Effective Communication Objectives: Identify the components of effective communications Organize information needed to complete a task Compare

Effective CommunicationEffective Communication

Objectives:Objectives: Identify the components of

effective communications Organize information needed to

complete a task Compare communication skills

needed in different health care professions

Develop verbal communication skills

Adapt communication to the needs of the individual.

Essential Questions:Essential Questions: How does the communication

process affect health care delivery?

What are barriers to communication?

How do you adapt communication to the needs of the patient?

What is active listening and why is it important when communicating with the patient?

Communication Pre-QuizCommunication Pre-Quiz

1.1. What 3 things must be present for What 3 things must be present for communication to occur?communication to occur?

2.2. Give some examples of barriers to Give some examples of barriers to communication,communication,

3.3. What is non-verbal communication and What is non-verbal communication and give some examples.give some examples.

4.4. What is active listening? Why is it What is active listening? Why is it important in health care?important in health care?

EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

CommunicationCommunication– Verbal/nonverbal exchange of messages, ideas, Verbal/nonverbal exchange of messages, ideas,

thoughts, feelings & infothoughts, feelings & info– Verbal: spoken or written wordVerbal: spoken or written word– Nonverbal: involves body language, tactile Nonverbal: involves body language, tactile

stimulation & facial expressionsstimulation & facial expressions

EFFECTIVE COMMUNICATIONEFFECTIVE COMMUNICATION

Three things must be presentThree things must be present– Sender: desires to transmit info to another Sender: desires to transmit info to another

person/groupperson/group– Receiver: person or group for whom info is Receiver: person or group for whom info is

intendedintended– Message: info that must be transmittedMessage: info that must be transmitted

Barriers to Effective CommunicationBarriers to Effective Communication

Barriers to transmitting the messageBarriers to transmitting the message– Terms patient unable to understandTerms patient unable to understand– Incorrect grammar & punctuationIncorrect grammar & punctuation– Meaningless termsMeaningless terms– Phrasing & emphasis of wordsPhrasing & emphasis of words– Tone & pitch of voiceTone & pitch of voice– Speed of speakingSpeed of speaking– Use of slang or w/ more than one meaningUse of slang or w/ more than one meaning

Barriers to Effective CommunicationBarriers to Effective Communication

Barriers to receiving the messageBarriers to receiving the message– Background noise or interruptionsBackground noise or interruptions– Ability to readAbility to read– MedicationsMedications– AgeAge– Level of educationLevel of education– Limited EnglishLimited English– Visual, hearing, hearing impairmentVisual, hearing, hearing impairment– Attitudes & prejudicesAttitudes & prejudices– Trust in senderTrust in sender

Understanding the MessageUnderstanding the Message

A shared understanding of a messageA shared understanding of a message– – 7% of a message is conveyed by words7% of a message is conveyed by words– – 38% by the tone of voice38% by the tone of voice– – 55% by nonverbal behavior55% by nonverbal behavior

Body language, facial expressions & inappropriate Body language, facial expressions & inappropriate responses may suggest lack of understandingresponses may suggest lack of understanding– Rephrasing message will clarify for receiverRephrasing message will clarify for receiver

Receivers’ attitude & prejudices may interfereReceivers’ attitude & prejudices may interfere Utilize active listening: reflective statements & Utilize active listening: reflective statements &

clarificationclarification Maintain eye contact, open mindMaintain eye contact, open mind

Tying Your Shoes Activity QuestionsTying Your Shoes Activity Questions

Answer in complete sentences and give details!Answer in complete sentences and give details!

What problems did you encounter?What problems did you encounter?

Why is it so hard to give verbal directions only?Why is it so hard to give verbal directions only?

Objectives:Objectives: Effectively identify the needs of Effectively identify the needs of

the patient through the use of the patient through the use of Maslow’s hierarchy of needsMaslow’s hierarchy of needs

How needs are met.How needs are met. Ways to meet the needs of the Ways to meet the needs of the

patient.patient.

Essential Questions:Essential Questions: How is communication affected How is communication affected

when the needs of the patient are when the needs of the patient are not met?not met?

How can you meet the needs of How can you meet the needs of the patient when they are in the the patient when they are in the hospital?hospital?

