Listening and Speaking

When designing a presentation, consider the following:

- Audience: Remember that the language you use will differ if you are speaking to a room full of fifth-graders, diabetes patients, or brain surgeons. Tailor your speech to your audience. Are they there because they want to be or because they are required to be? - Time: Whether you have five minutes or one hour to speak about your topic, you should be prepared with the right amount of material. - Location: Will you be in an office? A lecture hall? A booth at a health fair? Consider the space in which you will present. Think about what equipment is available to use, like a whiteboard, laptop and projector, or demonstration table.

good speaking skills include:

- being prepared - speaking in a clear and concise manner - understanding your audience - being aware of your tone, volume, and language

When speaking to a diverse audience of mixed ages, educations levels, or careers, it is important to:

- deliver content in short, clear segments, and pause to let the audience process what was said - provide a translator if the audience will include non-english speakers, or use a sign language interpreter for people who are deaf - anticipate and allow time for questions

When a healthcare worker is listening to a colleague or a patient, it is important to:

- give the speaker complete attention - listen for content and withhold judgement - make sure the information is understood and ask clarifying questions if necessary

A poor verbal report might:

- include unnecessary information and lack critical pieces of information - be rushed - be focused on the healthcare worker's experience - not be given at all

A good verbal report:

- is centered on the patient - is short and to the point, taking only two to three minutes to present - explains the patient's medical condition - details the interventions that have been used already and the next steps

There are many keys to an effective oral presentation, including the following:

- know the topic in depth - use visual aids and handouts when appropriate - practice giving the presentation before the event - speak slowly, clearly, and with audience-appropriate vocabulary - relax and be confident in front of the audience - provide opportunities for audience interaction or time for questions

An effective speaker:

- listens for content and ideas - makes eye contact - ignores distractions - picks up emotional and unspoken cues such as body language - gives the speaker enough time to speak

Verbal reports are given at a variety of times, including when:

- one nurse is ending a shift and another is taking over - a patient is being transferred from one department or hospital to another - a patient arrives at a hospital in an ambulance or helicopter

When a healthcare worker delivers a verbal report about a patient to another doctor or nurse, it is important to:

- organize the information in a logical way - describe the condition using specific medical terminology - ask if there needs to be any clarification or if there are any questions

Some situations that involve oral presentations include:

- presenting in front of committees - delivering staff training - educating patients

SOAP acronym:

S ubjective: general thoughts about the patient's condition O bjective: measurable data, like blood pressure and level of consciousness A ssessment: patient diagnosis P lan: treatment, referrals, and recommendations

Which of the following components would be included in a good verbal report? Check all that apply. a. the patient's diagnosis b. instructions for treating the patient c. description of the patient's occupation d. list of the patient's childhood illness

a and b

Which of the following tasks will help you prepare an effective oral presentation? Check all that apply. a. creating appropriate visual aids b. studying the content of your presentation very well c. putting off preparing until right before the presentation d. planning to use the most complex medical vocabulary you know to make yourself sound intelligent

a and b - Preparation is key to an effective oral presentation. Know your content, and be sure to make the content accessible to the audience by using visuals and speaking in terms your audience will understand.

Which of the following are examples of a good verbal report? Check all that apply. a. it is patient-centered b. it includes a specific plan for treatment c. it is very thorough, taking about fifteen minutes to talk through d. it is casual and only includes the patient's objective data

a and b - Whenever a patient is transferred from one person's care to another, the original worker must give a patient-centered verbal report including a plan for continued treatment.

How might a nurse clearly indicate to a patient that he has understood what the patient has said? Check all that apply. a. nod and say "okay" b. wink at the patient c. start writing something on a notepad d. repeat a summary of what the patient has said

a and d

An effective speaker is always which of the following? Check all that apply. a. prepared b. clear and concise c. aware of diverse backgrounds d. smarter than everyone in the audience

a, b, and c

Which of the following variables should be considered when preparing for a presentation? Check all that apply. a. time b. location c. pay rate d. audience

a, b, and d

Effective listening is ____________ process. a. an active b. a passive

a. an active

Understanding your ___________ means that you are able to communicate clearly with different types of people. a. audience b. volume c. visual aids

a. audience

An effective listener is able to ignore ______________. a. distractions b. some ideas c. the speaker d. body language

a. distractions

If you are nervous about giving presentations, more _______________ will make it easier. a. practice b. visual aids c. presentation time d. audience members

a. practice

Which of the following statements would be mentioned in the "objective" section of a good verbal report? a. The patient's current weight is 165 pounds. b. The patient is complaining about dizziness. c. The patient's sister is expected to arrive at 2 p.m. d. The patient must receive one dose of medication every three hours.

a. the patient's current weight is 165 pounds

listening skills

active processes that allow someone to respond to what is said and implied by a spoken message

Which of the following skills does an effective speaker have? Check all that apply. a. speaks on the fly with little to no preparation b. understands the perspective of the audience c. is clear and concise d. always uses complex medical language

b and c - An effective speaker understands the audience and only uses complex medical terms when speaking with colleagues who understand the vocabulary.

