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Communication
by: Whitney Brack
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
•
•
•
•
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
Non- Verbal Communication
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
–
–
–
–
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
•
•
•
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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
Bad Etiquette
Bon Qui Qui at King Burger
Poor Communication
Patch Adams
Telephone Etiquette
City of Napa Telephone
Good Etiquette
Telephone Etiquette