1. EFFECTIVE HEALTHCARE
COMMUNICATION
Anthony Wallace
Liberty University

2. DEFINITIONS
 Communication – is the continuous, complex, collaborative process of
verbal and non-verbal meaning-making.
 Interpersonal – Communication within the family or persons that are
intimate or person close friend.
 Intrapersonal – Communication with a group of people that are not
related or not associate on a personal level (i.e co-workers).
 Sender – The person that is talking or relaying a message.
 Receiver – The person that is listening to the message from the sender.
 Flat-Brain – The analogy for someone that does not listen to people
well. This person has a closed ear-mind to those that relating messages
to him/her.
 Heart – The analogy of feelings (hard/soft) related to the message that
was delivered by the sender.
 Stomach – Is the analogy of primary reactions to the message from the
sender. The inside feelings or outside stimulus (butterflies).
 Listening – The art of hearing and comprehending the message of the
sender.

3. DEFINITIONS
 Inhaling - This information applies to communication receiving. It
is the art of listening to others completely.
 Exhaling – Is the art of becoming vulnerable. Talking openly with
others and releasing feelings. It is also communicating with others.
 Behavior Styles – These are style that describe a persons attitude,
personality, responses, and even actions related to events.
 Metamessage – Is the unspoken message about the relationship
between speaker and hearer. It is the way how a message was
interpreted.
 Truth Bias – It is the act of believing someone is telling the truth
before confirming other wise.
 Defensive Behaviors – It is behavior that is perceived when a
person feels attacked or threaten by someone or a group.

4. INTRODUCTION
 Communication is a vital response in human service. As Practitioners,
We are charged with ensuring that our patients and clients understand
the complexity of the message that we are sending. The messages that
we send out to the patients are aimed to make a positive change within
the patients condition or community.
 For example, a patient must be assessed mentally for comprehension
before assigning written forms of instructions for discharge. This
recommendation is due to the possible education level of the client or
patients. Most patients may be too embarrassed to say I can not read or
write. In that case verbal discharge instructions or written instructions
with pictures would be the appropriate.
 In the presentation, I will being to explain the complexity of the
communication models and demonstrate by example how we can defuse
conflict through proper communication, build positive relationships, and
ensure that effective communication models/goals are in place for
improvement.

5. EFFECTIVE COMMUNICATION
 Effective Communication is the
art of relay a message that is
received with general
understanding and respect for
the sender.
 For example, some of the
medical lingo can be confusing
for the patients. The patients
may began to feel alone in their
fight for survival. The patient
could also feel dumb.
 As a practitioner, I have learned
to take this into account when
explaining procedures to a
client/patient. It is important that
all parties are on the same page
to prevent confusion and
conflict.

6. BAD COMMUNICATION
 Bad Communication affects us all  This is a YouTube video of
regardless of industry or ministry. improper interpersonal
 We must learn to adapt to good communication with
communication practices all the time nursing students.
even in our personal interactions.
 Example, a Nurse in the Pre-op
 Bad Interpersonal Communication
surgical ward just informed the family
that “We are going to take you dad
back for his procedure. So, you can
come back and say good-by to him.”
 What is wrong with this statement?
Events can cause for patient families to
panic and go into a rage behind
statement.
 The statement the Nurse could have
said was “We are going to take you
dad back for his procedure, If you
would like you can tell him you will
see him later.”
 This gives the clients and patients
family hope for a healthier prognosis.

7. WALLACE THEORY AND PERSONAL
GOALS
 The communication style that is used can produce favorable or
unfavorable behaviors within situations of panic or distress.
 My personal goal is to provide a communication styles that is
effective for a large crowd. Believe it or not, I am totally shy and
stubble upon words when speaking in front of large crowds.
 I want to learn to break this habit and release the knowledge I have
learned to teach others.
 My theory of communication is to correctly change the negative
behavior, we must first resemble to positive actions within our
personality to bring about positive change. To clarify it up, we must
look within to see the positive within our ourselves and force
negative feelings to the side.

8. COMMUNICATION EXAMPLES
 During the school year of 2005, I decided to take a jobs as a Adjunct
Instructor with Everest College (Corinthian Colleges).
 I was instructing a class of about 20 Medical Assistant students
along with my colleague that was a Nurse Practitioner.
 She taught the theory portion of the class and I taught the clinical
portions including check-off of skills.
 I taught skills such as suturing, intubations, medication
administration, basic nursing assisting and back office positioning,
etc.
 The easiest part for me was that I had expert power when talking
with these student about something I knew best and that is medicine.
When it comes to speaking on a subject that I hardly know about, I
am shaking, stumbling over words, second guess, it is just a disaster.

