Transcript Effective Communication

Bell Ringer
1. Define communication.
2. List 4 factors that must be met to avoid interfering
with the communication process.
3. Why is it important to observe a person’s nonverbal
behavior?
Effective Communication
STANDARD 3.0 TSW apply the principles of effective oral and written
communication using med terms in a variety of formats and contexts in
order to develop a plan of tx for clients in rehabilitation clinical areas.
Objective 3.1 Utilize appropriate verbal and non-verbal communication
when working with coworkers and patients/clients to include cultural and
language barriers
What does good communication look like?
Quiz Time!
Complete
Communication quiz on
sheet of paper.
Communication quiz
1). When a person keeps talking without a pause do you…
a) Politely interrupt
b) Talk over them
c) Wait for them to finish
2). When another person is talking do you…
a) Focus on what you want to say next
b) Listen, trying to pick out the main issues
c) Wait for them to finish so you can make your own
point
3). When you don’t understand what the other person is
saying do you…
a) Assume that you know what they are trying to say
b) Yell at them that they don’t make any sense
c) Ask them for clarification
Communication quiz
4). When another person is talking do you…
a) Nod your head in understanding
b) Stare off into space
c) Cross your arms
5). In an argument do you…
a) Assume that you know the motives of the other party
b) Ask questions to discover the underlying issues that
they other party has
c) Take what the other person is saying at face value
6). Bringing up past issues in a conflict …
a) Is sometimes acceptable
b) Is a great weapon
c) Should be avoided
Communication quiz
7). In an argument yelling is…
a) An effective way to show emotion
b) Is bad, trying to stay calm is better
c) Bad only if it hurts the other person’s feelings
8). When you feel like you are not being understood do you…
a) Try and explain things again in a different way
b) Get angry
c) Repeat yourself
Communication quiz
9). When listening it is…
a) Fine to stare off into space as long as you are listening
b) Important to have good eye contact
c) Unimportant to pay attention
10). If you want to leave the argument do you…
a) Stomp off and slam the door
b) Yell something like “I’ve had it!” and walk off
c) Calmly explain that you need some space to calm down and
think
Answer Key and Point Values
1.
2.
3.
4.
5.
6
7.
8.
9.
10.
a= 2
a=1
a=2
a=3
a=1
a=2
a=1
a=3
a=2
a =1
b=1
b=3
b=1
b=2
b=3
b=1
b=3
b=1
b=3
b=2
Add up your total points!
c=3
c=2
c=3
c=1
c=2
c=3
c=2
c=2
c=1
c=3
30-25 points
You are a good communicator! You are on the right track towards
effective communication. If you maintain this attitude you will be
able to prevent conflicts from escalating and your personal
relationships will benefit.
24-18 points
You have the potential to become a good communicator but
there is still room for improvement. Remember to listen closely to
what the other person is saying and to think before you react.
17-10 points
There’s still a lot of work to do. Your ability to communicate is not
the best in the world and you tend to over react, making awkward
situations worse. You need to calm down and separate the person
from the problem.
Nonverbal Activity
 Break into groups of three
 Number yourselves from 1 to 3.
Nonverbal Activity
 Number 1 will tell number 2 about their favorite family
tradition and why.
 Number 3 will complete a list of effective listening behaviors
from Number 2.
 You will have 5 minutes to complete the effective listening
exercise.
Nonverbal Activity
Can you spot the lie?
 Groups of 3’s
 Two truth’s and one lie.
 You will have 5 minutes to complete the effective listening
exercise.
Dx Med / Rehab Careers
Effective Communication
STANDARD 3.0 TSW apply the principles of effective oral and written
communication using med terms in a variety of formats and contexts in
order to develop a plan of tx for clients in rehabilitation clinical areas.
Objective 3.1 Utilize appropriate verbal and non-verbal communication
when working with coworkers and patients/clients to include cultural and
language barriers
Communication:
exchange of information, thoughts, ideas, and feelings
Verbal = ___%
Non-verbal = ___%
 Spoken words
 Facial expressions
 Written
 Body language
communication
 touch
3 essential
elements:
•Sender
•Individual who creates a
message to convey
information or ideas to
another person
•Message
•Information, idea or
thought
•Receiver
•Individual who receives
the message from the
sender
Feedback is a method that can be used to determine if
communication was successful.
Occurs when the receiver responds to the message
Allows the original sender to evaluate how the
message was interpreted and to make any necessary
adjustments or clarification.
Feedback can be verbal or non-verbal.
Elements of effective
communication:
THE MESSAGE MUST BE CLEAR
(USE OF TERMINOLOGY BY BOTH
P A R T I E S ; E X P L A I N I N G P R O C E D U R E S I N L AY T E R M S )
THE SENDER MUST DELIVER THE MESSAGE IN A
C O N C I S E M A N N E R ( C O R R E C T P R O N U N C I AT I O N A N D G O O D G R A M M A R )
THE RECEIVER MUST BE ABLE TO HEAR AND RECEIVE
T H E M E S S A G E ( H E AV I LY M E D I C AT E D PAT I E N T W O N ’ T H E A R M E S S A G E ;
H E A R I N G / V I S U A L I M PA I R M E N T S ; F O R E I G N L A N G . )
THE RECEIVER MUST BE ABLE TO UNDERSTAND THE
M E S S A G E ( AT T I T U D E S / P R E J U D I C E ; A S K Q U E S T I O N T O M A K E S U R E M E S S A G E I S
UNDERSTOOD)
INTERRUPTIONS OR DISTRACTIONS MUST BE
A V O I D E D ( TA L K I N G W H I L E A N S W E R I N G T H E P H O N E ; L O U D N O I S E S ,
U N C O M F O R TA B L E T E M P E R AT U R E )
Communication process
Listening
Non-verbal
communication
 Paying attention to and
 Involves use of facial
making an effort to
hear what the person is
saying
 Allows you to perceive
the entire message that
a person is trying to
convey
expressions, body
language, gestures, eye
contact and touch
 Health care worker
must be aware of both
their own and patient’s
nonverbal behavior
Types of Listening…
Discriminative listening - Discriminative listening is the most basic type of
listening.
