Communication Flashcards
Why do you think it is important for healthcare workers to have good communication skills?
- need to be able to put patients at ease
- be able to explain procedures
- obtain consent
- communicate with other healthcare providers
What is communication?
the exchange of information, thoughts, and feelings
what is therapeutic communication?
the face-to-face interaction with a patient that focuses on advancing their physical and emotional well being
Importance of good communication?
- patient perception
- protection from potential legal issues
- aids in positioning
- relationships with coworkers
Standard of practice 5
relationships with patients
Standard of practice 6
professional relationships
what does successful communication require?
- speaking
- listening
- observing
- writing/typing
- an open mind
- self knowledge
what are the three methods of communication?
verbal, written and non-verbal
what is verbal communication?
what you are saying
- try to be concise and avoid any misunderstandings
- avoid using too many medical terms
What is paralanguage?
not what you say, but how you say it
- rate
- volume
- inflection
- tone
- pitch
- vocal patterns
What are the two principles of listening?
listen in a therapeutic manner and use silence effectively
what does it mean to listen in a therapeutic manner?
- Gather information and understand what the patient is feeling
- Ask questions about the patient’s statements to expand them
What does it mean to use silence effectively?
- Allows the patient time to arrange their thoughts
- lets the patient know you are waiting for them to say something
what are the principles of written communication?
- record keeping is extremely important in health care
- must be legible
- need to use proper wording
what are some downsides of using writing as a form of communication?
- can’t pick up on tone or non-verbal cues
- emails stay on the server, they stay there
what is nonverbal stimuli?
- all stimuli other than spoken words
- can reinforce your words
- can influence patient’s perception of you
internet and social media
Remember that as a professional, anything you do or say can reflect on your profession and your workplace
what are types of nonverbal communication?
- facial expressions
- body motions
- eye contact
- touching
- distance
how to apply facial expressions in the workplace
- Maintain an interested expression while listening
- Try to appear friendly
- Watch for confused expressions
how to apply body motions in the workplace
- emphasize important parts of speech
- demonstrate positions
how to apply touching in the workplace
- Necessary in health care
- Talk before you touch
- Can help patient feel more at ease
how to apply distance touching in the workplace
- proximity helps patient feel involved
- avoid physical barriers when possible
what is an open body stance?
Arms/legs open
Feet pointing towards person
Looking at person
Relaxed clothing
what is a closed body stance?
Arms/legs crossed
Looking away from person
Facing away from person
What are some communication tips for an MRT?
- Talk to patients before touching
- Treat each patient as an individual
- Never assume
- Reserve judgement
- Speak directly to the patient
- Maintain confidentiality
- Create a safe environment
- Use person’s name
What are barriers to communication?
- rapid speech
- language barriers
- distracting environments
- being defensive
- judgemental statements
- false reassurances
- disagreeing
- changing the subject
inpatients
- staying at the hospital while they receive treatment
- differing levels of awareness
- experiences with health workers in hospital will affect how they respond to you
Introduction
NOD approach
- try and keep open body language and smile if appropriate
- use patient’s name
when taking patient history?
- have a private environment
- try and build rapport
- make observations
- make sure to use proper terminology and spelling while recording history
what are some good questions when taking patient history?
- localization of the problem
- chronology/onset
- quality
- aggravating or alleviating factors
- associated manifestations
assessing the patient
- be perceptive of the patient’s behaviour and body language throughout the procedure
- look for signs of stress, anxiety or fear
- look for signs of aggression
guideline for talking to patients
- remarks of a sexual nature constitute the most common form of sexual abuse of patients
- avoid terms that may confuse patient
- know when to call an interpreter
- diagrams, charts and demonstrations may help for patients with language issues
- use tact
- legitimize patient concerns
- show empathy
- allow the opportunity to ask questions
- do not bring up your own problems, or ignore the patient
- respect patient space and values
how would you deal with an unconscious patient in the x-ray department?
- obtain consent from appropriate party
- identify the patient by identifier bracelet/anklet
- continue as normal, still communicate with the patient
professional relationships
- You are a part of the health-care team
- Play your role
- Maintain professionalism at all times
- Be aware that everyone at the hospital has their own stresses
- Properly deal with any conflict that arises
As a student - professional relationships
- be respectful of your preceptors
- remember your role is to learn
- be tactful when disagreeing with preceptors
- avoid gossip
when recieving feedback
- always be open to feedback on both your work and your communication - formal/informal - verbal/nonverbal
- understand and accept
- personally reflect on procedures and interactions afterwards - document
when giving feedback
- keep it constructive
- focus on specific tasks, not the person
- different students require different approaches
- follow-up
- practise what you preach
reflection
- evaluate yourself to reinforce learning or look for possible improvements
- reflection-on-action vs. reflection-in-action
- critical reflections - emphasis on personal evaluation instead of just what happened
directive vs facilitative feedback
facilitative is better to learn, hint at or ask questions to make them think about what they are doing, helps reinforce the concept you are learning
Non-assertive communication
- passive behaviour
- not expressing one’s feelings, needs, emotions or ideas
- often allow others to infringe upon one’s personal rights
Assertive communication
- expressing one’s feelings, needs, emotions or ideas in a way that doesn’t infringe upon the rights of others
- direct and honest expression
Agressive communication
- expressing one’s feelings, needs, emotions or ideas in a way that infringes upon the rights of others
- direct and hostile
conflict
- an opposition of people, ideas, wishes or demands
- unavoidable in a large workplace
can conflict be positive?
yes, it can be productive, can foster creativity and compromises
- can create better ways of doing things that work for everyone
conflict with patients
- can impede the healthcare process
- usually due to a breakdown in communication
Conflict more likely if patient:
- Is intoxicated, fatigued, confused, or restrained
- Has an altered cognitive status, history of aggression, addiction, or difficulty communicating
conflict more likely if the MRT:
- Judges or disrespects the patient or their values
- Does not listen to the patient or their family
- Uses threatening tones or body language
prevention of patient conflict
- Maintain open body language and actively listen to the patient
- Address their concerns
- Anticipate any aggression
management of patient conflict
- remain calm
- avoid arguing or criticizing
- state that abusive language will not be permitted
- remove yourself/them
- document
Deescalating hostility
- do not attempt to handle the situation alone
- be firm, but understanding
- do not let a combative individual get between you and the exit
- review hospital/department policies/procedures
common causes of conflicts with coworkers?
- lack of communication’
- interdependence
- differences in style/personality
- change in the workplace
- job insecurity or competition
- stressful environment
prevention of a conflict with coworkers
- departmental policies and education
- proper staffing levels
- don’t bring your personal problems to work
- try and understand others’ motivations/reasoning
Personal Consequences of conflict?
- increased frustration/anxiety
- strained relationships
- loss of sleep
consequences of conflict on the workforce?
- unhealthy competition
- withholding of information
- low morale
- low productivity
- high turnover
discussion for conflict resolution?
- set a planned time to discuss the issue
- state what the issue is, and why you find it to be an issue
- allow the other person an opportunity to voice their views
- try to come up with a mutually beneficial solution
when to get management involved in conflict resolution?
if no solution can be found, you may need to have management mediate on
- let your colleague know first if possible
