1. Communication Influences/Barriers 1.02 PP2

2. 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

3. Barriers to Communication
anything that gets in the way of clear communication
Personal
Physical
Cultural
Environmental

4. 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

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

6. 1.02 Understand effective communication
- Personal -
Use appropriate terms that patients can understand
Recognize influences and barriers to overcome them
Control behavior
1.02 Understand effective communication

7. Physical Disabilities
Deafness or hearing loss
Blindness or impaired vision
Aphasia or speech disabilities

8. Improved communication with the hearing impaired
Use body language (gestures/signs)
2. Speak clearly
Face the individual (lip reading)
4. Write messages
5. Make sure hearing aids are working
properly
6. Go to quite area, eliminate
unnecessary noises

9. Improved communication with the visually impaired
1. Use a soft tone of voice.
Describe events that are
occurring, explain noises
3. Announce your presence as
you enter a room.
4. Use large print documents
Use touch (tactile cues)
when appropriate.

10. Improving communication with someone with aphasia or speech impairments
Health care worker must be patient
Allow them to try and speak
Encourage them to take their time
Repeat message to assure accuracy

11. Aphasia / speech impairments
Encourage them to use gestures or point to objects
Provide pen and paper if they can write
Use pictures with key messages to communicate

12. Psychological Barriers
Often caused by:
Prejudice
Frustations
Life experiences
Stereotypes: such as “dumb blond” cause us to make snap judgments about others that affect the communication process.

13. Psychological Barriers
Health care workers must learn to put prejudice aside and show respect for all individuals.
Is that possible for you?

14. Cultural Barriers Deal with beliefs, attitudes and customs
Individualized beliefs/practices r/t health and illness
Some cultures believe in balance: if the body is cold, they eat hot foods.
Illness is due to demons/evil spirits
Health is a reward from God and illness a punishment

15. Culture Cultural beliefs must be respected (religion)
Pts. may practice their remedies in addition to modern HC techniques
Cultural diversity may interfere with communication in various ways.

16. Cultural Barriers - Language
People who do not speak the same language as you may have a difficult time communicating. You should:
Speak slowly
Use nonverbal communication
speak slowly/clearly
Find an interpreter
Avoid slang/local phrases

17. Eye Contact/Gestures/Body Language
Dependent upon cultures
May be acceptable or viewed as a sign of disrespect or hostility
Sign of listening and sincerity

18. Cultural Barriers – Eye Contact
In some cultures
it is not acceptable
and looking down is
a sign of respect

19. Cultural Differences – Terminal Illness
In some cultures, the patient is NOT told his/her prognosis and family members are responsible for making care decisions

20. Cultural Differences - Touch
In some cultures, it is wrong to touch someone on the head

21. Cultural Differences – Personal Care
In some cultures, only family members provide personal care.
Respect and acceptance of cultural diversity is essential fo any health care worker.

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

23. 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

24. The End!