Comprehension listening - The next step beyond discriminating between different
sound and sights is to make sense of them.
Critical listening - Critical listening is listening in order to evaluate and judge,
forming opinion about what is being said.
Biased listening - Biased listening happens when the person hears only what they
want to hear.
Evaluative listening - In evaluative listening, or critical listening, we make
judgments about what the other person is saying.
Appreciative listening - In appreciative listening, we seek certain information which
will appreciate.
Sympathetic listening - In sympathetic listening we care about the other person and
show this concern
Empathetic listening - We go beyond sympathy to seek a truer understand how
others are feeling.
Therapeutic listening - The listener has a purpose of not only empathizing with the
speaker.
Dialogic listening - We actively seek to learn more about the person and how they
think.
Dialogic listening is sometimes known as 'relational listening'.
Relationship listening - Listening is in order to develop or sustain a relationship.
Effective
Communication
Complete the student Assessment form
before you leave.
Bell Ringer
Class #2
1. Define culture
2. List 3 common causes of communication barriers?
3. Fear is a common cause to what type of attitude?
Effective Communication
Standard 3.0/Objectives
STANDARD 3.0 TSW apply the principles of effective oral and written
communication using med terms in a variety of formats and contexts in
order to develop a plan of tx for clients in rehabilitation clinical areas.
Objective 3.1 Utilize appropriate verbal and non-verbal communication
when working with coworkers and patients/clients to include cultural and
language barriers
Barriers to communication
• Something
that gets in the way of clear communication
• Three common barriers:
•Physical disabilities
•Psychological attitudes/prejudice
•Cultural diversity
Barriers (continued)
Physical disabilities
Psychological
 Deafness/hearing loss
 Caused by prejudice,
 Blindness/impaired
vision
 Aphasia/speech
impairments
attitudes and
personality
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Moralizing
Lecturing
Over-reacting
Arguing
Prejudging
Advising
Barriers (continued)
 Cultural Diversity
 Beliefs regarding health care
 Language differences
 Eye contact
 Ways of dealing w/ terminal illness and/or severe disability
 Touch
Recording &
Reporting
Must record and report
all observations while
providing care
Must listen to what
patient is saying, but
observe with other
senses as well
Types of observation
Subjective
Objective
 Cannot be seen or felt
 Can be seen or
 Commonly called
measured
 Commonly called signs
symptoms
 Usually statements or
complaints made by
patient/resident
 Report in exact words
Recording/documentation
 Written observations must be accurate, concise and
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complete as well as neat and legible
Spelling and grammar should be correct
Only objective observations should be noted
Subjective data that the health care worker feels or
thinks should be avoided
Errors should be crossed out neatly with a straight
line, have “error” recorded by them, and initials of
the person making the error
Telephone communication
 Do not give info about
staff or residents over the
phone
 Place caller on hold if
you need to get someone
to take the call
 Follow facility policy on
personal phone calls
 Be cheerful when
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greeting a caller
Identify your facility
Identify yourself and
your position
Listen closely to caller’s
request
Get telephone number
Say “thank you” and
“good-bye”
Guidelines for good communication
Hearing
impairment
 Make sure hearing aids working well
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(batteries)
Reduce noise in room
Get resident’s attention before speaking
Speak slow, clear and in good lighting
Directly face person
Do not shout
Lower pitch of your voice
Do not chew gum
Keep hands away from face
Repeat using different words
Use picture cards or notepad if needed
Don’t get frustrated
Vision
impairment
• Make sure glasses are clean
• Identify yourself and explain what your
doing
• Provide good lighting
• Orient person to time and place if
needed
• Use the face of imaginary clock as a
guide to explain the position of objects in
front of the resident
• Do not move personal items or furniture
without the resident’s knowledge
• Offer large-print newspapers/magazine
• Use large clocks in room
• Get books on audiotape
Stroke & communication
occurs when a clot or a ruptured blood vessel suddenly cuts off blood supply to the brain
 Depends on severity of stroke
 Keep questions and directions simple
 Phrase questions so they can be answered with “yes” or “no”
 Agree on signals such as shaking or nodding head
 Use pencil and paper if resident able to write
 Never call weaker side “bad side”
 Use picture, gestures or pointing (communication boards or
special cards to aid communication work well)
 Keep call signal within reach and let them know you will come
when they need you
Combative resident
can result from disease process affecting the brain, frustration, or part of personality
 Block physical blow or step out of way
 Stay at a safe distance
 Stay calm
 Be flexible and patient
 Be neutral
 Do not respond to verbal attacks (don’t argue)
 Do not use gestures that could frighten/startle
resident
 Be reassuring and supportive
 Leave resident alone if you can safely do so
Angry behavior
Disease process, fears, pain and loneliness
 Stay calm
 Do not respond to verbal attacks – don’t argue
 Empathize with the resident
 Try to find cause of anger
 Treat resident with dignity and respect
 Answer call light promptly
 Stay at a safe distance if resident becomes combative
The End!