Download Module 4: Strategies to Improve Interpersonal Communication

In It Together:
National Health
Literacy Project
for Black MSM
Training of Trainers
Module 4: Strategies to Improve
Face-to-Face Communication
WELCOME
Trainer: Larry Carter
Email: [email protected]
Phone: 404.460.4790
This material was produced by John Snow Inc., under
Contract #HHSH25020140037I with the Health Resources
and Services Administration, U.S. Department of Health
and Human Services.
RECAP OF MODULE 3
Health literate health care organizations:
Help people find, process, understand, and use health
information and services
Remove health literacy barriers
Share 10 common attributes, which are supported by
health literate activities
Set health literacy goals that are clearly defined and
supported by actionable and measureable steps
Train and support staff so they are comfortable talking
about sexual orientation and stigma
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TAKE-AWAY ACTIVITY
1. Which 3 attributes of a health
literate organization could your
organization address?
2. Why did you select these 3
attributes?
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TODAY’S TRAINING GOALS
Trainers will recognize
important moments in
face-to-face
communication,
increase their
awareness of barriers
to effective
communication, and
learn strategies to
improve their face-toface communication
skills
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LEARNING OBJECTIVES
By the end of the training, participants will be able to:
 Identify at least 3 barriers to face-to-face communication
 Implement at least 3 strategies to improve face-to-face
communication
 Describe a care partnership
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INTRODUCTION TO EFFECTIVE COMMUNICATION
Through communication, people come to know what is happening
around them, both nearby and faraway and, by talking to others, make
sense of it. Communication is the mechanism by which teachers teach
and learners learn, by which marketers promote products and services,
and consumers decide what to buy and to consume. It is the means by
which communities build consensus and enforce norms, and the means
by which conflicts arise, discrimination is expressed, and convergence
can eventually emerge. It is the process by which policies are negotiated
and publicized to set political and institutional agendas.
Of course, it is a critical aspect of how health professionals provide
care and patients seek and use it, and the process by which a person is
persuaded to do something healthy or unhealthy.
Storey, D., Seifert-Ahanda, K., Andaluz, A., Tsoi, B., Matsuki, J.M., & Cutler, B. (2014). What is health communication and
how does it affect the HIV/AIDS continuum of care? a brief primer and case study from New York City. JAIDS Journal of
Acquired Immune Deficiency Syndromes, 66, S241-S249.
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WHY HIV CARE/TREATMENT INSTRUCTIONS
ARE DIFFICULT
 Constant stream of new science and information
 Explanations are given using medical jargon
 Information is complex
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GOAL OF COMMUNICATION
SENDER
RECEIVER
Goal: Receiver understands message without difficulty
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COMMUNICATION CHALLENGES
 Lack of clarity
 Poor word choice
 Distractions (“noise”)
10
MAIN FUNCTIONS OF COMMUNICATION
 Giving or getting information
 Persuading someone
 Making a social connection
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EFFECTIVE COMMUNICATION
An information exchange between people that results in:
New or improved understanding
New or better awareness
Shared understanding of issues and solutions
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IMPORTANT MOMENTS IN HIV COMMUNICATION
 Explaining what to bring and what to expect from regular doctor
and other provider visits
 Explaining disease and symptoms
 Communicating medication instructions
 Describing medication side effects
 Explaining what insurance is and how to use it
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BARRIERS TO EFFECTIVE COMMUNICATION
1. Listening
2. Understanding
3. Spoken communication
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BARRIERS TO EFFECTIVE COMMUNICATION: LISTENING
1.
2.
3.
4.
5.
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Focus on personal agenda
Experience of information overload
Focus on the messenger, rather than the message
Internal or external noise
Distractions from illness or pain
BARRIERS TO EFFECTIVE COMMUNICATION:
UNDERSTANDING
1.
2.
3.
4.
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Stereotyping and generalizing
Negative focus
Assuming similar interpretations
Experiencing contradictory cues
BARRIERS TO EFFECTIVE COMMUNICATION:
UNDERSTANDING
 Stereotyping and generalizing
 Negative focus
 Assuming similar interpretations
 Experiencing contradictory cues
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BARRIERS TO EFFECTIVE COMMUNICATION:
UNDERSTANDING
 Stereotyping and generalizing
 Negative focus
 Assuming similar interpretations
 Experiencing contradictory cues
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BARRIERS TO EFFECTIVE
COMMUNICATION: SPEAKING
 Lack of clarity
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BARRIERS TO EFFECTIVE
COMMUNICATION: SPEAKING
 Lack of clarity
 Using stereotypes and
generalizations
 Jumping to conclusions
Rintamaki, L. S., Davis, T. C., Skripkauskas, S., Bennett, C. L., & Wolf,
M. S. (2006). Social stigma concerns and HIV medication
adherence. AIDS Patient Care & STDs, 20(5), 359-368.
