1. Basic Communication

2. Basic Communication TABLE OF CONTENTS
Lessons 1. Types of Communication Go 2. Communication Process Go
TABLE OF CONTENTS

3. Lesson 1 – Communication in Health Care
Process of exchanging messages
health care workers
patients
patients’ families
students and visitors
administrators and business contacts.
Communication in Health Care
Communication is the process of exchanging messages. Few other professions require the level and range of communication skills that the health care industry does. In this atmosphere, accurate communication is vital. Health care professionals must communicate effectively and appropriately with other health care workers, patients and clients and their families, students, visitors, administrators, and business contacts. The greater responsibility for communication rests with the health care worker.
Communication exists in many forms, including verbal, written, and nonverbal.

4. Lesson 1 – Verbal Communication
Use of language and words
Most effective form
Goals:
Establish rapport
Obtain information from patients
Confirm understanding
Relay information to other health care workers
Give instructions to patients
Verbal Communication
Verbal communication is the use of language and words to send and receive information. Verbal communication can take place face-to-face or over the telephone. It can also occur one-to-one or in a group.
Verbal communication is the form people use most often. And it is the most effective. It allows for instant feedback and discussion. It can end confusion instantly and bring about clarity and understanding.
The goals for verbal communication in the health care environment can typically be put into one of the following categories.
Establish rapport, or a connection
Obtain information from patients
Confirm understanding
Relay information to other health care workers
Give instructions to patients

5. Lesson 1 – Tone of Voice Expresses speaker’s feelings
Patients can pick up on fear, agitation, calmness, and confidence
Adjust tone of voice appropriately to the situation
Tone of Voice
It has been said many times, “It’s not what you say, but how you say it.” This saying refers to tone of voice. A speaker’s feelings are expressed through tone of voice.
A health care worker’s tone is very revealing to a patient. Patients can easily pick up on fear, agitation, calmness, and confidence from a health care worker’s volume, rate, and pitch.
Health care workers must be aware of how they sound. If they can adjust their tone of voice appropriately to the situation, it can become an effective communication tool. They can use their tone to calm and reassure patients, even if the news is bad.

6. Lesson 1 – Language Choice
Translate medical terminology into lay terms
At the same time, health care workers must avoid talking down to patients by over-simplifying their language.
They should also be careful to enunciate words and avoid mumbling.
Language Choice
With all the medical terminology that health care workers are required to know, they practically speak a different language. They need that language when conversing with colleagues. However, when interacting with patients, they must translate the medical terminology into lay terms. Lay terms are everyday language that patients can understand. For example, instead of saying lumbar, say lower back. Instead of costae, say ribs.
At the same time, health care workers must avoid talking down to patients by over-simplifying their language. They should also avoid making noises such as “uh” and “um,” which are meaningless. Finally, they should be careful to enunciate words and avoid mumbling. The result is health care workers that sound professional and knowledgeable. That professionalism builds patients’ confidence in health care workers.

7. Lesson 1 – Written Communication
Form of verbal communication
Allows writer time to research and to organize thoughts
Must:
Be accurate and clear
Be brief with logical organization
Be free of grammar, spelling, and punctuation errors
Use appropriate vocabulary
Written Communication
Written communication is a form of verbal communication. Depending on the situation, there are benefits to using written communication. Written communication allows the writer time to research and to organize thoughts. Additionally, once written communication is completed, it can be proofread and edited before it reaches its audience.
Written communication must be accurate and clear. And it should be brief with logical organization. It should be free of grammar, spelling, and punctuation errors. Finally, written communication should include vocabulary that is appropriate for the reader.
Health care workers use written communication for the following items.
Messages and orders
Test results
Notes in patient charts
Informed consent documents
Procedures and policies
Patient education material
Surveys
Letters and memos

8. Lesson 1 – Selecting the Correct Form
Would message be better delivered orally?
Does the message require a written record?
What format?
Selecting the Correct Form
Before using written communication, health care workers must first ask themselves if the message would be better delivered orally. They should also decide whether or not the message requires a written record. Once it has been determined that written communication is necessary, health care workers must decide what format the message should take. The written message could be a letter, , report, etc.
Memos are typically used for internal communication. Internal communication occurs within an organization, such as between a physician and a nurse. Letters are often used for external communication.
External communication includes items that are sent outside of the agency, such as to an insurance company or to the community.

