Unit 6: Communication Fundamentals

Characteristics of Ineffective Communication

The following behaviors can easily lead to ineffective communication: Not listening Being overly emotional Being overly critical Being sarcastic Using absolutes, such as "always" and "never" Refusing to see the other person's point of view

Channels of Communication

A channel of communication is the way that messages are relayed between senders and receivers. The process of communication includes many different channels, such as: in-person conversations. telephone conversations. messages broadcast via television, radio, or Internet. written messages sent by letter, e-mail, text, or tweet. Meaning is generated as messages are exchanged. Channels of communication are involved in an exchange of information in both directions. It is important to understand the many different channels of communication. Some channels of communication are more effective and more appropriate than others in specific circumstances.

Communication

Communication is the process of generating meaning while exchanging verbal and nonverbal messages. The practice of communication is crucial to people's existence and a fundamental necessity when dealing with others. Verbal communication is the relaying of meaning through speech or sound. Nonverbal communication describes when messages and meaning are exchanged without spoken words, sounds, or language.

Distinguishing between Effective and Ineffective Communication

Effective and ineffective communication can be identified by the likely result of the communication. If the likely result of a message is a positive or productive outcome, the message is an example of effective communication. If the likely result is not a positive or productive outcome, the message is not effective. For example, a pharmacist who is frustrated by the lack of clarity in a doctor's instructions might say, "I don't like how you give me instructions!" In this example, the pharmacist is being overly emotional and critical. This method of communication could result in an argument or in the doctor's becoming defensive. To communicate effectively, the pharmacist could phrase her complaint in a way that is not emotional or overly critical, such as, "I have trouble understanding your instructions." Communicating the problem in this manner would be more likely to lead to a productive conversation and an effective solution to the problem.

Effective Communication

Effective communication is communication that leads to the desired outcome. For effective communication to take place, it is important for healthcare providers to make themselves clearly understood and to use active-listening techniques to understand what the patient wants or needs. Active listening is when the receiver of the communication thinks about what he or she is hearing as the sender speaks.

Interacting with Patients

Effective communication is crucial to providing the best health care. Watching for and responding to verbal and nonverbal cues appropriately improves relationships with patients. Awareness of these cues also improves professional relationships. For example, if a doctor notices a patient is biting his fingernails anxiously, the doctor can ask questions to determine whether the patient is nervous, and if so, why.

Using Effective Communication

In a healthcare setting, effective communication can make the difference between life and death. It can also help a patient feel more comfortable and informed. Effective communication benefits doctors, nurses, and staff by making expectations and needs clear. It also makes their work easier by providing them with an accurate understanding of situations. For example, if a patient is nervous about a treatment, a doctor should listen to the patient's concerns without immediately disagreeing with the patient. Then the doctor can summarize the patient's fears and respond by explaining why the treatment is the best option.

Understanding Differences between Verbal and Nonverbal Communication

In a healthcare setting, it is important to understand the differences between types of communication, because it helps all involved remain aware that verbal and nonverbal messages are being sent and received. For example, when receiving bad news, a patient's nonverbal messages may reveal more than what she says. Although the patient may say she is OK, nonverbal messages may indicate that she is scared or nervous about the news. A nurse should be aware of the nonverbal signals that are being sent when he is trying to comfort a patient. Body language can express that a patient wants to be left alone or it can express that the patient appreciates being comforted.

Healthcare Channels of Communication

In a healthcare setting, many channels of communication are important to foster quality patient care. Effective communication ensures that healthcare professionals understand a patient's condition. It also results in more efficient coordination between staff. Conversations between support staff and patients, nurses and patients, doctors and patients, doctors and nurses, and pharmacists and patients are all important, because they determine the type of care a patient will receive. Written communication, such as care instructions, documentation of symptoms, and history of an illness, also plays a crucial role in the provision of effective care. These written communications can be consulted to refresh a doctor's memory on a case or to compare the patient's current condition to his or her former condition.

Nonverbal Communication

In nonverbal communication, messages and meaning are exchanged without spoken words, sounds, or language. A cue is a message sent as part of a communication. You will learn more about cues later in this lesson. For example, if a patient responds to a nurse's statement by raising one eyebrow and crossing his arms, he communicates skepticism or doubt. A nurse may respond verbally by asking the patient a question and providing information to relieve his doubt. The patient may then respond by smiling and nodding to show his acceptance.

Analyzing the Process of Communication

In the process of communication, the roles of the sender and the receiver change often. For example, a nurse (sender) tells a doctor (receiver) that a patient is in pain (message). The doctor (who then becomes a sender) may respond by making eye contact and nodding to the nurse (receiver), indicating that the doctor is paying attention and understands what the nurse is saying. The roles of sender and receiver switch back and forth over the course of a conversation.

