its all about what you say and how you say it

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Its all about what you Its all about what you say and how you say it say and how you say it Sharon Conner MSN, RN, CMSRN Sharon Conner MSN, RN, CMSRN INTEGRIS Health INTEGRIS Health Nursing Education and Nursing Education and Research Research

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Its all about what you say and how you say it. Sharon Conner MSN, RN, CMSRN INTEGRIS Health Nursing Education and Research. Communication. Communication is defined as: Exchange of Information :  the exchange of information between people. Methods of Communication : Speaking Written - PowerPoint PPT Presentation

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Page 1: Its all about what you say and how you say it

Its all about what you say and Its all about what you say and how you say ithow you say it

Sharon Conner MSN, RN, CMSRNSharon Conner MSN, RN, CMSRNINTEGRIS HealthINTEGRIS Health

Nursing Education and ResearchNursing Education and Research

Page 2: Its all about what you say and how you say it

CommunicationCommunication

Communication is defined as:Communication is defined as:Exchange of InformationExchange of Information: : the exchange of information the exchange of information between people.between people.

Methods of CommunicationMethods of Communication::SpeakingSpeakingWrittenWrittenSign language Sign language Non-VerbalNon-Verbal

Page 3: Its all about what you say and how you say it

It what you say, how you say, and It what you say, how you say, and how you act when you say ithow you act when you say it60%

10%

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Page 4: Its all about what you say and how you say it

Stages of CommunicationStages of Communication

Page 5: Its all about what you say and how you say it

Barriers to CommunicationBarriers to Communication

The message:The message:– Too long, too fast Too long, too fast – UnorganizedUnorganized– ErrorsErrors– Poor verbal and body language Poor verbal and body language Other barriersOther barriers– CulturalCultural– EnvironmentalEnvironmental– SituationSituation– LanguageLanguage

Page 6: Its all about what you say and how you say it

Overcoming the BarriersOvercoming the BarriersShorten the message and slow down your deliveryShorten the message and slow down your deliveryOrganize your thoughts before you have that conversationOrganize your thoughts before you have that conversationMake sure the information is accurateMake sure the information is accuratePay attention to your tone, body language and words that you usePay attention to your tone, body language and words that you useBe sensitive to other cultures.Be sensitive to other cultures.Give time for the person receiving the message to convert it into Give time for the person receiving the message to convert it into their language and then back into Englishtheir language and then back into EnglishMake sure the environment is conducive. Meaning that it is not too Make sure the environment is conducive. Meaning that it is not too noisy or filled with distractionsnoisy or filled with distractionsIf it is an emotionally charged conversation allow time for the If it is an emotionally charged conversation allow time for the expression of feelings and that the conversation can not be heard expression of feelings and that the conversation can not be heard by othersby others

Page 7: Its all about what you say and how you say it

Listening is the key to good Listening is the key to good communication!communication!

Become an active listener:Become an active listener:– Pay attention to the speakerPay attention to the speaker

Look at them directlyLook at them directlyPut aside distracting thoughts. Do not mentally Put aside distracting thoughts. Do not mentally prepare a rebuttalprepare a rebuttalAvoid outside distractionsAvoid outside distractions““Listen” to the speakers body languageListen” to the speakers body language

Page 8: Its all about what you say and how you say it

Listening is the key to good Listening is the key to good communication!communication!

Show that you are listeningShow that you are listening– Nod occasionallyNod occasionally– Smile and use other facial expressionsSmile and use other facial expressions– Have an open and inviting postureHave an open and inviting posture– Use comments like “yes”, “uh huh”, “go on” to Use comments like “yes”, “uh huh”, “go on” to

encourage the speaker to continueencourage the speaker to continue

Page 9: Its all about what you say and how you say it

Listening is the key to good Listening is the key to good communication!communication!

Provide feedbackProvide feedback– Take a few moments to reflect what is being Take a few moments to reflect what is being

saidsaid– Paraphrase what is being said. “What I am Paraphrase what is being said. “What I am

hearing…” “Sounds like you are saying..”hearing…” “Sounds like you are saying..”– Ask questions to clarify certain points. Ask questions to clarify certain points.

Page 10: Its all about what you say and how you say it

Listening is the key to good Listening is the key to good communication!communication!

Defer JudgmentDefer Judgment– Interrupting is a waste of timeInterrupting is a waste of time– It frustrates the speakerIt frustrates the speaker– Limits full understanding of the messageLimits full understanding of the message

InsteadInstead– Allow the speaker to finishAllow the speaker to finish– Don’t interrupt with counter argumentsDon’t interrupt with counter arguments

Page 11: Its all about what you say and how you say it

Listening is the key to good Listening is the key to good communication!communication!

