1. Copyright © 2008 Delmar Learning. All rights reserved. UNIT 7 COMMUNICATION SKILLS

2. Copyright © 2008 Delmar Learning. All rights reserved. INTRODUCTION COMMUNICATION IS A TWO-WAY PROCESS FOR COMMUNICATION TO HAPPEN BOTH A “SENDER” AND A “RECEIVER” ARE NEEDED INFORMATION CAN BE SENT: ORALLY, IN WRITING, AND THROUGH BODY LANGUAGE

3. Copyright © 2008 Delmar Learning. All rights reserved. INTRODUCTION

4. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATION IN HEALTH CARE COMMUNICATION BETWEEN STAFF MEMBERS MUST BE EFFECTIVE TO PROVIDE PATIENTS WITH THE SAFEST AND BEST CARE FOUR THINGS ARE NEEDED: A SENDER A CLEAR MESSAGE A RECEIVER FEEDBACK

5. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATION IN HEALTH CARE CHANNEL MEDIUM THROUGH WHICH THE MESSAGE IS SENT VERBAL COMMUNICATION USES SPOKEN OR WRITTEN WORDS

6. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATION IN HEALTH CARE NONVERBAL COMMUNICATION MESSAGE THAT IS SENT THROUGH THE USE OF ONE’S BODY

7. Copyright © 2008 Delmar Learning. All rights reserved. NONVERBAL COMMUNICATION NONVERBAL COMMUNICATION AFFECTS YOUR MESSAGE MESSAGE IS REMEMBERED MORE FOR THE RECEIVER’S INTERPRETATION OF YOUR FACIAL EXPRESSIONS, GESTURES, AND OVERALL BODY LANGUAGE RATHER THAN IT IS FOR YOUR WORDS

8. Copyright © 2008 Delmar Learning. All rights reserved. NONVERBAL COMMUNICATION EYE CONTACT COMMUNICATES INTEREST, CONCERN, WARMTH, TRUST, FEELINGS, AND CREDIBILITY REFER TO FIGURE 7-3: TOTAL COMMUNICATION= 7% WORDS + 38% TONE OF VOICE + 55% BODY LANGUAGE

9. Copyright © 2008 Delmar Learning. All rights reserved. WORKING WITH INTERPRETERS INTERPRETER COMMUNICATION PROFESSIONAL WHO MEDIATES BETWEEN SPEAKERS OF DIFFERENT LANGUAGES SOME INTERPRETERS USE SIGN LANGUAGE MEDICAL INTERPRETERS SKILLED, QUALIFIED PROFESSIONALS WHO UNDERSTAND MEDICAL TERMINOLOGY

10. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH STAFF MEMBERS IN UNIT 2: YOU LEARNED THAT EACH HEALTH CARE FACILITY HAS A LINE OF AUTHORITY AND COMMUNICATION ORGANIZATIONAL CHART GUIDE FOR COMMUNICATION SPELLS OUT THE LINE OF AUTHORITY

11. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH STAFF MEMBERS EACH FACILITY HAS AN ORGANIZATIONAL CHART ILLUSTRATING HOW A DEPARTMENT RELATES TO OTHER DEPARTMENTS LARGER DEPARTMENTS, SUCH AS NURSING, HAVE THEIR OWN CHARTS WITH LINES OF AUTHORITY WITHIN THE DEPARTMENTS

12. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH STAFF MEMBERS FIGURE 7–5 IN THE TEXTBOOK ILLUSTRATES A NURSING DEPARTMENT ORGANIZATIONAL CHART

13. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH STAFF MEMBERS

14. Copyright © 2008 Delmar Learning. All rights reserved. HAND-OFF COMMUNICATION COMMUNICATION THAT OCCURS WHEN A PATIENT IS TRANSFERRED FROM ONE DEPARTMENT TO ANOTHER THIS IS A VULNERABLE TIME FOR THE PATIENT ONE OF THE MOST LIKELY PLACES FOR ERRORS TO OCCUR

15. Copyright © 2008 Delmar Learning. All rights reserved. HAND-OFF COMMUNICATION MUST BE ACCURATE, CLEAR, AND COMPLETE IT SHOULD INCLUDE AN OPPORTUNITY TO ASK QUESTIONS

