Communication and Keeping it on Track

Question 1

Describe the basic elements of the communication process

Answer 1

1. Sender
2. Message
3. Receiver
4. The receiver accepts message
5. Clarification or Verification that the message was received and understood ( THE MOST OFTEN MISSED STEP)

Question 2

Describe the steps in effective communication

used in patient care

Answer 2

1. Preparatory or Orientation
   Introduces the participants to each other
   Roles and responsibilities are established
2. Working or Maintenance
   Conversation is focused on the task at hand. May need to guide (not control) the exchange of information
3. Termination or Conclusion
   Goals are reached (this should include BOTH participants)

Keep these 3 steps in mind for patient care!

Question 3

Differentiate between verbal and nonverbal communication

Answer 3

Verbal:

• Vocabulary: only 7% of meaning is in spoken word
• Technical
• Slang, etc
• Intonation: 38% of meaning
• Whisper
• Anger
• Despair
• Clarity
• Enhanced when kept
  simple, brief and direct

Nonverbal
- Use of body language rather than words to transmit a message.

• 55% of meaning is nonverbal:
• Facial expression
• Eye behavior
• Gestures
• Posture and gait
• Touch

Question 4

Explain how nonverbal communication can affect the interpretation of verbal messages

Answer 4

• Cultural differences

Low contact cultures and high contact cultures could be very uncomfortable

Question 5

Describe ways to determine when touch is welcome or appropriate

Answer 5

As a means of showing concern and compassion

Without permission, touching implies a certain intimacy and establishes power to the one who is touching over the one who is touched

An unwelcome touch may be considered assault

The Receiver Determines When Touch is “Appropriate”

A pt who responds to a comforting touch by covering your hand or by leaning toward you has welcomed your touch

A pt who stiffens, leans away from you or crosses arms and legs is sending messages that your touch in NOT welcome

Question 6

** !!!List personal responsibilities in the communication process

Answer 6

1. Keeping conversations focused on the topic at hand
2. Be familiar with the receiver’s history
3. Check for possible barriers to communication
4. Be aware of the receiver’s communication needs
5. Demonstrate courtesy and compassion
6. Be aware of what your appearance and actions are communicating to the patient

Question 7

Define “communication filters” and how these hinder or enhance communication

Answer 7

NEED MORE 
Prejudice
Inattention
Sterotyping
Assumption

Question 8

Explain how sympathy and empathy differ

Answer 8

Sympathy:

• Implies that you care, that you feel pity and compassion for the feelings of another
• Usually means feeling sorry for someone
• Does not require that we identify with the other person
• Usually an expression of sharing the pain but may not result in efforts to relieve the suffering

Empathy:

• Means identifying with and understanding anther person on a deeper level
• When we empathize we suspend our own perceptions and try to feel what the patient feels
• Helps us recognize another’s discomfort so that we do everything possible to provide support and reassurance

Question 9

Define zones of proxemics and determine which are appropriate in the delivery of patient care

Answer 9

Taxonomy of Touch
The Most powerful nonverbal communication tooth-can say more than words
- Culturally determined

Functional/professional
Social/Polite
Friendship/Warmth
Love/Intimacy
Sexual

Question 10

Identify idioms as they are heard and understand how they may hinder communication

Answer 10

In Moodle