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Download COMMUNICATION - emseducation
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COMMUNICATION Communication Defined: http://www.merriamwebster.com/dictionary/communication a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior How we communicate • Sender • Message • Receiver To whom may we communicate with? • Patients • Your partner • Other EMS personnel • Fire • Law enforcement • Hospital personnel • Bystanders • Family • Friends Methods we use • Verbal • Nonverbal Body language • Written • Visual When we communicate According to research • 55% is by body language gestures, expressions, posture • 38% is our voice quality, tone, inflections • • • • • • • Definition of INFLECTION 1 : the act or result of curving or bending : BEND 2 : change in pitch or loudness of the voice 3 a : the change of form that words undergo to mark such distinctions as those of case, gender, number, tense, person, mood, or voice • 7% of messages is transmitted by the specific words used Barriers to Communication • Physical walls doors distance territories zones • Perceptual we all perceive things differently • Emotional fear mistrust suspicion • Cultural Cultural Diversity http://blog.joytours.com/2012/12/20/the-roleof-eye-contact-in-different-cultures/ • Language • Gender • Interpersonal Individual attitudes beliefs dislikes Strategies for Effective Communication • Speak clearly • Know your audience • Maintain an open mind • Maintain professionalism • Active listening Interact; listen intently , ask questions and react in an empathetic, caring while maintaining professionalism • Tactfully and diplomatically point out discrepancies • Interpersonal Communication Communicating and interacting in a group Therapeutic Communication Defined: Face-to-face communication, focuses on advancing the physical and emotional wellbeing of a patient. Three objectives: • Collecting information • Assessing behavior • Educating All work to………….. ESTABLISH TRUST Research has proven……….. • What we say to our patients can make a big difference in their ability to manage their illness or injury Interviewing • Introduce yourself and your level of training • Learn and address your patient appropriately and by preferred name • Eye level • Ask one question at a time • Allow time to respond • Listen carefully and intently • Repeat answers when appropriate • Interviewing is individualistic and comes with time and experience Transfer of Care • EMR →EMR • EMR →EMT-B • EMR →EMT-P Continuity of Care Radio Communications • Base Radios • Repeaters • Portable Radios • Cell Phones • “800” system
