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Define: communication

The successful conveying or sharing of ideas and feelings


A message can be communicated using three methods . List these three methods

1) body language
2) tone of voice
3) words


List non-verbal modes of communication

1) facial expression
2) eye contact
3) physical contact
4) body posture
5) gestures
6) personal space


Describe what facial expression Can conveys to patients.

Mood , emotions , thoughts


Outline what eye contact can convey to the patient

1) interest
2) when it is your turn to speak
3) avoiding eye contact suggests your avoiding communication


Explain what physical contact can convey to patients

1) Touch can enhance verbal communication
However be aware of:
- social conventions , different cultures, appropriateness , personal conduct , giving the wrong message


Explain what open questions are

Open questions leave the response open to the person you are conversing with , there is no fixed response , therefore you are able to get more information. Who what when why where


Explain what closed questions are

Limits a persons response , can be useful for getting specific responses and clarifying . But restricts the amount of information you get.


List the four barriers that stop us from communicating effectively

1) personal barriers
2) language barriers
3) physical barriers
4) situational barriers


Outline what active listening is

1) observing and interpreting the speakers behaviour and body language
2) interpreting the words you are hearing and how they are being said
3) gathering an accurate understanding of the speakers message
4) responding in a way to signal to the speaker you have listened or are listening


Outline personal barriers

How we are , what our beliefs are , what we know or don't know impacts on how we communicate
1) lacking understanding of communication and conversational skills
2) providing information in a haphazard, inconsistent way
3) lasting insight into other people's communication difficulties
4) not wanting to communicate e.g lack of confidence
5) tiredness, stress, personality differences
6) assumptions and prejudice


Outline language barriers

Not understanding others language can result in:
Unintentional disrespect for cultural etiquettes causing offence


Outline physical barriers

1) standing behind a desk or counter
2) sitting backwards on a chair
3) using a list of questions / clipboard or paperwork
4) putting a bag or item on the table in front of you


Outline environmental barriers

1) high workload resulting in lack of time
2) interruptions
3) distractions e.g. Noisy