Transcript COMMUNICATION - emseducation

COMMUNICATION
Communication Defined:
http://www.merriamwebster.com/dictionary/communication
a process by which information is exchanged
between individuals through a common system
of symbols, signs, or behavior
How we communicate
• Sender
• Message
• Receiver
To whom may we communicate with?
• Patients
• Your partner
• Other EMS personnel
• Fire
• Law enforcement
• Hospital personnel
• Bystanders
• Family
• Friends
Methods we use
• Verbal
• Nonverbal
Body language
• Written
• Visual
When we communicate
According to research
• 55% is by body language
gestures, expressions, posture
• 38% is our voice
quality, tone, inflections
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Definition of INFLECTION
1
: the act or result of curving or bending : BEND
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: change in pitch or loudness of the voice
3
a : the change of form that words undergo to
mark such distinctions as those of case, gender,
number, tense, person, mood, or voice
• 7% of messages is transmitted by the specific
words used
Barriers to Communication
• Physical
walls
doors
distance
territories
zones
• Perceptual
we all perceive things differently
• Emotional
fear
mistrust
suspicion
• Cultural
Cultural Diversity
http://blog.joytours.com/2012/12/20/the-roleof-eye-contact-in-different-cultures/
• Language
• Gender
• Interpersonal
Individual attitudes
beliefs
dislikes
Strategies for Effective Communication
• Speak clearly
• Know your audience
• Maintain an open mind
• Maintain professionalism
• Active listening
Interact; listen intently , ask questions and
react in an empathetic, caring while
maintaining professionalism
• Tactfully and diplomatically point out
discrepancies
• Interpersonal Communication
Communicating and interacting in a group
Therapeutic Communication
Defined: Face-to-face communication, focuses
on advancing the physical and emotional wellbeing of a patient.
Three objectives:
• Collecting information
• Assessing behavior
• Educating
All work to…………..
ESTABLISH TRUST
Research has proven………..
• What we say to our patients can make a big
difference in their ability to manage their
illness or injury
Interviewing
• Introduce yourself and your level of training
• Learn and address your patient appropriately
and by preferred name
• Eye level
• Ask one question at a time
• Allow time to respond
• Listen carefully and intently
• Repeat answers when appropriate
• Interviewing is individualistic and comes with
time and experience
Transfer of Care
• EMR →EMR
• EMR →EMT-B
• EMR →EMT-P
Continuity of Care
Radio Communications
• Base Radios
• Repeaters
• Portable Radios
• Cell Phones
• “800” system