1. Effective Communication
Objectives:
Essential Questions:
Identify the components of effective communications
Organize information needed to complete a task
Compare communication skills needed in different health care professions
Develop verbal communication skills
Adapt communication to the needs of the individual.
How does the communication process affect health care delivery?
What are barriers to communication?
How do you adapt communication to the needs of the patient?
What is active listening and why is it important when communicating with the patient?

2. Communication Pre-Quiz
What 3 things must be present for communication to occur?
Give some examples of barriers to communication,
What is non-verbal communication and give some examples.
What is active listening? Why is it important in health care?

3. Communication in Health Care
Verbal/nonverbal exchange of messages, ideas, thoughts, feelings & info
Is a process

4. Communication in Health Care
Three things must be present
Sender: desires to transmit info to another person/group
Receiver: person or group for whom info is intended
Message: info that must be transmitted
Other elements:
Frame of reference
Feedback

5. Verbal Communication The use of language & words Used most often
Most effective form
Instant feedback
Ends confusion
Goals in health care
Build rapport
Get info from patients
Give instructions to patients
Confirm understanding

6. Written Communication
Form of verbal communication
Allows writer to organize thoughts
Must be:
Accurate and concise
Free of grammar, spelling, punctuation errors
Use appropriate language

7. Tying Your Shoes Activity Questions
Write a self-reflection on your experience. Include the following and give details!
Was this a difficult activity to do? Why or why not?
What problems did you encounter?
Why is it so hard to give verbal directions only?
Did anyone emerge as a leader? Who was it and what did they do?

8. Nonverbal Communication
Objectives:
Essential Questions”
Characteristics of nonverbal communications
How physical behaviors affect communication
How touch is an important means of communication
What are the characteristics of nonverbal communication?
Why is nonverbal communication important in health care?
How does touch affect communication with the patient?

9. Nonverbal Communication
All messages that are not expressed as words
Used in addition to or as a substitute for language
Characteristics:
Primary means of expression
Constantly occurring
Dependent on context
More believable than verbal communication

10. Nonverbal Communication
Physical behaviors: any movement of face, hands, feet, trunk, or other body parts that communicate a message
Facial expressions
Eye contact
Posture and gait
Gestures
Physical Appearance
Expressed by grooming habits
Clothing sends message of type of occupation

11. Nonverbal Communication
Vocal behaviors: reinforces the meaning of the message
Examples:
Pitch
Range of voice
Volume
Rate/pace
Quality

12. Nonverbal Communication
Proximity: physical space between people
Sends strong messages about thoughts and reactions
Personal distance: 18” to 4 ft
Social distance 4-12 ft
Influences
Status
Culture
Content of interaction
Gender
Age

13. Nonverbal Communication
Touch: one of the most personal & powerful means of communication
Essential in healing process
Kind & amount that is appropriate varies with culture, family background, age, gender
Meaning of touch depends on type, situation, culture and who is doing touching
Watch for touch avoidance

14. Active Listening Another important part of communication
Listening is paying attention to and hearing what person has to say
Common skills:
Show interest, have a positive attitude
Maintain eye contact
Avoid interrupting
Avoid person prejudices
Watch for nonverbal contradictions

15. Active Listening Restatement: Reflection: Clarification:
Repeat message back to sender in their own words
Verifies correct message received & understood
Reflection:
Responding with empathy
Clarification:
Receiver asks question to get a clearer explanation
Clear up confusion about message

16. Barriers to Communication

17. Emotions & Attitudes Avoid extreme emotions Attitudes include:
Prejudice
Selective comprehension
Complacency

18. Preconceptions Similar to prejudice Types: Physical appearance
Ethnicity
Education level
Income level

19. Resistance to Change With self or with patient
Be flexible and open-minded
Communicate the benefits of change in a positive way to patients

20. Self-Absorption Self-preoccupation may miss message
Focus 100% on patient

21. Language May not speak same language Medical terminology
Find an interpreter or family member
Speak slowly, use simple words, gestures or pictures
Medical terminology
Use language easily understood

