Lecture 6: Communication

Question 1

Why is it important for healthcare workers to have good communication skills

Answer 1

• more likely for patients to cooperate
• avoids misinterpretation
• communicating with other health professionals

Question 2

What is communication

Answer 2

The exchange of information thoughts and feelings

Question 3

What is therapeutic communication

Answer 3

face to face interaction with a patient that is focused on advancing their well being
- good experiences = better outcome

Question 4

What Standards of Practice affect communication

Answer 4

• 5: relationships with patients
  -6: proffessional relations

Question 5

What does successful communication require

Answer 5

speaking, listening, observing, body language

Question 6

3 communication methods

Answer 6

verbal, written, nonverbal

Question 7

Are slang and humour appropriate as an MRT

Answer 7

• humour: when appropriate and patient dependent
• slang: should be avoided but can help build relationship

Question 8

Examples of Paralanguage

Answer 8

not what you say but how you say it.

rate, volume, inflection, tone, pitch, vocal patterns

Question 9

What is listening in a therapeutic manner

Answer 9

gather information and understand what the patient is feeling

Asking questions on the patients statements to expand on them

Use silents to allowed patients to arrange their thoughts
don’t let patients overtalk

Question 10

Written communication in healthcare

Answer 10

• record keeping is crucial
• must be legible
• some typed & some written

Question 11

What is the most common means of written communication between professionals

Answer 11

E-mail

Question 12

3 downsides of email

Answer 12

• cant read tone
• they stay forever
• get shared and forwarded

Question 13

5 types of nonverbal communication

Answer 13

• facial expressions
• body motions
• eye contact
• touching
• distance

Question 14

open body stances

Answer 14

• arms/legs open
• looking at the person
• feet pointing at the person

Question 15

closed body stances

Answer 15

• arms/legs crossed
• looking/facing away from the person

Question 16

Examples of communication tips

Answer 16

talk before touching
never assume
reserve judgement
use a persons name

Question 17

barriers to communication

Answer 17

rapid speech
language barriers
being defensive
distracting environments

Question 18

What time frame should you give outpatients in radiology department

Answer 18

• dont give them a definite time you will be with them
• emerge/ICU take priority

Question 19

What is an inpatient

Answer 19

staying in the hospital for treatments
differing levels of awareness
experiences with other health care workers may affect thier attitude towards you

Question 20

Best way to introduce yourself to a patient

Answer 20

• NOD approach
• open body language
  -use patients name

Question 21

Why and when do we take a patients history

Answer 21

• validates exam
• may need to readjust technique/positioning
  try and build rapport

Question 22

Good questions when taking patients history

Answer 22

• localization of the problem
• chronology/onset
• quality
• aggravating or alleviating factors
• associated manifestation (numbness tingling)

-make observations & record everything

Question 23

What to do when assessing a patient

Answer 23

• be perceptive of the patients behaviour
• look for signs of stress anxiety and fear
• look for signs of aggression

Question 24

Most common form of sexual abuse in the hospital

Answer 24

• sexual remarks

Question 25

9 guidelines for talking to patients

Answer 25

avoid terms that confuse the patients know when to call interpreter diagrams charts for language issues use tact legitamize patients concerns show empathy allow the opprotunity to ask questions do not bring up ur own problems respect patients space and values

Question 26

How would you deal with an unconscious patients in the x-ray department

Answer 26

- check wristband to confirm identity - talk to the patient (they remember) - dont make jokes

Question 27

5 factors in professional relationships

Answer 27

- part of a healthcare team - play your role - maintain professionalism - be aware that everyone has their own stressorsR

Question 28

Role as a stident in professional field

Answer 28

- be respectful to your preceptors - remember role is to learn - avoid gossip - be tactful when disagreeing with preceptors

Question 29

2 types of feedback

Answer 29

directive: just telling them what to do facilitative: makes you think

Question 30

How should you receive feedback

Answer 30

always be open understand & accept personally reflect

Question 31

How should you give feedback

Answer 31

keep it constructive focus on specific tasks follow up- see how theyre doing practice what you preach

Question 32

What is non-assertive communication

Answer 32

passive behavior (letting people dictate you) not expressing ones feelings, needs, emotions often allow others to infringe upon ones personal rights

Question 33

assertive communication

Answer 33

expressing ones needs emotions or ideas in a way that doesnt infringe upon the rights of others - understand where the persons coming from

Question 34

Agressive communication

Answer 34

expressing ones feelings needs emotions or ideas in a way that infringes upon the rights of others direct and hostile

Question 35

What is conflict

Answer 35

an oppostion of a persons wishes demands or ideas

Question 36

What kind of conflict could arise in the hospital

Answer 36

- scheduling - orders - positioning

Question 37

Can conflict be positive

Answer 37

-yes, can foster creativity & compromises

Question 38

Why is conflict with patients bad

Answer 38

can impede healthcare process usually due to a breakdown in communication

Question 39

When is conflict most likely with a patient

Answer 39

if theyre intoxicated - has an altered cognitive status, history of aggression, addiction or difficulty communicating

Question 40

When is conflict more likely (due to the MRT)

Answer 40

- judges and disrespects patient or their values - does not listen to the patient or their family - uses threatening tone or body language

Question 41

How to deal with patient conflict

Answer 41

prevention - maintain open body language and active listening - address their concerns management - remain calm - avoid arguing and criticizing

Question 42

How to descale hostility

Answer 42

- do not attempt to handle situation alone - be firm but understanding - do not let combative individual get between u and the exit

Question 43

Common causes of conflict with coworkers

Answer 43

lack of communication interdependence differences in style/personality change in the workplace

Question 44

Prevention of conflict with coworkers

Answer 44

- department policies - proper staffing - dont bring personal problems to work

Question 45

consequences of conflict

Answer 45

personal - increased frustration/anxiety - strained relationships - loss of sleep on the workforce - unhealthy competition - with holding information - low morale

Question 46

conflict ressolution

Answer 46

- discussion - get management involved if no solution can be found