Download Healthcare Communication Skills

Foundation Standard 2: Communications
To Review
Employability/Professionalism
1. If your are in an interview and the
interviewer says give us an example of your
dependability. What is a good response?
2. Describe appropriate dress for the
workplace.
3. What would be an empathetic response to
this statement “I am killing my team by
sitting here.”
4. Describe self-motivation.-
A few more…
• You have an employee who comes to work
everyday and clocks in a minute before the
scheduled time. However, everyday the
employee comes in goes to the bathroom to
finish getting ready. What employability rule
are they violating?
• Pretend it is your time to leave
work…However, when you go to leave you
notice there is a long line waiting to be
helped. What should you do?
• Integrity what is this??
Elements of Communication
Sender
Receiver
Message
Feedback
Communication Model Questions
• What could
happen to block
any of the
elements of
communication?
• Is the message always verbal?
• Is the feedback always verbal?
• What interruptions or distractions could
interfere with communication?
Healthcare Communication
• Remember that in a
healthcare setting,
nonverbal cues are
important elements of
the communication
model.
• Identify the elements
of communication in
this illustration.
Feedback Methods
• Paraphrasing – reword the sender’s
message and ask for confirmation.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “So you think we should order an
antidepressant?”
Feedback Methods
• Reflecting – prompts the sender to add
more detail to the original message.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “So you think we should order her
medication, such as…?”
Feedback Methods
• Asking Questions – request clarification
or more additional information.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “Why? Is her current treatment not
controlling her anxiety?”
Feedback Methods
• Requesting examples – examples can
help explain or clarify meaning.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “What kind of treatment are you
thinking about?”
Review…
Paraphrase this statement made by a
patient….
“ I think I want a second opion….
Think about this…
• So you want us to refer you to a
specialist?
What feed back method is this?
• Pt: “I’m up all night going to the bathroom.”
• Doctor- “About how many times a night do
you go to the bathroom?”
Obtaining Feedback
• Respond to this call
to a veterinary office
from a pet owner.
• Paraphrasing
• Reflecting
• Asking questions
• Requesting
examples
I need to make an
appointment for my
dog. She’s not doing
very well.
Rules for Effective Communication
Message must be clear
Sender must deliver message clearly and
concisely
Receiver must be able to hear and receive the
message
Receiver must be able to understand the
message
Interruption or distractions must be avoided
What’s wrong with this?
• A doctor calls out to his medical assistant
“help room one.”
• The medical assistant responds “Who is in
room one and what does she need?”
The problem with this communication was
that????
A. Message not clear
B. Sender did not deliver message concisely
C. Reciever couldn’t hear message
D. Message was interrupted
Healthcare Information can be
Subjective or Objective
• Subjective
– Cannot be seen or felt
– Often called symptoms
– Usually statements or complaints from the
patient
– Use the patient’s exact words
Healthcare Information can be
Subjective or Objective
• Objective
– Can be seen or measured
– Often called signs
– Information collected by the senses
Subjective Symptoms
I think I’m
gonna
throw up.
My tummy
hurts.
It’s really
sore on my
chest.
I don’t feel
very good.
Objective Signs of Illness
•
•
•
•
Pulse rapid, irregular and thready
Skin cold and clammy
No respirations
Lips cyanotic
Subjective or Objective?
1.
2.
3.
4.
5.
6.
7.
8.
Coughing
Fatigue
Headache
Foul smelling breath
Did not eat anything
Speech slurred
Joints ache
Nervousness
•
•
•
•
•
•
•
•
Objective
Subjective
Subjective
Objective
Objective
Objective
Subjective
Subjective
Speaking Skills
• Speak appropriately to the age or status of
the receiver.
• Use appropriate terminology or words.
• Ask open-ended questions.
• Speak slowly and clearly.
• Try to be eye-level with the receiver.
• Make sure your non-verbal is consistent
with your words.
You try…
• Write down an open ended question that
you might ask your patient…
• Example- Why do you think you are not
sleeping well at night?
Listening Skills
•
•
•
•
Show interest and concern.
Stay alert and maintain eye contact.
Avoid interrupting.
Pay attention to what the speaker is
saying.
• Avoid planning your response while the
speaker is talking.
Listening Skills
• Try to see the other person’s point of view.
• Find a quiet or private location.
• Watch the speaker’s facial expressions for
consistency with words.
• Ask for clarification when needed.
• Maintain a positive attitude.
Review Questions
• What is part of active listening?
– Asking a lot of questions
– Trying to see the others point of view
– Concentrating on the words people use and
nothing else
– Interrupting
Imagine this person said she is
fine… Do you believe her??
Is being prejudice a barrier to
communication?
How would you communication
with a blind patient?