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Healthcare Communication - Coggle Diagram
Healthcare Communication
Chapter 1: The Communication Process
Therapeutic Communication
: Communication between the HCP and the patient (as well as the patient's family) that takes place to advance the patient's well-being and care.
3 Main purposes: 1. To collect healthcare-related information about the patient; 2. To provide feedback in the form of healthcare-related information, education, and training; 3. To assess the patient's behavior and, when appropriate, to modify that behavior.
5 Step Communication Process:
Step 1: The Sender has an Idea to Communicate.
Step 2: The Sender Encodes the Idea in a Message.
Step 3: The Message Travels Over a Channel.
Channel
: Means or medium in which the message is sent. Ex: Telephone, face-to-face, written down, electronic, drawn picture, body language, facial expressions, or use of hand gestures.
Step 4: The Receiver Decodes the Message.
Decodes
: Translate the original message from its encoded form to its understandable form.
Noise
: Anything that disrupts or inhibits the communication process.
Step 5: The Receiver Understands the Message and Sends Feedback to the Sender.
Chapter 2: Nonverbal Communication
Types of Nonverbal Communication
Kinesics
: Involves body movement in communication; gestures, facial expressions, and gaze patterns.
Gestures
: include movements of the head, hand, eyes, and other body parts. Positive and Negative gestures. May be involuntary or subconscious = leakage.
Facial Expressions
: provide source of information regarding emotions. Pain is important to pay attention to.
Gaze Patterns
: may be used to assess how others appear, to regulate conversation, or to express feelings and emotion.
Monitoring
: assessing how others appear.
Regulating
: regulate conversation, indicating when its the others turn to talk.
Expressing
" feelings and emotion.
Proxemics
: involving the physical distance between people when they communicate; territoriality and personal space, position, and posture.
Touch
: Ease patients sense of isolation; demonstrate caring, empathy, and sincerity; offer reassurance, warmth, and comfort.
Personal Space
:Intimate - up to 1.5 ft; Personal - 1.5 to 4 ft; Social - 4 to 12 ft; Public - more than 12 ft
Position
: Maintain a close but comfortable position, arms length.
Posture
: The position of the body and limbs as well as muscular tone, may reveal a great deal about emotional status.
Closed body
: avoidance and rejection.
Open body
: showing confidence is the maintenance of relaxation.
Chapter 3: Verbal Communication
Verbal Communication
: use of spoken words and sounds to successfully transfer a message from the sender to the receiver.
Content and Word Choice
Grammar and Pronunciation
Tone
Expressive Tone
: spontaneous, emotional, and uninhibited. Express our feelings, jokes, or complain
Direct Tone
: authoritative and judgmental. Give orders, exert leadership, or pass judgement.
Problem-Solving Tone
: Rational, objective, and unbiased. Using analytical portion of our brains to come to the correct answer about a certain set of circumstances.
Things to use is Emphasis, Small talk, and commentary.
Important Practices
: 1. Send a clear message; 2. Use standard english and not slang; 3. Avoid using medical jargon when speaking to the patient; 4. Talk to the patient, not at the patient, and be a good listener; 5. Help the patient to be a good listener.
Developing Skills for listening and paraphrasing
: 1. Build a Rapport - Human Connection; 2. Focus on the patient and keep them talking.
Providing Empathy and Understanding
: 1. Know the difference between Empathy and Sympathy.
Empathy
: feel what another person is feeling, that is, to be able to put yourself in another's shoes.
Sympathy
: Have an awareness of what another person is feeling, and to feel sadness or pity at the other person's suffering, that is, to feel sorry for that other person.
Questioning the Patient
: 1. Open-ended questions; 2, Closed questions; 3. Multiple choice questions.
Do's and Don'ts
: 1. Do not interrupt; 2. Use the patient's name; 3. Do not give the patient unsought or unrelated advice; 4. Do not talk about yourself instead of talking about the patient; 5. Do not tell the patient you know how they feel.
Reference: McCorry, K.L., Mason, J. (2011). Communication Skills for the Healthcare Professional. Lippincott Williams & Williams.