9. COMMUNICATION
 These is a book that truly blessed my
socks off.
 The book located on the right describes
through analogies the process of
communication.
 I am working on being a speaker but
very shy. The author talks about the
process of nervous stomach and how
we can prevent nerves.
 The flat brain, the stomach, and the
heart are all within the process that our
body uses to respond to outside
influences.
 I believe that if I learn to breath a little
better I might become aware of the
stomach and release the heart to share
the information that I am blessed to
teach.
 The author has a interesting name for
butterflies or nerves (stomach-overload
(pg 23).

10. EFFECTIVE LISTENING
 Listening can come as a shock when
we miss important pertinent
information such as a answer for a test,
directions to a place of business, or
symptoms that a patient my tell you.
 Effective listening can save time and
effort in times of arrest (code blue),
listening to other practitioners, and
reassurance of important information.
 I personally do not have a in this area
unless I am muti-tasking. I personally
tend to focus more on something that I
am most interested first. Then tune in
the secondary after.
 For example, I would rather listen to
the speaker that is talking about that
latest research finding in cancer
research rather than the employee that
is talking about financial digest.

11. BEHAVIOR BLENDS
 Behavior blends are several
personality types that demonstrate a
persons behavior (pg 7).
 Each personality describes why a
person do what they do?
 Type “D” - Directive, Driven,
Demanding, Dominating,
Determine, Decisive
 Type “C” – Cautious, Competent,
Calculating, Compliant, Careful,
Contemplative.
 Type “I” – Inspiring, Influencing,
inducing, impressing, interactive,
interesting
 Type “S” – Steady, Stable, Shy,
Security-oriented, servant,
submissive, specialist

12. BEHAVIOR BLENDS
 There are many test that can determine your personality type. For
example, there are personality test, attitude test, management style
test, and even love test but the real test is within you.
 The book entitled “How to solve the people puzzle” engages
personality and communication into one. I took a personality test
that was suggested on the website unqiueyou.com. The results of the
test were not as shocking as I thought it would be.
 I am a pretty laid back person and it did not surprise me that I am an
I/S blended person. The books stated that I am an encourager and
supporter of others. My leadership style is more geared towards
emotions rather than factual.
 What I like was the conflict style of handling issues. The book
stated that I tend to prefer healthier environments (pg 63). I said
bingo, that was the nail that hit the coffin. This is truly me. I don’t
like to fight anyone. It takes to much valuable energy to argue, fuss,
and fight.

13. BEHAVIOR BLENDS
 There are downsides to every good side and the bad exchange for
me was the stubbornness and the stability. When my medical
judgment is questioned I get very defensive. I want to know why
and how. Medicine/Nursing is a practice that I truly come to love. I
am learning daily how to improve my communication, listening
skills, and new procedures.
 As a naturopathic practitioner, when my views or theories are
questioned, I have to take in account who’s asking? Second, why,
and third, is it a true question or is it an insult? I tend to stand my
ground and do not give up unless proven wrong. I will admit if I am
wrong and learn from the situation at hand.
 My saying is that “clarification is totally different from accusation.”
 I would suggest that anyone take this test on the uniqueyou.com
website. It may open the eyes of those that seek to become better
listeners and communicators.

14. POTENTIAL BARRIERS IN
COMMUNICATION
 The book describes several view points or terms that describe
listening and communication.
 Perception-Reception-Attention – Perception is the key to
reception and the attention span. We listen to the message for a
while until the key word is said then we respond to it. I tend to listen
a the message but filter words that don’t promote my views. I'm
working on that.
 Hearing what you want to hear – We tend to do this ever time we
ask for advice. I am a give it to me straight person. I ask you a
question, I expect the answer weather good or bad.
 Biased listening - We tend to tune out thing that we do not want to
hear. I tend to do this with some people. I need to look at everyone
as important and not as a bothersome person. I am working on that
one too. Its not an overnight process but I tend to switch shoes and
learn to treat people as I would like to be treated.

