Communication Styles Flashcards by Tori Mupandawana

What are the types of communication?
(8)

Formal communication

Informal communication

Downward communication

Upward communication

Horizontal communication

Diagonal communication

Non-verbal communication

Verbal communication

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What is formal communication?

Using proper language, no slang, official communication, e.g. letter, emails

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What is informal communication?

Day to day language used in conversations, texting, abbreviations

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What is downward communication?

Policies and procedures, what you can and can’t do

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What is upward communication?

People telling you what’s happening, e.g. meetings

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What is horizontal communication?

Team work

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What is diagonal communication?

Working across teams, e.g. radiologists, radiographers, nurses, etc

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What is non-verbal communication?

Facial expressions, body language

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What is verbal communication?

What you say, tone of voice

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What are communication mediums?

Ways that we can communicate

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How long are professionals required to give patients to decide to have a procedure?

2 weeks

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Why is professional communication important?
(6)

Poor communication leads to hospital complaints which will be investigated

Poor communication wastes public funds, damages patient care and puts patients at risk

Poor communication between colleagues and/or patients can have a negative impact on morale, staff and patient satisfaction, treatment outcomes and quality of care

Patients feel more able to ask questions and be more involved in their care

Patients feel like they have a sense of control over their condition and treatment

Patients feel like they can trust and have more confidence in the treatment process, so they’re more likely to comply with the treatment

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What are examples of effective interpersonal communication?
(5)

Build a trusting relationship with the service user

Help the service user resolve their problems

Identify patient needs in order to form plans

Influence the behaviour of the service user

Communicate essential information to the service user, therefore reducing anxiety, improving recovery rates and decreasing contact with services

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What are the 3 main channels/types of communication?

Verbal

Paralinguistic

Non-verbal

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What are examples of paralinguistic communication?

Uh-huh
Mmm
Head nods
Errr
Tone of voice
Timing of voice
Pitch of voice
Fluency of sentences

(Not proper words, but the way people speak)

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What are the 4 types of language styles?

Dominance

Influence

Steadiness

Conscientiousness

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What words relate to dominance in communication?
(5)

Direct

Results-oriented

Firm

Strong-willed

Forceful

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What words relate to influence in communication?
(5)

Outgoing

Enthusiastic

Optimistic

High-spirited

Lively

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What words relate to steadiness in communication?
(5)

Even-tempered

Accommodating

Patient

Humble

Tactful

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What words relate to conscientiousness in communication?
(5)

Analytical

Reserved

Precise

Private

Systematic

When would we use dominance in communication?

In an emergency

When would we use influence in communication?

When interacting with children

When would we use steadiness in communication?

When interacting with elderly patients

When would we use conscientiousness in communication?
(3)

When interacting with neurodivergent people

When reporting an accident

When reporting safeguarding concerns

What is the most important part of communication?

What the other person hears

What’s important about non-verbal communication/active listening?

They can differ depending on cultures

What are examples of non-verbal communication/active listening? (6)

Head movements Eye contact Facial expressions Gesture Posture Personal space and proximity (age, gender, culture) Touch Appearance

How can we check that the patient heard and understood what we wanted them to?

Ask them questions before and after every procedure and let them know every detail of a procedure

What can we do if a patient doesn’t understand what we’ve told them? (2)

Affirming Summarising

What does a barrier to communication mean?

Anything that limits the purpose or channel of communication. It may limit or reduce the ease at which we communicate

What are examples of barriers to effective communication? (10)

Semantic barriers Psychological barriers Organisational barriers Cultural barriers Physical barriers Physiological barriers Emotional barriers Perception barriers Technological barriers Attitude barriers

What is used to find interpreters for patients?

Language line

What are semantic barriers in communication?

Language barriers

What are psychological barriers in communication?

The mood or tone of the sender or receiver gives a certain message

What are organisational barriers in communication?

Rules and regulations, relationships with managers, etc

What are cultural barriers in communication?

Different race or ethnicity, different words have different meanings, etc

What are physical barriers in communication?

Noise, faulty equipment, etc

What are physiological barriers in communication?

When you struggle to express or receive messages, e.g. dyslexia, autism, etc

What are emotional barriers in communication?

Anger, frustration, humour, loss of rationality, impatience, etc, can limit communication.

What are perception barriers in communication?

When the same information is perceived differently by people

What are technological barriers in communication?

Expenses

What are attitude barriers in communication?

Fixed opinions, large egos, etc

How can we overcome semantic barriers? (3)

The level of language must be chosen carefully The education and knowledge of the intended audience must be considered, as must their social and cultural background (links to health literacy) Keep the language as simple as possible, and confirm understanding

How can we overcome psychological barriers? (3)

Non-verbal cues can be ambiguous and their meaning can vary in respect to culture, context and intention Random gestures can be interpreted to have some significance when none was intended Style of dress can also have a huge influence on non-verbal communication, as this can affect people’s perceptions and stereotypes

How can we overcome cultural barriers? (5)

Maintain respect- avoid stereotypes and personal biases Be open- learn the basics and ask open questions Prepare- do you need an interpreter or to use language line? Word choice- select words that aren’t dual meaning or have different meanings to different cultures Avoid stereotypes

How can we overcome physiological barriers? (5)

Listen carefully and be patient Consider note taking for key points Provide written information to support discussions Learn to read body language and visual queues Communication tools may be useful

How can we overcome perception barriers? (6)

Be clear and concise Keep things simple Ask the patient to repeat back to you Challenge your own assumptions Positive body language Avoid confirmation biases

How can technology be a help in communicating? (3)

Text reminders Online booking Self service checks

How can technology be a hindrance in communicating? (2)

Emails are often misinterpreted or not responded to quickly Updates and capabilities may incur cost barriers