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COMMUNICATIONWhat is communication?
The exchange of information
A message that is sent from one person and is correctly interpreted by the intended person
TYPES OF COMMUNICATION
Verbal Spoken words
Written Letters Notes Memos Texts Medical chart
Nonverbal Body language Facial expressions Hand gestures
VERBAL COMMUNICATION
Always be clear and concise Be direct but tactful Use common language
Okay to use medical terminology with co-workers, but when addressing a resident you need to use language that a resident and family can understand
ACTIVITY
Get out one sheet of paper and a pen/pencil Get with your lab partner and put your chairs
back to back and wait for my instructions…….
One student is A, one student is B A…for two minutes draw anything on your
paper…something a little more than a stick man
Now, tell your partner (B) exactly what is on your paper and B, you must now draw it, as well. You have 5 minutes.
Now compare…..
NON VERBAL COMMUNICATION
Always be aware What you’re saying needs to match your
body language and tone of voice
Video: https://www.youtube.com/watch?v=Kc2yRqat
7q8
WRITTEN COMMUNICATION
U should always Use gud grammer, punctuation and corret spellin?
Be clear and specific when giving directions
Document EVERYTHING!
WRITTEN COMMUNICATION ACTIVITY
Take 5 minutes and write directions on how to make a peanut butter sandwich
Silly? Maybe a little…but the same concept applies when working with residents. Be very specific and go step by step.
GOOD COMMUNICATORS….
Are clear, concise and specific Use an even tone Use body language that enhances their
spoken words Are attentive Are EFFECTIVE!
IMPORTANCE OF GOOD COMMUNICATION IN HEALTH CARE
Ineffective communication can have a HUGE impact on health care 1995…a man in Tampa went in for amputation of
a diseased leg and the MD cut off the wrong leg Writing down an incorrect dosage of medication
could be lethal to a patient Not communicating availability or a shift trade
could mean that no one is there to cover a shift Poor communication with a resident could be a
direct danger to their safety
BARRIERS TO EFFECTIVE COMMUNICATION
Barrier—anything that gets in the way May be in the sender, message or receiver Common barriers may include:
Psychological attitudes and prejudices Cultural diversity Physical disabilities
PSYCHOLOGICAL BARRIERS
Often caused by: Prejudice Attitudes personality
Stereotypes such as “dumb blonde” or “fat slob” can cause us to make snap judgments about others that affect the communication process
Focus on Quality: Healthcare workers must learn to put prejudice
aside and show respect for all individuals. Never use language that is or could be
interpreted as offensive
CULTURAL BARRIERS
All cultural beliefs must be respected Every culture has beliefs and practices
regarding health and illness Examples
Buddhism—emphasis on dignity and an attitude of “saving face. When a person is sick, they are ashamed to seek treatmentFilipino/Iranian/Chinese/Mexican—it is considered insensitive for a HC provider to deliver a poor prognosis. The MD will tell a family member and they will decide if the person needs to knowCambodia---the bigger the pill, the stronger it is. May only take ½ doseSome countries consider it honorable to stoically handle pain…so they refuse pain medication
CULTURAL DIVERSITY
Language differences Speak slowly Use nonverbal
communication Avoid speaking
louder Find an
interpreter
CULTURAL DIVERSITY
Eye Contact In some cultures, looking down in a sign of
respect Terminal illness Touch In some cultures it is wrong to touch a person
on their head. Others may limit male/female touch
Personal Care In some cultures, only family members
provide personal care
PHYSICAL BARRIERS May include:
Deafness or hearing lossBlindness or impaired visionAphasia or speech difficultiesDementia
COMMUNICATING WITH THE HEARING IMPAIRED
Use body language such as gestures and hand motions
Speak clearly and in short sentences Face the individual to facilitate lip reading Write messages if necessary Make sure hearing aids are turned on and
working properly May have to raise your voice….especially if
you have a quiet voice
COMMUNICATING WITH THE VISUALLY IMPAIRED
Use a soft tone of voice Describe events that are occurring Announce your presence as you enter a room Explain sounds or noises Use touch when appropriate
COMMUNICATING WITH PATIENTS WITH APHASIA OR SPEECH IMPEDIMENTS
BE PATIENT Allow them to try and speak Encourage them to take their time Repeat the message to assure accuracy Encourage them to use gestures or point to
objects Assure them that you are willing to take the
time to listen to them
PHONE ETIQUETTE
Always answer by identifying your company and your name/title
“How may I help you?” Yes, ma’am/No, sir Can you hold just a moment please? Don’t interrupt the caller Take a detailed message
Get name, number Time of call Information needed