1. Therapeutic Communication Skills
Chapter 1
Therapeutic Communication Skills

2. “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
-Maya Angelou

3. Objectives Compare / Contrast social vs. Therapeutic Communication
Analyze the 5 C’s of communication
Discuss and Identify the 2 keys to successful communication
Identify 3 listening goals for the healthcare professional
Describe 6 Roadblocks/barriers to Communication

4. Questions for Professional
Genuinely enjoy helping people?
Comfortable in the “servant” role?
Treat patients as guests?
Able to accept differences?
Firm yet gentle?
Keep from co-dependency?

5. Human Relations Communication Skills
Social communication
Nonspecific professional skills (small talk)
Assist client, make comfortable
Therapeutic communication
Specific, well-defined professional skills
Based on client’s needs
Supports and educates client/pt in a professional manner
Requires technical communication skills

6. Verbal Communication Five Cs of communication Complete Clear Concise
Cohesive
Courteous

7. Two Keys to Successful Communication
Congruency between the verbal and non-verbal message
Non-verbal cues appear in groups (clustering)
70% of communication is non-verbal
23% is tone of voice
7% is actual message

8. Verifying the perceptions
Communication Cycle
SENDER
formulates idea
MESSAGE
speaking
listening
gesturing
writing
RECEIVER
Active listening
FEEDBACK
Verifying the perceptions
Discuss how the communication cycle works.
Give examples for health professionals and clients.
How important is the feedback cycle?

9. Nonverbal Communication
Body language, kinesics
Learned behavior, cultural influence
Feelings
Clustering of nonverbal cues
Congruency between nonverbal and verbal communication
Facial expression
Touch
Personal space
Position
Posture
Gestures, mannerisms

10. Listening Skills & 3 Goals
We are given two ears and only one mouth
Third ear
Active listening, concentration
Paraphrasing
Thinking about something else
Improve skills so client is fully understood
Listen to what is not said, to hints
Determine accuracy of received message

11. Roadblocks/Barriers to Communication
Class discussion on identifying the roadblocks or barriers to communication

12. Influences On Life Genetic Cultural Economic Life experience
Spiritual, moral values
Models and mentors

13. Therapeutic Response Self-awareness, its value to professional
Ideal self, public self, real self
Congruency
Self-assessment
Positive self-acceptance
This project was funded at $3,000,000 (100% of its total cost) from a grant awarded under the Trade Adjustment Assistance Community College and Career Training Grants, as implemented by the U.S. Department of Labor’s Employment and Training Administration. Rogue Community College is an equal opportunity employer/program. Auxiliary aids and services, alternate form and language services are available to individuals with disabilities and limited English proficiency free of cost upon request.
This work is licensed under a Creative Commons Attribution 4.0 International License.