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BARRIERS TO EFFECTIVE
COMMUNICATION: SPEAKING
 Lack of clarity
 Using stereotypes and
generalizations
 Jumping to conclusions
 “Non-responsive” responses
21
BARRIERS THAT PREVENT CLIENTS FROM ACTING ON
HEALTH INFORMATION
 Use of technical or medical terminology
 Focusing on information rather than actions
 Limited awareness of cultural differences
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STRATEGIES TO HELP HEALTH PROFESSIONALS LISTEN
EFFECTIVELY
 Focus on client
 Pay attention to non-verbal messages
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STRATEGIES TO HELP HEALTH PROFESSIONALS LISTEN
EFFECTIVELY
 Focus on client
 Pay attention to non-verbal messages
 Listen to seek an overall understanding
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STRATEGIES TO HELP HEALTH PROFESSIONALS LISTEN
EFFECTIVELY
 Focus on client
 Pay attention to non-verbal messages
 Listen to seek an overall understanding.
 Be empathetic
 Ask questions
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STRATEGIES TO IMPROVE PATIENT PERCEPTIONS OF
HEALTH PROFESSIONALS
 Be self-aware
 Acknowledge personal
limitations
 Sit down with patient
 Slow down your speech
 Portray approachable
body language
 Make patient feel
valued
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STRATEGIES TO IMPROVE SPOKEN COMMUNICATION
 Use plain, non-medical language
 Limit content to 2-3 main points
 Repeat key points multiple times
 Incorporate words/expressions used by client
 Give instructions specific and appropriate to client’s life
 Encourage client to ask questions
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STRATEGIES TO IMPROVE SPOKEN COMMUNICATION
 Use plain, non-medical language
 Limit content to 2-3 main points
 Repeat key points multiple times
 Incorporate words/expressions used by client
 Give instructions specific and appropriate to client’s life
 Encourage client to ask questions
 Consider client’s cultural context
 Forge a care partnership
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PRACTICE ACTIVITY
 Use plain, non-medical language
 Limit content to 2-3 main points
 Repeat key points multiple times
 Incorporate words/expressions used by client
 Give instructions specific and appropriate to client’s life
 Encourage client to ask questions
 Consider client’s cultural context
 Forge a care partnership
Ahmed
34-year-old male
Diagnosed with HIV 4 months ago
Currently on ART
Lives in a neighborhood with a large
Muslim community.
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HOW HEALTH PROFESSIONALS CAN FOSTER A CARE
PARTNERSHIP
1. Provide HIV information to
client in a way he can
understand
2. Listen to client and answer
his questions
3. Treat client with respect,
honesty, and compassion
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HOW HEALTH PROFESSIONALS CAN FOSTER A CARE
PARTNERSHIP
4. Respect client’s privacy and
privacy of his medical
information
5. Communicate openly about
benefits and risks associated
with any of client’s treatments
6. Provide client with information
to help client make informed
decisions about his care and
treatment options
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HOW HEALTH PROFESSIONALS CAN FOSTER A CARE
PARTNERSHIP
7. Include client as a member of
the care team
8. Work with client, and any other
partners who treat or support
him, in coordination of his care
9. Commit to the highest quality
and safety standards
10. Help client to set goals for his
health care and treatment
plans
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WHAT CAN WE ENCOURAGE A CLIENT TO PROMISE IN A
CARE PARTNERSHIP?
1. Ask questions when he does not
understand and keep asking until he
does understand
2. Be a responsible and active member of
his health care team
3. Participate in decisions about his HIV
care
4. Communicate concerns about his care
plan
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WHAT CAN WE ENCOURAGE A CLIENT TO PROMISE?
5. Treat us with respect, honesty, and
consideration
6. Give us the information that we need to
treat him
7. Learn all that he can about HIV
8. Understand his care plan to the best of
his ability
9. Tell us if he has trouble reading the
information or understanding our
guidance
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RECAP
• Identify at least 3 barriers to effective face-to-face
communication
• Recognize at least 3 strategies to improve face-to-face
communication
• Explain a care partnership
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NEXT STEPS
In Module 5, we will explore
how print material can be
used to promote health
literacy.
We will also learn how to
identify or create health
literate print material, and
how to make prescription
instructions easier to
understand.
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TAKE AWAY ACTIVITY
Apply one strategy that you learned
today to improve one of the following:
• Your listening skills
• Your client’s understanding
• Your spoken communication
Be prepared to discuss what you tried
and how it worked when we meet
next.
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THANK YOU!
Trainer: Larry Carter
Email: [email protected]
Phone: 404.460.4790
This material was produced by John Snow Inc., under
Contract #HHSH25020140037I with the Health Resources
and Services Administration, U.S. Department of Health
and Human Services.
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