Sem200 Flashcards
Barriers of communication
Barriers are said to be any blocks or hinderance to effective communication
Examples of barriers of communications
a. interruption from others
b. messy desk
c. lack of privacy
d. talking on phone
e. watching clock or tv
f. speaking to someone else
g. noise
Barriers from sender
a. talking too much without giving a patient chance to express themselves
b. being critical and judgmental
c. laughing and humiliating patient
d. signs of being upset
e. not sending feedback to patient
f. using inappropriate channels in giving feedback to patient or client
g. not listening to patient
h. using difficult jargon
Barriers from receiver
a. interrupting sender
b. not accepting feedback
c. not listening to sender
d. talking on phone
e. being aggressive
f. being upset with feedback
g. not receiving the feedback
Importance of having good relationship with patient/client
a. encourages clients to express thought and feelings effectively
b. helps to heal patient without using medicine
c. builds and maintains rapport with co-workers
d. understand personal particular meanings to address the physical and psychological origin of disorder
e. essential to healing process and effective health care delivery
f. a skilled companion on illness, encourage support and challenge the clients as needed
Importance of good relationship with co-workers
a. provides opportunity to draw expertise of various disciplines
b. helps develop constructive working relationship with other professionals
c. good relationship among co-workers is vital for effective patient care
d. inspire workers to talk about personal feelings and share their experiences
e. work in a group hence, accepted, supported, encouraged, and cared
f. old members will act as role models inspiring young ones to try hard shit
g. group atmosphere provides opportunities to be help and helped
h. division of labour
i. improves workship relationship strengthening business and increase working morale
j. building rapport with fellow workers
k. leads to respect, trust and sharing of resources
Factors for creating and maintaining good relationships
a. personal and professional characteristics of the nurse with the clients
b. personality
c. setting
d. good communication skills
e. sincerity and being interested in patients’ welfare
f. expectations
g. age
h. gender
i. appearance
j. diagnosis
k. education
l. values
m. ethnic and cultural background
Verbal communication
Verbal communication is the process of communicating using the mouth or by speaking.
It is used by both nurses and doctors while dealing with patients in providing feedback and history taking
Good verbal communication
Good verbal communication skills = listening and speaking
Speaking:
a. what to speak - brainstorming, format/style, doing presentation
b. how to speak - speed, clarity, punctuation, fluency, expression
Verbal communication requires face-to-face expression:
a. facial expression
b. tone
c. voice
d. body language
e. posture
f. eye contact
While applying verbal communication please be:
a. friendly
b. think before you speak
c. be clear
d. do not talk too much to confuse
e. speak with confidence
f. watch your body language
Types of verbal communication
- intrapersonal communication - where someone communicates to themselves
- interpersonal communication - which involves two or more people
- small group communication - applied in class - group discussion or small meetings
- public communication - which is used in public talks
Examples of verbal communication
a. advising others accordingly regarding course of action
b. conveying feedback to patient and emphasizing change of behaviour
c. crediting people
d. talking to employees and offering disciplinary actions
Elements of verbal communication
a. voice / tone - vocal pitch, quality, and strength of sound production.
b. speed - speaking fast is like conveying an agitated feeling
c. volume - audible enough while speaking to an audience
d. language - mind your language using acceptable bilingual phones
e. grammar
Strategies for effective verbal communication
a. focus on the issue instead of the person
b. be genuine rather than being manipulative
c. emphasize than being detached
d. be flexible towards others
e. value yourself
Advantages of verbal communication
a. chance to talk face-to-face to medical provider
b. a patient can easily express his/her feelings
c. immediate feedback provided
d. while speaking one can apply non-verbal cruses
e. sender/speaker is able to know if the information was clear or not
f. spoken information can be easily altered
Disadvantages of verbal communication
a. poor presentation of the message can result in misunderstanding hence, wrong response
b. deaf can not understand the message being conveyed
c. one has to be present when message is being delivered
d. since verbal communication is influenced by non-verbal communication if mixed the receiver may not understand the message
Non-verbal communication or body and sign language
Other than speaking and writing there is another form of communication known as body language
Expresses individual’s emotions, social attitudes and feelings. It can convey more meaning than spoken words
Body language
A natural way of communication using part of our body. Natural response to situations.
It is an integral part of oral communication which involves communicating from head to toe.
