Lecture 6: Communication Flashcards
Why is it important for healthcare workers to have good communication skills
- more likely for patients to cooperate
- avoids misinterpretation
- communicating with other health professionals
What is communication
The exchange of information thoughts and feelings
What is therapeutic communication
face to face interaction with a patient that is focused on advancing their well being
- good experiences = better outcome
What Standards of Practice affect communication
- 5: relationships with patients
-6: proffessional relations
What does successful communication require
speaking, listening, observing, body language
3 communication methods
verbal, written, nonverbal
Are slang and humour appropriate as an MRT
- humour: when appropriate and patient dependent
- slang: should be avoided but can help build relationship
Examples of Paralanguage
not what you say but how you say it.
rate, volume, inflection, tone, pitch, vocal patterns
What is listening in a therapeutic manner
gather information and understand what the patient is feeling
Asking questions on the patients statements to expand on them
Use silents to allowed patients to arrange their thoughts
don’t let patients overtalk
Written communication in healthcare
- record keeping is crucial
- must be legible
- some typed & some written
What is the most common means of written communication between professionals
3 downsides of email
- cant read tone
- they stay forever
- get shared and forwarded
5 types of nonverbal communication
- facial expressions
- body motions
- eye contact
- touching
- distance
open body stances
- arms/legs open
- looking at the person
- feet pointing at the person
closed body stances
- arms/legs crossed
- looking/facing away from the person
Examples of communication tips
talk before touching
never assume
reserve judgement
use a persons name
barriers to communication
rapid speech
language barriers
being defensive
distracting environments
What time frame should you give outpatients in radiology department
- dont give them a definite time you will be with them
- emerge/ICU take priority
What is an inpatient
staying in the hospital for treatments
differing levels of awareness
experiences with other health care workers may affect thier attitude towards you
Best way to introduce yourself to a patient
- NOD approach
- open body language
-use patients name
Why and when do we take a patients history
- validates exam
- may need to readjust technique/positioning
try and build rapport
Good questions when taking patients history
- localization of the problem
- chronology/onset
- quality
- aggravating or alleviating factors
- associated manifestation (numbness tingling)
-make observations & record everything
What to do when assessing a patient
- be perceptive of the patients behaviour
- look for signs of stress anxiety and fear
- look for signs of aggression
Most common form of sexual abuse in the hospital
- sexual remarks
9 guidelines for talking to patients
avoid terms that confuse the patients
know when to call interpreter
diagrams charts for language issues
use tact
legitamize patients concerns
show empathy
allow the opprotunity to ask questions
do not bring up ur own problems
respect patients space and values
How would you deal with an unconscious patients in the x-ray department
- check wristband to confirm identity
- talk to the patient (they remember)
- dont make jokes
5 factors in professional relationships
- part of a healthcare team
- play your role
- maintain professionalism
- be aware that everyone has their own stressorsR
Role as a stident in professional field
- be respectful to your preceptors
- remember role is to learn
- avoid gossip
- be tactful when disagreeing with preceptors
2 types of feedback
directive: just telling them what to do
facilitative: makes you think
How should you receive feedback
always be open
understand & accept
personally reflect
How should you give feedback
keep it constructive
focus on specific tasks
follow up- see how theyre doing
practice what you preach
What is non-assertive communication
passive behavior (letting people dictate you)
not expressing ones feelings, needs, emotions
often allow others to infringe upon ones personal rights
assertive communication
expressing ones needs emotions or ideas in a way that doesnt infringe upon the rights of others
- understand where the persons coming from
Agressive communication
expressing ones feelings needs emotions or ideas in a way that infringes upon the rights of others
direct and hostile
What is conflict
an oppostion of a persons wishes demands or ideas
What kind of conflict could arise in the hospital
- scheduling
- orders
- positioning
Can conflict be positive
-yes, can foster creativity & compromises
Why is conflict with patients bad
can impede healthcare process
usually due to a breakdown in communication
When is conflict most likely with a patient
if theyre intoxicated
- has an altered cognitive status, history of aggression, addiction or difficulty communicating
When is conflict more likely (due to the MRT)
- judges and disrespects patient or their values
- does not listen to the patient or their family
- uses threatening tone or body language
How to deal with patient conflict
prevention
- maintain open body language and active listening
- address their concerns
management
- remain calm
- avoid arguing and criticizing
How to descale hostility
- do not attempt to handle situation alone
- be firm but understanding
- do not let combative individual get between u and the exit
Common causes of conflict with coworkers
lack of communication
interdependence
differences in style/personality
change in the workplace
Prevention of conflict with coworkers
- department policies
- proper staffing
- dont bring personal problems to work
consequences of conflict
personal
- increased frustration/anxiety
- strained relationships
- loss of sleep
on the workforce
- unhealthy competition
- with holding information
- low morale
conflict ressolution
- discussion
- get management involved if no solution can be found