Respond appropriatelyRespond appropriately– Be candid, open and honest with your Be candid, open and honest with your

responseresponse– Assert your opinions respectfullyAssert your opinions respectfully– Treat the other person like you want to be Treat the other person like you want to be

treatedtreated

Page 12: Its all about what you say and how you say it

Communicating with the Hearing Communicating with the Hearing ImpairedImpaired

When talking to someone who is hearing When talking to someone who is hearing impaired make sure you do the following:impaired make sure you do the following:– Make sure they can see your face when you Make sure they can see your face when you

are talking with them. are talking with them. – They often rely on interpretation of your facial They often rely on interpretation of your facial

expressions. expressions. – Minimize background noise.Minimize background noise.– Do not have gum or candy in your mouth. This Do not have gum or candy in your mouth. This

distorts your enunciation of the words.distorts your enunciation of the words.

Page 13: Its all about what you say and how you say it

Communicating with the Hearing Communicating with the Hearing ImpairedImpaired

If your patient is deaf:If your patient is deaf:– Access the TTY phone (see handouts)Access the TTY phone (see handouts)– Sign Language interruptersSign Language interrupters– Use pen and paperUse pen and paper

Page 14: Its all about what you say and how you say it

Susie SunshineSusie SunshineMrs. Ohno was admitted to your unit 3 days ago Mrs. Ohno was admitted to your unit 3 days ago with a broken hip. She had fallen at home and with a broken hip. She had fallen at home and laid in her kitchen for 4 hours before her laid in her kitchen for 4 hours before her daughter Lisa Imhere found her. Lisa has visited daughter Lisa Imhere found her. Lisa has visited everyday and has spoken with the physician and everyday and has spoken with the physician and social worker about her mother’s care. Susie social worker about her mother’s care. Susie Sunshine is her other daughter who lives in Sunshine is her other daughter who lives in California. Lisa has realized for that a time California. Lisa has realized for that a time would come when her mother would no longer would come when her mother would no longer be able to stay by herself. However Susie has be able to stay by herself. However Susie has not been home for the last 2 years. Susie calls not been home for the last 2 years. Susie calls today to check on her mothers condition. today to check on her mothers condition.

Page 15: Its all about what you say and how you say it

The phone rings and you answer by The phone rings and you answer by saying “This is _____ on 12saying “This is _____ on 12thth floor how floor how may I help you?” The caller says “I want to may I help you?” The caller says “I want to know how my mother is doing.”know how my mother is doing.”How would you respond?How would you respond?

Page 16: Its all about what you say and how you say it

Susie states “What do you mean you can’t Susie states “What do you mean you can’t tell me what type of medication she is on?”tell me what type of medication she is on?”How would you respond? What would you How would you respond? What would you do?do?

Page 17: Its all about what you say and how you say it

Susie Sunshine has flown in from Susie Sunshine has flown in from California to see her mother. It is 9:30 and California to see her mother. It is 9:30 and Susie wants to know why her mother has Susie wants to know why her mother has not had a bath for two days?not had a bath for two days?How do you respond/what would you do?How do you respond/what would you do?

Page 18: Its all about what you say and how you say it

Susie stops you in the hallway and in a loud voice Susie stops you in the hallway and in a loud voice she tells you that she is not happy with her she tells you that she is not happy with her mother’s care. “What kind of place is this! I would mother’s care. “What kind of place is this! I would not put my dog in here I don’t care how good my not put my dog in here I don’t care how good my sister says you are”sister says you are”What would you do immediately?What would you do immediately?

Why do you think Susie is acting this way?Why do you think Susie is acting this way?

Page 19: Its all about what you say and how you say it

Mr. AMr. A

Mr. A has been admitted to your unit for a cardiac work up. He is a Mr. A has been admitted to your unit for a cardiac work up. He is a partner in A to Z law office. He has a history of smoking 2 packs partner in A to Z law office. He has a history of smoking 2 packs day and has a scotch and water every evening. You are helping to day and has a scotch and water every evening. You are helping to pass trays. When you enter Mr. A’s room with his tray he says in a pass trays. When you enter Mr. A’s room with his tray he says in a loud gruff voice “Listen hon I am not wanting to be disturbed from loud gruff voice “Listen hon I am not wanting to be disturbed from 9:30 till 1:00 I have a conference call and my paralegal is coming up 9:30 till 1:00 I have a conference call and my paralegal is coming up to work on some briefs. Could you deliver a pot of coffee around to work on some briefs. Could you deliver a pot of coffee around 10:00. Oh and I am going to need some note pads and ink pens”10:00. Oh and I am going to need some note pads and ink pens”

How does his comments make you feel?How does his comments make you feel?

How would you respond?How would you respond?

Page 20: Its all about what you say and how you say it

This is day 3 of Mr. A’s stay. He has the reputation of This is day 3 of Mr. A’s stay. He has the reputation of being difficult, demanding and bossy. This is your first being difficult, demanding and bossy. This is your first day to take care of him. You were told in report that treats day to take care of him. You were told in report that treats everyone as if they are his personal maid and by the way everyone as if they are his personal maid and by the way he is a lawyer.he is a lawyer.

What do you think is causing his behaviorWhat do you think is causing his behavior

How do you plan on taking care of him for the next 12 How do you plan on taking care of him for the next 12 hours? hours?

What do you plan to say to him when you enter his room? What do you plan to say to him when you enter his room?