Copyright 2007 by Thomson Delmar Learning ALL RIGHTS

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Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 1

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 1

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 2

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 2

Importance of Communication • Communication – Exchanging messages between sender and receiver • Message

Importance of Communication • Communication – Exchanging messages between sender and receiver • Message exchange – Verbal, nonverbal, written, and electronic • Need for communication excellence Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 3

Patient Well-Being • Need for respect and understanding of individual patients and their needs

Patient Well-Being • Need for respect and understanding of individual patients and their needs • Impact on speed of patient recovery • Stressors to the patient • Poor communication can lead to fatal errors Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 4

The Communication Process 1. Set communication goals 2. Create message 3. Deliver message 4.

The Communication Process 1. Set communication goals 2. Create message 3. Deliver message 4. Listen to response 5. Offer feedback and seek clarification 6. Evaluate encounter and revise message Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 5

1. Set Communication Goals • • • Ask specific questions Deep level of communication

1. Set Communication Goals • • • Ask specific questions Deep level of communication Goals come in many forms Show sincere concern for patient’s welfare Establish trust Enhance patient’s self-esteem Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 6

Collect Information • Factors to consider – Patient’s level of understanding – Emotional factors

Collect Information • Factors to consider – Patient’s level of understanding – Emotional factors – Physical factors – Urgency of communication Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 7

2. Create the Message • Ask questions – Closed-ended – Open-ended – Probing –

2. Create the Message • Ask questions – Closed-ended – Open-ended – Probing – Leading – Using humor Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 8

3. Deliver the Message • Nonverbal communication – Body language – Facial expressions –

3. Deliver the Message • Nonverbal communication – Body language – Facial expressions – Use of touch Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 9

4. Listen to the Response • Listening is an active process – Concentration –

4. Listen to the Response • Listening is an active process – Concentration – Attention – Observation – Empathy Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 10

5. Offer Feedback and Seek Clarification • • Paraphrasing Reflecting Asking questions Requesting examples

5. Offer Feedback and Seek Clarification • • Paraphrasing Reflecting Asking questions Requesting examples Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 11

6. Evaluate the Encounter • Was the communication goal met? • If not met,

6. Evaluate the Encounter • Was the communication goal met? • If not met, identify the difficulty • Communication barriers Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 12

Patients with Special Needs • Terminally ill • Those in pain, medicated, confused, or

Patients with Special Needs • Terminally ill • Those in pain, medicated, confused, or disoriented • Hearing, visually, or speech impaired • Angry • Foreign language speaker Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 13

Special Applications • • Telephone communication Patient education Group presentations Handling gossip Copyright ©

Special Applications • • Telephone communication Patient education Group presentations Handling gossip Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 14