Verbal Communication

In verbal communication, senders and receivers relay messages and meaning through spoken words, sounds, or language; it can also include written messages. Examples of verbal communication include: a conversation between people. a television commercial. a speech given by a politician. someone clearing his or her throat to get attention. a person exclaiming, "Oh!"

Ineffective Communication

Ineffective communication is communication that does not produce the desired result or hinders further communication attempts. Ineffective communication occurs when people do not engage in active listening or when they use a channel of communication that is not suited to the situation. This can create or amplify problems. In a healthcare setting, ineffective communication can be particularly dangerous, because it can lead to missed diagnoses or improper treatment. For example, if a patient tells an intake nurse that he is allergic to a specific medication and the nurse does not communicate this information effectively to the rest of the staff, the patient may be treated with a medication that could make him very ill.

Using Professional Communication

It is important for healthcare workers to display professional cues. They do not necessarily have to agree with a patient, but they do need to listen to and acknowledge the views of the patient. For example, if a patient expresses a concern to a nurse, the correct professional response may be to explain that he understands the patient's concern and will check into it and get back to the patient with more information. An unprofessional cue would be for the nurse to respond by saying, "Don't worry about it."

The Process of Communication

The process of communication includes a sender, who is the source of the information, and a receiver, who is the destination for the information. Senders and receivers exchange verbal and nonverbal messages. When communication is effective, these messages generate meaning that both parties understand. Understanding the fundamentals of communication improves the quality of communication. This is particularly important in health care, because the health of patients and workers is at stake. Examples of the process of communication include: a nurse (sender) relaying medication instructions (message) to a patient (receiver), who then understands how to use the medication (meaning). a patient (sender) telling a triage nurse (receiver) about his symptoms (message), who then understands what is bothering him (meaning).

Avoiding Ineffective Communication

To avoid ineffective communication, engage in active listening when communicating with others. Select a channel of communication that is appropriate for the situation. Ineffective communication between a nurse and patient could involve the nurse asking how the patient is feeling but not really listening to the response. The nurse may dismiss the patient's answer as unimportant, and because the nurse did not engage in active listening, the meaning was lost. To communicate effectively, the nurse should ask the patient how he is feeling, summarize the patient's response, and ask a follow-up question to be sure she understands.

Identifying Nonverbal Communication

Types of nonverbal communication include: eye contact - making eye contact conveys that you are interested and paying attention to someone. facial expressions - a wide range of emotions are easily conveyed with facial expressions. Posture - when sitting or standing, posture can show confidence or interest. body language - conscious and unconscious movements of the body also convey meaning

Importance of Communication Fundamentals

Understanding the fundamentals of communication increases a person's ability to be an effective communicator. Doing so: makes people realize that they need to play an active role in communication, whether they are sending or receiving messages. helps a person realize that meaning can be communicated nonverbally. allows a person to select the channel of communication that is most appropriate to meet his or her needs. assists a person in communicating effectively.

Verbal and Nonverbal Cues

Verbal and nonverbal cues are messages that are sent as part of a communication. Exchanging verbal cues is an important part of many channels of communication. Verbal cues involve using language. Examples of verbal cues include: saying "Uh-huh" as a response. saying yes or no. writing "Why?" in response to a question. exclaiming, "Oh!" Nonverbal cues involve body language. They are messages that are sometimes generated without the sender's noticing and need to be correctly interpreted by the receiver. Examples include: opening mouth wide because of shock. nodding head yes or shaking head no. shrugging shoulders. crossing arms over chest.

Differences between Verbal and Nonverbal Communication

Verbal communication: uses words. requires the receiver to listen for effective communication. requires people to speak the same language. requires some thought before the message is sent. Nonverbal communication: does not use words. can relay a message without the receiver listening. can send messages without speaking the same language (even babies can send and receive nonverbal communication). can convey messages without any conscious thought.

Watching for Nonverbal Cues

Watching for nonverbal cues and responding appropriately improve patient relationships. A doctor should notice such behavior as the patient's backing away from her or the patient's body language indicating agitation or fear. Recognizing and responding to these cues can help the doctor relate to the patient more effectively. Healthcare workers also need be aware of their own nonverbal cues. Making eye contact indicates that a person is paying attention. If a person crosses his arms over his chest or stands over someone, the action can be perceived as intimidating or threatening.

Characteristics of Effective Communication

When a person is engaged in effective communication, he or she: repeats some of what the speaker has said using his or her own words. asks thoughtful questions about what has been said. offers his or her thoughts about what has been said. summarizes the thoughts presented and asks clarifying questions. Specific behaviors are more likely to lead to effective communication. For example, when a nurse is trying to communicate a treatment plan to a patient, he should speak slowly and clearly, use vocabulary and terminology that will be easily understood, and watch and listen to the patient to make sure that he is following what the patient is saying.