9. Lesson 1 – Writing Memos Often used in the health care industry
Standard parts:
TO:
FROM:
DATE:
SUBJECT:
body
Writing Memos
Memos are a form of written communication. They are used often in the health care industry, both in printed form and via electronic mail, or . Memos have some standard parts.
TO: This part should include the names of all the people for whom the memo is intended.
FROM: This part should include the name of the person sending the memo.
DATE: This part should contain the date the memo is created.
SUBJECT: This part should briefly state the purpose of the memo.
The body of the memo follows these parts and includes the details of the message.

10. Lesson 1 – The Five W’s Who is the audience?
What is the purpose of the message?
Why is the message important?
When did or will the event occur?
Where did or will the event take place?
The Five W’s
Once a format has been determined for written communication, health care workers must write the message using the five W’s.
Who is the audience?
What is the purpose of the message?
Why is the message important?
When did or will the event occur?
Where did or will the event take place?

11. Lesson 1 – Nonverbal Communication
Used in addition to or as a substitute for language
Includes:
Eye contact and facial expressions
Gestures and body language
Physical appearance
Touch
Proximity
Nonverbal Communication
Nonverbal communication includes methods used in addition to or as a substitute for language. Nonverbal communication includes the following methods.
Eye contact and facial expressions
Gestures and body language
Physical appearance
Touch
Proximity

12. Lesson 1 – Eye Contact and Facial Expressions
Direct eye contact sends a powerful and positive message
Smiles and other facial expressions
Be conscious of interpretation and own expression
Eye Contact and Facial Expressions
Eye contact is one form of facial expression. Direct eye contact usually sends a powerful and positive message.
Smiles also generally communicate a positive message. However, an artificial smile can often be detected by others. Other facial expressions communicate, as well.
A blank stare can indicate fever.
A grimace can express pain.
A bland look can suggest depression.
Health care workers must be conscious of both interpreting facial expressions in others and in mastering their own expression to be sure that they are sending the appropriate message. Health care workers should strive for an open, friendly expression that is neither too solemn nor too cheerful.

13. Lesson 1 – Gestures and Body Language
People use their bodies instead of words
Posture also conveys a message.
Read and use gestures and body language
Gestures and Body Language
What can the tapping of a foot imply? Crossing the arms? Waving? In addition to facial expressions, people can communicate through body language and gestures. Body language sends powerful messages to others. At times, people use their bodies instead of words, such as when someone nods or shakes the head.
Posture also conveys a message. People who stand up straight exude confidence, while people who slouch appear unsure of themselves.
Health care workers must be skilled both in reading and in using gestures and body language effectively. They should be sure to lean forward slightly when interacting with patients. This body language shows interest in the patient.

14. Lesson 1 – Physical Appearance
Uniforms send the message that they belong to the health care field
Physical appearance is also expressed by grooming
Physical Appearance
In the health care industry, many workers wear uniforms. Their uniforms send the message that they belong to the health care field. Depending on the patient, this message can have positive or negative effects. Some patients take comfort from the image of someone in uniform, while others are intimidated or frightened by it. Health care workers must be aware of these opposing views and be sensitive to how they interact with patients based on how their appearance is received.
In addition to uniforms, physical appearance is also expressed by grooming. Someone who is well-groomed communicates a positive message. Someone that is disheveled and not properly groomed can send a negative message. Piercings, facial hair, and overdone make-up can negatively communicate to others.

15. Lesson 1 – Touch Touch can communicate many things.
Touch can also be misinterpreted
Be conscientious to touch patients with only kindness and respect.
Touch
Touching patients is required in many areas of the health care field. Touch can communicate many things. Touch can also be misinterpreted, which can be a serious matter. Special licensing that is required for health care workers provides them with some protection against some misinterpretations. However, health care workers must always be conscientious to touch patients with only kindness and respect. Patients can easily detect an inappropriate or uncaring touch. Communication in touch can also be expressed in how quickly and comfortably a health care worker moves with a patient.
Beyond clinical touching that is required, health care workers may also feel inclined to give patients reassuring touches in the appropriate context. In some cases, a kind, concerned hand on a patient’s shoulder can communicate far more than words can.

