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CHAPTER 6 Principles of Effective Communication Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 1. Define the following terms: a. b. c. d. e. f. Base station radio Body language Communication Interpersonal communication Message Portable radio (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 1. Define the following terms: g. h. i. j. k. Receiver Repeater Sender Therapeutic communication Transfer of care (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 2. State the four types of communication. 3. Describe the components of communication. 4. Describe common barriers to effective communication. 5. Describe the strategies for effective communication. 6. Describe the characteristics of therapeutic communication. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 7. Describe the elements of an appropriate verbal transfer of care. 8. Describe strategies for successful interviewing. 9. Describe strategies for successful communication specific to pediatric and geriatric populations. 10.Identify common communication devices used in EMS. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 11.Describe the proper technique for communicating via radio. 12.Demonstrate effective communication strategies when dealing with instructional staff, classmates, and simulated patients. 13.Utilize therapeutic communication strategies to establish effective relationships with classmates and simulated patients. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Objectives 14.Deliver an appropriate verbal transfer of care following a simulated patient encounter. 15.Demonstrate proper technique when communicating via radio. 16.Model sensitivity to cultural/age differences in all communications. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Topics • • • • • What is Communication? Types of Communication The Communication Process Transfer of Care Radio Communications Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. WHAT IS COMMUNICATION? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. What Is Communication? • The activity of conveying information. • Individuals and roles you will likely be expected to communicate with: – – – – – Patients Your partner Other EMS personnel Fire personnel Law enforcement personnel Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. What Is Communication? • Individuals and roles – – – – Hospital personnel Bystanders Family members Friends of patients Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. What Is Communication? • Emergencies are stressful situations for the patient, family members, and bystanders. • How you relay information will leave a big impression, not only of yourself, but of your department and profession. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Think About It • How can the way you communicate information during an emergency impact: – – – – the patient? the patient's family members? bystanders? other responders? • What are ways the EMR can help minimize miscommunication? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. TYPES OF COMMUNICATION Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Types of Communication • Verbal – Words and sounds that make up language we speak. • Nonverbal – Body language, eye contact, and gestures. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Types of Communication • Written – Use of letters and words to express language we speak. • Visual – Signs, symbols, and designs. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Think About It • Which type of communication is most important when working with: – Patients, including children? – Bystanders? – Partner? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. THE COMMUNICATION PROCESS Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Sender – The one who is introducing new thought or concept or initiating communication process. • Message – Thought, concept, idea being transmitted. • Receiver – The one for whom message is intended. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. A message must pass through many steps in the communication process. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Transmitting the Message – 55% body language (gestures, expressions, posture, physical manifestations). – 38% voice (quality, tone, inflections) – 7% words used. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Communication is delivered in many forms. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Barriers to Communication – – – – – – – Physical Perceptual Emotional Cultural Language Gender Interpersonal Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Strategies for Effective Communication – Speak clearly and use words and terminology receiver will understand. – Keep open mind and resist urge to be defensive. – Become active listener. – Be assertive, especially when safety is at stake. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Strategies for Effective Communication – Remain aware of the influence body language plays in effective communication. – Accept reality of miscommunication. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Interpersonal Communication – Form of verbal communication. – Occurs between three or fewer participants in close proximity to one another. – Feedback between sender and receiver is immediate. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Therapeutic Communication – Face-to-face communication process focuses on advancing physical and emotional well-being of patient. – Key component is trust. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Therapeutic Communication – Three objectives Collecting information Assessing behavior Educating Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Strategies for Successful Interviewing – Immediately introduce yourself and your level of training. – Obtain patient's name early; use it frequently during interview. – Position yourself at or below patient's eye level whenever possible. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Positioning yourself at or below eye level with the patient will demonstrate caring and compassion. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Strategies for Successful Interviewing – Ask one question at a time; allow patient ample time to respond. – Listen carefully to everything patient tells you. – Restate patient's answers when necessary for clarification. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. The Communication Process • Strategies for Successful Interviewing – Notice what works and what does not work. – Interviewing strategies may need to be modified, depending on age of patient. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. You may have to alter your approach, depending on the age of your patient. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Think About It • What are the three parts of the communication process? • In what ways does body language impact what you are communicating? • How does speaking assertively differ from speaking aggressively? • Which strategies improve the interviewing process? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. TRANSFER OF CARE Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Transfer of Care • Physical and verbal “handing off” of care from one healthcare provider to another. • Continuum of care helps to ensure that care is consistent and appropriate. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Transfer of Care • Patient's name and age • Chief complaint • Brief account of patient's current condition • Past pertinent medical history • Vital signs Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Transfer of Care • Pertinent findings from physical exam • Overview of care provided • Patient's response to that care Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Think About It • What are the key elements of a verbal report? • Why is it important to provide a concise verbal report upon transfer of care? • Do not take it personal if the ambulance crew does not have time for a complete report. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. RADIO COMMUNICATIONS Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Radio Communications • Radio system a combination of transmitters, receivers, repeaters, antennae. • Dispatch centers utilize base station radios that transmit over wide area. • EMS personnel carry pagers and handheld (portable) radios. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Portable radios are still the most common communication tool used in EMS. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Radio Communications • Pagers notify response personnel of emergency call. • Portable radios communicate directly with dispatch center. • Radios require specific protocol when communicating with others in system. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Think About It • Why are portable radios an important piece of communications equipment? • How does the use of proper radio techniques help to ensure effective communication? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. SUMMARY Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Communication is a complex process involving interchange of ideas or information. • Requires sender, receiver, message. • Four types – – – – Verbal Nonverbal Written Visual Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Barriers to communication include physical, perceptual, emotional, cultural, language, gender, and interpersonal. • Strategies for effective communication: – – – – Speaking slowly and clearly Resisting urge to be defensive Utilizing active listening techniques Being aware of body language and the messages it sends Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Therapeutic communication focuses on advancing physical and emotional wellbeing of patient. • Objectives – Collecting information – Assessing behavior – Providing education Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Strategies for successful interviewing: – Immediately introducing yourself and your level of training. – Obtaining patient's name early and using it frequently during interview. – Positioning yourself at or below patient's eye level whenever possible. (continued) Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Strategies for successful interviewing: – Asking one question at a time and allowing patient time to respond. – Listening carefully to everything patient tells you. – Restating patient's answers when necessary for clarification. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Elements of Verbal Transfer of Care – – – – – – – Patient's name and age Chief complaint Brief account of patient's current condition Past pertinent medical history Vital signs Pertinent findings from physical exam Overview of care provided and patient's response to that care Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Summary • Modify your communication approach depending on age of patient. • Radios and pagers are primary source of communication between dispatch centers, field personnel, and hospitals. • Common protocol for how to communicate with another person or agency using a radio. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. REVIEW QUESTIONS Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Review Questions 1. What are the four types of communication? 2. What are the three components of communication? 3. What are some of the barriers to effective communication? 4. What strategies can be used for effective communication? Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Review Questions 5. What are the characteristics of therapeutic communication? 6. What elements are included in the verbal transfer of care? 7. Which strategies may be helpful for successful interviewing? 8. Describe strategies for successful communication specific to pediatric and geriatric populations. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved. Please visit www.bradybooks.com and follow the Resource Central links to access content for this text. Emergency Medical Responder: First on Scene, Ninth Edition Emergency Care, Twelfth Edition Le •Baudour Bergeron • Wesley Daniel J. Limmer O’Keefe ••Grant • Murray • Bergeron • Dickinson Copyright ©2012 by Pearson Education, Inc. All rights reserved.
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