CommunicationCommunicationby: Whitney Brackby: Whitney Brack

Employment in healthcare requires Employment in healthcare requires knowledge of the process of knowledge of the process of

communication. Communication is communication. Communication is vital in the field of healthcare, since vital in the field of healthcare, since

miscommunication can lead to miscommunication can lead to serious physical and legal serious physical and legal consequences. Healthcare consequences. Healthcare professionals professionals mustmust be good be good

communicators to be successful. communicators to be successful. (p. (p. 359)359)

Forms of Forms of CommunicationCommunication

• OralOral• Written (includes Written (includes electronic)electronic)

• NonverbalNonverbal

Five Components of Five Components of CommunicationCommunication

• SenderSender• MessageMessage• ReceiverReceiver• FeedbackFeedback• NoiseNoise

Components of Components of CommunicationCommunication

• Sender – the information sourceSender – the information source• Receiver – decodes the messageReceiver – decodes the message• Feedback – the verbal and Feedback – the verbal and

nonverbal response to the sendernonverbal response to the sender• Noise – distorts the message or Noise – distorts the message or

feedbackfeedback

Are You A GoodAre You A GoodCommunicator ?Communicator ?

Puzzle RulesPuzzle 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 The sender will sit with their back to the receiver

(facing away from the table)(facing away from the table)• The sender is to give clues to the receiver in The sender is to give clues to the receiver in

order to put the puzzle togetherorder to put the puzzle together• The receiver cannot put The receiver cannot put anyany puzzle pieces puzzle pieces

together until the sender tells him/her to (ie: if together until the sender tells him/her to (ie: if the receiver can see where the piece goes he/she the receiver can see where the piece goes he/she cannot put it in place until told to do so by the cannot put it in place until told to do so by the sender)sender)

• The sender and receiver cannot peek/look at The sender and receiver cannot peek/look at each other or their puzzles, give hand motions, each other or their puzzles, give hand motions, you cannot cheat, etc.you cannot cheat, etc.

Were You A GoodWere You A GoodCommunicator ?Communicator ?

Nonverbal Nonverbal CommunicationCommunication

• Signals provide informationSignals provide information– thought to be more honest thought to be more honest

than verbalthan verbal– usually supports verbal usually supports verbal

communicationcommunication– when verbal and nonverbal do when verbal and nonverbal do

not match, there is a problemnot match, there is a problem

Non- Verbal Communication

FeedbackFeedback

• Tells the sender whether Tells the sender whether the receiver got the the receiver got the message that the sender message that the sender intendedintended– can be verbal, nonverbal, can be verbal, nonverbal, or writtenor written

NoiseNoise• Anything that interferes with Anything that interferes with

communication can lead to a lack of communication can lead to a lack of understanding or misinterpretation of the understanding or misinterpretation of the messagemessage– HOH, poor vision, speaking problems, etc.HOH, poor vision, speaking problems, etc.– pain (physically ill)pain (physically ill)– upset (emotions)upset (emotions)– difficulty concentrating (meds. can effect difficulty concentrating (meds. can effect

this, pain, etc.)this, pain, etc.)– difficulty understanding the medical difficulty understanding the medical

terminologyterminology– confusion (ie: Alzheimer’s disease, meds, confusion (ie: Alzheimer’s disease, meds,

lack of sleep, change in environment, etc.)lack of sleep, change in environment, etc.)– different languagedifferent language

AphasiaAphasia

• Absence or impairment of Absence or impairment of the ability to the ability to communicate through communicate through speech, writing, or signs speech, writing, or signs because of brain because of brain dysfunctiondysfunction

It is It is youryour responsibility to responsibility to make sure the make sure the client/patient client/patient

understands the understands the information being given information being given and that and that youyou understand understand what the client wants to what the client wants to

convey. convey.

(Table 13.1; p. 361 – Overcoming (Table 13.1; p. 361 – Overcoming Communication Problems)Communication Problems)

Good Communication Good Communication SkillsSkills

• Face the clientFace the client• Lean forwardLean forward• Make eye contactMake eye contact• Watch for discrepancies Watch for discrepancies

between verbal and between verbal and nonverbal messagesnonverbal messages

• ListenListen

Telephone EtiquetteTelephone Etiquette• Answer promptlyAnswer promptly• Identify the facility or Identify the facility or

organization, and state your organization, and state your namename

• Speak clearly and use a friendly, Speak clearly and use a friendly, professional toneprofessional tone

• Take a clear, concise message if Take a clear, concise message if the call is for someone elsethe call is for someone else

• Return calls as soon as practicalReturn calls as soon as practical

Bad EtiquetteBad Etiquette

Bon Qui Qui at King Burger

Poor Communication

Patch Adams

Telephone EtiquetteTelephone Etiquette

City of Napa Telephone

Good EtiquetteGood Etiquette

Telephone Etiquette