16. Lesson 1 – Proximity Physical space between people Includes:
Distance between people
Height
Odor
Sensitivity and professionalism are required when patient proximity is an issue
Proximity
Proximity refers to the physical space between people. The distance between people is one aspect of proximity. The appropriate distance between people varies among cultures. Health care workers must often invade patients’ personal space in order to perform their duties. Sensitivity and professionalism are required when patient proximity is an issue.
Proximity can also be communicated through height. In communication between two people, if one is standing and one is sitting, the person who is standing communicates authority over the other person. In the health care industry, there are many cases where a health care worker will stand over a patient who is seated or lying down. Health care workers must be sensitive to how their proximity affects patients. Health care workers should sit down as often as possible when communicating with patients.
Finally, proximity can also include odors. Health care workers who have close contact with patients should be aware of the type of body soap and deodorant they use. They should limit or forgo perfume or cologne and practice good oral hygiene.

17. Lesson 2 – Communication Process
Communication is a process.
The sender-receiver model is a way to break down the process into steps.
Use with active listening
Communication Process
Communication is a process. The sender-receiver model is a way to break down the process into steps. This model can be used together with active listening skills to create effective communication.

18. Lesson 2 – Sender-Receiver Model
The sender is the person who encodes, or gives, information.
The receiver is the person who decodes, or accepts, the information.
The message is the information that is being communicated.
Other elements include frame of reference and feedback.
Sender-Receiver Model
The sender-receiver model includes a sender, receiver, and a message. Other elements include frame of reference and feedback. The sender is the person who encodes, or gives, information. The receiver is the person who decodes, or accepts, the information. The message is the information that is being communicated.
In a working model, the sender gives a message. The receiver accepts the message and decodes the message based on his or her frame of reference, or experiences and values. The receiver gives a response, called feedback. The sender then interprets the feedback based on his or her own frame of reference. This confirms to the sender whether or not the original message was received properly.

19. Lesson 2 – Active Listening Skills
Show interest.
Be alert.
Maintain eye contact.
Avoid interrupting.
Pay attention.
Avoid thinking ahead for a response.
Try to ignore personal prejudices.
Ignore distractions by moving to a quiet place.
Watch the speaker closely for nonverbal contradictions.
Maintain a positive attitude.
Active Listening Skills
Active listening is another important part of the communication process. Listening is paying attention to hear what the sender is saying.
Good listeners have these skills in common. They:
Show interest.
Be alert.
Maintain eye contact.
Avoid interrupting.
Pay attention.
Avoid thinking ahead for a response.
Try to ignore personal prejudices.
Ignore distractions by moving to a quiet place.
Watch the speaker closely for nonverbal contradictions.
Maintain a positive attitude.

20. Lesson 2 – Restatement, Reflection, and Clarification
Restatement involves repeating the message back to the sender in the receiver’s own words.
Reflection involves responding with empathy.
Clarification occurs when the receiver asks questions to get a more concise explanation or to clear up any confusion about the message.
Restatement, Reflection, and Clarification
Among other listening skills, active listening also involves reflection, restatement, and clarification.
Restatement involves repeating the message back to the sender in the receiver’s own words. For example, a patient explains that she has a headache. The health care worker responds, “You say you have a headache.” Restatement verifies that the correct message has been heard and understood.
Reflection involves responding with empathy. For example, a patient explains and shows the health care worker that he has a splinter in his palm. The health care worker responds sincerely, “Oh yes, I can see the splinter. They are really painful, aren’t they?”
Clarification occurs when the receiver asks questions to get a more concise explanation or to clear up any confusion about the message. For example, a child patient complains that her belly hurts. The health care worker responds, “Can you point on your belly exactly where it hurts?”

21. Lesson 2 – Other Effective Communication Skills
Be conscious of your own body language, including posture and eye contact.
Avoid any display of anger.
Speak slowly, softly, and clearly.
Other Effective Communication Skills
Not all communication skills involve listening. There are other skills that enhance communication.
Be conscious of your own body language, including posture and eye contact.
Avoid any display of anger.
Speak slowly, softly, and clearly.