Transcript Communication - Hubbs Center

Communication
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Hubbs Pre-CNA
SP2-AP3 Powerpoint
3 forms of
communication
• Verbal:
• Nonverbal:
• Written
Non-verbal
• Sending messages
without using
words
• Using silence,
touch, or body
language
Verbal
Sending messages using words and tone
of voice
2 parts of verbal communication
– 1. Words: What you say/ the words you use
– 2. Tone: How you say it
The sound of your voice
Effective Communication
• Give the person time to process
(understand) the information
• Repeat information as often as needed.
• Be patient. People with memory problems
often ask the same question many times.
• Best way to check for comprehension: Ask
the resident to tell you what they heard
you say.
Verbal Communication
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face the person
use familiar words
speak clearly and slowly
do not use complicated medical terms
Do not shout, whisper, or mumble
Ask one question at a time. Wait for the answer.
Be aware of the loudness and tone of your voice
Give facts and be specific
Do not add extra unnecessary information
Body Language
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facial expressions
gestures
posture
eye contact
appearance (dress,
hygiene, etc.)
Be aware of your body
language !!
• Sometimes you
need to keep your
feelings inside so
they don’t show on
your face:
• Examples:
– You are helping to clean
Mrs. Smith after she
had a bowel movement
and it has a very bad
smell. Do you roll your
eyes and plug your
nose?
Your verbal communication can
send one message and your
nonverbal can send another
• Mrs. Smith may say, “I am
fine today” but you notice
her eyes are red from
crying and she is not
smiling or making direct
eye contact with you.
• Which do you believe, her
verbal or nonverbal
message?
• “I’m fine today
Direct Questions
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You need to ask the person for specific
information
• Can use close-ended (yes/no) questions or
questions that have brief answers
• Examples:
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Mr. Smith, do you want to shave this
morning?
• When to you want to shave?
Open-ended questions
• Encourages the person to share
thoughts, feelings, or ideas.
• Example:
– Tell me about your grandson.
– What was your wife like?