Elements of Effective Communication
Dec 26, 2015
Elements of Effective Communication
Communication
Communicating Effectively with others is important
Health care workers must be able to relate to patients, family, co-workers, and other professionals
What is Communication?
Exchange of information, thoughts, ideas and feelings
Occur in two ways Verbal: spoken words or written communication Nonverbal: behavior such as facial expressions,
body language and touch
Essential Parts of Communication
Sender: an individual who creates a message to convey information or an idea to another person
Message: information, ideas or thoughts
Receiver: the person who receives a message from the sender
Feedback: used to determine if communication was successful
Factors Interfering with Communication ProcessMessage must be clear
Must be in terms that both sender and receiver understand
Terminology used by health care workers is frequently no understood by persons not in health care
Terms must be defined or substituted while talking to others
Requires constant practice and experience to learn to create a message that can be clearly understood
Factors Interfering with Communication ProcessSender must deliver message in clear and
concise manner Correct pronunciation and the use of good grammar
are very important Avoid the use of slang words or words with double
meaning Avoid meaningless terms such as “you know”, “all
that stuff”, “um”, and “OK” Tone and Pitch are important: use a moderate level
not too soft or too loud
Factors Interfering with Communication ProcessReceiver must be able to hear and receive
the messagePatients under heavy sedation may nod their
head as if message was heard Examples of people who may not be able to
receive messages Patients with hearing or visual impairments Patients with limited English speaking abilities
Ways to allow the receiver to respond Repeat the message Change the form of the message Get others to interpret the message
Factors Interfering with Communication ProcessReceiver must be able to understand the message
Avoid using unfamiliar terminology Many people do not admit that they do not understand
because they think other will think they are dumb Can cause a break in communication Ask questions or repeat information in different terms
Receiver’s attitude and prejudices can interfere If patient’s feel health care workers do not know what they
are talking about, they will not accept information presented Must have some confidence and belief in sender before they
will accept and understand a message Be willing to say “I don’t know, but I will try to find that
information for you,” when asked a question about which you do not have correct knowledge
Factors Interfering with Communication Process
The health care worker must be aware of their own prejudices and attitudes when receiving messages from clients
If you feel patients are lazy, ignorant, or uncooperative, then you will not respond correctly to messages patients send
You must be aware of these feelings and work to overcome them so you can accept patients as they are
Factors Interfering with Communication ProcessInterruptions or distractions must be avoided
Can interfere with any communicationTalking with others while answering the phone or writing can
decrease effectiveness of communicationLoud noises, bright light or uncomfortable temperature can
interrupt communications Two people talking outside in freezing temperatures will limit
conversation because of discomfort Child jumping around or climbing up and down off a mother’s lap will
distract a mother as she is getting instructions from health care worker
Loud television or radio interferes with verbal messages, because the receiver may pay more attention to radio or television that to the person speaking
Eliminate or limit distractions if meaningful communication is to take place
ListeningImportant part of communication
Means to pay attention and to make an effort
to hear what the other person is saying
Good listening skill require constant practice
and will allow you receive the entire message
a person is trying to say
Listening TechniquesShow interest an concern for what the speaker is sayingBe alert and maintain eye contact with speakerAvoid interrupting the speakerPay attention to what the speaker is sayingAvoid thinking about how you are going to respondTry to eliminate your own prejudices and see the other person’s
point of viewEliminate distractions by moving to a quiet area for the
conversationWatch the speaker closely to observe actions that may contradict
what the person is sayingReflect statements back to the speaker to let the speaker know the
statements are being heardAsk questions if you do not understand part of a messageKeep your temper under control and maintain positive attitude
Non-Verbal CommunicationUse of facial expressions, body language,
gestures, eye contact and touch to convey messages or ideas
Two different messages are sent if the person is smiling and sitting in relaxed position while saying, “I’m very angry.”
