Transcript Communicate and work effectively in health

Communicate and
Work Effectively in
Health
Communication
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What is communication?
Communication is the process of
transferring information from one
person (the sender) to another
person (the receiver).
The information communicated must
be understood by both people.
Communication takes place via a
medium eg: verbal, memo, email,
phone, text etc
Communication
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For communication to be effective,
there must be:
Thought, or information that exists
in the mind of the sender,
Encoding. Message sent in some
form to the receiver
Decoding. Receiver decodes the
information into a concept or form
that he she can understand.
A message has not been understood
until it has been successfully
decoded by the receiver.
GOOD Communication
Signs of GOOD communication:
1/Listening - Active and Reflective
2/Attending – concentrating on what is
being said
3/ Posture of involvement – holding
yourself in an interested manner
4/ Using appropriate body motion –
that displays that you are listening
5/ Eye contact between the 2 parties
6/ Non-distracting environment
Non-verbal
Communication
Even when we are not communicating
we can be communicating???
Through:
 Touch
 Eye contact
 Facial expression
 Posturing etc
 Attitude
Barriers to communication
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Physical – if you are not in the same
room
Culture, bias – different language,
looks
Noise - anything that disturbs the
communication
Ourselves – ego - we know the
information already
Perception - preconceived ideas about
what is being said or about the
sender
Environmental – tables etc
Stress - affects decoding/encoding
Listening
Listening within a conversation is just
as important as providing the
information. There are different ways
in which we can listen:
• Reflective listing –
• Paraphrasing – what has been said
• Reflect feelings
• Reflect meanings
• Attentive silence
• Summative Listening
Questions
The way a question is asked can lead to
different information
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Closed –
tend to
only allow yes/no
answers
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Do you feel
angry?
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Are you still in
pain?
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Open –
allow more
information to be given
by the receiver
How does this
make you feel?
How is your pain
now?
Giving and Following
Instructions
Why are instructions given?
Instructions ensure that a job is done to
specification and requirements.
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Barriers to Instructions:
Too much information
Not enough information
Incorrect information is given
Communication barriers (as stated in
previous slide)
Instructions
Should be:
 Sequential – follow an order
 Clear and concise.
 Accurate.
 Appropriate to skill level.
 Cover unforseen events.
 Follow safe work guidelines.
 Up to date.
Instruction Giver
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Give instruction clearly
Ensure safe work practices
Request feed back to ensure the
instruction was interpreted correctly
Demonstrate new techniques if
applicable
Instruction Receiver
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Listen Actively
Take notes if needed
Ask questions of the giver
Feedback information to the
information giver to clarify what was
said
Demonstrate if applicable
Follow safe work practices
Check correctness of responses and
quality of work.