Client communication
Unit B
Communicating effectively
is important!
• Health care worker must be able to
relate to patients, families, coworkers, and other professionals.
• Understanding communication skills
will assist a person that is trying to
relate effectively
• Communication- is an exchange of
information, thoughts, ideas and
feelings.
Senders way
• 45% spoken
• 55% nonverbal
• Next slide Feedback-senders way
Assignment
• Worksheet (7:4) Effective
Communications Intro 1 and 2.
I Messages
• See packet
I messages….
• See handout (pg97)
• State your feelings –whether positive or
negative –directly and honestly.
• 3 parts
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Description of persons behavior
How the behavior made you feel
Explanation
(4) how you would like to see the behavior
change
“ I” Messages
Write your response to the following health care situations using “I” messages.
A young patient has been flirting with you and asks you on a date.
A patient asks you a personal question about your family.
You are talking with a patient who has just been diagnosed with lung cancer.
Your supervisor asks you to work a double shift for the third time this week.
You walk into the break room to find a co-worker eating your lunch.
pset because a patient you cared about has died, and one of your co-workers won’t stop
Your supervisor has just informed you that you have been given a raise.
A pediatric patient that you have grown close to is being discharged.
other health care worker do a patient, and you can’t seem to get your supervisor to sto
A patient tries to convince you to accept her religious views.
Unit 7:4 Effective
Communication
• Complete 1 thru 3f from worksheet
on pkt
• Do the next page….Data Compliance
test
Listening
• 1) Essential part of Effective
communication
• 2) means to pay attention
• 3) good listening requires
• a. Convey a sincere interest and concern
• B. Must be alert. Eye contact
• C. Must have an open mind
Listening cont…
• 4) observe speaker closely: watch
for action that contradict what is
said
• 5) Reflect statement back
a. Lets the speaker know statements
are being heard
b. Allows speaker to clarify message
Backward Communication
• Activity that will demonstrate the
different aspects of communications:
message, transmission, understanding
and feedback!
Bell
• Complete the Right side of the 7:4
worksheet
Non verbal
communication
• Use of facial expressions, body language, and touch to
convey messages or ideas.
• 2 different messages are sent if a person is smiling while
say” I am so angry”.
• You are conveying messages with a smile, a frown, a wink, a
shrug of the shoulders, a bored expression, a tapping of the
fingers,
• A touch of the hand, pat on the back, firm handshake and a
hug can convey more interest and caring then a kind word
• When verbal and nonverbal messages agree the receiver is
more likely to understand the message being sent
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Have students participate in the Trust Walk. Divide the class into
pairs. Once the activity begins, instruct students that one
member of the pair will be mute and the other blind. Use a
blindfold on one member of the pair.
In the activity, the non-speaking partner will lead
the blind partner around the school. It is
preferred that
the teacher lead the entire class in a line of pairs. The blind
student should
put his/her hands the shoulder of
the mute partner who is doing the leading.
The teacher will lead the group around the school, going over
obstacles, in and out of the school, etc. The leading (mute)
student cannot speak, and must use non-verbal behavior to
communicate directions to his/her partner. On the way back to
the classroom, partners should switch roles.
Trust Walk
• Need a face mask-write your name in
ink or with a marker
• Choose a partner
• (one of you) Use the mask to cover
your eyes
• One be the guide.
• Form a line and follow me!
Characteristics of Culture
Can Be Taught
Social in
Nature
Culture
Passed on from
generation to
generation
Circle Map-Defining in Context
Values,
Beliefs,
Attitudes
Complete work sheet
• Cultural Berries…find out from your
parents/grands who/what you are!
Bead activity….
• Who are the people around me?