Includes:
a. facial expression
b. gesture
c. body movements
d. eye contact
e. therapeutic touch
Sign language
A manual way of communication used to convey messages instead of words
Body language - eye contact
Eyes are a mirror of our truest and innermost feelings.
a. maintaining eye contact while listening or talking shows that you are paying attention
b. eye contact is used to show sincerity and confidence. do not speak while looking at your feet this shows shyness and lack of confidence
c. learn the culture patterns of eye contact in order to understand the differences so as to avoid misunderstanding
d. in case of group discussion - the speaker should look at all the listeners by giving them equal importance
e. if one avoids eye contact the speaker should not continue looking at him/her that they would embarrassed
Body language - facial expression
Expresses our actual feelings shown on speaker’s face
a. facial expression should be natural
b. positive facial expression positive atmosphere
c. facial expression = constant verbal message
d. speakers should maintain natural feelings
e. important to learn cultural patterns of facial expression to avoid misunderstanding
Body language - gestures
Gesture are visible bodily actions that express implicit and explicit meaning
It may reveal the mindset of the communicator and convey thoughts through voluntary or involuntary physical movements
a. gesture should be natural
b. avoid using gestures for negative responses
c. do no confuse gestures with body movements
d. use positive gestures
e. do not reflect nervous mannerisms
f. do not use your fingers too often
g. use your hands and arms very carefully
h. learn cultural patterns of physical gestures to avoid cross-cultural misunderstanding
Body language - posture and body movements
posture talks about personality - bold, confident, dynamic, timid person
body movements gives important signals about your personality
Body language - therapeutic touch
Like placing their hands on the patient/ clients
Advantage of non-verbal communication
a. communicate to deaf people
b. used to communicate in a place that require silence
c. communicate to someone in a distance
d. communicate a secrete
e. short and brief
f. saves times and is short and clear
g. communicate with people not sharing a common verbal language
Disadvantages of non-verbal communication
a. cannot be used to hold long discussions
b. particulars of message cannot be discussed
c. difficult to understand since it requires reputation
d. cannot be used to communicate to public
e. less influential since not used everywhere
f. not preferred by many
g. misuse can create bad impression to the public
Listening
A process of receiving, interpreting and reacting to message from speaker
A process of paying attention to the speaker
Classification
Active & Passive
Active listening
a kind of listening which requires paying maximum attention to the speaker
How to practice:
a. ensure privacy
b. eliminate any sort of barrier
c. minimise any sort of interruption
S - SIT/STAND AND FACE PATIENT
O - OPEN POSTURE
E - EYE CONTACT
R - RELAX AND NATURAL FACIAL EXPRESSION
Passive listening
Kind of listening whereby the listener does not pay maximum attention to the speaker
While applying to this kind of listening - listener may listen two or more activities at the same time
Types of listening
a. appreciate listening - applied when listening to artistic work
b. empathetic listening - doctors used to listen to patients problems
c. comprehensive listening - used in classroom to listen to lectures requires listening and comprehending the message
d. attentive listening - require max attention like interviews or meetings
Importance of listening
a. encourages the patient to talk more
b. by listening doctors encourage to ask more questions for clarification to ensure that they understand the speaker
c. receive accurate message
d. listener pays max attention to speaker/client
e. encourages mutual relationship between speaker and listener
f. as listener concentrates they think ahead, hypothesise and predict the speakers view
g. avoids repetition saving time
h. avoid wrong conclusion
Observation
A process of collecting data through watching or viewing a patient
using senses like smelling, hearing, touching
Observing will tell you if patient has:
a. aphasia - unable to speak
b. dysphasia - inability to organise words to produce a meaning
c. dysarthria - poor skills to articulate linguistic phonemes due to illness
Importance of observation
a. collect further data
b. determine a patients need
c. determine the course of illness
d. knows where and how to begin treating the patients
Telling
Telling is a skill which is essential to both medical personnel and patient
Patient - should be able to explain illness what they are suffering from
doctor - should be able to explain what illness and prescribe treatment
Questioning
A state of asking either oral/ written questions to a patient to take history of illness
Types of questioning
a. open-ended questions - which require long explanation
b. close-ended questions - require short answers
c. leading questions - choose between options like yes or no
Importance of questioning
a. obtain full information
b. saves time
c. diagnosis the patient
d. provide solutions to the patients needs
e. helps to motivate the patient to convey
f. provide the right treatment
g. brings closer both the patient and nurse leading to common understanding
Collaboration in health care
Health care professionals who undertake complementary roles and cooperatively work together in sharing responsibilities for problem solving and decision making to formulate and carry out plans for patient care
Health team
A group of health personnel from different disciplines who coordinate their skills to assist the patient by supporting them
nurse physicians doctors pharmacists nutritionists physiotherapists paramedical technologists social workers chaplains alternative medical providers like traditional birth attendants