In which situations might an oral presentation be useful? Check all that apply. a. when making a phone call to a patient's family b. when speaking with a small group of medical students c. when publishing a doctor review in a local newspaper d. when communicating to doctors worldwide about a new treatment for cancer

b and d

When delivering bad news about a patient's medical condition to family members, what should a doctor do? Check all that apply. a. Avoid eye contact. b. Use comforting body language and other cues. c. Use specific, complex medical language to explain the condition. d. Try to understand the emotions the family may experience.

b and d

Which of the following speakers will likely give the best presentation? a. A physician is so confident in her expertise that she is going to speak for an hour with no preparation. b. A nurse prepared simple, illustrated slides to help him explain a complex medical condition to patients. c. A paramedic is going to use the same speech she used for the paramedic convention in a presentation to the public.

b. A nurse prepared simple, illustrated slides to help him explain a complex medical condition to patients. - It is always important to prepare, no matter how well you know your material. It is equally important to consider your audience and tailor each presentation to meet the needs of the people who will be listening to you.

In the healthcare setting, physicians should address other physicians and patients with a. the same language and tone b. a different language and tone

b. a different language and tone

Once the speaker is finished, an effective listener will _______________. a. walk away b. ask clarifying questions c. put his headphones back in his ears d. judge the speaker

b. ask clarifying questions

A good speaker is not only aware of her spoken language, but also of her _________________. a. vocabulary b. body language c. written language

b. body language

verbal report

brief spoken communication between two healthcare workers about a patient

Which of the following skills do effective listeners have? Check all that apply. a. they listen while multitasking b. they take lots of notes while someone is talking c. they interpret body language and hear words d. they ask clarifying questions if something is confusing

c and d - An effective listener gives all of her attention to the speaker. Multitasking and taking notes distract from active listening.

Nurse A is listening to a patient describe his medical issue. Nurse A notices that the patient is sweaty and nervous, and that his voice is shaking. Which effective listening skill is Nurse A demonstrating? a. He is judging the patient. b. He is asking clarifying questions. c. He is being aware of nonverbal cues. d. He is giving the patient time to speak.

c. he is being aware of nonverbal cues

When you think about what equipment, supplies, and space are available for an oral presentation, you are considering the _________________. a. time b. culture c. location d. audience

c. location

A verbal report is a. a detailed, written document describing a patient's complaint. b. a lengthy, spoken explanation of the patient's medical history. c. a simple explanation of a patient's diagnosis given to the patient's family. d. a two- to three-minute oral presentation explaining a patient's diagnosis and care plan.

d. a two- to three-minute oral presentation explaining a patient's diagnosis and care plan.

"Dr. A went on and on about the patient's football career, but he forgot to tell me what medication to give the patient." Which component of a verbal report did Dr. A forget? a. subjective b. objective c. assessment d. plan

d. plan

At the end of an oral presentation, an effective presenter should a. take a bow. b. immediately go back to treating patients. c. hand out business cards and promotional flyers. d. provide time for questions from the audience.

d. provide time for questions from the audience.

On Tuesday, Dr. B gives a presentation to an audience full of fellow dentists. The following Monday, Dr. B plans to talk about a similar topic, but to the general public. What should Dr. B change about her talk? a. She should make it longer. b. She should speak louder. c. She should not use any visuals. d. She should use more accessible language.

d. she should use more accessible language

In which scenario would the nurse give a verbal report to another healthcare professional? a. the nurse is getting a prescription refill b. the nurse is speaking at a safety training c. the nurse is treating more than one patient d. the nurse is going home at the end of his shift

d. the nurse is going home at the end of his shift - Whenever a patient is transferred from one person's care to another, the original worker must give a verbal report.

speaking skills

methods of communicating orally in an effective way

oral presentation

the act of speaking about a particular topic in front of a group

bedside manner

the way in which a medical professional speaks with patients and families