• Answer the question(s) asked by placing one appropriately
colored bead in your cup
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African Americans---Red
Asian Americans---orange
European Americans---Yellow
Hispanic Americans---Green
Middle Eastern Americans---Purple
Native Americans---Blue
Pacific Islander---White
Assignment
• Complete worksheet…Barriers to
Communication. See text page 89
Defense Mechanisms-unconscious with
an acts that help a person deal
unpleasant situation. Provide a method
for maintaining self-esteem
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= Denial = Daydreaming
= Rationalization = Projection
= Repression = Withdrawal
= Displacement = Compensation
Defense Mechanisms
DEFENSE
DESCRIPTION
EXAMPLE
denial
arguing against an
anxiety
provoking
stimuli by
stating it
doesn't exist
denying that your physician's diagnosis of cancer is correct
and seeking a second opinion
displace
ment
taking out
impulses on a
less
threatening
target
slamming a door instead of hitting as person, yelling at
your spouse after an argument with your boss
projection
placing
unacceptable
impulses in
yourself onto
someone else
when losing an argument, you state "You're just Stupid;"
homophobia
rationaliz
ation
supplying a logical
or rational
reason as
opposed to
the real
reason
stating that you were fired because you didn't kiss up the
boss, when the real reason was your poor
performance
Defense/Description/Example
repression
pulling into the
unconscious
forgetting sexual abuse from your childhood due to the
trauma and anxiety
sublimation
acting out
unacceptable
impulses in a
socially
acceptable way
sublimating your aggressive impulses toward a career as a
boxer; becoming a surgeon because of your desire to cut;
lifting weights to release 'pent up' energy
suppression
pushing into the
unconscious
trying to forget something that causes you anxiety
• Complete worksheet…Defense
Mechanisms (some may have more
than one answer)-text pages 254255
Bellringer….
• Make sure all of information is
complete on the “Cultural Diversity”
Worksheet
• Be prepared to share….
• See pages 223-229
Myths on Aging (10:1)
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Institution?
65?
Incompetent?
Poverty?
Unhappy/lonely?
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Myth or Fact?
Age and Life expectancy
1. Aging is a process that begins at birth and end with death
2 Normal process
3. Few people want to grow old
? Myth: Most older people are cared for in institutions or longterm care facilities
Fact:
? Myth: Any one over a certain age is “old” such as 65.
Fact:
?Myth: Elderly people are incompetent and incapable of making decisions
or handling their own affairs
Fact:
?Myth: All elderly people live in poverty.
Fact:
?Myth: Older people are unhappy and lonely.
Fact:
?Myth: Elderly individuals do not want to work-they want to retire, and
have no interest in work...
Fact:
?Myth: Retired people are bored and have nothing to do with their lives.
Fact:
Aging/Psychological
Changes
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Work and Retirement
Social Relationships
Living Environment
Independence
Disease and Disability
(text Chapter 10- page 284)
Answer Questions…
• About the physical changes-from
10:2(starting on page 278)
• Text page 294 4 a-f
Recording and
Reporting
Making Observations
• Sense of sight
– Color of skin
– Swelling, edema
– Rash, sores
– Color of urine, stool
– Amount of food
eaten
– Etc.
Making Observations
• Sense of
smell
– Body odor
– Unusual
odors of
breath,
wounds, urine
or stool
Making Observations
• Sense of touch
– Pulse
– Skin dryness or
temperature
– Perspiration
– Swelling
Making Observations
• Sense of
hearing
– Used while
listening to
respirations,
abnormal body
sounds, coughs,
speech
Two Types of Observations
• Subjective
– “symptoms”, cannot be seen or felt
– statements by patient
• Objective
– “signs” that can be seen or
measured
– bruise, cut, rash, B/P
Basic Rules for Recording
• (outline 8…
• Recorded information must be
accurate, concise and complete
• Writing should be neat and legible
• Spelling and grammar must be
correct
• Only objective observations should
be noted
Basic Rules for Recording
• Record statements in patient’s own
words, in quotation marks
• Sign with name and title
• Errors – cross out neatly with
straight line, “error” and initials
c/o pain in neck neck
HIPAA
• Strict standards for maintaining
confidentiality of health care
records
• Patients must be able to see/obtain
their records, and control who sees
them
• Health care workers must protect
privacy of patient records
Recording and Reporting
Health care workers must listen carefully AND make observations.
They use their senses to:
See
 Color of skin, swelling or edema
Presence of rash or sore
Color of urine or stool
Amount of food eaten
Smell
 Body odor
Unusual odors of breath, wounds, urine or stool
Touch
 Pulse
Dryness or temperature of skin
Perspiration
Swelling
Hearing
 Respirations
Abnormal body sounds
Coughs
Speech
Observations should be reported accurately – use facts and report what you
saw, not the reasons.
NOT – “Mr. Ruiz is in pain.”
INSTEAD – “Mr. Ruiz is moaning and holding his side.”
Observations on a patient’s health record (chart) should be accurate, concise,
and complete.
Objective observations – what was seen.
DO NOT record what you feel or think.
If a patient’s statement is recorded, use the patient’s words and use quotation
marks.
Sign entries with name and title of the person recording the information.
Cross out errors neatly with a straight line, write error, and initial error.
Test review
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Chapters…
10 all
4:3
chapter 9:2 9:3 and 9:4