1.02 Factors that affect communication

Factors that affect communication Influences Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Frustrations – Impatience, anger, annoyance. Life Experiences – Shared Experiences. 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings Discuss how feelings influence communication Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings influence communication Frustrations Emotions Discuss how emotions influence Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare professionals Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Factors that affect communication Influences Prejudices Feelings influence communication Frustrations Emotions influence Life Experiences Discuss how life experiences influence communication Common Interests Influences can be positive or negative: Positive: Shows interest and concern; Experience worthwhile communication; and leads to effective healthcare workers Negative: Disinterest and lack of concern; communication breakdown Examples of Influences on Quality of Communications Prejudices – Bias, opinions, stereotypes. Affect how people feel about others and relate to others Feelings affect communications Example: Bias toward lazy people Frustrations – Impatience, anger, annoyance. Emotions affect communication Take time to analyze emotions and be responsible for own behavior Life Experiences – Shared Experiences. Common interests and hobbies increase shared experiences Most effective communication based on shared experiences Fewer shared life experiences when there are wide age differences between the healthcare professional and patient 1.02 Understand effective communication

Barriers to Communication Sender Barriers Receiver Message Barriers Feedback Absent or Distorted Barriers make it difficult to: send a clear message understand message being sent provide appropriate feedback 1.02 Understand effective communication

Barriers to Communication Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory impairment Speech impairment Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory impairment Speech impairment Cultural Language differences Health practices and beliefs Religions Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

Factors that Effect Communication: Barriers Personal Attitudes Emotions Labeling Preconceptions Prejudices Resistance to change Physical Cognitive impairment Physical challenges Sensory Impairment Speech impairment Cultural Language differences Health practices and beliefs Religions Environmental Activity level Comfort level Noise arrangement Time Barriers and Strategies to Improve Communication Personal: Emotions & Attitudes; Resistance to change; Preconceptions; Prejudices & Personality; Labeling - “Lazy”, “Mean” Physical: Sensory Impairment – Deafness, Blindness; Cognitive Impairment – Memory deficits, perceptual problems, Problem solving impairments, emotional problems; Physically Challenges; Speech Impairments Cultural: Language differences; Health practices and beliefs; Religions; and Diversity in race, gender, age, ethnicity, socioeconomic status, occupation, health status, religion, or sexual orientation Environmental: Noise & Activity Level; Time; Physical Arrangement & Comfort Level Talking too Fast – Delivering the message too fast Strategies: Personal: Use appropriate terms that patients can understand – lay terms versus medical terms; recognize prejudices to overcome them; control behavior Physical: Hearing Impairment – Quiet area, eliminate unnecessary sounds, look at the person talking, use hearing devices, and speak clearly Visual Impairment – Use large print documents and tactile cues Cultural: Language – Secure an interpreter, speak slowly, use gestures, use pictures, avoid slang and local phrases Religious/Cultures – Know the practices of others and be respective of them when providing care, for example, Middle Eastern men make decisions for the families Diversity – Eye contact, Gestures, and Body Language – Sign of listening and sincerity, can be interpreted as sign of hostility and disrespect in some cultures, vary depending on cultural beliefs Environmental – Calm, quiet, distraction free environment; Private area; Accessible patient care areas 1.02 Understand effective communication

1.02 Strategies that can improve communication

Communication Strategies - Personal - Use appropriate terms that patients can understand Recognize influences and barriers to overcome them Control behavior 1.02 Understand effective communication

Communication Strategies - Physical - Hearing Impairment Speak clearly Look at the person talking Use hearing devices Eliminate unnecessary sounds Go to a quiet area 1.02 Understand effective communication

Communication Strategies - Physical - Visual Impairment Use large print documents Use tactile cues 1.02 Understand effective communication

Communication Strategies - Cultural - Language Secure an interpreter Speak slowly Use gestures Use pictures Avoid slang and local phrases 1.02 Understand effective communication

Communication Strategies - Cultural - Religion Know the practices of others Be respectful of the practices of others 1.02 Understand effective communication

Communication Strategies - Cultural - Diversity Includes Eye Contact, Gestures, and Body Language Can be interpreted as sign of hostility and disrespect in some cultures Sign of listening and sincerity Vary depending on cultural beliefs 1.02 Understand effective communication

Communication Strategies - Environmental - Accessible patient care areas Calm, quiet environment Private area 1.02 Understand effective communication

1.02 Team Communication

Team Communication: Oral Reporting Report abnormal observations and results to supervisor immediately Report observations, test results, and patient requests to supervisor and care provider prior to leaving area Team reports occur at team meetings and the end of shifts 1.02 Understand effective communication

