1. Communication
Essential Skills for Health Care Professionals

2. Objectives Students will:
Demonstrate the use of positive communication techniques.
Utilize two types of communication.
Explore possible barriers to communication
Relate and communicate multicultural and multilingual needs.
Differentiate between subjective and objective information.
Maintain confidentiality.
Evaluate technological threats to confidentiality.
Discuss patient/client confidentiality.
Analyze legal ethical aspects of confidentiality.

3. Communication The exchange of information Two types:
Verbal - written or spoken language
Nonverbal - message spread through body language, gestures, expression

4. Effective Communication
For communication to be effective:
Use words that mean the same thing to you and the receiver of the message.
Use familiar words.
Be brief and concise.
Give information in a logical and orderly manner.
Give facts and be specific

5. Components of Communication
Sender - person sending the message
Message - information to be conveyed
Receiver - person the information is intended for
Problems in either component can lead to miscommunication and/or misunderstandings

6. Barriers to Communication
Communication barrier – Anything that gets in the way of clear communication.
May be in sender, message, or receiver
Common Barriers include:
Psychological attitudes and prejudice
Cultural diversity
Physical disabilities

7. Psychological Barriers
Psychological barriers are often caused by:
Prejudice
Attitudes
Personality
Stereotypes such as “dumb blonde” or “fat slob” cause us to make snap judgments about others that affect the communication process.
Health care workers must learn to put prejudice aside and show respect for all individuals.

8. Guidelines
Health care workers must examine any prejudices they may have and learn to put these aside
Never use language that others may view as offensive
Learning to “read” others body language can help to prevent misunderstanding

9. Cultural Barriers All cultural beliefs must be respected.
Every culture has beliefs and practices regarding health and illness such as:
the body needs balance – if the body is cold, they eat hot foods.
illness is due to demons and evil spirits
illness is punishment from God
Patients may practice their cultural remedies in addition to modern healthcare techniques.

10. Guidelines for Cultural Diversity
Language differences – people who don’t speak English may have a difficult time communicating. You should:
Speak slowly
Use nonverbal communication (smile)
Avoid tendency to speak louder
Find an interpreter

11. Guidelines for Cultural Differences
Eye contact – in some cultures, it’s not acceptable, and looking down is a sign of respect
Terminal illness – in some cultures, the patient is NOT told his/her prognosis, and family members are responsible for making care decisions
Touch – in some cultures, it is wrong to touch someone on the head. Others may limit touch between male and female
Personal care – in some cultures, only family members provide personal care

12. Guidelines for Cultural Differences
Respect and acceptance of cultural diversity is essential for any health care worker.
If unsure of cultural practices, speak with the patient or family to prevent future misunderstandings

13. Physical Barriers Physical barriers may include:
Deafness or hearing loss
Blindness or impaired vision
Aphasia or speech disabilities

14. Communicating with the Hearing Impaired
Use body language such as gestures and signs.
Speak clearly in short sentences.
Face the individual to facilitate lip reading.
Write messages if necessary.
Make sure hearing aids are working properly

15. Communicating with the Visually Impaired
Use a soft tone of voice.
Describe events that are occurring.
Announce your presence as you enter a room.
Explain sounds or noises.
Use touch when appropriate.

16. Communicating with Patients with Aphasia or Speech Impediments
These patients may have difficulty remembering the correct words, may not be able to pronounce certain words, and may have slurred speech.
The health care worker must be patient
Allow them to try and speak
Encourage them to take their time
Repeat the message to assure accuracy
Encourage them to use gestures or point to objects
Provide pen and paper if they can write
Use pictures with key messages communicate

17. Recording and Reporting
Reporting is the oral account of care and observations.
Recording (charting) is the written account of care and observations.
During end-of-shift report, information is shared about:
The care given
The care that must be given
The person’s condition

18. Recording and Reporting
Communication between health care workers is critical in ensuring quality patient care.
Workers must listen carefully and make observations.
Observations must be accurate, concise, and complete.
Use facts and report only what you saw, not the reasons.
NOT – “Mrs. Jones is in pain.”
INSTEAD – “Mrs. Jones is holding her chest with wheezing as she breathes.”
Objective / Sign – what was seen or Observed
Subjective / Symptom - what the patient Said

19. Observations Health care workers use their senses to: See Smell
Color of skin, swelling or edema
Presence of rash or sore
Color of urine or stool
Amount of food eaten
Smell
Body odor
Unusual odors of breath, wounds,
urine or stool (feces)

20. Observations Touch Hearing Pulse Dryness or temperature of skin
Perspiration
Swelling
Hearing
Respirations
Abnormal body sounds
Coughs
Speech

21. The Medical Record The medical record, or chart, is:
A written account of a person’s condition and response to treatment and care
A permanent, legal document
Medical facilities have policies about:
Who can see them
Who records
When to record
Abbreviations
How to correcting errors
What color of ink to use
How to sign entries

22. Confidentiality
You have an ethical and legal duty to keep the person’s information confidential.
The Health Insurance Portability and Accountability Act of 1996 (HIPAA) provides federal protections for personal health information and gives patients an array of rights with respect to that information.

23. HIPAA Guidelines
Health care workers have access to information related to the care of their patients.
Any information is confidential and is only reported to others involved in care of the patient.
Care must be taken when reporting any information to prevent others from hearing the information.
Patient information should never be discussed in public areas such as hallways, cafeterias, elevators, etc.

24. Recording Time Many facilities use a 24 hour clock.
It eases the confusion of whether a time is AM or PM.
1:00am
1:00pm
6:30am
6:30pm

25. Medical Terminology Prefixes, roots, and suffixes
A prefix is a word element placed before a root.
The root is the word element that contains the basic meaning of the word.
A suffix is a word element placed after a root.
Medical terms are formed by combining word elements.
Prefixes always come before roots.
Suffixes always come after roots.
A root can be combined with prefixes, roots, and suffixes.

26. Abbreviations
Abbreviations are used frequently in health care facilities
Use only those accepted by the center.

27. Computers in Health Care
Computers are routinely used in health care facilities to collect, send, record, and store information.
The following guidelines apply:
Use computers only for work purposes.
Do not share your password.
Employers may monitor your
computer use.

28. Phone communications
Good communication skills are needed when answering phones.
Be professional and courteous.
Answer with a greeting, your location, name, and title.
Take messages accurately and deliver promptly.
Follow the center’s policies regarding who can answer and take messages.
Many facilities restrict cell phone use
during work hours.

29. Conflict Conflict can occur in any setting.
If problems are not worked out, the following can occur:
Unkind words or actions occur.
The work setting becomes unpleasant.
Care is affected.

30. Dealing with Conflict
Ask your supervisor for some time to talk privately.
Approach the person with whom you have the conflict.
Agree on a time and place to talk.
Talk in a private setting.
Explain the problem.
Listen to the person.
Identify ways to solve the problem.
Set a date and time to review the matter.
Thank the person for meeting with you.
Carry out the solution.
Review the matter as scheduled.

31. Problem - Solving Use the following steps to help resolve conflict.
Define the problem.
Collect information.
The information must be about the problem.
Identify possible solutions.
Select the best solution.
Carry out the solution.
Evaluate the results

32. Video clip examples: https://www.youtube.com/watch?v=9cX6VaIy2 yA
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