1. Communication by: Whitney Brack

2. Employment in healthcare requires knowledge of the process of communication. Communication is vital in the field of healthcare, since miscommunication can lead to serious physical and legal consequences. Healthcare professionals must be good communicators to be successful. (p. 359)

3. Forms of Communication OralOral Written (includes electronic)Written (includes electronic) NonverbalNonverbal

4. Five Components of Communication SenderSender MessageMessage ReceiverReceiver FeedbackFeedback NoiseNoise

5. Components of Communication Sender – the information sourceSender – the information source Receiver – decodes the messageReceiver – decodes the message Feedback – the verbal and nonverbal response to the senderFeedback – the verbal and nonverbal response to the sender Noise – distorts the message or feedbackNoise – distorts the message or feedback

6. Are You A Good Communicator ?

7. Puzzle Rules In pairs, choose one sender and one receiverIn pairs, choose one sender and one receiver Place chairs back to backPlace chairs back to back The receiver will sit facing the tableThe receiver will sit facing the table The sender will sit with their back to the receiver (facing away from the table)The sender will sit with their back to the receiver (facing away from the table) The sender is to give clues to the receiver in order to put the puzzle togetherThe sender is to give clues to the receiver in order to put the puzzle together The receiver cannot put any puzzle pieces together until the sender tells him/her to (ie: if the receiver can see where the piece goes he/she cannot put it in place until told to do so by the sender)The receiver cannot put any puzzle pieces together until the sender tells him/her to (ie: if the receiver can see where the piece goes he/she cannot put it in place until told to do so by the sender) The sender and receiver cannot peek/look at each other or their puzzles, give hand motions, you cannot cheat, etc.The sender and receiver cannot peek/look at each other or their puzzles, give hand motions, you cannot cheat, etc.

8. Were You A Good Communicator ?

9. Nonverbal Communication Signals provide informationSignals provide information – thought to be more honest than verbal – usually supports verbal communication – when verbal and nonverbal do not match, there is a problem

10. Non- Verbal Communication

11. Feedback Tells the sender whether the receiver got the message that the sender intendedTells the sender whether the receiver got the message that the sender intended – can be verbal, nonverbal, or written

12. Noise Anything that interferes with communication can lead to a lack of understanding or misinterpretation of the messageAnything that interferes with communication can lead to a lack of understanding or misinterpretation of the message – HOH, poor vision, speaking problems, etc. – pain (physically ill) – upset (emotions) – difficulty concentrating (meds. can effect this, pain, etc.) – difficulty understanding the medical terminology – confusion (ie: Alzheimer’s disease, meds, lack of sleep, change in environment, etc.) – different language

13. Aphasia Absence or impairment of the ability to communicate through speech, writing, or signs because of brain dysfunctionAbsence or impairment of the ability to communicate through speech, writing, or signs because of brain dysfunction

14. It is your responsibility to make sure the client/patient understands the information being given and that you understand what the client wants to convey. (Table 13.1; p. 361 – Overcoming Communication Problems)

15. Good Communication Skills Face the clientFace the client Lean forwardLean forward Make eye contactMake eye contact Watch for discrepancies between verbal and nonverbal messagesWatch for discrepancies between verbal and nonverbal messages ListenListen

16. Telephone Etiquette Answer promptlyAnswer promptly Identify the facility or organization, and state your nameIdentify the facility or organization, and state your name Speak clearly and use a friendly, professional toneSpeak clearly and use a friendly, professional tone Take a clear, concise message if the call is for someone elseTake a clear, concise message if the call is for someone else Return calls as soon as practicalReturn calls as soon as practical

17. Bad Etiquette

18. Bon Qui Qui at King Burger

19. Poor Communication

20. Patch Adams

21. Telephone Etiquette

22. City of Napa Telephone

23. Good Etiquette

24. Telephone Etiquette