Importance of HTM
a. HTM increases team members’ awareness of each others knowledge and skills leading to continued improvement in decision making
b. teamwork is governed by trust, respect, and collaboration which works towards achieving same goals
c. sharing of resources is enhanced
d. moral and emotional support
e. critiques of each others behavior
Importance of TeamWork
a. enhances awareness, knowledge skills, leading to decision making
b. trust, respect, collaboration in achieving intended goals
c. various ideas and opinions
d. plan to care takes in consideration the multiple assessment and treatment regulations
e. knowledge and experience of different professionals is available for sharing
f. encouraged to share resources
g. support each other moral, material and emotionally
h. critique each others behaviour encourage to improve teamwork
Basics for interacting sensibly
a. open a discussion through a dialogue
b. non-punitive environment
c. choose a clear direction
d. establish clear roles and task for each member
e. identify a respectful atmosphere
f. share responsibilities for each team’s success
g. balance participants to ease tasks
h. clear specifications regarding authorities and responsibilities should be clarified - managerial responsibilities
i. decision process should be clarified
j. regular and routine communication and information sharing should be done through report writing
k. enable environment including access to needed resources
l. ensure that you know the mechanisms of evaluating output by making possible adjustments
Critical thinking
refers to reflected thinking and it has a broader scope than decision making and problem solving
It is a way of thinking which starts from general to
specific ideas or facts, and it never stops until one
finds solutions to the arguments/problem
Problem solving
Problem solving is a systematic process that focuses
on analyzing a difficult situation
Components of critical thinking
a. set of info and beliefs generating process skills
b. habit of intellectual on using those skills to guide behaviour
Steps for problem solving
- ask and listen - history taking and interview
- look and feel - hidden associated or potential factors
- identify the problem - identify all problems that require taking care of
- take appropriate action - decision should be taken depending on priority
Highest level of performance and inter-professional collaboration
a. shared focus
b. formal assessment performance
c. regular on-going communication
d. resolve difficulties and conflict
e. recognise the contribution of all team members
f. know the impact of new/left members
g. orientation of new team members should be done
h. regular meetings
i. time for social events
j. development of various skills and sharing skills
Cause and effect relationships
A Cause and Effect Relationship is a paragraph or an essay where a writer analyzes reasons and the
consequences /results (outcomes) of actions, events or decisions made or reached
Cause and effect diagram
A Cause and Effect Diagram is a tool that helps to
identify , Sort and Display possible causes of a specific
problem or quality characteristics
Helps the team to:
a. identify the possible root causes, basic reasons, special effect, problem or condition
b. sort and relate some of the interactions among the factors affecting a particular process or effect
c. analyse existing problems so corrective and collective actions can be taken
Benefits of constructing cause and effect diagram
a. determine root cause of problem
b. encourages participation and utilises group knowledge
c. easy to read format
d. identifies possible causes of variation in process
e. increase knowledge in the process of helping everyone to learn more about factors at work and how they relate
f. increases the areas of data collection for further investigation
Benefits of using a cause and effect diagram
a. participation
b. determine root cause
c. identify possible cause of variation
d. increases knowledge
e. easy to read
f. collaboration
Utilizing appropriate ways of giving and receiving feedback
Feedback is a process of RESPONDING to
information from the SPEEKER (Other Person)
a. verbally or non-verbal
b. conscious or non-conscious
c. spontaneous or on request
d. formally or informally
Giving feedback to patients
Principles of giving feedback:
- describe concrete behaviour
- good and useful
- what you feel about the patients illness - make suggestions for improvements
- be concise
- don’t wait too long before giving feedback
- ask the patients reaction concerning given feedback
- pay attention to patient’s non-verbal behaviour
- does your feedback
- take patients resilence into account
Advantages of giving and receiving feedback
a. know about health status
b. can correct negative behaviour
c. clarifies interpersonal relationships between doctors and patients
d. behavioural change
e. enables doctor to express themselves
Importance of giving feedback
a. builds and maintain communication
b. corrects negative behaviuor
c. encourages patients performance
d. clarifies interpersonal relationship between doctor and patient
e. helps sender to provide advise, observation and recommendation to the patient
f. enables receiver to express health status
g. informs the receiver about their behaviour and how it can affect other
Factors influencing effective feedback in communication
a. ability of communicator like see, speak, and comprehend
b. receiver should also be able to interpret the message
c. perception - like values, experience, traits, and personality
d. personal space - hinders interaction between people
e. territoriality - concept between space and things that individual considers
f. roles and responsibility
g. time factor
h. environment
i. emotions and self-esteem
Tips on overcoming barriers of feedback in communication
a. clarity of the purpose
b. completeness
c. conciseness
d. feedback
e. empathy