Team Communication: Written Reporting The chart is a legal document Information must be accurate Test results or observations are documented on the patient’s medical record 1.02 Understand effective communication

Team Communication: Written Reporting Use correct grammar and sentence structure Amending the patient’s record Make a straight line through the statement Record date and initial Do not erase or use whiteout 1.02 Understand effective communication

Team Communication: Electronic Reporting Electronic patient records Computer networks provide fast and easy access to patient data history diagnostics research Used to request patient diagnostic or treatment information Input via tablet, voice, or keyed entry Patient Diagnostic or Treatment Information: Diet Changes, Laboratory Tests, Medications, X-rays, etc…. 1.02 Understand effective communication

Team Communication: Electronic Reporting Safety measures must be implemented Confidentiality and HIPAA training Password protection Limited personnel access 1.02 Understand effective communication

Communication Technology Fax Follow agency policies regarding transfer of patient records Protect patient confidentiality Use cover page Confirm delivery to intended recipient 1.02 Understand effective communication

Communication Technology Internet Healthcare providers utilize the web to provide: information education Protect username and password Verify credibility of websites used for research 1.02 Understand effective communication

Communication Technology Email Be professional in content and grammar Make your message clear and concise. Respond in a timely manner 1.02 Understand effective communication

Communication Technology Email Check for spelling and grammar errors. Let your reader know if no response is required. If you reference another individual in your e-mail, you should CC that person. 1.02 Understand effective communication

Communication Technology Email Include contact information E-mail can lead to miscommunication because tone of voice cannot be heard REMEMBER - Rules of confidentiality and privileged communication apply to e-mail. 1.02 Understand effective communication

Writing Activity – Influences on Patient Communication Mrs. Summers is an alert, ambulatory, 85-year-old patient. She resides in Sunny Care Assisted Living Center. You observe that she argues about everything and with everyone. You cannot remember her ever agreeing to or being willing to do anything. Continued on next slide For example, she does not want to take her medicine, she does not like the food being served for the day, the staff does not clean her room correctly, she does not want to go to any of the recreation activities. Suggested answers: Demonstrate Understanding – Empathize with Mrs. Summers; allow her to share her thoughts and feelings; create a bond; Educate her about her medicines and help decrease her anxiety Sense of Partnership – Make Mrs. Summers to feel a part of the team, use active listening – restate her concerns and clarify frustrations Share common life experiences 1.02 Understand effective communication

Writing Activity – Influences on Patient Communication Clearly identify some influences on Mrs. Summers’ behavior. Include at least 3 communication strategies the healthcare team could use to improve their relationship with Mrs. Summers thereby improving her care. For example, she does not want to take her medicine, she does not like the food being served for the day, the staff does not clean her room correctly, she does not want to go to any of the recreation activities. Suggested answers: Demonstrate Understanding – Empathize with Mrs. Summers; allow her to share her thoughts and feelings; create a bond; Educate her about her medicines and help decrease her anxiety Sense of Partnership – Make Mrs. Summers to feel a part of the team, use active listening – restate her concerns and clarify frustrations Share common life experiences 1.02 Understand effective communication

Writing Activity 2 – Patient Engagement Following the medical plan, you are helping Mr. Green learn to use a walker after his stroke. The greatest challenge is that his wife and family tell him that he does not have to bother with learning to get around himself. Now that he is retired due to disability, they tell him that he can just sit in bed and watch television. How would you talk to Mr. Green and his family about the importance of staying mobile? Suggested Answers: Understanding – Allow Mr. Green and family to share thoughts and feelings Education – Increase patient’s knowledge of illness and complications and to decrease anxiety; Make sure all patient’s and family’s questions are addressed Sense of Partnership – Work together on treatment plan with family and Mr. Green Deal with frustrations family may be feeling as well as Mr. Green Work together to establish interests and hobbies Mr. Green will be going back home to be involved in. 1.02 Understand effective communication

1.02 Understand effective communication

1.02 Understand effective communication Reflection How do you communicate? Do you like to talk? Are you a good listener? What makes you a good listener? Why do healthcare professionals have to have good communication skills? healthcare Professionals must communicate effectively and appropriately with other healthcare workers, patients & clients, their families, students, visitors, administrators, and business contacts. The greater responsibility for communication rests with the healthcare professional. Listening is the most important part of communication. 1.02 Understand effective communication

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

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 healthcare professional and the patient 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 patient 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 Healthcare professional makes the patient feel accepted Healthcare professional empathizes with the patient 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 patient 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 patient’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 patient understands Make sure all patient’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 Healthcare professional and patient work together regarding their problem and treatment 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 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 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