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Communication
by: Cindy Quisenberry
Employment in healthcare requires
knowledge of the process of
communication. Communication is vital
in the field of healthcare, since
miscommunication can lead to serious
physical and legal consequences.
Healthcare professionals must be good
communicators to be successful. (p. 359)
Forms of Communication
• Oral
• Written (includes
electronic)
• Nonverbal
Five Components of
Communication
• Sender
• Message
• Receiver
• Feedback
• Noise
Components of Communication
• Sender – the information source
• Receiver – decodes the message
• Feedback – the verbal and
nonverbal response to the sender
• Noise – distorts the message or
feedback
Are You A Good
Communicator ?
Puzzle Rules
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In pairs, choose one sender and one receiver
Place chairs back to back
The receiver will sit facing the table
The sender will sit with their back to the receiver
(facing away from the table)
• The sender is to give clues to the receiver in order to
put the puzzle together
• The receiver cannot put any puzzle pieces together
until the sender tells him/her to (ie: if the receiver can
see where the piece goes he/she cannot put it in place
until told to do so by the sender)
• The sender and receiver cannot peek/look at each
other or their puzzles, give hand motions, you cannot
cheat, etc.
Were You A Good
Communicator ?
Nonverbal Communication
• Signals provide information
– thought to be more honest than
verbal
– usually supports verbal
communication
– when verbal and nonverbal do
not match, there is a problem
Feedback
• Tells the sender whether the
receiver got the message that
the sender intended
– can be verbal, nonverbal, or
written
Noise
• Anything that interferes with communication
can lead to a lack of understanding or
misinterpretation of the message
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HOH, poor vision, speaking problems, etc.
pain (physically ill)
upset (emotions)
difficulty concentrating (meds. can effect this,
pain, etc.)
– difficulty understanding the medical terminology
– confusion (ie: Alzheimer’s disease, meds, lack
of sleep, change in environment, etc.)
– different language
Aphasia
• Absence or impairment of the
ability to communicate
through speech, writing, or
signs because of brain
dysfunction
It is your responsibility to
make sure the client/patient
understands the information
being given and that you
understand what the client
wants to convey.
(Table 13.1; p. 361 – Overcoming
Communication Problems)
Good Communication Skills
•
•
•
•
Face the client
Lean forward
Make eye contact
Watch for discrepancies
between verbal and nonverbal
messages
• Listen
Telephone Etiquette
• Answer promptly
• Identify the facility or organization,
and state your name
• Speak clearly and use a friendly,
professional tone
• Take a clear, concise message if
the call is for someone else
• Return calls as soon as practical
Good or Poor
Communication?
King Burger
Good or Poor
Communication?
Patch
Good or Poor
Communication?
Dealing with Behavior
Issues
• Recognize frustrating and
frightening situations.
– How would you feel in the
person’s situation?
– How do you want to be
treated?
• Treat the person with
dignity and respect.
• Answer questions clearly
and thoroughly. Refer if you
cannot answer or tell them
you will find out for them.
• Keep the person informed.
– Tell the person what you are
going to do and when.
• Do not keep the person
waiting.
– Answer signal (call lights).
– If you say you are going to do
something, do it promptly.
• Explain the reason for long
waits.
– Ask how you can increase
their comfort.
Dealing with Behavior
Issues
• Stay calm and professional, especially if the person is angry or
hostile.
• DO NOT argue with the person.
• Listen and use silence.
• Protect yourself from violent behaviors.
• Report the person’s behavior to your supervisor. Discuss how
to deal with the person.
Communicating With
Persons From Other
Cultures
• Learn as much as you can about the person’s culture.
• DO NOT judge the person by your own attitudes, values,
beliefs, and ideas.
• Incorporate their cultural beliefs and customs into their
patient care.
• Do the following for foreign speaking individuals:
– Convey comfort b your tone and body language.
– Do not speak loudly or shout.
– Speak slowly and distinctly.
Communicating With
Persons From Other
Cultures
–
–
–
–
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Keep messages short and simple.
Be alert for words the person seems to understand.
Use gestures and pictures.
Repeat the message in other ways.
Avoid using medical terms and abbreviations.
Be alert for signs the person is pretending to understand.
Disability Etiquette
• Extend the same courtesies to the person as you would to
anyone else.
• All the person privacy.
• DO NOT hang on or lean on a person’s wheelchair.
• Treat adults as adults. (Do not use the person’s first name.)
• DO NOT pat a person on the head.
• Speak directly to the person. (not the companion)
• Do not be embarrassed if you use words that relate to a
disability.
• Sit or squat to talk to a person in a W/C or chair.
Disability Etiquette
• Ask the person if he or she needs help before acting.
– If the answer is no, respect their wishes.
– If they need help, ask the person what to do and how to do it.
• Think before giving directions to a person in a W/C.
• Allow the person extra time to say or do things. Let the
person set the pace in walking, talking, or other activities.
Comatose Patient
• Knock before entering the person’s room.
• Tell the person your name, the time, and the place every time
you enter the room.
• Give care on the same schedule every day.
• Explain what you are going to do. (step-by-step)
• Tell the person when you are finishing care.
• Use touch to communicate care, concern, and comfort.
• Tell the person what time you will be back to check on them.
• Tell the person when you are leaving the room.
Telephone Etiquette
Charting/ Recording