The document discusses effective communication in healthcare. It defines verbal and non-verbal communication, including tone of voice, gestures, and body language. The communication model shows that communication involves a sender, message, and receiver with feedback. Effective communication in healthcare requires engagement with patients, understanding their perspective, educating them, and developing a sense of partnership through active listening skills like reflection, restatement and clarification. Good communication skills are important for healthcare professionals.

1. 1.02
Understand
effective
communication

2. Journal Prompt #1
How do you communicate?
• Do you like to talk?
• Are you a good listener?
• What makes you a good listener?
• Why do healthcare professionals have to
have good communication skills?
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3. Types of Communication:
Verbal and Non-Verbal
Verbal
Communication
Non-
Verbal
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4. Types of Communication:
Verbal and Non-Verbal
Spoken/Oral
Verbal
Communication
Non-
Verbal
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5. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Communication
Non-
Verbal
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6. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Tone of voice
Communication
Non-
Verbal
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7. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Tone of voice
Vocabulary
Communication
Non-
Verbal
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8. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Gestures
Tone of voice
Vocabulary
Communication
Non-
Verbal
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9. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Gestures
Touch
Tone of voice
Vocabulary
Communication
Non-
Verbal
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10. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Gestures
Touch
Body Language
Tone of voice
Vocabulary
Communication
Non-
Verbal
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11. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Gestures
Touch
Body Language
Tone of voice
Vocabulary
Facial
expressions
Communication
Non-
Verbal
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12. Types of Communication:
Verbal and Non-Verbal
Verbal
Written Spoken/Oral
Gestures
Touch
Body Language
Tone of voice
Vocabulary
Facial
expressions
Eye Contact
Communication
Non-
Verbal
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13. The
Communication Model
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14. Sender
The
Communication Model
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15. The
Communication Model
Sender Message
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16. The
Communication Model
Sender Message Receiver
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17. The
Communication Model
Sender Message Receiver
Feedback
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18. Communication Process
 Engagement
 Understanding
 Education
 Sense of Partnership
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19. Communication Process
Engagement
 Connection between
the healthcare
professional and the
patient
 Develops partnership
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20. Communication Process
Engagement:
 Effective Communication
Strategies
 Introduce yourself
 Allow the patient to talk
without interruption
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21. Communication Process
Understanding
 Healthcare professional
makes the patient feel
accepted
 Healthcare professional
empathizes with the
patient
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22. Communication Process
Understanding:
 Effective Communication
Strategies
 Allow patient to share
thoughts and feelings
 Share anecdotes to create
a bond
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22

23. Communication Process
Education
 To increase the
patient’s knowledge of
their illness
 Minimizes anxiety
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24. Communication Process
Education:
 Effective Communication
Strategies
 Use language the patient
understands
 Make sure all patient’s
questions are addressed
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25. Communication Process
Sense of Partnership
 Healthcare professional and
patient work together
regarding their problem
and treatment plan
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26. Communication Process
Sense of Partnership
 Effective Communication
Strategies
 Avoid critical questioning
 Use active listening
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27. Communication Process
Active Listening
 Need good listening skills
 Show interest
 Pay attention
 Hear the message
 Do not interrupt
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28. Communication Process
Active Listening
 Reflection
 Restatement
 Clarification
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29. Communication Process
Active Listening
 Reflection
 Careful thought
 Restatement
 Rewording
 Summarizing
 Clarification
 Explaining
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