Send messages with a smile, a frown, a wink, a shrug of the shoulders, a bored expression, a tapping of fingers or feet and other similar body gestures or actions
Non-Verbal CommunicationImportant for health care workers to be
aware of both their own and patient’s nonverbal behavior
Touch of the hand, pat on the back, firm handshake, and hug can show more interest in caring than words
When verbal and nonverbal messages agree, receiver is more likely to understand message being sent
Barriers to Communication
Physical Disability
Psychological Barriers
Cultural Diversity
Physical DisabilityDeafness or Hearing Loss
Have difficulty receiving the message To improve communication, use body language such as
gestures and signs, speak clearly in short sentences, face the individual to allow for lip reading, write messages if needed, and make sure any hearing aids have good batteries and are inserted correctly
Blindness or Vision Impairment Person may be able to hear what is being said but will not see
body language, gestures, or facial expressions To improve communication use a soft tone of voice, describe
events that are occurring, announce your presence as you enter the room, explain sounds or noises and use touch when appropriate
Physical DisabilityAphasia or Speech Impairment
Can have difficulty with not only the spoken word but also written communications
May know what they want to say but have difficulty remembering the correct words
May not pronounce certain wordsMay have slurred speechIt is very important to patient while working with these
individualsLet them try to speak, ask questions that require only short
answers, speak slowly and clearly, encourage them to take their time, repeat messages to be sure they are correct, encourage the patient to use gestures or point to objects, provide writing materials if they can write messages, or use pictures with key messages to communicate
Psychological BarriersOften caused by prejudice, attitudes and stereotypes
Judgment of others is too often based on appearance, lifestyle and socioeconomic status
Stereotypes such as “lazy bum”, “dumb blonde”, “fat slob” cause us to make snap judgments about an individual and affect the communication process
Health care workers must learn to put prejudice aside and show respect to all individuals
Psychological BarriersAt times this can be extremely difficult and
patience and practice are essential
Other health care worker may be able to communicate more effectively with patients watch these workers to learn how to handle difficult situations
Cultural DiversityCulture consists of the values, beliefs, and
practices regarding health and illness
Some cultural groups may have beliefs and practices regarding health and illness
Language differences are another barrier to communication
Cultural DiversityIn come cultures eye-contact while
communicating is not acceptable
Even the use of touch can create a communication barrier
Respect for and acceptance of cultural diversity are essential for any health care worker
Recording and ReportingReporting and recording all observations
noted while providing care is an important part of effective communication
Must not only listen to what the patient is saying but also make observations about the patient
Recording and ReportingAll senses are used to make observations:
Sense of Sight Sense of Smell Sense of Touch Sense of Hearing
By using all senses, health care workers can learn about a patient’s condition and report observations accurately
ObservationsShould be reported immediately
Subjective Observations (symptoms)Cannot be seen or felt by health care workerUsually statements or complaints made by the patientMust be reported in the exact words of the patient
Objective Observation (Signs)Can be seen or measured by the health care workerExamples include a bruise, cut, rash, or swellingBlood pressure and temperature are measureable
How to Record an Observation
Should not state, “I think Mr. B. has a fever.”
Should state, “Mr. B. is complaining of feeling hot. His skin is red and flushed and his temperature is 102”
***Observations recorded on the medical record must be accurate, concise and
complete***
Charting on a PatientWriting should be neat and legibleSpelling and grammar should be correctIf patient’s statement is recorded, it should be in
the patient’s own words with quotation marks around it.
Information should be signed with the name and title of the person recording it
Errors Crossed out neatly with a straight lineRecord “error by them”Show the initials of the person making the error
The Health Insurance Portability and Accountability Act (HIPAA)
Established strict standards for maintaining confidentiality of health care records
Under this act Patients: Have total control on how information in their medical record is used Must be able to see and obtain copies of their records Can set limits on who can obtain their information Can prevent other family members from seeing the information Can file a complaint that the privacy act has been violated if any health
care provider allows information to be released from the medical record without the patient’s permission
Every health care provider must be aware of all parts of this act and make every effort to protect the privacy and confidentiality of the patient’s health care record