care? Do not take it personal if the ambulance crew does not have time for a complete report.

RADIO COMMUNICATIONS

Radio Communications Radio system a combination of transmitters, receivers, repeaters, antennae. Dispatch centers utilize base station radios that transmit over wide area. EMS personnel carry pagers and handheld (portable) radios.

Portable radios are still the most common communication tool used in EMS.

Radio Communications Pagers notify response personnel of emergency call. Portable radios communicate directly with dispatch center. Radios require specific protocol when communicating with others in system. Class Activity: Discuss the general rules of radio use. Using portable radios, demonstrate good radio techniques. Explain why poor radio techniques impede communications. Allow students to practice good radio communications by taking turns with the radios.

Think About It Why are portable radios an important piece of communications equipment? How does the use of proper radio techniques help to ensure effective communication?

SUMMARY

Summary Communication is a complex process involving interchange of ideas or information. Requires sender, receiver, message. Four types Verbal Nonverbal Written Visual

Summary Barriers to communication include physical, perceptual, emotional, cultural, language, gender, and interpersonal. Strategies for effective communication: Speaking slowly and clearly Resisting urge to be defensive Utilizing active listening techniques Being aware of body language and the messages it sends

Summary Therapeutic communication focuses on advancing physical and emotional well-being of patient. Objectives Collecting information Assessing behavior Providing education

Summary Strategies for successful interviewing: Immediately introducing yourself and your level of training. Obtaining patient's name early and using it frequently during interview. Positioning yourself at or below patient's eye level whenever possible. (continued)

Summary Strategies for successful interviewing: Asking one question at a time and allowing patient time to respond. Listening carefully to everything patient tells you. Restating patient's answers when necessary for clarification.

Summary Elements of Verbal Transfer of Care Patient's name and age Chief complaint Brief account of patient's current condition Past pertinent medical history Vital signs Pertinent findings from physical exam Overview of care provided and patient's response to that care

Summary Modify your communication approach depending on age of patient. Radios and pagers are primary source of communication between dispatch centers, field personnel, and hospitals. Common protocol for how to communicate with another person or agency using a radio.

REVIEW QUESTIONS

What are the four types of communication? Review Questions What are the four types of communication? What are the three components of communication? What are some of the barriers to effective communication? What strategies can be used for effective communication?

What are the characteristics of therapeutic communication? Review Questions What are the characteristics of therapeutic communication? What elements are included in the verbal transfer of care? Which strategies may be helpful for successful interviewing? Describe strategies for successful communication specific to pediatric and geriatric populations.

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