Communication Styles Flashcards
Communication definitions
- inevitable
- a process
- transactional
- purposeful
- multidimensional
-irreversible
What is formal and informal communication
Formal - official communication
Informal communication- exchange of information in a casual unstructured and unofficial way
List and give examples of other types of communication
-formal
-informal
-downward : policies and procedures
-upward : meetings
- horizontal : team work
-diagonal: working across teams
- non verbal communication: sign language
- verbal communication: spoken
Why is professional communication important?
• Patients feel more able to ask questions and be more involved in their care
• Patients then feel they have a sense of control over their condition and
treatment
• Patients then feel they can trust and have confidence in the treatment
process and therefore are more likely to comply with planned treatment
What does poor communication in healthcare cause?
- leads to hospital complaints being investigated by the parliamentary and health services ombudsman
-wasted public fund, damages patient care, puts patient at risk
-negative impact on morale, satisfaction, treatment outcomes, quality of care
Ways for effective interpersonal communication
- build a trusting relationship with the service user
- help the service user resolve their problems
-identify needs in order to form plans - influence the behaviour of the service user
-communicate essential info to the service user therefore reducing anxiety improving recovery rates and decreasing contact with services
Three main types of communication
- Verbal
- Paralinguistic -aspects of verbal communication that don’t involve words but instead add emphasis or shades of meaning to what people say.
- Non-verbal
Verbal communication examples
-words
-phrases
-figures of speech
- personal and idiosyncratic forms of speech
Paralinguistic communication
- timing
-volume
-tone
-pitch
-“ums, errs, mhm”
-fluency
-range
DISC communication styles
-dominance : direct, firm, strong willed, forceful. Used in emergencies
-influence: outgoing, enthusiastic, optimistic, lively, used on children
-steadiness: even-tempered, patient, humble, accommodating. Used on elderly
-conscientious: reserved, precise, private, systematic. Used on neurodivergence
Non verbal communication / active listening
- head movement
- eye contact
- gesture
-posture
-proximity
-touch
-appearance
Reflection skills
- can be used at different stages of your conversation
- reflecting feelings, thoughts and facts
-affirmation
-summarising
Provides reassurance to yourself and service user
Barriers of communication definition
- any parameter that limits the purpose of communication is a barrier to communication
-a communication barrier may reduces the ease at which we communicate
Semantic barriers
-language including jargon, technical, medical, legal terms
Psychological barriers
Mood of sender or reviewer, passed on messages
Organisational barriers
Rules and regulations , relationships with managers boss
Cultural barriers- lack of similar reference points, word selection
Physical barriers
- noise faulty equipment
Physiological barriers
Struggle to express or receive messages , dyslexia
Emotional barriers
Anger fustration humour
Limits communication
Perception barriers
- the same information is perceived differently by people
Technological barriers
Speed of development costs
Attitude barriers
Fixed opinions large egos
Overcome semantic barriers
E.g jargon, medical technical terms
- language chosen is vital to communication
-using jargon, slang or abbreviations can be a major obstacle
-level of language must be chosen carefully
-e=knowledge of the intended audience must be considered : cultural and social background
-keep as simple as possible and confirm understanding
Overcoming psychological barriers
-mood of sender o receiving , sending messages
- 55% of the meaning of a msg is communicated through none verbal interactions
-posture, facial expression, gestures, tone and pitch of voice, proximity, eye contact - non verbal cues can vary with respect to culture, context and intention
-random gestures can be interpreted to have more significance than what was intended
Overcoming cultural barriers
- maintain respect
Avoid stereotypes and personal biases
-be open ask questions
-prep: do you need an interpreter or use a language line - word choice - don’t choose words with dual meanings or different meanings to different cultures
Overcoming physiological barriers
- listen carefully
- be patient
-consider note taking for key points
-provide written info to support discussions - learn to read body language and visual queues
-communication tools may be useful
Overcoming perception barriers
Be clear and concise
Keep simple
Asp patient to repeat back to you
Challenge your own assumptions
Positive body language
Avoid confirmation biases
Technology and communication
- can be a hinderance and help
-texts, reminders, online bookings - Self service checks
-emails often misinterpreted or not read
-updates may cause cost barriers
Summary
-communication is multidimensional
-effective communication is different to everyone
-what people hear is more important than the words spoken
-try to avoid phrases people may not know
-always repeat parts of the convo to show u have been listening
- we don’t always get it right but we can improve through reflection
