Communication
Definition
The sharing of a
thought, idea or
feeling
Different forms of
communication:
Sender- creator of the message
Message- the information
Channel- the route
Receiver- individual who interprets the info
Feedback- response the receiver gives to the sender
Interference- anything that changes the meaning
Elements of the Communication Process
Types of Communication
Verbal
- Can be spoken or
written
- Helps the
healthcare worker
assess what the
patient knows and
feels
Non-Verbal
- What is not said
- Body language
- Non verbal messages
express more of the
true meaning
Barriers to Communication
Heavily medicated patients
Hearing or Visually Impaired
Using slang words
Language Barriers/ Limited English
Terminology
Cultural Differences
HCW need to be aware of their own
bias and attitudes
The receiver must have trust in the
HCW
HCW needs to be willing to say:
“I don’t know, but I will try to find
that information for you”
Conveying a Positive Attitude
1. Gestures
2. Body Language/
Posture
3. Facial Expressions
4. Eye Contact
5. Object Communication
6. Touch
Nonverbal Communication
Gestures
Differ by culture
Can be used in addition to
words
Express variety of feelings
Wink
Facial Expressions
Most expressive part of
the body
6 (+1) universal emotions
shown!
Anger
Eye Contact
Often initiates communication
Cultural Differences
Means respect and a
willingness to listen
- some view eye contact as
an invasion of privacy
Looking away means anxiety,
or avoidance of communication - it can be considered
disrespectful
Object Communication
Clothing and Hairstyles
Healthy people with good self- esteem pay attention to
dress and grooming.
People feeling ill show less interest in appearance and
dress.
HCW should: have uniforms clean, neat and fit well;
appear appropriate
Touch
Multiple Meanings
Positive Messages
- reassurance
- share warmth
- approval
- emotional support
Negative Messages
- anger
- frustration
- punishment
- invasion of personal space