Communication Techniques

Question 1

Patterns of Communication used by Midwives

Answer 1

• Social amenity pattern, involves use of social skills. Communication occurs but only at a superficial level. It is ritualistic.
• Informational pattern. Used when giving instructions or when information is required (health teaching). Dehumanising if it is the only pattern used
• Relating pattern. Characterised by meaningful dialogue where each person experiences openness, closeness, and understanding of the other. Dialogue is meaningful.
• All patterns are used when taking a patient history.

Question 2

Effective Communication Allows

Answer 2

• Better data collection
• Initiation of interventions
• Evaluation of outcomes
• Initiation of change
• Reduction/prevention of legal ramifications

Question 3

Communication - The importance of listening

Answer 3

• Listening encourages disclosure
• Validates importance of the speaker
• Promotes midwife-woman understanding
• Provides the midwife with information

Question 4

Effective Listening

Answer 4

• Reception
• Perception
• Interpretation
• Sustained Concentration
• Astute observation
• Use of senses
• Attending

Question 5

SOLER

Answer 5

S - Squarely face the person
O - Open posture
L - Lean forward
E - Eye contact maintained
R - Relaxed posture

Question 6

Benefits for the patient

Answer 6

• Conveys respect and acceptance
• Reinforces patient worth
• Feel valued
• Feel that their feelings are validated

Question 7

Benefits for the Midwife

Answer 7

• Receive information
• Gather data
• Gain deeper levels of understanding
• Plan appropriate care (effective clinical decision making)

Question 8

Silence

Answer 8

• Not interrupting is a sign of respect and interest
• Can be helpful
• Know when not to use it

Question 9

Observing

Answer 9

- Feelings are often expressed through
 ~ Facial expression
 ~ Eye contact
 ~ Body posture and movement
 ~ Other non verbals

Question 10

Negative symbols/Body language

Answer 10

• Frowning
• Pouting
• Folded arms
• Talking down to a client
• Standing while the client is seated
• Not physically responding to a clients needs
• Yawning
• Not making eye contact
• A slumped stance
• These actions whether done consciously or not, will at best make the client feel unwelcome and at worst will crete a hostile environment.
• AVOID GIVING NEGATIVE SYMBOLS AT ALL TIMES

Question 11

Effective Communication

Answer 11

• Types of questions - open, focused, closed, secondary

- Active Listening

Question 12

Types of Questions

Answer 12

• Open Questions - States questions generally. Good intro/start
• Focused Questions - Open questions which limit the topic
• Closed questions - absolute answer
• Secondary Questions - Relate to previous question and require expansion

Question 13

Active Listening

Answer 13

• Offering cues (minimal) such as nodding, leaning forward and smiling
• Providing clarification
• Paraphrasing
• Reflecting
• Summarising - to review content
• Silence - timing is important
• Touch - gentle touch of the hand or shoulder (beware of invading personal space and cultural sensitivities

Question 14

Therapeutic Communication

Answer 14

• It is a goal directed, focused form or dialogue used as a tool in health care to promote a client’s wellbeing and positive response to treatment
• Professional
• Purposeful
• Provides supper and reinforces self esteem
• Occurs within a time frame

Question 15

Response Categories

Answer 15

• Advising and evaluating
• Analysing and interpreting
• Reassuring and supporting
• Questioning and probing
• Paraphrasing and understanding

Question 16

Paraphrasing

Answer 16

• Crucial to understanding
• Acknowledges what has been said
• Confirms accuracy of understanding
• Prevents misunderstanding

Question 17

Clarification

Answer 17

• Midwife takes responsibility for lack of understanding
• Focusses on the need to receive a clearer message
• Should not put the patient on the defensive

Question 18

Reflecting feelings

Answer 18

• Mirrors the feeling express by the patient

- Verbalises what the patient has implied

Question 19

Summarising

Answer 19

• Reviews what has been discussed
• Requires adequate time
• Often extra important information will be presented
• Used to bring closure to an interaction

Question 20

Good Clinical Conversations

Answer 20

I - Identity - Self, Name, Position, Location & Patient
S - Situation - What has happened to trigger this conversation
B - Background - Admission Date, Relevant Hx, Diagnosis, Test Results, What’s been done so far
A - Assessment - Summary of patient’s condition/situation, what you think the problem is
R - Request - or Recommendation

Question 21

Closing the Interview

Answer 21

• Allow patient to finish all they need to say
• Thank them for time and cooperation
• Any further questions

Question 22

Extra Techniques

Answer 22

• Expressing empathy
• Prompting
• Instructing
• Focusing
• Confronting
• Touch
• Probing using appropriate questions