6 steps
Determine if the goal was met
what is STEP SIX 'evaluate the encounter and revise the message'
Make sure your mouth is visible to the listener, speak slowly but do not shout or exaggerate words
Who are patients who have hearing impairments
How did you fall?
what is open-ended
The person who creates and delivers a message
who is the sender
Understanding another person's thoughts, feelings, and behavior
what is empathy
Employ listening and observational techniques to determine whether the message was received as intended
what is STEP FOUR 'listen to the response'
never respond in anger or argue with the patient, remain calm, listen, express concern
who are patients who are angry
What is your name?
what is closed-ended
Includes tone of voice, body language, gestures, facial expressions, touch, and physical appearance
what is nonverbal communication
The receiver rewords the sender's message in the receiver's own words and then asks the sender for confirmation
what is paraphrasing
Determining what is to be accomplished; considering the patients needs, current circumstances, and duties assigned to the HCP
what is STEP ONE 'set communication goals'
patients who may have strong needs to share their fears and concerns, may want to talk about death and desire to complete unfinished life tasks
who are patients who are terminally ill
Can you tell me more about when you get these headaches?
what is probing
This person is also called the listener
who is the receiver
Focusing fully on what the speaker is saying
what is active listening
Select and organize appropriate content based on the communication goals.
what is STEP TWO 'create the message'
Agree or distract with a different subject when what the patient says does not make sense or is repetitive
who are patients with Alzheimer's Disease
Why do you think you are feeling sad?
what is open-ended
Body movements that convey ideas or actions
what is pantomine
Requesting clarification and additional information
what is asking questions
what is STEP FIVE 'offer feedback'
Offer hope but do not advise them to cheer up or be positive, listen carefully without judging
who are patients who are depressed
Would you describe your pain as sharp, dull, or aching?
what is leading
Effective communication specifically aimed at meeting the needs of patients
what is therapeutic communication
Feeling sorry for or taking pity on the other person
what is sympathy