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3. Importance of Communication
Exchanging messages between sender and receiver
Message exchange
Verbal, nonverbal, written, and electronic
Need for communication excellence
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Patient Well-Being
Need for respect and understanding of individual patients and their needs
Impact on speed of patient recovery
Stressors to the patient
Poor communication can lead to fatal errors
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5. The Communication Process
1. Set communication goals
2. Create message
3. Deliver message
4. Listen to response
5. Offer feedback and seek clarification
6. Evaluate encounter and revise message
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6. 1. Set Communication Goals
Ask specific questions
Deep level of communication
Goals come in many forms
Show sincere concern for patient’s welfare
Establish trust
Enhance patient’s self-esteem
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Collect Information
Factors to consider
Patient’s level of understanding
Emotional factors
Physical factors
Urgency of communication
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2. Create the Message
Ask questions
Closed-ended
Open-ended
Probing
Leading
Using humor
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3. Deliver the Message
Nonverbal communication
Body language
Facial expressions
Use of touch
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4. Listen to the Response
Listening is an active process
Concentration
Attention
Observation
Empathy
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11. 5. Offer Feedback and Seek Clarification
Paraphrasing
Reflecting
Asking questions
Requesting examples
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12. 6. Evaluate the Encounter
Was the communication goal met?
If not met, identify the difficulty
Communication barriers
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13. Patients with Special Needs
Terminally ill
Those in pain, medicated, confused, or disoriented
Hearing, visually, or speech impaired
Angry
Foreign language speaker
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Special Applications
Telephone communication
Patient education
Group presentations
Handling gossip
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