Effective Communication Objectives: Essential Questions: Identify the components of effective communications Organize information needed to complete a task Compare communication skills needed in different health care professions Develop verbal communication skills Adapt communication to the needs of the individual. How does the communication process affect health care delivery? What are barriers to communication? How do you adapt communication to the needs of the patient? What is active listening and why is it important when communicating with the patient?

Communication Pre-Quiz What 3 things must be present for communication to occur? Give some examples of barriers to communication, What is non-verbal communication and give some examples. What is active listening? Why is it important in health care?

Communication in Health Care Verbal/nonverbal exchange of messages, ideas, thoughts, feelings & info Is a process

Communication in Health Care Three things must be present Sender: desires to transmit info to another person/group Receiver: person or group for whom info is intended Message: info that must be transmitted Other elements: Frame of reference Feedback

Verbal Communication The use of language & words Used most often Most effective form Instant feedback Ends confusion Goals in health care Build rapport Get info from patients Give instructions to patients Confirm understanding

Written Communication Form of verbal communication Allows writer to organize thoughts Must be: Accurate and concise Free of grammar, spelling, punctuation errors Use appropriate language

Tying Your Shoes Activity Questions Write a self-reflection on your experience. Include the following and give details! Was this a difficult activity to do? Why or why not? What problems did you encounter? Why is it so hard to give verbal directions only? Did anyone emerge as a leader? Who was it and what did they do?

Nonverbal Communication Objectives: Essential Questions” Characteristics of nonverbal communications How physical behaviors affect communication How touch is an important means of communication What are the characteristics of nonverbal communication? Why is nonverbal communication important in health care? How does touch affect communication with the patient?

Nonverbal Communication All messages that are not expressed as words Used in addition to or as a substitute for language Characteristics: Primary means of expression Constantly occurring Dependent on context More believable than verbal communication

Nonverbal Communication Physical behaviors: any movement of face, hands, feet, trunk, or other body parts that communicate a message Facial expressions Eye contact Posture and gait Gestures Physical Appearance Expressed by grooming habits Clothing sends message of type of occupation

Nonverbal Communication Vocal behaviors: reinforces the meaning of the message Examples: Pitch Range of voice Volume Rate/pace Quality

Nonverbal Communication Proximity: physical space between people Sends strong messages about thoughts and reactions Personal distance: 18” to 4 ft Social distance 4-12 ft Influences Status Culture Content of interaction Gender Age

Nonverbal Communication Touch: one of the most personal & powerful means of communication http://www.youtube.com/watch?v=2SpfXZf6bm4 Essential in healing process Kind & amount that is appropriate varies with culture, family background, age, gender Meaning of touch depends on type, situation, culture and who is doing touching Watch for touch avoidance

Active Listening Another important part of communication Listening is paying attention to and hearing what person has to say Common skills: Show interest, have a positive attitude Maintain eye contact Avoid interrupting Avoid person prejudices Watch for nonverbal contradictions

Active Listening Restatement: Reflection: Clarification: Repeat message back to sender in their own words Verifies correct message received & understood Reflection: Responding with empathy Clarification: Receiver asks question to get a clearer explanation Clear up confusion about message

Barriers to Communication

Emotions & Attitudes Avoid extreme emotions Attitudes include: Prejudice Selective comprehension Complacency

Preconceptions Similar to prejudice Types: Physical appearance Ethnicity Education level Income level

Resistance to Change With self or with patient Be flexible and open-minded Communicate the benefits of change in a positive way to patients

Self-Absorption Self-preoccupation may miss message Focus 100% on patient

Language May not speak same language Medical terminology Find an interpreter or family member Speak slowly, use simple words, gestures or pictures Medical terminology Use language easily understood

Health Beliefs Beliefs about health practices and treatments may conflict with traditional medicine Patient may also supplement the prescribed treatment with their own culturally-accepted methods Be sensitive about cultural differences

Eye Contact Differing cultural views on what is or is not appropriate eye contact In some cultures direct eye contact is viewed as disrespectful. Respect and adjust to the patient’s cultural differences

Religion Organized belief in a higher power Influence many aspects of people’s lives including birth, life, diet, illness, and death Be aware of common religious influences

Hearing Challenges Deaf patients: Hard of hearing patients: Use sign language Use body language and gestures Face patient when speaking Hard of hearing patients: Speak clearly at moderate pace Keep sentences short and easy

Vision Challenges Blind patients: Low-vison patients: Speak softly Announce presence Describe procedures Low-vison patients: Lighting Bigger body gestures

Physical Challenges Be seated when speaking with person in wheelchair Clear clutter Patient may not communicate well if ill or in pain

Mental State Be prepared to treat mentally or emotionally challenged patients with calmness Patient may be on strong medication Upset or confused Experiencing stress

Environment Noise and activity levels Physical arrangement and comfort Control noise level when speaking with patient Physical arrangement and comfort Provide for privacy Room temp Time Hurried conversation may lead to missing patient info Patient feels unimportant

Barriers to Effective Communication Barriers to receiving the message Background noise or interruptions Ability to read Medications Age Level of education Limited English Visual, hearing, hearing impairment Attitudes & prejudices Trust in sender

Barriers to Effective Communication Understanding the Message A shared understanding of a message – 7% of a message is conveyed by words – 38% by tone of voice – 55% by nonverbal behavior Body language, facial expressions & inappropriate responses may suggest lack of understanding Rephrasing message will clarify for receiver Receivers’ attitude & prejudices may interfere Utilize active listening: reflective statements & clarification Maintain eye contact, open mind

Barriers to Effective Communication Barriers to transmitting the message Terms patient unable to understand Meaningless terms Tone & pitch of voice Speed of speaking Use of slang or w/ more than one meaning

Human Needs Objectives: Essential Questions: Effectively identify the needs of the patient through the use of Maslow’s hierarchy of needs How needs are met. Ways to meet the needs of the patient. How is communication affected when the needs of the patient are not met? How can you meet the needs of the patient when they are in the hospital?

HUMAN NEEDS Needs motivate a person to act or behave in certain ways Needs must be met in order to live fulfilling life

Maslow’s Hierarchy of Needs

Maslow’s Hierarchy of Needs Physiological (needs of the body) Required for life Oxygen Food Water Elimination of waste Protection from extreme temperature Sleep Sensory and motor stimulation

Maslow’s Hierarchy of Needs Safety and Security Need to feel secure in environment Free from anxiety and fear

Maslow’s Hierarchy of Needs Love and Affection Need for friendship, social acceptance, love Sexuality

Maslow’s Hierarchy of Needs Esteem Respect from others Self-respect Pride Meaningful career

Maslow’s Hierarchy of Needs Self-Actualization All other needs have been met Fulfilling one’s potential Compassionate Ethical Creative

Meeting The Need Direct: Have realistic goals Work hard Cooperate with others

Meeting The Need Indirect: Relieves tension/frustration from unmet needs Reduces the particular need through defense mechanisms

Defense Mechanisms Rationalization: using a logical reason or socially acceptable explanation that makes a behavior seem appropriate Projection: attributing one’s own undesirable qualities to another person Compensation: redirecting of goals Displacement: redirecting a behavior from original person to another person or object

The End