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COMM SKILLS for HEALTH PROFFESSIONALS - Coggle Diagram
COMM SKILLS for HEALTH PROFFESSIONALS
CHAPTER 1 THE COMMUNICATION PROCESS
THERAPEUTIC COMMUNICATION PROCESS
The communication between the HCP and the patient takes place to advance the patients well being and care
Three purposes. 1.collect health care related information 2. provide feedback 3. asses patients behavior when neccessary and modidy that behavior
5 steps of the communication process
The sender has an idea to communicate
2.Sender encodes a idea in a message, either spoken,written or nonverbal
The message travels over a channel
The receiver decodes the message
The receiver understands the message and sends feedback to the sender
NOISE. anything that inhibits effective communication
Different types
1.The receiver has physical pain
2.Receiver is distracted by fear or anxiety
3.There may be a language barrier or cultural difference
The receiver is not interested in what the sender has to explain or say
5.The channel may be faulty or may break down
CHAPTER 2 NON-VERBAL COMMUNICATION
THERE ARE MANY WAYS OF COMMUNICATING NON-VERBALLY
Body Movements, gestures, and facial expressions
70% non-verbal, 23% tone of voice, 7% chosen words
Ways of finding inner thoughts & feelings
Sitting or slouching
Arms relaxed or folded across their chest
Smiling or frowing
Most successful HCP match their nonverbal messages with their messages
:
Types of Non-verbal communication
(Kinesics) Body movement in communication
Gestures
May be involuntary or subconscious
Referred to as leakage when the
true feelings or aDtudes are
revealed by an individual.
Someone says they are not
afraid of a shot or blood and
they start wringing their hands
Posi:ve gestures include: thumbs up,
winks, handshakes, and fist bumps
Nega:ve gestures include: looking at
one’s watch, rolling one’s eyes, and
tapping one’s foot.
Touch
Helps ease patient's sense of isolation and decresase anxiety
Demonstrate care, empathy, sincerity
Inform patient when or where they will be touched during exam
Use appropiate form of touch
observe patients response to touch
Gaze Patterns 3 MAIN functions
Monitoring - Assesing how others appear or how a listener is responding to listener
Regulating - When the other person's time to speak
Expressing- feelings and emotions. EXAMPLE - Eye contact - Lack of eye contact - Staring
(Proxemics) Distance between patient and HCP
Personal Space
Intimidate distance - 1.5 feet apart
Personal distance- 1.5 to 4 feet
Social distance- 4 to 12 feet
Public distance- 12 feet
Patient can feel invaded if not aproached correctly
Approaches to lessen the anxiety
◦ Treat the pa:ent respec^ully
◦ Allow the pa:ent to exercise as much control over their surroundings as
possible
◦ Recognize the pa:ent’s need for privacy
Position
Maintain eye level conversation
DO NOT STAND OVER PATIENT- conveys superiority
Too far distance may convey avoidance
Face-to-face interaction increases patient satisfaction
Lean foward when interacting
Posture
Depression or discouragement is characterized by drooping head, sagging shoulders, low muscle tone
Anxiety increased muscle tone
Avoidance and rejection displayed by a closed body posture
CHAPTER 3 VERBAL COMMUNICATION
The use of words and sounds to transfer a message from a sender and receiver
Major Factors (GOOD)
Content & word choice
Grammar and pronunciation
Tone
Major Factors (BAD)
Expressive Tone
Directive Tone
Emphasis on certain words can create different patient inteprations
Small talk can help a patient who feels scared or have anxiety, even though should be limited
Using commentary to stay engaged with patient
Use standard english not slang words
AVOID MEDICAL TERMINOLOGY OR JARGON WITH PATIENT
Talk to the patient not at the patient while being a good listener
Help the patient be a good listener
Empathy helps show the patient you know how it feels like to be in their place
Sympathy shows sorry to the patient
QUESTIONIG THE PATIENT
OPENED ENDED QUESTION CAN GRASP MORE INFORMATION THAN CLOSED ENDED
CLOSED ENDED QUESTIONS ARE AS YES OR NO
MULTIPLE CHOICE GIVES THE PATIENT OPTIONS
VERBAL COMMUNICATION
DO- use the patients name
DON'T
Interrupt patient
Give patient unrelated information
Talk about self instead of patient
Tell the patient you know how they feel