16. Copyright © 2008 Delmar Learning. All rights reserved. HAND-OFF COMMUNICATION IT SHOULD INCLUDE INFORMATION ABOUT: - PATIENT’S SITUATION AND BACKGROUND - RELEVANT OBSERVATIONS AND FINDINGS - RECOMMENDATIONS FOR CONTINUITY OF ONGOING CARE

17. Copyright © 2008 Delmar Learning. All rights reserved. ORAL COMMUNICATIONS ORAL REPORTS USED FREQUENTLY TO COMMUNICATE INFORMATION ABOUT PATIENTS WHEN YOU FIRST COME ON DUTY YOU WILL LISTEN TO THE SHIFT REPORT

18. Copyright © 2008 Delmar Learning. All rights reserved. ORAL COMMUNICATIONS THE NURSE WHO WORKED THE PREVIOUS SHIFT WILL REPORT TO ONCOMING STAFF YOUR SUPERVISING NURSE WILL THEN GIVE YOU ADDITIONAL INFORMATION ON YOUR ASSIGNMENT BASED ON THE SHIFT REPORT

19. Copyright © 2008 Delmar Learning. All rights reserved. ANSWERING THE TELEPHONE MANY TELEPHONE CALLS COME IN TO A HEALTH CARE FACILITY NURSING ASSISTANTS NOT ALLOWED TO TAKE PHYSICIANS’ ORDERS NOT ALLOWED TO TAKE RESULTS OF DIAGNOSTIC TESTS NOT ALLOWED TO GIVE INFORMATION TO FAMILIES

20. Copyright © 2008 Delmar Learning. All rights reserved. ANSWERING THE TELEPHONE YOU MUST CALL THE NURSE TO DO THIS. IF YOU ANSWER THE TELEPHONE: IDENTIFY THE NURSING UNIT IDENTIFY YOURSELF AND YOUR POSITION ASK THE CALLER’S NAME, AND ASK THE CALLER TO WAIT WHILE YOU LOCATE THE PERSON CALLED IF THE PERSON IS UNAVAILABLE, TAKE A MESSAGE. (REFER TO FIGURE 7–6)

21. Copyright © 2008 Delmar Learning. All rights reserved. ANSWERING THE TELEPHONE

22. Copyright © 2008 Delmar Learning. All rights reserved. THE PATIENT’S MEDICAL CHART EACH PATIENT HAS A MEDICAL CHART OR RECORD DOCUMENTATION INFORMATION ENTERED INTO THE CHART CHART IS A LEGAL DOCUMENT UNIT 8 PROVIDES INSTRUCTIONS FOR DOCUMENTING ON THE PATIENT’S CHART

23. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH PATIENTS YOUR SKILL IN COMMUNICATING WITH PATIENTS WILL DEVELOP WITH EXPERIENCE LISTENING ACTIVELY IS A SPECIAL SKILL REQUIRING MORE THAN JUST YOUR BEING PHYSICALLY PRESENT

24. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH PATIENTS WITH SPECIAL NEEDS COMMUNICATION WITH PATIENTS MAY BE IMPAIRED BECAUSE A PATIENT MAY: BE HEARING IMPAIRED – GET VISUAL ATTENTION FIRST BE VISION IMPAIRED – TALK BEFORE TOUCH HAVE APHASIA BE DISORIENTED BE FROM A DIFFERENT CULTURE

25. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING WITH PATIENTS WITH SPECIAL NEEDS THESE PATIENTS HAVE SPECIAL COMMUNICATION NEEDS THAT SHOULD BE ADDRESSED ON THE CARE PLAN

26. Copyright © 2008 Delmar Learning. All rights reserved. COMMUNICATING IN THE HOME CARE SETTING RULES OF COMMUNICATION APPLY FAMILY MEMBERS MAY BE LIVING IN SAME HOUSEHOLD OR FAR AWAY. COMMUNICATION HAS TO BE PROFESSIONAL.

27. Copyright © 2008 Delmar Learning. All rights reserved. HOMEWORK HW: WORKBOOK P. 39: ALL VOCABULARY EXERCISE (1-10) P. 43: ALL “YES OR NO” (1-10)