Download Communication

Communication
Health Team Relations
1st & 2nd Block
Instructor: Melissa Lewis
Communication:

1. Verbal
 2. Nonverbal

*Nonverbals are more important than
verbals.
 *Nonverbals and verbals need to ALWAYS
be sending the same message!
Communication Process:





1. Sender: The person who starts that message
2. Message: The information that is being
transmitted
3. Medium: The form of the message
4. Receiver: The person who receives the
message
5. Feedback: The response of the receiver back to
the sender
Factors that Interfere
with Communication:

1. The message must be clear (HC workers
should not use medical terminology. They should
use layman’s terms.
 2. The sender must deliver the message in a clear
and concise manner. (Avoid slang words. No
“you know, um, ok”) Speak not too loud or soft,
write in good grammar/punctuation
 3. The receiver must be able to hear and receive
the message (patients who are heavily medicated,
hearing/vision impaired/language barriers)
Factors that Interfere
with Communication:

4. The receiver must be able to understand
the message
 5. Interruptions or distractions must be
avoided (use familiar language/terminology,
ask questions to make sure that they
understand)
Listening:






1. Show interest and concern for what the speaker
is saying
2. Be alert and maintain eye contact with the
speaker
3. Avoid interrupting the speaker
4. Pay attention to what the speaker is saying
5. Avoid thinking about how you are going to
respond
6. Try to eliminate our own prejudices and see the
other person’s point of view
Listening cont…:





7. Eliminate distractions by moving to a quiet
areafor the conversations
8. Watch the speaker closely to observe actions
that may contradict what the person is saying
9. Reflect statements back to the speaker to let the
speaker know that statements are being heard
10. Ask questions if you do not understand part of
a message
11. Keep your temper under control and maintain
positive attitude
Non-Verbal
Communications:

Facial expressions
 Body language
 Gestures
 Eye contact
 Touch to convey messages or ideas

Barriers to
Communications:
1. Physical disabilities: Deafness, blindness,
aphasia (be patient, encourage them, let them
point, or write, ask questions that require short
answers
 2. Psychological barriers: Prejudges, stereotyping
 3. Cultural Diversity
– Different cultures have different ideas about the causes
of illnesses/diseases
– Language barriers
– Eye contact not acceptable in some cultures (respectful
to look down)
– Inappropriate touch (only family members can provide
personal care, no touching head, etc.)
Health Care Workers

Should respect and accept cultural diversity
 When beliefs of your patient’s are different
than your own…..there has to be open
communication
 To provide quality patient care HC workers
do not have to believe the different values,
but they MUST respect them