Educate the Educator - Communication in Healthcare

This module emphasizes the importance of effective communication between and among healthcare employees and their clients/individuals.

Verbal and nonverbal communication, listening skills, interpersonal communication, team communication, documentation and reporting, and the use of electronic communication devices are included.

Focus is on the development of effective communication skills to support quality client/individual care.

Communications in Healthcare Settings Module Description

This module consists of 8 competencies.

Each competency is divided into unit competencies with learning activities to help students master the competency.

Each learning activity is explained on the Module Outline and the resources described.

Choose the learning activities that best meet your classroom needs.

Module Outline and Instructor Resources

• Find these learning activities and resources on the website or create your own.

• The Course Outline also has documents that the instructor can use in teaching the lesson.

• These competencies are listed on the following slide and will then be addressed throughout the remainder of the power point.

Click on the following links for course information.

Communications in Healthcare Settings Syllabus

Communications in Healthcare Settings Module Competencies and Instructor Notes

Module Outline and Instructor Resources

• Describe the components of verbal and nonverbal communication and situations in which these skills can be effectively used.

• Explain how active listening can improve client/individual and team communication.

• Use a variety of communication techniques to achieve effective interpersonal and team communications.

• Describe communication skills that are important when managing conflict.

Communications in HealthcareModule Competencies

• Explain the components of accurate and appropriate documentation and reporting including common medical abbreviations.

• Explain the roles and responsibilities of team members.

• Describe the use of information technology in healthcare settings.

• Using a problem solving process applied to healthcare situations, describe how healthcare workers can effectively communicate with their clients/individuals and team members.

Communications in HealthcareModule Competencies

"Weird Al" Yankovic - Word Crimes

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Competency 1

Describe the components of verbal and nonverbal communication and situations in which these skills can be effectively used.

Three units and learning activities round out the learning for this first competency:

1. Name two types of communication and give examples of each.

2. Describe the components of communication.

3. List examples of barriers to effective communication.

Competency 1

Hubert H. Humphrey:

“The right to be heard does not automatically include the right to be taken seriously.”

Ernest Hemingway:

“When people talk, listen completely. Most people never listen.”

Franklin Delano Roosevelt:

“Be sincere; be brief; be seated.”

Communication Quotes to Ponder

Recommended Content

Two types of communication are addressed at the beginning of this module.

• Verbal communication• Non-verbal communication

Types and Examples

Verbal Communication

Verbal communication is when we send our message by speaking or writing to a receiver (person).• It is primarily oral communication often supported with visual

aids.• Words and feelings can be conveyed • Can be face-to-face, telephone or written• Key components are sound, words, speaking, language,

pace and intonation, simplicity, clarity and brevity, timing and relevance, adaptability, credibility, and humor

Types and Examples

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

Non-Verbal Communication• Defined as “a process of communication through

sending wordless messages” or “body language”• Communicating through the use of gestures, body

movements, facial expressions, posture, gait, use of touch and physical appearance including adornments, such as hairstyles, tattoos, body piercing, clothing

• May have to ask sender for correct message being sent.

Types and Examples

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

Non-Verbal Communication includes:

Facial Expressions

Eye Movements

Placement and Movements of Hands, Arms, Head, and Legs

Body Posture and Orientation

Variation in Voice Characteristics

• Speaking Rate and Pause Duration

• Pitch or Frequency

• Intensity and Loudness

Types and Examples

University of Mississippi Business Faculty, 2004

Nonverbal communication tells more about what the person is feeling

than what he/she has actually said (occurs less consciously than verbal)

Nonverbal communication:

• Expresses emotions

• Expresses interpersonal attitudes

• Accompanies speech in managing the cues of interaction between

speakers and listeners

• Self-presents one’s personality

Nonverbal communications are used in rituals, i.e. greetings: hand-

shake, waving good-bye

Types and Examples

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

Components of Communication

Recommended Content

Present the 4 components of communication to the students.

1. Sender

2. Message

3. Receiver

4. Feedback (Response)

These components are responsible for providing effective communication.

Components of Communication

Effective communication takes thought

Individuals have to go beyond knowing the information that

they want to express

• Steps need be taken to best present information in a clear

and concise manner

• Built on a trusting relationship with another (patient and

support person)

• Necessary for establishment of healthcare worker and clientBerman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

All 4 steps are required for effective communication and must be done in the proper order.

These steps will be introduced on the following slides.

1. Sender

2. Message

3. Receiver

4. Feedback (Response)

Components of Communication

The Sender - Person or group who wishes to convey a message to another

Characteristics of the sender:• Speaking clearly• Organizing thoughts • Proper grammar • Eye contact • Accurate information

Components of Communication

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

The Message

• Most important element in communication process.• The message can be delivered in many forms, i.e. written

form, spoken word, gestures, or even body art (tattoos and piercings)

• The message isn't necessarily what the sender intends it to be. Rather, the message is what the receiver perceives the message to be.

Components of Communication

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

The Receiver

The listener (One who listens, observes and attends)

Who is receiving the message? Who is your audience? • As the healthcare provider, your patient and their family are

the receivers.• “Often times the receiver is sitting across the table from the

sender, however now that technology has taken us to new places, the receiver can be across an ocean.”

Components of Communication

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

The Feedback

The receiver returns a message to the sender.• Can be verbal, nonverbal, written (emails)• Critical to effective communication• Summarizes the message• Allows evaluation of the message and allows sender to

correct or reword the message or sender knows message was interpreted accurately as sender intended

Components of Communication

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

In addition to components of communication, the following list of effective communication techniques is vital to good communication.

