CommunicationCommunication

Health Team Relations1st & 2nd Block

Instructor: Melissa Lewis

Communication:Communication:

1. Verbal2. Nonverbal

*Nonverbals are more important than verbals.

*Nonverbals and verbals need to ALWAYS be sending the same message!

Communication Communication Process:Process:

1. Sender: The person who starts that message 2. Message: The information that is being

transmitted 3. Medium: The form of the message 4. Receiver: The person who receives the

message 5. Feedback: The response of the receiver back to

the sender

Factors that Interfere Factors that Interfere with Communication:with Communication:

1. The message must be clear (HC workers should not use medical terminology. They should use layman’s terms.

2. The sender must deliver the message in a clear and concise manner. (Avoid slang words. No “you know, um, ok”) Speak not too loud or soft, write in good grammar/punctuation

3. The receiver must be able to hear and receive the message (patients who are heavily medicated, hearing/vision impaired/language barriers)

Factors that Interfere Factors that Interfere with Communication:with Communication:

4. The receiver must be able to understand the message

5. Interruptions or distractions must be avoided (use familiar language/terminology, ask questions to make sure that they understand)

Listening:Listening:

1. Show interest and concern for what the speaker is saying

2. Be alert and maintain eye contact with the speaker

3. Avoid interrupting the speaker 4. Pay attention to what the speaker is saying 5. Avoid thinking about how you are going to

respond 6. Try to eliminate our own prejudices and see the

other person’s point of view

Listening cont…:Listening cont…:

7. Eliminate distractions by moving to a quiet areafor the conversations

8. Watch the speaker closely to observe actions that may contradict what the person is saying

9. Reflect statements back to the speaker to let the speaker know that statements are being heard

10. Ask questions if you do not understand part of a message

11. Keep your temper under control and maintain positive attitude

Non-Verbal Non-Verbal Communications:Communications:

Facial expressionsBody languageGesturesEye contactTouch to convey messages or ideas

Barriers to Barriers to Communications:Communications:

1. Physical disabilities: Deafness, blindness, aphasia (be patient, encourage them, let them point, or write, ask questions that require short answers

2. Psychological barriers: Prejudges, stereotyping 3. Cultural Diversity

– Different cultures have different ideas about the causes of illnesses/diseases

– Language barriers– Eye contact not acceptable in some cultures (respectful to

look down)– Inappropriate touch (only family members can provide

personal care, no touching head, etc.)

Health Care Workers Health Care Workers

Should respect and accept cultural diversityWhen beliefs of your patient’s are different

than your own…..there has to be open communication

To provide quality patient care HC workers do not have to believe the different values, but they MUST respect them