communication sue howard
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Communication
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Ad apt Communicationto In d ivid ual
Level of Un d erstan d ingCulture
A geEmotional StateDisability
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Wh ite-Coat
Syn d rome/ A nxiousPatient
Tense appearanceIncrease d BP, Pulse, RespirationsSweaty PalmsProblems wit h sleep an d /or appetite
Irritable an d agitate d
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Angry Patient
Fearful
Resentful of:IllnessLoss of ControlInvasion of Privacy
Remain Calm
Focus on Need
sGive SpaceA voi d
DefensivenessExpress Your View
Cause Response
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M ulticultural A ttitu d es
Illness cause d byforces of natureIllness cause d by bad bloo d or feelingsM
ayd
eny pain or express excessivelyM ay avoi d eyecontact
A voi d bias, preju d ice or stereotypingGet interpreter Learn basic p h rases
in oth
er languagesAd just voice levelto culture: Soft for A sian
Difference Response
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Visual ImpairmentLarge PrintAd equate Lig h tingNormal SpeakingVoicePreserve d ignity:Dont talk d own toOrient as nee d ed
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H earing ImpairmentSpeak SlowlySpeak in Lower ToneClear voice: DontSh out
Open-en d ed QuestionsW ritten M aterials
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Ch ild renTake FearsSeriouslyExplain A LLProce d uresPraiseBe Trut h fulInvolve Parents
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Verbal SkillsW arm, frien d ly,
voiceVerbalizeconcern
Encouragequestions
Repeat
instructionsSpeak slowly an d clearly
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Non-Verbal SkillsListen carefully
M aintain eyecontactS h ow intereste d
facial expressionsTouc h
Open posture
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Listening SkillsA ctive 2 way
Same levelOpen postureRelax listenEye contact
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M ore Listening SkillsGive a d equate personal space:
4 feet for conversation1 feet in personal contactT h ink before talkingProvi d e fee d back
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Listening BarriersPassive 1 way
Superior positionClose d posturePreten d ing h urrie dDarting eyes
S t e r e o
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M ore Listening BarriersPersonal spacetoo close or far C h anging subjectIrrelevant reply
Communicationnotacknowle d ged
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InterpersonalSKILLS
Empat h yRespectfulnessGenuineness
Open-min d ed nessSensitivity
BA RR IE R S
Sympat h y/pityDisrespectfulnessFalseness
Close-min d ed nessInsensitivity
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A SSERTIVENESSFIR M LY ST A NDING UP FOR YOURSELF W H ILE S H OW INGRESPECT FOR OT H ERS
Sign of strong lea d ers h ip abilities
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AGG R ESSIVENESSIMPOSING YOU R POSITION ONOTHE R S O R MANIPULATINGTHEM TO GO ALONG WITH
YOU R DESI R ES
Sign of weak lea d ersh ip abilities
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A pplications
Generalcommunication wit h :Family members
Frien d sPeersCo-workersA
uth
ority figures
H ealt h care relate d :
Patient: sc h ed uling,orientation,interviews, e d ucation,reassurance, problem-solving.Team up d ates,information requests,
sch
ed
uling, feed back