This list of techniques includes simple techniques to those that may take a lifetime to master. Reduce background noise Listen attentively Pace speech Allow time for response Maintain eye contact Speak clearly and loudly Show interest in what is being said

Components of Communication

Recommended Content

• It is critical to send clear messages when communicating to those around us. Our messages convey feelings, thought, ideas, and emotions.

• Barriers to communication prevent proper, healthy communication to occur.

Barriers to Communication

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008)

The curriculum for this module identifies several common barriers

to communication.• Hearing loss• Vision loss• Belittling a person• Speaking a different language than the receiver• Negative attitudes• Defensiveness• Prejudice or judgmental attitude

Barriers to Communication

• Dominating the conversation• Appearing too busy or in a hurry• Giving false or inappropriate reassurance• Too much background noise or inappropriate environment• Constant cell phone usage• Inappropriate usage of texting

The following slide offers communication styles that put up barriers to communication.

Barriers to Communication

Style Examples

Threatening, Warning “You better clean up your room or else you won’t be able to use the computer.”

Preaching “You should be ashamed of yourself for the way that you incorrectly transferred that patient…..You ought to…..”

Ordering “You must….You will…You have to…..”

Lecturing “You always…..You never….”

Barriers to Communication

Assignment Resources Notes

CHC Competency #1: Barriers to Communication

Assignment on website

Students reflect on a time when they were communicating with another person and 1 or 2 barriers of communication were used.

CHC Competency #1: “I Have A Dream”

Assignment on website

Students view Dr. Martin Luther King, Jr.’s speech and reflect on communication styles.

Competency 1:

Recommended Learning Activities

Competency 2

Explain how active listening can improve client/individual and team communication.

This competency consists of two units and related learning activities.• List basic listening skills• Describe active listening skills

Competency 2

Recommended Content

The basic listening skills for effective communication are:• Clear your mind of distractions• Face the speaker• Maintain good eye contact• Do not cross arms• Lean toward the speaker• Do not interrupt the speaker• Give the speaker your full attention

Basic Listening Skills

Here are a few additional tips for being a good listener.

Let the speaker finish before you begin to talk. Speakers appreciate finishing their thought without being interrupted.

Let yourself finish listening before you begin to speak! You can't really listen if you are busy thinking about what you want say next.

Basic Listening Skills

Listen for main ideas

• The main ideas are the most important points the speaker wants to get

across.

• Main ideas may be mentioned at the start or end of a talk, and

repeated a number of times.

Ask questions

• If you are not sure you understand what the speaker has said, just ask.

• It is a good idea to repeat in your own words what the speaker said to

be sure your understanding is correct.

Basic Listening Skills

Recommended Content

Active listening is a skill of being mindful during the conversation and understanding your role/biases as you hear the message. It is a skill that must be practiced to accomplish.

Active Listening Skills

Recommended Content

Active listening skills include:• Paying attention to the verbal and non-verbal message• Focusing on the client’s needs, not your own• Being aware of your own biases• Conveying an attitude of caring and respect with the client

Active Listening Skills

Verbal Communication

Effective Active Listening

Visualize

EncourageClient to Talk

Make NoAssumptions

Paraphraseand Repeat

MonitorNon-Verbal

PayAttention

Culprits of non-active listening can include:• Finishing others’ thoughts• Tolerating or creating distractions• Faking paying attention• Creating early assumptions without keeping an open mind• Calling the subject uninteresting• Criticizing the speaker or the topic being discussed

Active Listening Skills

Assignment Resources Notes

CHC Competency #2: Active Listening

Worksheet on website Students watch YouTube video, “Effective Listening Skills”, then answer questions on a worksheet

Competency 2:

Recommended Learning Activities

Berardo, K. (2007). 10 Strategies for overcoming language barriers. Retrieved from http://www.culturosity.com/pdfs/10%20Strategies%20for%20Overcoming%20Language%20Barriers.pdf

Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008). Communicating. In A. Berman, S.J. Snyder, B. Kozier, and G. Erb (Eds.). Kozier and Erb’s Fundamentals of nursing: Concepts, process, and practice (8th ed.) (pp. 459-85). Upper Saddle River, NJ: Prentice Hall

Cherry, K. (2011). Top 10 Nonverbal Communication Tips Improve Your Nonverbal Communication Skills With These Tips. Retrieved from http://psychology.about.com/od/nonverbalcommunication/tp/nonverbaltips.htm

References

Ethnologue Organization. (n.d.) Retrieved from http://www.ethnologue.com

Industrial Engineering. (n.d.) Communication and Consumer Behavior. Retrieved from http://industrialeducation.blogspot.com/2009/07/communication-consumer-behavior.html

Kathol, D. (2006). Communication. In B.L. Christensen and E. O. Kockrow (Eds.). Foundations and adult health nursing (5th ed.) (pp. 33-52). St. Louis, MO: Elsevier, Mosby

McGill, I. and Beaty, L. (1994). Action learning: A guide for professional management and educational development (2nd ed.). Sterling: VA: Stylus Publishing Inc.

References

Medical Education Division of Brookside Associates. (2007). Patient relations. Nursing fundamentals I. Retrieved from http://www.brooksidepress.org/Products/Nursing_Fundamentals_1/lesson_1_Section_2.htm

Ramon, P.R. and Niedringhaus, D. M. (2008). Client Communication. Fundamental nursing care (2nd ed.) (pp. 226-242). Upper Saddle River, NJ: Person Prentice Hall

University of Mississippi Business Faculty. (2004). Module 4: Communication Skills. Retrieved from faculty.bus.olemiss.edu/dvorhies/.../Module%2004%203E.ppt

References

Author: Dede Carr, BS, CDA, LDA; Pat Reinhart, RN

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