2.14
2.13
2.15
Foundation Standard 2: Communications
Recognize elements of communication
using the sender-receiver model.
Report subjective and objective
information.
Apply speaking and listening skills.
How has the delivery of healthcare in
America changed over the past 20 years?
• Growth of managed care
• Decreased hospital stays – patients are more
responsible for their care
• Increase in preventable conditions increased
need for health education
• Increased need for improved communication
Healthcare Communication
• Remember that in a
healthcare setting,
nonverbal cues are
important elements of
the communication
model.
• Identify the elements
of communication in
this illustration.
Nonverbal Communication
• Can a healthcare workers facial expressions
create anxiety for a patient? How?
• Do you think healthcare workers smile enough?
Why?
• What type of body language sends message of
impatience?
• When is the use of touch
appropriate/inappropriate in healthcare setting?
• Has technology improved or negatively impacted
communication? Explain.
Barriers to Communication
• What type of barrier do each of the
following try to improve?
• Eye contact
• Speak slowly
• Patience
• Respect
Healthcare Information can be
Subjective or Objective
• Subjective
– Cannot be seen or felt
– Often called symptoms
– Usually statements or complaints from the
patient
– Use the patient’s exact words
Subjective Symptoms
I think I’m
gonna
throw up.
My tummy
hurts.
It’s really
sore on my
chest.
I don’t feel
very good.
Healthcare Information can be
Subjective or Objective
• Objective
– Can be seen or measured
– Often called signs
– Information collected by the senses
Objective Signs of Illness
•
•
•
•
Pulse rapid, irregular and thready
Skin cold and clammy
No respirations
Lips cyanotic
Subjective or Objective?
1.
2.
3.
4.
5.
6.
7.
8.
Coughing
Fatigue
Headache
Foul smelling breath
Did not eat anything
Speech slurred
Joints ache
Nervousness
•
•
•
•
•
•
•
•
Objective
Subjective
Subjective
Objective
Objective
Objective
Subjective
Subjective
Elements of Communication
Sender
Receiver
Message
Feedback
Communication Model Questions
• What could
happen to block
any of the
elements of
communication?
• Is the message always verbal?
• Is the feedback always verbal?
• What interruptions or distractions could
interfere with communication?
Feedback Methods
• Paraphrasing – reword the sender’s
message and ask for confirmation.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “So you think we should order an
antidepressant?”
Feedback Methods
• Reflecting – prompts the sender to add
more detail to the original message.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “So you think we should order her
medication, such as…?”
Feedback Methods
• Asking Questions – request clarification
or more additional information.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “Why? Is her current treatment not
controlling her anxiety?”
Feedback Methods
• Requesting examples – examples can
help explain or clarify meaning.
• Dr. Smith: “I think Mrs. Jones needs more
aggressive treatment for her anxiety.”
• Dr. Shevlin: “What kind of treatment are you
thinking about?”
Obtaining Feedback
• Respond to this call
to a veterinary office
from a pet owner.
• Paraphrasing
• Reflecting
• Asking questions
• Requesting
examples
I need to make an
appointment for my
dog. She’s not doing
very well.
Rules for Effective Communication
Message must be clear
Sender must deliver message clearly and
concisely
Receiver must be able to hear and receive the
message
Receiver must be able to understand the
message
Interruption or distractions must be avoided
Speaking Skills
•
•
•
•
•
•
Speak appropriately to age/status of receiver.
Use appropriate terminology or words.
Ask open-ended questions.
Speak slowly and clearly.
Try to be eye-level with receiver.
Make sure your non-verbal is consistent with
your words.
Listening Skills
•
•
•
•
•
Show interest and concern.
Stay alert and maintain eye contact.
Avoid interrupting.
Pay attention to what speaker is saying.
Avoid planning your response while speaker
is talking.
Listening Skills
• Try to see other person’s point of view.
• Find a quiet or private location.
• Watch speaker’s facial expressions for
consistency with words.
• Ask for clarification when needed.
• Maintain a positive attitude.