1. N ON - VERBAL C OMMUNICATION Unit: Communication

2. N ON - VERBAL C OMMUNICATION Seeing and receiving wordless messages Expresses more of a meaning than verbal communication _____________________________________ 7% by spoken word 38% by the tone of voice 55% by body language

3. N ON -V ERBAL C OMMUNICATION

4. T YPES OF N ON - VERBAL C OMMUNICATION Gestures ____________________________________________ Facial expressions ________________________ Object communication such as clothing and hairstyles Healthy people usually pay more attention to dress People who are feeling ill show much less interest Health care workers – neat and clean uniform ______________

5. V ERBAL C OMMUNICATION Unit: Communication

6. U SES OF V ERBAL C OMMUNICATION Interactions with patients, families, and co- workers Giving reports to other health care professionals ________________________________

7. E LEMENTS OF E FFECTIVE C OMMUNICATION : T HE MESSAGE MUST BE CLEAR 1. Use terms that the receiver can understand 2. ________________________________________________ 3. Deliver the message in a clear and concise manner 4. The receiver must be able to hear and receive the message 5. ________________________________________________ 6. Interruptions or distractions must be avoided

8. E LEMENTS OF E FFECTIVE C OMMUNICATION : C ONVERSATION S KILLS 1. ___________________________________________ 2. Be knowledgeable about the topic of conversation 3. ___________________________________ 4. Be clear and concise 5. Avoid words that might have different interpretations 6. ___________________________________ 7. Keep an open mind 8. Take advantage of available opportunities

9. E LEMENTS OF E FFECTIVE C OMMUNICATION : T HERAPEUTIC C OMMUNICATION S KILLS 1. Listening 2. _________________ 3. Offering Self: Can I help in some way? 4. ___________: repeating what the patient has said 5. Encouraging elaboration: Tell me how that felt. 6. _______________________________: Go on. I see. 7. Giving information: The rest results take about 24hrs. 8. _______________________: Tell me about your day

10. E LEMENTS OF E FFECTIVE C OMMUNICATION : N ON -T HERAPEUTIC C OMMUNICATION S KILLS 1. Don’t use clichés 2. Don’t use questions beginning with why or how 3. _______________________________ 4. Don’t keep changing the subject 5. _______________________________

11. E LEMENTS OF E FFECTIVE C OMMUNICATION : G ENDER B IAS Words used often reflect a ______________ Gender roles have changed in the past ten years To eliminate bias, avoid referring to doctors as male and nurses as female – address the person by name of title