Communication Basics
The exchange of information between people
What is communication ?
Spoken words are this form of communication
What is verbal communication ?
Introducing yourself and listening actively help build this trusting connection.
This communicates competence and safety before a healthcare worker even speaks.
What is professional appearance ?
Beliefs and practices about health and illness may create this type of communication barrier.
What is a cultural barrier?
This person begins the communication loop by sharing a message
Who is the sender ?
Body Language, tone, space, appearance, and something touch belong to this form
What is nonverbal communication ?
Considering another person's feelings and perspective demonstrates this quality.
What is empathy?
What are accurate, clear and concise?
A patients voluntary agreement after understanding a procedure is called this
What is informed consent?
This person interprets the message
Who is the receiver ?
Speaking at a steady pace, choosing an appropriate tone, and pausing to think are examples of these
What are effective verbal techniques?
"That sounds frightening" is this type of supportive response.
What is a validating statement?
Healthcare workers should share only this amount of patient information?
What is necessary information?
Risks, benefits and these other possible choices must be explained for informed consent.
What are alternatives?
The response that lets the sender know how the message with understood
What is feed back?
A patients says, "I'm fine" but avoids eye contact and trembles. These cues may reveal the true message.
What are nonverbal cues ?
Protecting dignity and privacy and doing what you promised help strengthens this.
What is rapport?
Before using touch, explain what you are doing and seek this when possible.
What is permission?
A patient must have time to ask these and receive answers before giving informed consent.
What are questions?
Sender----Receiver-----this response completes the basic communication loop
What is Feedback?
Using words such as "partner" or the patients states pronouns demonstrates this verbal practice.
What is inclusive Language?
A patient is upset about a delay. The most therapeutic first response is to acknowledge this before explaining.
What are the patients feelings or perspective?
ex. I am so sorry that you are upset about this delay I understand how inconvenient that it is to be waiting
Facility policy, hygiene standards, cultural awareness and patient comfort cues should guide these two practices.
What are personal appearance and touch?
A patient nods but cannot explain the procedure back. This required part of informed consent has not been confirmed.
What is understanding?