Transcript CH 4 ICBS 120 Test 1

ICBS 120
THERAPEUTIC
COMMUNICATIONS
Why is Communication in
Healthcare Important?
1. It is something we do every day as
healthcare professionals.
2. It serves as the foundation for all
patient care.
3. Patient’s can read how we
communicate both verbally and
through our body language.
Therapeutic Communication
 Introduces
an element of empathy.
 Imparts a feeling of comfort.
 Patient feels valued and respected.
 Is the FOUNDATION of all patient care.
 When communicating with a patient, it
is important to speak with them in
terms they understand.
 Be aware of cultural influences.
Biases and Prejudices
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Affect the types of communication
possible; attitudes may become
hostile.
Bias:
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Slant toward a particular belief
Prejudice:

Defined as an opinion/judgement that is
formed before all facts are known.
Common Biases and Prejudices
1.
2.
3.
4.
5.
6.
A preference for Western style medicine.
Choosing a physician according to
gender.
Prejudice related to a person’s sexual
preference.
Discrimination based on race or religion.
Hostile attitudes toward people with
different values.
Those who cannot afford healthcare
should receive less or no treatment.
The Communication Cycle
Includes four basic
elements:
1. The sender
2. Message and
mode of message
3. The receiver
(decode or interpret)
4.
Feedback
Sender
Feedback
Message
Receiver
Listening Skills
A vital part of feedback in the
communication cycle.
 Active listening:

– Be aware of what patient is saying and NOT
saying.
– Make certain you heard their message
correctly.
Verbal Communications
Takes place when a message is
spoken.
The Five C’s of Communication:
1. Complete
2. Clear
3. Concise
4. Courteous
5. Cohesive
Nonverbal Communication
 Body
Language: unconscious
movements of the body, gestures,
and facial expressions.
 Kinesics:
study of body language.
– 70% of communication is nonverbal
– 23% is based on tone of voice
– 7% is actually spoken words
Language

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Facial Expression
Territoriality/personal space:
distance we feel comfortable with
others while communicating.
Posture: manner in which we carry
ourselves.
Position: physical stance of two
individuals while communicating.
Touch
Congruency in Communication
 Verbal
and nonverbal messages must
agree.
 Clustering: grouping of nonverbal
messages into statements or
conclusions.
 Masking: attempt to concreal or
repress true feeling or message.
 Perception: conscious awareness of
one’s own feelings and the feelings of
others.
Maslow’s Hierarchy of Needs
 Abraham
Maslow is the founder of
humanistic psychology
 According to the Hierarchy, each
level of need must be satisfied before
one can move to the next level.
 Hierarchy facilitates therapeutic
communications
SelfActualization
Prestige &
Esteem needs
Belongingness and
Love Needs
Safety Needs
Survival or Physiological Needs
Hierarchy of Needs Cont’d
Level 1=physiologic (food, water, air)
Level 2=safety and security (security,
stability, and protection)
Level 3=belonging and love (giving
and receiving of affection)
Level 4=prestige and esteem (stable,
healthy self-respect for ourselves
and each other.
Level 5=self-actualization (at peak, doing
what truly fits us in life)
Defense Mechanisms
Behavior that is used to protect ego
from guilt, anxiety, or loss of esteem.


Regression: attempt to withdraw from
unpleasant circumstance by retreating to
an earlier, more secure stage of life.
Denial: is refusal to accept painful
information that is readily apparent to
others.
Defense Mechanisms cont’d
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Repression: similar to denial
(unconscious)
Projection: attributing unacceptable
desires, impulses, and thoughts falsely
to others to avoid acknowledging they
are actually the person’s own
experiences (sign of mental illness)
Sublimation: channeling of a socially
unacceptable behavior into an acceptable
behavior.
Defense Mechanisms cont’d
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Displacement: unconscious transfer of unacceptable
emotions, thoughts, or feelings from one’s self to a more
acceptable external substitute.
Compensation: conscious or unconscious overemphasizing of a characteristic to offset a real or
imagined deficiency.
Rationalization: the mind’s way of making unacceptable
behavior or events acceptable by devising a rational
reason.
Undoing: actions designed to make amends or cancel out
inappropriate behavior.
Interview Techniques
Knowing how to encourage the best
communication between YOU and the
patient.
 Closed questions – can be
answered with a simple yes/no.
 Open-ended questions – encourage the
patient to verbalize more than just yes/no.
 Indirect Statements – elicit a response
from patient without patient feeling
questioned.