ICS Foundations/Nonverbal Communication Flashcards
5 skills that define someone who is a “good communicator”?
- Effectively listens to others
- Understands and uses nonverbal communication appropriately
- Manages stress well
- Emotionally aware of others
- Effective verbal expression of thoughts
5 ways for effective listening
Focus fully on the speaker
Make the speaker feel heard and understood
Clarify things you don’t understand
Avoid interruptions
Avoid seeming judgemental
4 ways of nonverbal communication
Use nonverbal signals that match up
with your words
Be aware of individual and cultural differences in nonverbal communication
Adjust your nonverbal signals according to the context
Use body language to convey feelings
6 ways of managing stressful situations
Recognize when you’re becoming stressed
Take a moment to calm down
Walk away if necessary
Look for humor in the situation
Be willing to compromise with patients
Agree to disagree if necessary
4 ways to be emotionally aware
Be in touch with your own feelings and perceptions
Look for cues to how a patient is handling a situation
Acknowledge the patient’s emotions without judgement
Allow patients time to deal with emotions if needed
7 ways of verbal communication
Avoiding medical “jargon”
Matching complexity of communication to patient’s level of comprehension
Organized, clear, concise points
Use numerical terms clearly (numbers rather than percentages, absolute rather than relative risk)
Confirm patient comprehension
With good communication between patients and providers, we see ?
increased:
1. Satisfaction with encounter
2. Psychological coping ability
3. Recall of care plan
4. Adherence to care plan
5. Positive health behaviors
decreased:
1. Psychological distress
2. Physical symptoms
3. Length of hospital stays
4. Malpractice suits
Incomplete stories/history = ?
incomplete data to make decisions
Extent to which a patient’s behavior corresponds with agreed-upon recommendations from a healthcare provider
adherence
Why do patients not adhere to clinician’s advice?
38% - disagreed with recommended treatment
27% - worried about cost
25% - instructions were too difficult to follow
20% - against their personal beliefs
7% - did not understand what they were supposed to do
9 factors that contribute to pt satisfaction
Expectations
Communication
Control
Decision-making
Time spent with patient
Clinical team
Referrals
Continuity of care
Dignity
Estimated ___ of adverse healthcare events due to human and system errors
⅓
3 effects from team satisfaction
- Effective communication → improved working relationships
- Reduced job turnover and improved job satisfaction when communication is effective
- Better job satisfaction → better ability to build rapport and express care with patients
the “root cause” of malpractice claims is ?
a breakdown in communication between physician and patient
71% of malpractice claims initiated as result of a patient-physician relationship problem
to describe the etiology of disease
Interrelation of biological, psychological, and social factors that all contribute to the presence or absence of disease
Biopsychosocial Model
