Chapter 1: Foundations for Understanding Communication (Lessons 1 & 2) Flashcards
Communication Definition
-a process by which information is exchanged between individuals
-a two way exchange
-can be verbal, non-verbal, written, electronic
-can be alternative mediums such as dance, music, paintings, sculptures
Emotional Interpretation
individuals assign meanings based on what they feel is being communicated
Documenting Health Info
-if it was not documented, it was never done
-you can be reported to the CRNA for failing to communicate
If a communication error occurs…
-stop and think:
what went wrong?
why did it go wrong?
what can I do next time to change the outcome?
Communication Process
-involves the sender, the recipient, and the transaction
Sender
person sharing the message
Recipient
person receiving and interpreting the message
Transaction
how the message is delivered and the factors that influence the environment and context
Verbal Communicatuon
-oral communication through spoken words, sounds, vocal intonation, pace
-can be face to face, one on one, in groups, over the phone
Nonverbal Communication
-through facial expressions
-eye contact, gestures, body positions, moment
-can reinforce or contradict what is said verbally
-used more often than verbal communication
Written Communication
-through written words, symbols, pictures, diagrams
-legal documentation
Intrapersonal Communication
-communicating with oneself using internal vocalization
-inside our head
-self reflection, self talk
-internal praise or scold
Interpersonal Communication
-communication between people
-builds, maintains, ends relationships
-most time spent here
-can be planned or unplanned
-may be goal-oriented
How to have better interpersonal communication…
-conflict management skills
-listening skills
-maintain positive relationships
Group Communication
-communication among 3+ people to achieve a shared goal
-group work helps prepare us for professional environments
-more intentional and formal
-often task focused
Challenges of Group Communication
-assigning tasks
-conflict
-misunderstandings
-preexisting relationships
Transmission and Interaction Models of Communication: shared components
-participants
-messages
-encoding and decoding
-channels
Participants
the senders and receivers of messages
Messages
the verbal or nonverbal content conveyed from sender to receiver
Encoding and Decoding
the internal cognitive process that allows us to send, receive, and understand messages
Encoding
-turning thoughts into communication
-level of consciousness varies
Decoding
-process of turning communication into thoughts
Transmission Model of Communication
-describes communication as a linear, one way process
-sender intentionally transmits message to a receiver
-focusses on the sender and the message
-leaves us presuming the receiver got the message
-responsibility lays on the sender to ensure message is conveyed
Noise
anything that interferes with a message being sent between participants
Environmental Noise
-physical noise
-ie. other people talking
Semantic Noise
-interference in the encoding and decoding process
-ie. confusion, different interpretation
Pros of Transmission Model
-spotlights sender and possible noise affecting the message
Con of Transmission Model
-limited because it privileges how the sender communicates
-ignores how message is received
Examples where transmission model is effective
-computer mediated communication
-ie. texting
CMC faults
-devaluing face to face communication
-privacy
-cyberbullying
-lack of civility
Interaction Model of Communication
-a process in which participants alternate positions as sender and receiver
-generate meaning by sending messages and receiving feedback in physical and psychological contexts
-feedback makes it two-way
Feedback`
-messages sent in response to other messages
-two sender/receivers who alternate roles rather than just one
-more interaction focused than message focused
Physical Context
-environmental factors in a communication encounter
-ie. size, layout, temp, lighting of a space
Psychological Context
-mental and emotional factors in a communication encounter
-stress, anxiety, emotions
Transaction Model of Communication
-describes communication as a process where communicators generate social realities
-not just a message exchange
Transaction vs. Transmission & Interaction
transaction model conceptualizes communication, role of sender/receiver, and context differently
Transaction Model Communication Concept
-create relationships
-form alliances
-shape our self-concepts
-engage in dialogue to create communities
rather than just sending/receiving messages
Constructing Realities
-you don’t communicate about your realities
-you communicate to construct your realities
Communicators
-the senders/receivers in the transaction model
-involves simultaneous sending and receiving
Social Context
-stated rules or unstated norms that guide communication
-strategies/standards
-ie. being patient, active listening, empathy
Cultural Context
-aspects of identity
-gender, pronouns, ethnicity, sexual orientation, class, ability
-no assumptions
Ethical Communication
-consider what you’re saying, how you say it, and the effect of your words on others
-don’t ignore people regardless of how they treat you
Psychological/Physical Context Impact on Student
-personal feelings
-stress
-trauma
-anxiety
-being late
-call bell
-beeping
-loud kids
Psychological/Physical Context Impact on Patient
-trauma
-bad news
-beeping
-annoying family members
-nerves
Effective Communication
-better outcomes
-better quality of care
Ineffective Communication
-loneliness
-helplessness
-boredom
What is required to be a good communicator?
to also be a great listener
1st reason we study communication
-gives us a new perspective
2nd reason we study communication
-make something we do frequently more meaningful and worthwhile
3rd reason we study communication
-increase our effectiveness
Communication meets needs
-achieves physical and instrumental needs
-feeds our identities and relationships
Physical Needs
-people who encounter negative experiences but are willing to communicate have better mental and physical health
-communication decreases: stress, anxiety, depression, cancer, colds
Practical Needs
-need communication to operate and complete tasks
Identity Needs
-communication allows us to discover who we are
-influences how we think, act, feel
Social Needs
-communication satisfies the need for pleasure, affection, companionship, escape, relaxation
Can communication be replicated?
No
Can communication be undone?
No
Impersonal Communication
-advertising, serving
-no connection
-what we don’t want to demonstrate in healthcare
Various Meanings
people interpret communication differently
Role of Feedback
-ensures message is understood
-helps sender adjust message if needed
Communication Competence
-the knowledge of effective and appropriate communication patterns
-ability to use and adapt knowledge
Communication Knowledge
-cognitive aspect
-knowing how to do something
-understanding why things are a certain way
-observe and evaluate actions
Communication Efficacy
-how does effective communication influence competence
-strategies
-skill
Communication Adaptability
-how do status and power affect competence
-race and nationality?
-
Competent Communication in Health Care:
-state clear ideas
-ethical communication
-recognize when appropriate to communicate
-identify communication goals
-select effective techniques for the situation
-collaboration and cooperation
-identify and manage misunderstandings
-manage conflict
-be open minded
-listen actively
- Unconscious Competence
-you are unaware of the skill and lack proficiency
-unsafe student
-not aware you are communicating incompetently
- Conscious Incompetence
-aware of the skill but not yet proficient
-may need some cueing
-needs more practice
-realize what you are doing is not yet what you need to be doing
- Conscious Competence
-able to use the skill but only with effort
-getting there
-know what to do if something goes wrong
-know you are communicating well but need to get more experience
- Unconscious Competence
-performing the skill is automatic
-communicate successfully without straining to be competent
AIDET
-improves communication with patients
Acknowledge
-the patient by name
Introduce
-NOD
Duration
-accurate wait times
-apologize for delays
-tell patient how long your shift is
-mention when you are going on break and who is covering your break
Explain
-step by step what will happen
-ask if they have questions
-make questions specific
Thank
-thank patient for their time
-thank for experience/learning
-when death occurs “it was an honour to care for…”
