Communication

Question 1

Meta-communication

Answer 1

• communication about communication”
also known as secondary communication.
• communication that tells us how a message is to be interpreted.

Question 2

Paralanguage

Answer 2

• vocal message such as voice or speech tone, emphasis, speed, pitch, volume, use of pauses and filters like “you know” “um” and so forth
• a component of meta-communication (secondary communication) that may affect meaning and can convey emotion
• may be intentional or unintentional.
• includes things such as voice or speech tone, emphasis, speed, pitch, volume, sighing and use of pauses (vocal cues).

Question 3

3 Elements Necessary for Communication to Occur

Answer 3

People (sender and receiver)

Messages – verbal or non-verbal (channels). Non-verbal channels provide much of the emotional content.

Possible Effects – mental (think), emotional (feel) and/or physical.

Question 4

SMCR Model of Communication

Answer 4

• Source-Message-Channel-Receiver Model (SMCR)
Source – person who encodes message and sends it to receiver.
Message – what is transmitted .
Channel – medium through which message is transmitted (eg. telephone, computer, face to face….must connect with senses).
Receiver- person who receives and decodes message to create their own meaning.

• An individual has an idea to communicate (sender)
• The idea is encoded according to their own unique perceptions/filters (i.e. self-concept, family, culture, skills, feelings, attitudes, values)
• The encoded idea is sent in a message
• The receiver of the message decodes it according to individual perceptions/filters (i.e. self-concept, family, culture, skills, feelings, attitudes, values)
The receiver responds with feedback (helps ensure the message has been decoded correctly)
• The communication process is affected by the context (situation, environment, or circumstances of the communication)
• Interference (noise), can distort or change the message

Question 5

Context

Answer 5

• “The environment in which communication takes place.”
• the social cultural and intellectual settings in which the communication process occurs
• Psychological (mood, past experiences, perceptions, values, etc.)
• Physical (comfort level of environment-internal and external)
• Social (relationship)
• Cultural (eye contact, power, etc.)
• Temporal (time)

Question 6

Noise

Answer 6

Noise: anything that distorts messages or interferes with the communication process

• Source or Receiver generated
• External/Physical (outside distractions, external to both source and receiver )
• Physiological (hunger, fatigue, etc.-internal to source or receiver)
• Psychological (self concept, prejudices etc.)

Question 7

Why study communication.

Answer 7

• Standard of care requires communication with patients and coworkers
• You need skills in clear compassionate understanding, and teamwork
• You work with diverse populations so need to bridge gaps in communication.

Question 8

Define Communication

Answer 8

• is the successful transfer of a message and meaning from one person or group to another. Both parties must agree on the meaning communicated.
• a continuous process in which participants create a relationship by simultaneously sending and receiving messages

Question 9

Therapeutic communication

• what is it
• purpose

Answer 9

• is communication between the healthcare professional HCP and the patient that takes place to advance the patient’s well being and care.
• Has three main purposes:
- to collect healthcare related information about patient,
- provide feedback in the form of healthcare related information education and training,
- assess the patient’s behavior and modify behavior.

Question 10

Five Steps of the Communication Process

Answer 10

1. The sender has an idea to communicate.
2. The sender encodes the idea in a message.
3. The message travels over a channel.
4. The receiver decodes the message.
5. The receiver understands the message and sends feedback to the sender.

Question 11

Channel:

Answer 11

the mode of the message (spoken word, written, body language)

Question 12

Encoding:

Answer 12

the process by which the source forms a message to be communicated. Taking and idea and translating it to a way others can understand

Question 13

Decoding:

Answer 13

the process by which the receiver interprets a message from the source. We’re reading the context

Question 14

Filters:

Answer 14

the experiences you have and the way you interpret the message (see graffiti and think the neighbourhood is unsafe vs. A sign of respect and a work of art.)

Question 15

Language:

Answer 15

dynamic collections of word symbols their meanings and pronunciations as used and understood by an established community.

Question 16

Feedback

Answer 16

the receiver’s unintentional discernible responses to the source’s messages, ex. Yawning, raising an eyebrow or a missing response

Question 17

Non-Verbal

Answer 17

a continuous wordless system of coded like body language that conveys messages. May agree or disagree with simultaneous verbal messages
African Americans - give lots of eye contact and touching vs. Asians may be more distant.