22. Health Beliefs
Beliefs about health practices and treatments may conflict with traditional medicine
Patient may also supplement the prescribed treatment with their own culturally-accepted methods
Be sensitive about cultural differences

23. Eye Contact
Differing cultural views on what is or is not appropriate eye contact
In some cultures direct eye contact is viewed as disrespectful.
Respect and adjust to the patient’s cultural differences

24. Religion Organized belief in a higher power
Influence many aspects of people’s lives including birth, life, diet, illness, and death
Be aware of common religious influences

25. Hearing Challenges Deaf patients: Hard of hearing patients:
Use sign language
Use body language and gestures
Face patient when speaking
Hard of hearing patients:
Speak clearly at moderate pace
Keep sentences short and easy

26. Vision Challenges Blind patients: Low-vison patients: Speak softly
Announce presence
Describe procedures
Low-vison patients:
Lighting
Bigger body gestures

27. Physical Challenges Be seated when speaking with person in wheelchair
Clear clutter
Patient may not communicate well if ill or in pain

28. Mental State
Be prepared to treat mentally or emotionally challenged patients with calmness
Patient may be
on strong medication
Upset or confused
Experiencing stress

29. Environment Noise and activity levels Physical arrangement and comfort
Control noise level when speaking with patient
Physical arrangement and comfort
Provide for privacy
Room temp
Time
Hurried conversation may lead to missing patient info
Patient feels unimportant

31. Barriers to Effective Communication
Barriers to receiving the message
Background noise or interruptions
Ability to read
Medications
Age
Level of education
Limited English
Visual, hearing, hearing impairment
Attitudes & prejudices
Trust in sender

32. Barriers to Effective Communication
Understanding the Message
A shared understanding of a message
– 7% of a message is conveyed by words
– 38% by tone of voice
– 55% by nonverbal behavior
Body language, facial expressions & inappropriate responses may suggest lack of understanding
Rephrasing message will clarify for receiver
Receivers’ attitude & prejudices may interfere
Utilize active listening: reflective statements & clarification
Maintain eye contact, open mind

33. Barriers to Effective Communication
Barriers to transmitting the message
Terms patient unable to understand
Meaningless terms
Tone & pitch of voice
Speed of speaking
Use of slang or w/ more than one meaning

34. Human Needs Objectives: Essential Questions:
Effectively identify the needs of the patient through the use of Maslow’s hierarchy of needs
How needs are met.
Ways to meet the needs of the patient.
How is communication affected when the needs of the patient are not met?
How can you meet the needs of the patient when they are in the hospital?

35. HUMAN NEEDS Needs motivate a person to act or behave in certain ways
Needs must be met in order to live fulfilling life

36. Maslow’s Hierarchy of Needs

37. Maslow’s Hierarchy of Needs
Physiological (needs of the body)
Required for life
Oxygen
Food
Water
Elimination of waste
Protection from extreme temperature
Sleep
Sensory and motor stimulation

38. Maslow’s Hierarchy of Needs
Safety and Security
Need to feel secure in environment
Free from anxiety and fear

39. Maslow’s Hierarchy of Needs
Love and Affection
Need for friendship, social acceptance, love
Sexuality

40. Maslow’s Hierarchy of Needs
Esteem
Respect from others
Self-respect
Pride
Meaningful career

41. Maslow’s Hierarchy of Needs
Self-Actualization
All other needs have been met
Fulfilling one’s potential
Compassionate
Ethical
Creative

42. Meeting The Need Direct: Have realistic goals Work hard
Cooperate with others

43. Meeting The Need Indirect:
Relieves tension/frustration from unmet needs
Reduces the particular need through defense mechanisms

44. Defense Mechanisms
Rationalization: using a logical reason or socially acceptable explanation that makes a behavior seem appropriate
Projection: attributing one’s own undesirable qualities to another person
Compensation: redirecting of goals
Displacement: redirecting a behavior from original person to another person or object

46. The End