HealthcareCommunication Skills

Foundation Standard 2: Communications2.14 Recognize elements of communication using the sender-receiver model.2.13 Report subjective and objective information.2.15 Apply speaking and listening skills.

How has the delivery of healthcare in America changed over the past 20 years?

• Growth of managed care

• Decreased hospital stays – patients are more responsible for their care

• Increase in preventable conditions increased need for health education

• Increased need for improved communication

Healthcare Communication

• Remember that in a healthcare setting, nonverbal cues are important elements of the communication model.

• Identify the elements of communication in this illustration.

Nonverbal Communication• Can a healthcare workers facial expressions

create anxiety for a patient? How?• Do you think healthcare workers smile enough?

Why?• What type of body language sends message of

impatience?• When is the use of touch

appropriate/inappropriate in healthcare setting?• Has technology improved or negatively impacted

communication? Explain.

Barriers to Communication

• What type of barrier do each of the following try to improve?

• Eye contact• Speak slowly• Patience• Respect

Healthcare Information can be Subjective or Objective

• Subjective– Cannot be seen or felt– Often called symptoms– Usually statements or complaints from the

patient– Use the patient’s exact words

Subjective Symptoms

My tummy hurts.

I don’t feel very good.

I think I’m gonna

throw up.

It’s really sore on my

chest.

Healthcare Information can be Subjective or Objective

• Objective– Can be seen or measured– Often called signs– Information collected by the senses

Objective Signs of Illness

• Pulse rapid, irregular and thready• Skin cold and clammy• No respirations• Lips cyanotic

Subjective or Objective?1. Coughing2. Fatigue3. Headache4. Foul smelling breath5. Did not eat anything6. Speech slurred7. Joints ache8. Nervousness

• Objective• Subjective• Subjective• Objective• Objective• Objective• Subjective• Subjective

Elements of Communication

Sender Receiver

Feedback

Message

Communication Model Questions

• What could happen to block any of the elements of communication?

• Is the message always verbal?• Is the feedback always verbal?• What interruptions or distractions could

interfere with communication?

Feedback Methods

• Paraphrasing – reword the sender’s message and ask for confirmation.

• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.”

• Dr. Shevlin: “So you think we should order an antidepressant?”

Feedback Methods

• Reflecting – prompts the sender to add more detail to the original message.

• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.”

• Dr. Shevlin: “So you think we should order her medication, such as…?”

Feedback Methods

• Asking Questions – request clarification or more additional information.

• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.”

• Dr. Shevlin: “Why? Is her current treatment not controlling her anxiety?”

Feedback Methods

• Requesting examples – examples can help explain or clarify meaning.

• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.”

• Dr. Shevlin: “What kind of treatment are you thinking about?”

Obtaining Feedback

• Respond to this call to a veterinary office from a pet owner.

• Paraphrasing• Reflecting• Asking questions• Requesting

examples

I need to make an appointment for my dog. She’s not doing very well.

Rules for Effective Communication

Message must be clear

Sender must deliver message clearly and concisely

Receiver must be able to hear and receive the message

Receiver must be able to understand the message

Interruption or distractions must be avoided

Speaking Skills• Speak appropriately to age/status of receiver.• Use appropriate terminology or words.• Ask open-ended questions.• Speak slowly and clearly.• Try to be eye-level with receiver.• Make sure your non-verbal is consistent with

your words.

Listening Skills

• Show interest and concern.• Stay alert and maintain eye contact.• Avoid interrupting.• Pay attention to what speaker is saying.• Avoid planning your response while speaker

is talking.

Listening Skills

• Try to see other person’s point of view.• Find a quiet or private location.• Watch speaker’s facial expressions for

consistency with words.• Ask for clarification when needed.• Maintain a positive attitude.