Elements of Communication
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2 Communication Communication is the exchange of information, ideas, feelings, and thoughts Communication helps us know what the needs of others are and how to meet those needs Healthcare workers must be able to communicate with patients, families, co-workers, other professionals, and supervisors
3 Elements of Communication Sender Receiver Message Feedback
4 Elements of Communication Message Information, ideas or thoughts What you are trying to convey to another person Sender Individual who creates a message to send Receiver Individual who receives the message from the sender All three elements are essential. Without any one element, communication cannot occur.
5 Types of Communication Verbal Words Written Spoken Nonverbal Gestures Facial Expressions Frowns Smiles Body posture/language Touch Listening
6 Verbal Communication Spoken Messages: Tone of your voice, language you use, and the message you send are all interpreted by the receiver Always speak clearly and concisely Written Messages: Spell correctly, use proper grammar, and write in clear, concise manner
7 Speaking Skills Speak appropriately to the age or status of the receiver. Use appropriate terminology or words. Ask open-ended questions. Speak slowly and clearly. Try to be eye-level with the receiver. Make sure your non-verbal is consistent with your words.
8 Nonverbal Gestures Motions of a part of the body to express feelings or emotions Shrugging your shoulders Turning your back Leaving the room when someone is talking Touch Can convey great caring and concern or rejection and anger Touch can convey more interest and caring than words will ever do
9 Nonverbal Communication Eye contact Lets others know that you are paying attention Facial expressions Smile, frown Make sure that the verbal message matches your facial expression
10 Nonverbal Communication It is not necessary to speak in order to send a message Health care workers need to be aware of both their own and patient s nonverbal behaviors because these are an important part of the communication process When verbal and nonverbal messages agree, the receiver is more likely to understand the message being sent.
11 Feedback Methods Paraphrasing reword the sender s message and ask for confirmation. Dr. Smith: I think Mrs. Jones needs more aggressive treatment for her anxiety. Dr. Shevlin: So you think we should order an antidepressant?
12 Feedback Methods Reflecting prompts the sender to add more detail to the original message. Dr. Smith: I think Mrs. Jones needs more aggressive treatment for her anxiety. Dr. Shevlin: So you think we should order her medication, such as?
13 Feedback Methods Asking Questions request clarification or more additional information. Dr. Smith: I think Mrs. Jones needs more aggressive treatment for her anxiety. Dr. Shevlin: Why? Is her current treatment not controlling her anxiety?
14 Feedback Methods Requesting examples examples can help explain or clarify meaning. Dr. Smith: I think Mrs. Jones needs more aggressive treatment for her anxiety. Dr. Shevlin: What kind of treatment are you thinking about?
15 Obtaining Feedback Respond to this call to a veterinary office from a pet owner. Paraphrasing Reflecting Asking questions Requesting examples I need to make an appointment for my dog. She s not doing very well.
16 Rules for Effective Communication Message must be clear Sender must deliver message clearly and concisely Receiver must be able to hear and receive the message Receiver must be able to understand the message Interruption or distractions must be avoided
17 Healthcare Information can be Subjective or Objective Subjective (Symptom) Cannot be seen or felt Often called symptoms Usually statements or complaints from the patient Use the patient s exact words
18 Healthcare Information can be Subjective or Objective Objective (sign) Can be seen or measured Often called signs Information collected by the senses
19 Subjective Symptoms My tummy hurts. I think I m gonna throw up. I don t feel very good. It s really sore on my chest.
20 Objective Signs of Illness Pulse rapid and irregular Skin cold and clammy No respirations Lips cyanotic
21 Subjective or Objective? 1. Coughing 2. Fatigue 3. Headache 4. Foul smelling breath 5. Did not eat anything 6. Speech slurred 7. Joints ache 8. Nervousness
22 Listening Skills Show interest and concern. Stay alert and maintain eye contact. Avoid interrupting. Pay attention to what the speaker is saying. Avoid planning your response while the speaker is talking.
23 Listening Skills Try to see the other person s point of view. Find a quiet or private location. Watch the speaker s facial expressions for consistency with words. Ask for clarification when needed. Maintain a positive attitude.
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