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Health Occupations Communication – Chapter 7.4 Communication Definition – exchange of information, thoughts, ideas, & feelings Occurs through – Verbal – Written – Nonverbal Elements of Communication Sender – individual creating message to convey info or ideas to another Message – info, ideas, thoughts Receiver – individual who receives message from sender Problem with one element = ineffective communication Feedback – occurs when receiver responds – Can determine if communication is successful – Allows interpretation – Can be nonverbal or verbal Factors interfering with communication Unclear message – Sender & receiver must both understand – Medical terminology dangerous & must be modified, defined, or substituted – Practice, practice, practice – message must be clearly understood Message garbled or not precise – Need correct pronunciation & grammar Factors interfering – Avoid slang or words with double meaning – You know, ok, um, all that stuff … poor – Tone & pitch important (I really like this job) – Rate of delivery important • Too fast – can’t understand • Too slow – boring – Written communications • Spelling, grammar, punctuation correct • Short but concise Factors interfering Inability to hear by receiver – – – – May not hear info May not process info May not receive info Examples – • Hearing or vision impaired • Limited English speakers – Help the receiver to respond by • Repeating message • Changing form of message • Get others to interpret or clarify Factors interfering Inability to understand message – Unfamiliar terminology • Many do not admit misunderstanding • Need to ask questions or repeat in different terms – Attitudes & prejudices • Pts won’t accept info from people they feel are unqualified • “I don’t know but I can find out” • HCP need to be aware of prejudices & attitudes about pts Factors interfering Interruptions & distractions – Loud noises – Bright lights – Uncomfortable temperatures – Telephone – Background noise – Background activities – Need to eliminate these Listening Paying attention to & make effort to hear what others are saying Techniques – – – – – – – – – Show interest & concern Eye contact, be alert Avoid interruptions Avoid thinking about how you will respond See from other’s point of view Watch closely for nonverbal – may contradict Reflect statements back to speaker Ask for clarification Control temper Nonverbal communication Facial expressions – Smile, frown, wink Body language – Shoulder shrug, tapping fingers/toes Gestures Eye contact Touch – Hold hands, pat on back, handshake, hug MORE HONEST THAN VERBAL!!!!!!!! Communication Barriers Something that gets in the way of clear communication Physical disabilities – Deafness or hearing loss – Blindness or impaired vision – Aphasia or speech impairment • May know what they want to say, but can’t remember how to say it • May have difficulty with pronunciation • Slurred & distorted speech Communication Barriers Psychological barriers – Caused by prejudice, attitudes, personality – Close-mindedness, preaching, judging, arguing, overreacting, advising – Judgment often based on appearance, lifestyle, socioeconomic status – Stereotypes – lazy bum, fat slob, dumb blonde – Show respect to ALL regardless – respect the individual – Fear is usually cause of negativity & anger – allow pts to express fears or anger Communication Barriers Cultural diversity – Culture – values, beliefs, attitudes, & customs shared by a group of people • Passed from one generation to the next • Often defined as a set of rules • Allows interpretation of environment & actions of others to behave appropriately – – – – – Cultural beliefs about health care differ Language differences Eye contact – not appropriate for all patients Ways of dealing with terminal illness or disability Touch Recording & reporting All observations must be reported! Listen to what pt says & observe what pt does or looks like Use all senses – Eyes • • • • Color of skin, urine, stool Edema – swelling Presence of rash or sore Amount of food eaten Recording & reporting – Sense of smell • Body odor • Unusual odors of breath, wounds, urine, or stool – Sense of touch • Pulse • Dryness or skin temp • Perspiration & swelling – Sense of hearing • Respirations & coughs • Abnormal body sounds • Speech – OBSERVATIONS YOU MAKE ABOUT YOUR PATIENTS ARE OBJECTIVE! Reporting observations Report to immediate supervisor SUBJECTIVE – usually called symptoms – What a person complains of – Cannot be seen & felt by HCP – Usually statements by pt – Must be reported using exact words Reporting observations OBJECTIVE OBSERVATION – usually called signs – Can be seen & measured by HCP – All HCP will assess in the same way – Examples – BP, pulse, temperature – use exact measurements, not feels hot • Measure & describe exactly with detail Recorded observations Must be accurate, concise, complete, neat, & legible Spelling & grammar correct If using subjective info, write in pts own words Write all objective information Signed with first initial, last name, title Errors – crossed out with single line – Record error & initial