Question 18

Listening

Answer 18

a conscious mental and physical effort to receive attend to and align meaning to verbal and non-verbal messages

Question 19

What are characteristics of good and bad communicators?

Answer 19

GOOD: lack of noise, active listening, feedback saying interests, in person (lots of paralanguage)
BAD: lots of noise, passive listening, missing feedback, text message

Question 20

Verbal communication

Answer 20

is the use of spoken words and sounds to successfully transfer a message from the sender to the receiver.

Question 21

Empahasis

Answer 21

The emphasis you place on certain words or parts of a sentence can lead to vastly different interpretations by the patient.

Question 22

Using Commentary

Answer 22

• There may be visits where the HCP must focus on some task that is part of care but doesn’t directly engage the patient.
-Example cleaning an infected Ivy site or preparing an X Ray.
• Downtime can be awkward for the patient if they pass in utter silence.
• It can be helpful if the HCP briefly comments on what they were doing to keep the interaction alive and allow the patient to remain engaged in and active in their own care.
• Function: Can ease fear and reduced anxiety for the patient.

Question 23

Content

Answer 23

provides the meaning of what a speaker intends to convey for to the listener. The content must be as clear as possible therefore speaker must have clear understanding of what they mean to say. Speaker should avoid unclear ambiguous or unnecessary technical language.

Question 24

Expressive tone

Answer 24

is spontaneous, emotional and uninhibited. We use this when expressing feelings telling jokes or complaining. This tone isn’t appropriate since it takes the focus off the patient and puts it on the HCP. Patients do not usually appreciate an emotional or even joking tone from their HCPs

Question 25

Directive tone

Answer 25

is authoritative and judgmental. Uses to give order exert leadership or pass judgement. Not appropriate for HCP’s to use since clients expect empathy. HCP’s must not confuse providing patients instructions with giving patients orders.

Question 26

Problem solving tone

Answer 26

is rational, objective and unbiased. This is the tone to indicate we are using the analytical portion of our brains to come to the correct answer. Providing complicated street directions, describing missed homework assignment, explaining how to download a computer file. This is the tone the HCP uses most frequently.

Question 27

Effective Verbal Communication Skills

Answer 27

• Send a Clear Message
• Use Standard English and Not Slang
• Avoid Medical Jargon When Speaking to Patient
• Talk to, not at the patient, Be a good Listener
• Help the Patient be a Good Listener

Question 28

Paraphrasing

Answer 28

is to use your own words to repeat what someone else has said.
• Paraphrasing back to the patient provides the HCP with an opportunity to verify that they have understood what the patient has said.
• Paraphrasing helps to build trust. It shows engagement with the patients case, validates the patients concerns.
• The patient sees that everything they and each CP say has exclusively to do with them. Patients typically have a lot to say about their own case.

Question 29

Empathy

Answer 29

• To show empathy is to show that you understand how the patient feels to the point of being able to put yourself in their place and feel what they feel.
• To feel empathy is to feel what another person is feeling period.
• Showing empathy can build rapport.

Question 30

Sympathy

Answer 30

• To feel sympathy is to have an awareness of what another person is feeling and to feel sadness or pity at that other person suffering.
• To feel sorry for that other person.
• Showing sympathy can show distress and cause negative feelings.

Question 31

Open questions

Answer 31

• Lead to longer answers with more detail and emotion.
• How or what.
• Encourage the patient to further discuss issues of concern.

Question 32

Closed Questions

Answer 32

• Prompt a short and focused answer
• Frequently just yes or no or a one-word answer
• Fill in gaps in what patient says and keep track of patient’s information

Question 33

Multiple Choice Questions

Answer 33

• Provide the patient with alternative options from which to choose.
• Helpful in allowing the patient to collaborate in their care.
• Can be helpful when working with patients who are withdrawn, depressed or anxious since they aid the patient in taking steps in prioritizing their actions.
• Example what would you like to do first this morning Karen would you like to eat breakfast bathe or watch television?
• Disadvantage: can feel too complicated to a patient which can lead to a patience confusion or frustration. Elderly patients may have trouble with multiple choice questions since they can grow impatient.

Question 34

Dos and Don’t of Verbal Communication

Answer 34

Do Use the Patients Name
Don’t Interrupt the Patient
Don’t Give the Patient Advice
Don’t Talk about Yourself, Instead of Talking about the Patient
Don’t Tell the Patient you Know How they Feel