Module 12 Flashcards
(29 cards)
Effective Communication Cycle
Sender, Communicate, receiver, feedback
Therapeutic communication
Interaction between patient and medical professional focused on improving the physical and emotional well being of the patient
Builds the opportunity to build a positive rapport and relationship between the healthcare provider and the patient
Active Listening
Engaging with the sender regarding the message and the intended interpretation (focus solely on conversation, don’t interrupt, confirm message speaker said, be respectful and professional)
Communication Styles: Assertive
The ideal communication style. It’s a firm and direct style of communication. This includes proper eye contact, and body language with a respectful volume of voice.
Communication Styles: Passive
This style is more submissive. Will use a quiet, soft voice and may display hesitancy. Make sure to approach this style with a more assertive response.
Communication Styles: Aggresive
Is abrasive in words and body language. Used tend to allow for minimal personal space and use fast and loud gestures. Communicating with this communication style can make the patient feel intimidated
Communication Styles: Manipulative
Does not tend to be effective, as it’s not genuine communication. It can be very one sided with ulterior motives. This style can feel patronizing
Choosing a communication style includes
Whether the participants prefer visual, auditory or Kinesthetic communication to contribute to the effectiveness of the communication process
Visual communicators
Use pictures and prefer seeing information in writing. They tend to move their hands and use facial expressions. Body language can often say more about the message than the words being used.
Auditory communicators
Use the skills of listening when comprehending the message
Kinesthetic communicators
Focus on hands on learning
Feedback
Information relayed to the message sender regarding how the message was received and interpreted
Open Ended Questions
For general information and can be used to start a conversation. It can establish the conversation and create a comfort level of discussion. It can give the patient freedom to share what they feel is imperative regarding the topic
- How are you feeling today?
- Can you describe your symptoms?
- Can you explain the type of pain you are feeling?
Close Ended Questions
Seeking specific information are are more direct in nature. They can include brief answers like yes or no for confirmation
- What is your current address?
- Are you feeling better today?
- Do you have a sore throat?
DO NOT SHARE
Personal information, experiences, peer experiences, or other patient experiences when talking to a patient
Audience considerations
Customize the communication process to meet with the needs of the intended receiver
- If a patient has hearing loss: speak clearly, face the patient so they can read lips
- Provide patients with visual impairments with larger print documents when needed
- Ask patients if they have questions or need any type of clarification
- with a patient that has cognitive impairment, use words or phrases that are at their level of understanding
- consider the age of the patient when communicating with them
Nonverbal Communication
Any type of communication that does not use words
Body Language
The use of gestures and movements while communicating
Biases
Beliefs that are not proven by facts about someone or a particular group of individuals
Patient Characteristics Affecting Communication
Always ask the patient in how they would prefer to be assisted, do not assume
- provide an interpreter for patients that have minimal understanding of the language being spoken
- When speaking with a child use terms that they can understand based on developmental
Psychosocial care
Providing psychological, social, and spiritual care through therapeutic communication with cultural sensitivity
Can improve patient’s overall health and quality of life when provided effectively
Psychological Health
Mental health
Spiritual health
Social health
Emotional health
Telephone Ettiquete
Being respectful by using proper verbiage, tone, and manners when conveying information
Five Ps of Telephone Ettiquete
Polite- use a soft tone
Prepared- have all relevant details (name, number, dates)
To the Point- don’t beat around the bush
Perceptive- Don’t waste people’s time by talking on irrelevant topics
Cooperative- provide information needed. If you can’t help, find someone who can or tell the caller you will all back with the information.
