COMM 101 Communication skills THE PROCESS OF COMMUNICATION

COMM 101 Communication skills THE PROCESS OF COMMUNICATION Dr. Fatmah Almoayad falmoayad@inaya. edu. sa

Text book Communication Skills for Healthcare Professional. First Edition. By Laurie Kelly Mc. Corry and Jeff Mason

Course content ■ Orientation and introduction ■ The process of communication ■ Nonverbal communication ■ Verbal communication ■ Interpersonal skills of health care professional ■ Therapeutic communication ■ Roadblocks to therapeutic communications ■ Communicating with your supervisor ■ Cultural sensitivity

Chapter Objectives After Completing this Chapter we should be able to: – Explain the importance of effective communication. – Describe the elements of the communication process. – Describe the obstacles to successful communication. 4

Why Should We Study Communication Skills? ? 1. To have stronger communication skills. 2. To Effectively communicate with patients and other members of the healthcare team. 3. To ensure clear and compassionate understanding of patients in the waiting room, the examination room, on the telephone or through email. 4. You should also know how to work efficiently and productively as a member of the healthcare team. 5

Why Should We Study Communication Skills? ? 5. To bridge gaps in communication when serving patients from diverse population. 6. To ensure positive outcomes with patients or colleagues. 7. As a future Health. Care Professional (HCP) you have to get the message clearly from one person to another. 6

Definition of Communication The successful transfer of a message and meaning from one person or group to another. 7

The Communication Process 8

The Five Steps Of The Communication Process 1. The Sender has an Idea to Communicate: It is when the sender has something they want to communicate (send) to someone else. For Example: A radiology technologist must instruct a patient on how to place their injured arm one the X-ray table. 9

The Five Steps Of The Communication Process Where does the idea come from? ■ Can be the result of thought or feeling. ■ Can be influenced by the circumstances of the current situation. ■ Can be influenced by the sender’s mood, physical condition, culture, heritage or background. 10

The Five Steps Of The Communication Process 2. The Sender Encodes the Idea in a Message: To encode the idea means to put the idea into some form that can be communicated. 11

The Five Steps Of The Communication Process 2. The Sender Encodes the Idea in a Message: The sender puts the idea into: q Spoken or written words. q Hand gestures. q Body movements q Facial expressions. Example: The radiology technologist instructs the patient with words on how the injured arm should rest the table. 12

The Five Steps Of The Communication Process 3. The message Travels Over a Channel: Channel is a particular means or medium, by which the sender sends the message. The sender can use: 13

The Five Steps Of The Communication Process 3. The message Travels Over a Channel: Examples of channels : q Telephone. q Speak face-to-face. q Write on paper or electronic tablet. q Send a fax or an email. q Draw a picture. q Use body language. q Make facial expression. q Use hand gestures. 14

The Five Steps Of The Communication Process 4. The Receiver Decodes the Message: Decode the message is by translate the original message from its encoded form into a form that the receiver understands. This step can be interrupted by Noise. 15

The Five Steps Of The Communication Process 4. The Receiver Decodes the Message: 16

Noise Anything that inhibits effective communication. ■ Examples of noise: q Cultural Differences. q Physical Conditions. 17

How can noise inhibit communication q The receiver of the message may have pain that prevents them from effectively listening. q There may be a language barrier that prevent the receiver from understanding the message. q The receiver of the message may be hearing or sight impaired. q The channel by which the sender transmits the message may be faulty or may even break down. 18

The Five Steps Of The Communication Process 5. The Receiver Understands the Massage and Sends Feedback to the Sender: The receiver understands the message and provides the sender with feedback, something that says, I have received your message and I understand it. Feedback can be: q Verbal. q Or non-verbal. 19

An Illustration of the five-Steps Communication Process Ø Suppose a Pharmacist has called the Medical Practice where you work and left a Voicemail Message indicating that patient wants a Refill On Prescription For An Asthma Medicine that has expired. You Transcribe The Message and pass it on to the physician. Ø The Physician Then Writes The Prescription And Places It In The Patient’s Chart. The Chart Is Returned To You So That You Can Follow Up By Faxing the prescription to the pharmacy so that the prescription and places it in the patient’s chart. The charts is returned to you so that you can follow up by faxing the prescription to the pharmacy so that the prescription can be refilled. 20

An Illustration of the five-Steps Communication Process (A) The sender has an idea to communicate – the pharmacist (the sender) has a prescription that needs to be refilled for one of his customers. 21

An Illustration of the five. Steps Communication Process (B) The sender encodes the idea in a message – the pharmacist uses a specialized language to describe the prescription. 22

An Illustration of the five-Steps Communication Process (C) The message travels across a channel – the pharmacist uses a telephone and leaves a message on the medical assistant’s voicemail at the doctor’s office. 23

An Illustration of the five-Steps Communication Process (D) The receiver decodes the message – the medical assistant transcribes the voice message into a written message for the doctor (the receiver) 24

An Illustration of the five-Steps Communication Process (E) Feedback travels to the sender – the medical assistant takes the approved prescription and sends it by fax to the pharmacist 25

An Illustration of the five-Steps Communication Process (F) Success ! 26

Therapeutic Communication Therapeutic communication is communication between the HCP and the patient (as well as the patient’s family) that takes place to advance the patient’s well-being and care. 27

Purposes of therapeutic communication 1. To collect information about the patient. 2. To provide feedback in the form of healthcare. 3. To assess the patient’s behavior, and when appropriate to modify that behavior. 28

Summary ü ü ü Why should we study communication skills? ? A definition of communication. The communication process. The five steps of communication process. Noise. An Illustration of the five-Steps Communication Process ü Therapeutic Communication 29

Poor Nurse Communication ■ https: //www. youtube. com/watch? v=bwqw. FCx. Vh. EY 30

Good Nurse Communication ■ https: //www. youtube. com/watch? v=Wu 9 Lxy. VDFYE 31

Any Questions? 32

COMM 101 Communication skills BEST WISHES Dr. Fatmah Almoayad