Transcript communication

COMMUNICATION
Mike Nirenstein, MD
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COMMUNICATION
• THE EXCHANGE OF THOUGHTS,
IDEAS, INFORMATION, AND FEELINGS
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THREE PARTS OF
COMMUNICATION
• SENDER
• RECEIVER
• MESSAGE
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VERBAL COMMUNICATION
• WRITTEN WORD
• SPOKEN WORD
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NONVERBAL
COMMUNICATION
• BODY LANGUAGE
• GESTURES
• SIGNING
• EXPRESSIONS
• TOUCH
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LISTENING SKILLS
• SHOW
• HEAR THE MESSAGE
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LISTENING CONT.
• MAINTAIN
CONTACT
• DO NOT INTERRUPT
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SENSES USED IN
COMMUNICATION
• SIGHT
• HEARING
• TOUCH
• SMELL
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ANNOYING HABITS
• TAPPING FINGERS
• SIGHING
• ROLLING EYES
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MORE BAD HABITS
• BITING PENCIL
• TWIRLING PENCIL
• PLAYING WITH
HAIR
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SUBJECTIVE DATA
• WHAT THE PATIENT TELLS YOU
• CANNOT BE SEEN
• SYMPTOMS
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OBJECTIVE DATA
• CAN BE SEEN OR MEASURED
• DATA COLLECTED
• SIGNS
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4 ELEMENTS THAT INFLUENCES
COMMUNICATION
• PREJUDICE
• ATTITUDES
• FRUSTRATIONS
• LIFE EXPERIENCES
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BARRIERS TO
COMMUNICATION
• LABELING
• SENSORY IMPAIRMENT
• TALKING TOO FAST
• CULTURE
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BARRIERS
• PREJUDGING
• ARGUING
• STEREOTYPING
• LANGUAGE DIFFERENCE
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EFFECTIVE
COMMUNICATION
• SPEAK CLEARLY AND SLOWLY
• USE TACT
• BE POLITE
• THE MESSAGE THAT IS SENT, GETS
THROUGH
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INEFFECTIVE
COMMUNICATION
• SLANG
• UNFAMILIAR
WORDS
• IMPROPER
GRAMMAR
• MUMBLING
• TACTLESS
• SPEAKING TOO
FAST
• STEREOTYPING
• DISRESPECT
• ATTITUDE
• SARCASM
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4 FACTORS THAT INFLUENCE
TRANSMISSION OF MESSAGE
• TONE AND PITCH OF VOICE
• MESSAGE DELIVERED CLEARLY
• RECEIVER UNDERSTANDS
• DISTRACTIONS/INTERRUPTIONS
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FACTORS TO AVOID
INTERFERENCE
• MESSAGE MUST BE CLEAR
• MESSAGE MUST BE DELIVERED IN
A CLEAR ,CONCISE MANNER
• THE RECEIVER MUST BE ABLE TO
HEAR AND RECEIVE THE MESSAGE
• THE RECEIVER MUST BE ABLE TO
UNDERSTAND THE MESSAGE
• INTERRUPTIONS/DISTRACTIONS
MUST BE AVOIDED
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FIVE C’S OF
COMMUNICATION
•
•
•
•
•
•
MESSAGE MUST BE:
CONCISE
CLEAR
COMPLETE
COHESIVE
COURTEOUS
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HOW WE “HEAR” THE
MESSAGE
• 70% NONVERBAL ( APPEARANCE,
SKILL)
• 20% VOCAL ( THE WAY IT IS SAID)
• 10% VERBAL ( THE WORDS THAT ARE
USED)
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DOCUMENTATION
• THE CHART IS CONSIDERED A LEGAL
DOCUMENT
• DO NOT USE WHITE-OUT
• WRITE IN PEN
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DOCUMENTATION
• CORRECT AN ERROR BY STRIKING
THROUGH IT WITH ONE LINE WRITE
THE WORD”ERROR” AND INITIAL IT.
• NEVER LEAVE SPACE AFTER
DOCUMENTING AND YOUR
SIGNATURE
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THE END
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