1. COMMUNICATION SKILLS
CHAPTER 4 4 44
Chapter 4

2. COMMUNICATION SKILLS Sender and Receiver
Logical, concise, keep it simple
Be a good listener, don’t interrupt
Make eye contact and use body language
Open ended questions
Give feed back
Avoid being judgmental

3. HEARING LOSS Common problem with the elderly
Often cannot hear high pitched sounds
Face the person, need to see your lips
Speak slowly and clearly
Lower the tone of your voice
Speak on good side

4. Hearing Aides Be sure to check the battery Can plug with ear wax
Fragile instruments and very expensive
Remove before bathing
Protect from high heat

5. CONFLICT RESOLUTION Conflict resolution is essential in health care
When we don’t get along, the resident suffers
Speak privately first; try to resolve
Be specific, focus only on the conflict
Use “I” statements not “You” statements
Listen to the other person
Be gracious; apologize
Meet the person in the middle; compromise
Go to supervisor if you need to

6. RECORDING & REPORTING RECORDING REPORTING Computer or hand written
Legible, proper spelling & abbreviations
Date and time, after care done
Correct resident
Do not erase or scribble over
Be prompt and accurate
Orderly and concise
Stick to the facts and observations
Subjective information: what the person says
Objective information: what you saw, heard, touched, smelled