how would you communicate in health care system?

1. Presented by
Nann Ying Seng Si Mwe
(M.I.T Fourth year )
10.6.2020
COMMUNICATION
SKILL

2. Contents
 Definition
 Why communication is needed
 Communication channels
 Communication levels
 Ways to communicated
 Communication styles
 Communication with patients
 Communication with patients’ families
 Communication with coworkers
 Communication under stress
 Factors affecting communication
 How to have an effective communication
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3. Definition
 All behavior is communication and all communication affects behavior. (Watalawick et al)
 All those process by which people influence one another.
 All communication involves persons sending one another symbols can be either verbal or
nonverbal.
 Effective communication exists between two persons when the receiver interprets the
sender’s message in the some way of sender intended.
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4. Why communication is needed
 Helps patients/clients feel at ease
 Reduce their anxiety and build their confidence
 Makes patients/clients feel valued
 Provide for the best health care
 Reduce chances of medical errors
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5. Communication channels
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auditory
kinesthetic
visual seeing
feeling
listeninghearing
observing
touch

6. Communication levels
It take place on two levels;
 Verbal communication
 Can require factual information accurately and efficiently
 Nonverbal communication
 Often unconsciously motivated and may more accurately indicate person’s
meaning and feeling
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7. Verbal communication
We need to ensure that what we say is:
 clear
 accurate
 honest
 appropriate (to the person’s age, language/culture and level of understanding)
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8. But just as important is how we say it. At all times we must be:
Courteous and respectful:
 we need to make sure we address patients/clients as they wish to be addressed.
 Some may prefer you to call them by their first names, while others might want a
more formal address.
 The key thing is to find out what is right for each individual
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9. Encouraging:
 we should try to prompt patients/clients to communicate with us by saying
encouraging things to them – ‘yes, do go on’, ‘can you tell me a bit more about that?’
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10. Five categories of nonverbal communication
 Vocal cues of paralinguistic cues
 Action cues
 Object cues
 Spaces
 Touch
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11. Vocal cues of paralinguistic cues
 Pitch
 Tone of voice
 Loudness
 Rate and rhythm of talking
 Unrelated nonverbal sounds such as laughing , groaning, nervous coughing and
sounds of hesitation
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12. Action cues
 Facial expression
 Eye contact
 Appearance
 Gesture
 Automatic reflexes
 Movements and Posture
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13. Objects cues
 Signal for someone to do something
 An object or part of object used to refer to a person, place, object, or activity
 Requires a simple motor response, such as pointing, touching, picking up, showing, or
looking at it to make the message clear
 Especially for children and people with deaf and poor speech
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14. Space
 Intimate space – (0-2 fts ) for people who you are very close to
 Personal space – (2 -4 fts ) for talking to friends or family
 Social space – (4-12 fts) for talking to a colleague or a customer at work
 Public space – (12fts >) the space that characterizes how close we sit or stand or talk to
someone
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15. Touch
 Can be a key to unlock a patient’s feeling
 A tentative touch may be perceived as distaste or reluctance to care for individual
 A positive touch is firm but gentle
 To provide reassurance, anger , or frustration
 Should have professional purpose
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16. 16
7%
55%
38%

17. Ways to communicated
Area One-way Two-way
Types One direction Two direction
Easy/fast Difficult/slow
control Sender Sender/receiver
feedback None Maximum
Flexibility None Sender need to change according to
receiver’s feedback
Role of nurse Teacher , evaluator Therapeutic , corrective
Way of
determining
understanding
Cannot know Can know how much he is understand
Examples of use instruction discussion
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18. Communication styles
 It can be vary depending on situation
 There are six kinds of communication styles;
Openness
Persson-task orientation
Self-disclosure
Acceptance
Defensiveness
Congruence
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19. Communicated with patients
• Addressing
• Call their name
• Show friendliness
• Assess your body language
• Make your interactions easier for them
• Show them the proper respect
• Have patience
• Provide simple written instructions
• Give your patients sample time to respond or ask questions 19

20. Age-specific communication
 Neonate and Infant (birth to 1 year)
 Toddler (1-2 years)
 Preschooler (3-5 years)
 School Age (6-12 years)
 Adolescent (1 3-1 8 years)
 Young Adult (1 9-45 years)
 Middle Adult (46-64 years)
 Late Adult (65-79 years) and Old Adult(80 years and older)
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21. Special circumstances that affect
communications
 Patients Who Do Not Speak English
 The Hearing Impaired
 Deafness
 Impaired Vision
 Inability to Speak
 Impaired Mental Function
 Altered States of Consciousness
 Patient education 21

22. Communicated with patient’s families
 Listen
 Transfer information
 Give excessive explanation and reassurance
 Only speak to the person who will actually assist the patient
 Let them stay outside the room that out of hearing range
 Only a family member in the procedure room
 Recognize their hidden messages to reduce fear and anxiety
 Let them know when the patient will move
 Show empathy
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23. Communicated with co-workers
Best patients care can possible when we work cooperatively with others on health care
system. So we should ;
 Relay information
 Make them feel good about themselves
 Touch and appearance
 Use praise and appreciation as positive reinforcements
 Be a good listener
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cont’

24.  Show respect
 Appreciate help
 Be patient and considerate
 Share information of the patients at free time (but never discuss in public)
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25. Communication under stress
 Effective communication under stress is a critical leadership component
 Communicating under stress is a skill that everyone should have, regardless of their
status in a workplace
 Being able to think clearly, maintain composure, and make the right decision is key
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26.  Take a deep breath
 Take a Minute and Assess the Situation
 Communicate in Person
 Listen
 Practice positive body language
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Points to do ;

27. Factors affecting communication
 Perception
 Values
 Emotion
 Socio-cultural background
 Knowledge
 Roles and relationships
 Environment setting
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28. How to have an effective communication
Development of thrust
Therapeutic use of Self
They can be improved by using four techniques ;
• Active listening
• The use of empathy (understanding and support)
• Sharing feelings
• The use of touch
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A good relationship start with a
good communication skill

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