HUMAN NEEDSHUMAN NEEDS

Needs motivate a person to act or behave in Needs motivate a person to act or behave in certain wayscertain ways

Needs must be met in order to live fulfilling Needs must be met in order to live fulfilling lifelife

Maslow’s Hierarchy of NeedsMaslow’s Hierarchy of Needs


Physiological (needs of the body)Physiological (needs of the body)– Required for lifeRequired for life

OxygenOxygen FoodFood WaterWater Elimination of wasteElimination of waste Protection from extreme temperatureProtection from extreme temperature SleepSleep

– Sensory and motor stimulationSensory and motor stimulation


Safety and SecuritySafety and Security– Need to feel secure in environmentNeed to feel secure in environment– Free from anxiety and fearFree from anxiety and fear


Love and AffectionLove and Affection– Need for friendship, Need for friendship,

social acceptance, lovesocial acceptance, love– SexualitySexuality


EsteemEsteem– Feeling important and worthwhileFeeling important and worthwhile


Self-ActualizationSelf-Actualization– All other needs have been metAll other needs have been met– Full potential explored & realizedFull potential explored & realized

Meeting The NeedMeeting The Need

Direct:Direct:– Have realistic goalsHave realistic goals– Work hardWork hard– Cooperate with othersCooperate with others

Meeting The NeedMeeting The Need

Indirect:Indirect:– Relieves tension/frustration from unmet needsRelieves tension/frustration from unmet needs– Reduces the particular need through defense Reduces the particular need through defense

mechanismsmechanisms

Defense MechanismsDefense Mechanisms

Rationalization: using a logical reason or socially Rationalization: using a logical reason or socially acceptable explanation for a behavior that makes acceptable explanation for a behavior that makes a behavior seem appropriatea behavior seem appropriate

Projection: attributing one’s own undesirable Projection: attributing one’s own undesirable qualities to another personqualities to another person

Compensation: redirecting of goalsCompensation: redirecting of goals Displacement: redirecting an emotion or behavior Displacement: redirecting an emotion or behavior

from original person or object to another person or from original person or object to another person or objectobject

Non-verbal communicationNon-verbal communication

Write a self-reflection on your experience. Write a self-reflection on your experience. Include the following:Include the following:– Was it difficult? Why?Was it difficult? Why?– Did anyone emerge as a leader? Who and Did anyone emerge as a leader? Who and

what did they do?what did they do?

Nonverbal CommunicationNonverbal Communication

Objectives:Objectives: Characteristics of nonverbal Characteristics of nonverbal

communicationscommunications How physical behaviors affect How physical behaviors affect

communicationcommunication How touch is an important means How touch is an important means

of communicationof communication

Essential Questions”Essential Questions” What are the characteristics of What are the characteristics of

nonverbal communication?nonverbal communication? Why is nonverbal communication Why is nonverbal communication

important in health care?important in health care? How does touch affect How does touch affect

communication with the patient?communication with the patient?


All messages that are not expressed as All messages that are not expressed as words:words:– Physical behaviors: any movement of face, Physical behaviors: any movement of face,

hands, feet, trunk, or other body parts that hands, feet, trunk, or other body parts that communicate a messagecommunicate a message Facial expressionsFacial expressions Eye contactEye contact Posture and gaitPosture and gait GesturesGestures


– Vocal behaviors: reinforces the meaning of the Vocal behaviors: reinforces the meaning of the message characteristics of voicemessage characteristics of voice PitchPitch Range of voiceRange of voice VolumeVolume Rate/paceRate/pace QualityQuality


Space: the amount of distance put between a Space: the amount of distance put between a person and others sends strong messages about person and others sends strong messages about thoughts and reactionsthoughts and reactions– Personal distance: 18” to 4 ftPersonal distance: 18” to 4 ft– Social distance 4-12 ftSocial distance 4-12 ft– InfluencesInfluences

StatusStatus CultureCulture Content of interactionContent of interaction GenderGender AgeAge


Touch: one of the most personal & powerful Touch: one of the most personal & powerful means of communicationmeans of communication– http://www.youtube.com/watch?v=2SpfXZf6bm4– Essential in healing processEssential in healing process– Kind & amount that is appropriate varies with Kind & amount that is appropriate varies with

culture, family background, age, genderculture, family background, age, gender– Meaning of touch depends on type, situation Meaning of touch depends on type, situation

culture and who is doing touchingculture and who is doing touching– Touch avoidanceTouch avoidance

http://www.youtube.com/watch?v=2SpfXZf6bm4


Nonverbal message used to accomplish Nonverbal message used to accomplish social functions:social functions:– Relationship statusRelationship status– EmotionsEmotions– Enhancing persuasive powerEnhancing persuasive power– Achieving understandingAchieving understanding– Regulating conversationsRegulating conversations

Adds to verbal interactionsAdds to verbal interactions


Characteristics of nonverbal communicationCharacteristics of nonverbal communication– Primary means of expressionPrimary means of expression– Constantly occurringConstantly occurring– Dependent on contextDependent on context– More believable than verbal communicationMore believable than verbal communication

The End The End

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Effective Communication Objectives: Identify the components of effective communications Organize information needed to complete a task Compare