Communication-2 Flashcards
Communication
What is communication?
- Communication may be defined as an exchange of information,
feelings and thoughts through words and actions (Mcintosh, 2022).
It is a dynamic complex process that occurs in the context of physical space,
social and cultural values, and psychological conditions. - Communication skills, manners and professional attitudes can have a
powerful effecton our environment, your modod and efficiency, and
the responses of those around you (Ehrlich and Coakes, 2017).
In this context, to communicate means to convey information accurately, to
express oneself clearly, and to have an interchange of ideas and information
with others.
Why is communication important?
Why is communication important?
* A 2016 report estimated that poor communication led to waste of over £1
Billion of NHS funds.
* Poor communication can lead to adverse outcomes and potential patient
harm.
WHO checklists are a working example of how we have tried to address this.
* Communicating effectively and maintaining accurate records are HCPC
regulatory requirements.
Communication is Section 8 of the Radiographer Standards of Proficiency (HCPC,
2013)
Maintaining appropriate records is section 10 of the Radiographer Standards of
Proficiency (HCPC, 2013)
Who cares?
Society of Radiographers Code of Professional Conduct
* 1.5. You must communicate effectively and appropriately with patients, introducing yourself
and giving relevant information during their examination or treatment.
Communication is a dialogue between individuals that depends on clear expression and reciprocal listening
and hearing.
You may need to check what the patient has heard and adjust your communication style to meet the needs
of different patient groups, such as those for whom English is not a first language, or hearing impaired people.
* 4.1 You must practise collaboratively and communicate effectively with other healthcare staff,
putting patients at the centre of your work, and recognising and respecting the contributions of
all members of the multidisciplinary team.
Working collaboratively in partnership with other health care staff means that you should be aware of the
expertise of others in the MDT and be able to communicate with them as peers in an honest, respectful and
effective manner. However, if you have concerns about the quality of care or treatment being given by
others, you should challenge those individuals.
Who cares?
Health and Care Professions Council – Guidance on conduct and ethics for students
Section 2 Communicate appropriately and effectively
* You should be polite and considerate to service users, other students and staff at your education provider and
practice placement provider.
* You should listen to service users and carers and take account of their needs and wishes when carrying out any
care, treatment or other services.
* You should take all reasonable steps to make sure that you can communicate appropriately and effectively
with service users and carers.
* You should communicate effectively and co-operate with members of staff at your education provider and
practice placement provider to benefit service users and carers.
* If you are experiencing any difficulties or other issues which may affect your learning or ability to successfully
participate in your programme, you should tell your education provider and practice placement provider.
* You should use all forms of communication appropriately and, responsibly, including social media and
networking websites.
Who cares?
Health and Care Professions Council – Standards of Proficiency for Radiographers
Section 8 – be able to communicate effectively
* 8.1: be able to demonstrate effective and appropriate verbal and non-verbal skills in communicating
information, advice, instruction and professional opinion to service users, colleagues and others
* 8.2: be able to communicate in English to the standard equivalent to level 7 of the International English
Language Testing System, with no element below 6.5
* 8.3: understand how communication skills affect assessment and engagement of service users and how
the means of communication should be modified to address and take account of factors such as age,
capacity, learning ability and physical ability
* 8.4: be aware of the characteristics and consequences of verbal and non-verbal communication and how
this can be affected by factors such as age, culture, ethnicity, gender, socio-economic status and spiritual or
religious beliefs
* 8.5: understand the need to provide service users or people acting on their behalf with the information
necessary to enable them to make informed decision
Who cares?
Health and Care Professions Council – Standards of Proficiency for Radiographers
Section 8 – be able to communicate effectively
* 8.6: understand the need to assist the communication needs of service users
such as through the use of an appropriate interpreter, wherever possible
* 8.7: recognise the need to use interpersonal skills to encourage the active
participation of service users
* 8.8: be able to advise other healthcare professionals about the relevance and
application of radiotherapy or imaging modalities to the service user’s needs
* 8.9: be able to formulate and provide information to service users about the
treatment or imaging process and procedures, with regular reappraisal of their
information needs, as appropriate
Verbal Vs Non-VerbalCommunication types
Methods of Communication
* Mentimeter - Can you think of any particular methods in which we
communicate with each other?
Verbal vs Non-Verbal
- What percentage of communication do the words that we say to each
other represent (i.e., verbal)?
7% - What percentage of our non-verbal communication is our tone of voice
accountable for?
38% - What percentage of our non-verbal communication is our body language
accountable for?
55%
Non-Verbal communication skills
It is important to align your body language to what is being said, to
avoid mixed messages:
* Use regular head movements to show engagement
* Maintain an upright and open posture
* Make eye contact (find a balance between direct and in-direct)
* Remember the tone of voice (yours and theirs)
* Respect personal space
The Process of Communication
- Encoding is Communicator’s Intention
- Decoding is Receiver’s Understanding
Active Listening
- One of the most effective ways to understand a service user’s perspective
and to build strong relationships - Sometimes you are listening to hear what is not said as much as what is
- How it is said and in what tone can give you an insight into a persons
emotional state - Very often, we hear what we want to hear and assume what is important
- Key to active listening is to withhold your own assumptions and
demonstrate a genuine interest in what a person is saying
Active listening
- Empathy:
Ability to understand and share the feelings of another.
Demonstrating it creates a positive experience - Empathy and active listening are key to supporting anyone presenting with
negative emotions. - How you can achieve this:
Invest time to listen
Share similar experiences if you are able to (consider the scenario)
Treat as a priority
Take ownership of any questions
Show that you care, and are concerned
Passive, Assertive and
Aggresive
Forms of communication
Passive
Assertive
Aggressive
Passive Communication Features
- Avoidant of confrontation
- Agreement with decisions that they disagree with
- An inability to say “no” to others
- The rights of the communicator are not upheld
Example of Passive Communication
- Radiographer: I am very sorry Sir, but this patient was x-rayed already
today. - Doctor: Well I can’t see it on my screen, you will have to do it again!
- Radiographer: Oh ok I guess we should do it again then…
