Transcript Effective Communication

EFFECTIVE COMMUNICATION
COMMUNICATION
EXCHANGE OF INFORMATION, THOUGHTS, IDEAS, AND FEELINGS
Verbal
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Spoken words
Written communication
Non-verbal
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Facial expressions
Body language
touch
3 ESSENTIAL ELEMENTS:
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Sender
Individual who creates a message to convey
information or ideas to another person
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Message
Information, idea or thought
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Receiver
Individual who receives the message from the
sender
Feedback is a method that can be used
to determine if communication was
successful.
Occurs when the receiver responds to
the message
Allows the original sender to evaluate
how the message was interpreted and to
make any necessary adjustments or
clarification.
Feedback can be verbal or non-verbal.
ELEMENTS OF EFFECTIVE
COMMUNICATION

The message must be clear: use of terminology by both parties:
(explaining procedures in lay terms)
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The sender must deliver the message in a concise manner:
correct pronunciation and good grammar
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The receiver must be able to hear and receive the message:
heavily medicated patient won’t hear message; hearing/visual impairments; foreign
language
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The receiver must be able to understand the message:
attitudes/prejudice; ask question to make sure message is understood
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Interruptions or distractions must be avoided: talking while
answering the phone; loud noises, uncomfortable temperature
COMMUNICATION PROCESS
Listening
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Paying attention to and making
an effort to hear what the
person is saying
Allows you to perceive the
entire message that a person
is trying to convey
Non-verbal communication
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Involves use of facial
expressions, body language,
gestures, eye contact and
touch
Health care worker must be
aware of both their own and
patient’s nonverbal behavior
BARRIERS TO COMMUNICATION
• Something that gets in the way of clear communication
• Three common barriers:
•Physical disabilities
•Psychological attitudes/prejudice
•Cultural diversity
BARRIERS (CONTINUED)
Physical disabilities
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Deafness/hearing loss
Blindness/impaired vision
Aphasia/speech impairments
Psychological
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Caused by prejudice, attitudes
and personality
 Moralizing
 Lecturing
 Over-reacting
 Arguing
 Prejudging
 Advising
BARRIERS (CONTINUED)
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Cultural Diversity
 Beliefs
regarding health care
 Language differences
 Eye contact
 Ways of dealing w/ terminal illness and/or severe
disability
 Touch
CUSTOMER SERVICE
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Very important in healthcare
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How patients are treated throughout their encounter with the
facility
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Important for students to give good customer service
because patients and family see you as part of the facility
CUSTOMER SERVICE
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What are examples of good customer service in
healthcare?
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What are some examples of bad customer
service in healthcare?
WHAT DO YOU THINK?
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A customer comes in that you have seen many times
before. When you ask her how you can help, she gives a
sigh and says that she has a problem with the
merchandise that she had purchased. This is not the
first time she has come in to complain. You should do
all of the following EXCEPT:
A. Tell her to shop in a different store where she will be
happier.
B. Listen to what the customer has to say.
C. Bring someone else in when you need help in
handling the situation.
D. Use good manners.
WHAT DO YOU THINK?
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You work with a team of 4 people on your shift. There is
one person on your team who does not do their fair
share of work during your shift. Your manager blames
you for not doing your part, when you know that you
have completed your job. How would you handle this
situation?
A. Tell your friends not to shop where you work.
B. Maintain respect; discuss how you feel with the
manager.
C. Walk out because you don’t deserve to be treated
this way.
D. You show the manager by doing less work.
WHAT DO YOU THINK?
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You are on a sports team. Your teammates do not respect
the coach and try to undermine her by not paying attention
to her and doing whatever they want at practice. Your team
has lost every game so far and you know it is because no
one is doing what they need to do to play and act as a team.
You decide to take a risk and talk to your team about this.
You tell them:
A. “Let’s not practice as much as the coach wants us to.”
B. “Maybe we will have a different coach next year.”
C. “Let’s see how much we can get out of today. I’m tired.”
D. “We are not winning any games. Let’s try what the coach
wants us to do and see if we get better as a team.”
WHAT DO YOU THINK?
If a healthcare worker observes an unsafe
environment, they should:
 A. Go in a different direction; they don’t have time
to take care of it.
 B. Find an employee that is a subordinate and
make them take care of it.
 C. Try to remedy the situation by making the
environment safe.
 D. Tell their supervisor that someone should be
written up for this.