Transcript Communication

Communication
Verbal & Nonverbal
Communication
Nonverbal Communication

Involves: eye contact, gestures, posture, body
movements, and tone of voice.
Verbal Communication

Involves: speech and written word

Tone, enunciation, pauses, loudness, emphasis,
word choice, these can all be used while speaking
Objective & Subjective
Observations
Objective Observations
 What you observe with your senses
Subjective Observations
 How you feel about or interpret something
Communicating Effectively
Good Listening Skills will help you avoid
misunderstandings
1.


ask questions when you need more information
paraphrase - summarize what the speaker has said.
Responding Effectively
2.



be specific, descriptive, and tactful
positive feedback provides reinforcement
negative feedback must include WHY you disagree,
making sure the speaker knows you are not
attacking him or her personally.
Continued…
Assertiveness (express feelings honestly
and directly)
4.

Be assertive not aggressive. Aggressive people
try to impose their position on others
Managing Stress
5.


Stress is a barrier to good communications with
clients, coworkers, family, and friends.
Stress is also dangerous to one’s own health.
Barriers To Communication







Sender not heard correctly
Resident cannot hear you
Resident difficult to understand
Words too technical
Use of slang and clichés
Resident becomes defensive
Different language
Problems and Conflicts

Address the problem



be specific, stick to the problem
confront the issue not the person
be objective

Generate possible solutions together

Decide on a solution - compromise

Take action- establish goals, evaluate
progress, and make necessary changes
“The best solution to a problem is the
most simple one that creates no new
problems.”
---Marilyn Vos Savant
Parade Magazine 4/16/89
Hearing Impairment
• Make sure hearing aid is on and working.
• Reduce or remove noise.
• Get residents’ attention first.
• Speak clearly, slowly, and in good lighting.
• Do not shout or mouth words in an exaggerated
way.
• Speak to side with better hearing.
• Use short sentences and simple words.
• Repeat what was said using different words if
necessary.
• Be patient and empathetic.
Vision Impairment
• Make sure glasses are on, clean, and in good
condition.
• Identify self when entering room.
• Tell resident what you are doing.
• Talk directly to resident.
• Provide good lighting.
• Orient residents to new areas.
• Tell resident where the call light is.
• Use imaginary clock as a guide.
• Do not move items.
• Put anything you move back where it was found.
• Leave door completely open or closed.
• Encourage use of other senses.
CVA/Stroke
• Keep questions and directions simple.
• Phrase questions that can be answered with
a “yes” or “no.”
• Agree on signals.
• Give residents plenty of time to respond.
• Use a pencil and paper if possible.
• Use terms “weaker” or “involved” to refer to weaker
side (instead of your “bad” side).
• Keep call light within reach.
• Use pictures, gestures, or pointing.
Combative Behavior
• Block blows or step out of way.
• Stay calm. Lower tone of voice.
• Be flexible and patient.
• Do not respond to verbal attacks or argue.
• Do not use gestures that could frighten or startle
resident.
• Be reassuring and supportive.
• Find out what provoked resident.
• Leave resident alone if it’s safe.
Angry Behavior
• Stay calm.
• Do not respond to verbal attacks or argue.
• Empathize.
• Try to find out the cause.
• Be respectful.
• Explain what you are going to do.
• Answer call lights promptly.
• Stay at safe distance.
Activity
• You will be divided into groups of 3-4 and
assigned a specific communication barrier.
• Develop a skit that shows incorrect
communication strategies first and then the
correct method to communicate second.
• Remember to think “outside the box” to what may
work for your patient.
• Make your demonstration memorable!