1. CLIENT COMMUNICATIONS 1.02 PP1

2. Definition of Communication
Webster’s dictionary definition:
“to give, or give and receive information, signals, or messages in any way, as by talk, gestures, writing, etc.”

3. Types of Communication: Verbal and Non-Verbal
1.02 Understand effective communication

4. Types of Communication: Verbal and Non-Verbal
Spoken/Oral
Verbal
Communication
Non-Verbal
1.02 Understand effective communication

5. Types of Communication: Verbal and Non-Verbal
Written
Spoken/Oral
Verbal
Communication
Non-Verbal
1.02 Understand effective communication

6. Types of Communication: Verbal and Non-Verbal
Written
Spoken/Oral
Tone of voice
Verbal
Communication
Non-Verbal
1.02 Understand effective communication

7. Types of Communication: Verbal and Non-Verbal
Written
Spoken/Oral
Tone of voice
Verbal
Communication
Vocabulary
Non-Verbal
1.02 Understand effective communication

8. Types of Communication: Verbal and Non-Verbal
Gestures
Written
Spoken/Oral
Tone of voice
Verbal
Communication
Vocabulary
Non-Verbal
1.02 Understand effective communication

9. 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

10. 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

11. 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

12. 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

13. The Communication Model
1.02 Understand effective communication

14. The Communication Model
Sender
1.02 Understand effective communication

15. The Communication Model
Sender
Message
1.02 Understand effective communication

16. The Communication Model
Sender
Receiver
Message
1.02 Understand effective communication

17. The Communication Model
Sender
Receiver
Message
Feedback
1.02 Understand effective communication

18. Parts of the Communication Model
Sender – Person who begins the process of creating a message or material to be communicated

19. Parts of the Communication Model
Message – material to be communicated

20. Parts of the Communication Model
Receiver – person for whom the message is intended: interprets the meaning of the message

21. Parts of the Communication Model
Feedback – the receiver’s way of ensuring that the message that is understood is the same as the message that was sent
takes place after the receiver has interpreted the message

22. 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

23. Communication Process
Engagement
Connection between the HCP and the pt
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

24. Communication Process
Engagement:
Effective Communication Strategies
Introduce yourself
Allow the pt 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

25. Communication Process
Understanding
HCP makes the pt feel accepted
HCP empathizes with the pt
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

26. Communication Process
Understanding:
Effective Communication Strategies
Allow pt 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

27. Communication Process
Education
To increase the pt’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

28. Communication Process
Education:
Effective Communication Strategies
Use language the pt understands
Make sure all pt’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

29. Communication Process
Sense of Partnership
HCP and pt work together regarding their problem
and tx 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

30. Communication Factors
The message must be clear and concise
It must be in terms that the sender and the receiver can understand.
Delivery of the message must be clear and concise manner
using good grammar and correct pronunciation
moderate tone

31. Communication Factors
The receiver must be able to understand the message
pitch with good inflections avoiding a monotone
Speed of delivery is also important.
Interruptions or distractions must be avoided
Excessive noises, room temperature, lightening

32. Factors That Influence Communication
The receiver must be able to hear and receive the message
Be alert to pts. taking meds
visual./hearing impairments or language barriers
Clarify/change form of message if necessary

33. Factors That Influence Communication
Confidence in the receiver is important
Be cautious of attitudes and prejudices
Be aware of terminology

34. 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

35. 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

36. 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

37. Communication Process
Active Listening
Reflection
Careful thought (thinking back)
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

38. Remember You are there for the pt
Remember You are there for the pt. And they are entitled to quality healthcare.

39. Pts right to quality HC Health care workers should:
Allow patients to express their fears or anger
Encourage them to talk about their feelings
Avoid arguing
Remain calm
Talk in a non-threatening tone of voice
Provide quality care

40. The End!