Therapeutic Communication Chapter 4 Copyright © 2017, Elsevier Inc. All Rights Reserved. 1 Learning Objectives Lesson 4.1: Therapeutic Communication 1. 2. 3. Define, spell, and pronounce the terms listed in the vocabulary. Discuss first impressions and patientcentered care. Do the following related to communication paths: • • • Identify styles and types of verbal communication. Identify types of nonverbal communication. Recognize and respond to verbal and nonverbal communication. Copyright © 2017, Elsevier Inc. All Rights Reserved. 2 Learning Objectives Lesson 4.1: Therapeutic Communication (Cont.) 4. 5. 6. 7. Recognize communication barriers. Summarize factors that should be considered when communicating with diverse patient populations. Identify techniques for overcoming communication barriers. Do the following related to communication during difficult times: • • • Recognize the elements of oral communication using the sender-receiver process. Apply feedback techniques, including reflection, restatement, and clarification, to obtain information. Discuss open and closed questions or statements. Copyright © 2017, Elsevier Inc. All Rights Reserved. 3 Learning Objectives Lesson 4.1: Therapeutic Communication (Cont.) 8. 9. Discuss important factors about therapeutic communication across the life span. List and explain the levels of Maslow’s hierarchy of needs. Copyright © 2017, Elsevier Inc. All Rights Reserved. 4 First Impressions Physical dress and appearance Have a positive attitude Show compassion Always smile Communicate effectively Copyright © 2017, Elsevier Inc. All Rights Reserved. 5 Patient-Centered Care Innovative approach to the planning, delivery, and evaluation of healthcare Grounded in mutually beneficial partnerships among healthcare providers, patients, and families Each patient has a unique set of needs Good communication skills are vital Applies to patients of all ages and may be practiced in any healthcare setting Copyright © 2017, Elsevier Inc. All Rights Reserved. 6 Verbal and Nonverbal Communication Verbal communication Uses words and sounds Nonverbal communication Uses body language, gestures, mannerisms, eye contact, facial expressions, posture, touch, etc. Copyright © 2017, Elsevier Inc. All Rights Reserved. 7 Verbal Communication Oral and written Always enunciate Avoid using sarcasm and caustic remarks Eye contact is critical Always be professional Words and sounds Pitch Tone of voice Word choice Copyright © 2017, Elsevier Inc. All Rights Reserved. 8 Verbal Communication (Cont.) Electronic communication is efficient, but use caution Patient confidentiality Must ensure patient is receiving the information Do not use abbreviations in text messages Do not use all caps in text messages or e-mails Copyright © 2017, Elsevier Inc. All Rights Reserved. 9 Nonverbal Communication Body language Gestures Mannerisms Appearance Self-esteem and confidence Facial expressions Copyright © 2017, Elsevier Inc. All Rights Reserved. 10 Nonverbal Communication (Cont.) Copyright © 2017, Elsevier Inc. All Rights Reserved. 11 Recognizing and Responding to Verbal and Nonverbal Communications Keep eye contact Look for signs of trouble If crying, ask cause Reassure patient of safety Beware of abnormal behaviors Use correct documentation Copyright © 2017, Elsevier Inc. All Rights Reserved. 12 Communication Barriers Effective communication requires the delivery of a clear message to the patient Communication barriers can arise from both medical assistants and patients Copyright © 2017, Elsevier Inc. All Rights Reserved. 13 Communication Barriers (Cont.) Providing unwanted assurance Giving advice Encourage further discussion with the provider Using medical terminology Instead use a reflective response Adjust your vocabulary to fit the patient Leading questions Implies disapproval Copyright © 2017, Elsevier Inc. All Rights Reserved. 14 Communication Barriers (Cont.) Talking too much Stereotyping Push preconceived notions aside Physical impairment Always listen more than you talk Adjust as appropriate Language Confirm understanding Copyright © 2017, Elsevier Inc. All Rights Reserved. 15 Sensitivity to Diversity Empathy is the key to creating a caring, therapeutic environment Many different factors influence the development of a value system They begin as learned beliefs and behaviors Families and cultural influences shape the way we respond to a diverse society Copyright © 2017, Elsevier Inc. All Rights Reserved. 16 Overcoming Barriers to Communication Treat every person as an individual Understand all points of view Discuss calmly Respect others’ opinions Copyright © 2017, Elsevier Inc. All Rights Reserved. 17 Overcoming Barriers to Communication (Cont.) Communication during difficult times Always remain calm Patience is important Determine the best way to help the patient out of any immediate danger The key is to listen Copyright © 2017, Elsevier Inc. All Rights Reserved. 18 Therapeutic Techniques Linear communication model describes communication as an interactive process Involves sender, receiver, and feedback The verbal messages you send are only part of the communication process Feedback from the patient is crucial Copyright © 2017, Elsevier Inc. All Rights Reserved. 19 Active Listening Techniques Hearing Listening Process, function, or power of perceiving sound Paying attention to sound or hearing something with thoughtful attention Three processes involved: Reflection Restatement Clarification Copyright © 2017, Elsevier Inc. All Rights Reserved. 20 Open and Closed Questions or Statements Open questions ask for general information Use these to begin a conversation with a patient or to introduce a new section of questions Closed questions ask for specific information Usually limit answer to “yes” or “no” Use these when you need confirmation of specific facts Copyright © 2017, Elsevier Inc. All Rights Reserved. 21 Communication Across the Life Span Use an age-specific approach Make sure the environment is safe and attractive Do not keep children and their caregivers waiting any longer than necessary Do not offer a choice to a child unless the child can truly make one Listen to patients’ concerns Coach patients based on their cultural diversity, developmental age, and communication style Copyright © 2017, Elsevier Inc. All Rights Reserved. 22 Maslow’s Hierarchy of Needs Physiologic needs Safety and security Love and belonging Esteem and recognition Self-actualization Copyright © 2017, Elsevier Inc. All Rights Reserved. 23 Maslow’s Hierarchy of Needs (Cont.) Copyright © 2017, Elsevier Inc. All Rights Reserved. 24 Patient Education Provide education to patients in a variety of formats Always explain literature given Ask patients to repeat instructions Recognize emotional needs Always ask questions Copyright © 2017, Elsevier Inc. All Rights Reserved. 25 Legal and Ethical Issues All communication with patient must be professional and accurate Never give advice unless approved by physician first Always discuss patient care issues with the physician Never agree to withhold information from the physician Use excellent documentation skills Copyright © 2017, Elsevier Inc. All Rights Reserved. 26 Questions? Copyright © 2017, Elsevier Inc. All Rights Reserved. 27