15. POTENTIAL BARRIERS IN
COMMUNICATION
 Green Flag Words – This is all new to me in terms but not actions.
I have been told before to go on and it was not the right time. Just as
the book says “salesman are a prime example” (pg 58) Salesman
will tell you that the time is right and it is not.
 He Effects of Emotions on Listening – There are guest preachers
that tend to “work the room”. These preachers give ministry a bad
name. The ministers will tell people to give and God told them
personally to give $1000.00 right now and God will open doors. I
have been in the situation where I gave money and nothing happen.
When the minister said good things would happen I rushed to make
it come through. It was terrible that it happen but it taught me a
valuable lesson.
 Styles of listening – This is very interesting to me because it really
gets me think of how I relate messages to others and how I'm paying
them back by my listening styles.

16. POTENTIAL BARRIERS IN
COMMUNICATION
 The faker – This is when someone looks at you and is really not paying
attention. This is just rude. I cant look at someone and not be listening to them.
It is just best to say I'm not listening right now. At least it was up front.
 Dependant listener – This is a person that is worried about their listening skills
that they miss out on the whole conversation. I'm sure we all have a little of this
in us. We want to give all our attention to someone that is in need and forsake
our own feelings. In turn, we miss what the main idea of the conversation.
 The interpreter – I would say this is a mirroring affect, it is when a person lets
you know that you are hearing them but instead the person is repeating all the
time. I tend to repeat to refocus a person back on task or switch the subject when
it is not therapeutic.
 The Self-Conscious Listener – I use to have a friend that will go on and on
about herself. I would listen and then when I have issues myself she will switch
it back to her.
 The Intellectual or Logical Listener – I didn’t even know there was a such
thing. I tend to do this a lot. When friend or family tell me something I will
analyze it and sum it up. I will use book theories to relate the message. I got to
do better and listen to people along the way.
 Physical barriers – fatigue is a major factor in physical barriers. I was really
thinking deafness or physical disability but fatigue wow. I can see that because

17. POTENTIAL BARRIERS IN
COMMUNICATION
 Semantic Barriers – This is more of a cultural, education, personal
knowledge experience (pg 65)
 External Distractions – This is outer actions of the speaker that can
become distracting.
 Internal Distraction – Is the things people do inwardly to become
distracted. It can be ignoring someone, thinking about other things.
 Discrepancies – This is where you verbal communication conflict
with your non-verbal communication. Wow this is a real blessing
because most don’t know that they are displaying bad behavior
through postures and gestures.
 The terms promote good communication by asking for clarification
as I stated before. The book also had it listed as well on page 75 in
the text.

18. COMMUNICATION EXAMPLE
 I have always had a problems speaking in front of groups of people. When I am
called to recite any speech I always rehearse it to the point of remembering it by
heart.
 I can deliver a medical message in no time due to my expertise in the field of
study. I have learned the secrete to effective communication, the secrete is be
yourself.
 Most audience members know the background of he speaker and came to hear
them speak on an interesting topic.
 In the medical community, it is what you know that gets you the speaking jobs.
The questions are what did you research, what was the outcomes, how can it
apply to my patients, and how many people did it kill?
 There was a time I was not so confident in myself. I went to Sanford Brown to
apply for a teaching gig as faculty. I had no degree but I wanted to see if I could
get it as a medical assistant. I got up there in front of the panel and begin to give
them my presentation regarding herbs and treatments. I bummed so bad in my
book. I got questions from the panel, applauds from the panel, and a invitation to
come back. I felt great even though I didn’t get the job but I stuck it out to the
very end. The moral is that effective communication is important when teaching,
in casual conversation, and in careers.

19. COMMUNICATION GOALS FOR
SUCCESS
 Remain humble to God and to the
patients that I serve. I need to use
effective communication with patients,
staff , and passengers at the airport.
 Break down technical terms and relate
them to the situation that will make it
easier for the patient to understand.
 Open the ear gates and listen to the
patients and family members. I don’t
have a problem doing this is just rude
people I do selective hearing. I don’t
like to fight “either do it or don’t”
 Learn to relax when someone
challenge my medical authority. Again,
clarification is different from
accusations.
 I am going to reward myself when I
begin to accomplish one goal at a time.

20. REFERENCES
 Stewart, J (2012), Bridges Not Walls, A Book About Interpersonal
Communication 7th (edition), University of Dubuque, New York, NY,
McGraw-Hill Publishers
 Allen, M (1995), Listening: The Forgotten Skill, A Self-Teaching
Guide, 2 (edition), Canada, John Wiley and Sons, Inc.
 Carbonell, M (2008), How To Solve The People Puzzle, Blue Ridge,
GA, Uniquely you publishers