Transcript COMMUNICATION SKILLS - Northcentral Technical College

COMMUNICATION
SKILLS
CHAPTER 4 4
44
Chapter 4
S
COMMUNICATION
SKILLS
Sender and Receiver
S Logical, concise, keep it simple
S Be a good listener, don’t interrupt
S Make eye contact and use body
language
S Open ended questions
S Give feed back
S Avoid being judgmental
HEARING LOSS
•Common problem with the elderly
•Often cannot hear high pitched sounds
S Face the person, need to see
your lips
S Speak slowly and clearly
S Lower the tone of your voice
S Speak on good side
Hearing Aides
Be sure to check the battery
Can plug with ear wax
S Fragile instruments and very
expensive
S Remove before bathing
S Protect from high heat
CONFLICT RESOLUTION
Conflict resolution is essential in health care
When we don’t get along, the resident suffers
S Speak privately first; try to resolve
S Be specific, focus only on the conflict
S Use “I” statements not “You” statements
S Listen to the other person
S Be gracious; apologize
S Meet the person in the middle; compromise
S Go to supervisor if you need to
RECORDING &
REPORTING
RECORDING
REPORTING
S Computer or hand written
S Be prompt and accurate
S Legible, proper spelling &
S Orderly and concise
abbreviations
S Date and time, after care
done
S Correct resident
S Do not erase or scribble
over
S Stick to the facts and
observations
S Subjective information: what
the person says
S Objective information: what
you saw, heard, touched,
smelled