1. Communicate and Work Effectively in Health

2. Communication What is communication? What is communication? Communication is the process of transferring information from one person (the sender) to another person (the receiver). Communication is the process of transferring information from one person (the sender) to another person (the receiver). The information communicated must be understood by both people. The information communicated must be understood by both people. Communication takes place via a medium eg: verbal, memo, email, phone, text etc Communication takes place via a medium eg: verbal, memo, email, phone, text etc

3. Communication For communication to be effective, there must be: For communication to be effective, there must be: 1. Thought, or information that exists in the mind of the sender, 2. Encoding. Message sent in some form to the receiver 3. Decoding. Receiver decodes the information into a concept or form that he she can understand. A message has not been understood until it has been successfully decoded by the receiver. A message has not been understood until it has been successfully decoded by the receiver.

4. GOOD Communication Signs of GOOD communication: 1/Listening - Active and Reflective 2/Attending – concentrating on what is being said 3/ Posture of involvement – holding yourself in an interested manner 4/ Using appropriate body motion – that displays that you are listening 5/ Eye contact between the 2 parties 6/ Non-distracting environment

5. Non-verbal Communication Even when we are not communicating we can be communicating??? Through: Touch Touch Eye contact Eye contact Facial expression Facial expression Posturing etc Posturing etc Attitude Attitude

6. Barriers to communication Physical – if you are not in the same room Physical – if you are not in the same room Culture, bias – different language, looks Culture, bias – different language, looks Noise - anything that disturbs the communication Noise - anything that disturbs the communication Ourselves – ego - we know the information already Ourselves – ego - we know the information already Perception - preconceived ideas about what is being said or about the sender Perception - preconceived ideas about what is being said or about the sender Environmental – tables etc Environmental – tables etc Stress - affects decoding/encoding Stress - affects decoding/encoding

7. Listening Listening within a conversation is just as important as providing the information. There are different ways in which we can listen: Reflective listing – Reflective listing – Paraphrasing – what has been said Paraphrasing – what has been said Reflect feelings Reflect feelings Reflect meanings Reflect meanings Attentive silence Attentive silence Summative Listening Summative Listening

8. Questions The way a question is asked can lead to different information Closed – tend to only allow yes/no answers Closed – tend to only allow yes/no answers Do you feel angry? Do you feel angry? Are you still in pain? Are you still in pain? Open – allow more information to be given by the receiver Open – allow more information to be given by the receiver How does this make you feel? How does this make you feel? How is your pain now? How is your pain now?

9. Giving and Following Instructions Why are instructions given? Instructions ensure that a job is done to specification and requirements. Barriers to Instructions: Barriers to Instructions: Too much information Too much information Not enough information Not enough information Incorrect information is given Incorrect information is given Communication barriers (as stated in previous slide) Communication barriers (as stated in previous slide)

10. Instructions Should be: Sequential – follow an order Sequential – follow an order Clear and concise. Clear and concise. Accurate. Accurate. Appropriate to skill level. Appropriate to skill level. Cover unforseen events. Cover unforseen events. Follow safe work guidelines. Follow safe work guidelines. Up to date. Up to date.

11. Instruction Giver Give instruction clearly Give instruction clearly Ensure safe work practices Ensure safe work practices Request feed back to ensure the instruction was interpreted correctly Request feed back to ensure the instruction was interpreted correctly Demonstrate new techniques if applicable Demonstrate new techniques if applicable

12. Instruction Receiver Listen Actively Listen Actively Take notes if needed Take notes if needed Ask questions of the giver Ask questions of the giver Feedback information to the information giver to clarify what was said Feedback information to the information giver to clarify what was said Demonstrate if applicable Demonstrate if applicable Follow safe work practices Follow safe work practices Check correctness of responses and quality of work. Check correctness of responses and quality of work.