CCMA Ch 16
communication cycle
1. sender develops the message 2. message encoded into a transmittable format 3. message transmitted (oral, written, symbolic, or nonverbal) 4. receiver decodes the message 5. receiver coverts message into understanding 6. feedback
Embrace technology
Technology provides health care professionals many ways to communicate with patients, However, take care not to overwhelm the patient, instead of flooding patients with messages from multiple platforms, select no more than three communication channels, and use them well. If the patient is only comfortable with one method, it is best to just provide communication via the preferred method.
body language
a method of communication that uses body movements, expressions, or positional changes to express a person's feelings.
Therapeutic communication
aims to enhance the patient's comfort, safety, trust, or health and well-being
Use skilled interviewing techniques
ask patients a variety of open- and closed-ended questions that encourage them to explain more about their health and daily behaviors. "can you tell me more about yourself?" or "can you explain what you were doing when you started to feel that pain?" can help to open communication by allowing the patient to explain their point of view.
provide empathy
avoid jumping to conclusions or passing judgment by empathetic and providing encouragement.
display professionalism
details such as physical appearance, eye contact, and displaying an understanding and knowledge of the situation enhances confidence of patient with the provided care.
feedback
information given in response to an action to reinforce or improve the behavior
external communication
sharing information between a business or organization and an outside entity.
practice collaboration
patients are more likely to positively respond to recommendations and questions in collaborative settings. when the patient is part of the health care team communication is more effective and overall care improves.
functional communicator
prefers an organized approach to work with timelines and detailed plans. uses a step-by-step method to solve problems and communicate information. this can be an effective style of communication if the patient does not become overwhelmed with too many details.
intuitive communicator
prefers to look at the big picture. while this can be an efficient style, it sometimes can result in more questions than answers if too broad of an approach is used.
analytical communicator
prefers to work with real numbers, facts, and data, and places very little emphasis on feelings or emotions
customer service
providing quality attention and assistance to a consumer of a product or a service
Leading questions
questions that are phrased in a manner that tends to suggest the desired answer. Avoid these because they risk the possibility of coercing the patient into a desired response.
open-ended questions
questions that can provide qualitative and quantitative information and are often used at the beginning of the interview to determine the reason for the visit.
closed-ended questions
questions that provide a set of answers from which the respondent must choose. The have yes or no answers or multiple choices.
positive reinforcement
rewarding of a desirable behavior
internal communication
sharing information within a business or organization
communication
the process of exchanging information via verbal or nonverbal methods
verbal communication
the use of spoken words to convey information
personal communicator
uses emotional language and connections. cares about what people think and feel in response to the information given. often good listeners and have the ability to resolve conflict fairly easily.
telecommunication
using of technology to exchange information