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