Bell Ringer

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Bell Ringer

• 1. Define communication.
• 2. List 4 factors that must be met to avoid
  interfering with the communication process.
• 3. Why is it important to observe a persons
  nonverbal behavior?

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Effective Communication
STANDARD 3.0 TSW apply the principles of
effective oral and written communication using
med terms in a variety of formats and contexts in
order to develop a plan of tx for clients in
rehabilitation clinical areas. Objective 3.1
Utilize appropriate verbal and non-verbal
communication when working with coworkers and
patients/clients to include cultural and language
barriers
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What does good communication look like?
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Quiz Time!

• Complete
• Communication quiz on sheet of paper.

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Communication quiz

• 1). When a person keeps talking without a pause
  do you
•              a) Politely interrupt
•              b) Talk over them
•              c) Wait for them to finish
•  
• 2). When another person is talking do you
•              a) Focus on what you want to say
  next
•              b) Listen, trying to pick out the
  main issues
•              c) Wait for them to finish so you
  can make your own point
•  
• 3). When you dont understand what the other
  person is saying do you
•              a) Assume that you know what they
  are trying to say
•              b) Yell at them that they dont make
  any sense
•              c) Ask them for clarification

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Communication quiz

• 4). When another person is talking do you
•       a) Nod your head in understanding
•              b) Stare off into space
•              c) Cross your arms
•  
• 5). In an argument do you
•              a) Assume that you know the motives
  of the other party
•              b) Ask questions to discover the
  underlying issues that they other party has
•              c) Take what the other person is
  saying at face value
•  
• 6). Bringing up past issues in a conflict
•              a) Is sometimes acceptable
•              b) Is a great weapon
•              c) Should be avoided

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Communication quiz

• 7). In an argument yelling is
•              a) An effective way to show emotion
•              b) Is bad, trying to stay calm is
  better
•              c) Bad only if it hurts the other
  persons feelings
•  
• 8). When you feel like you are not being
  understood do you
•              a) Try and explain things again in a
  different way
•              b) Get angry
•              c) Repeat yourself

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Communication quiz

• 9). When listening it is
• a) Fine to stare off into space as long as you
  are listening
• b) Important to have good eye contact
• c) Unimportant to pay attention
•  
• 10). If you want to leave the argument do you
• a) Stomp off and slam the door
• b) Yell something like Ive had it! and walk
  off
•  c) Calmly explain that you need some space to
  calm down and think

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• Answer Key and Point Values
•  
• 1.          a 2                               
  b1                                 c3
• 2.          a1                                
  b3                                 c2
• 3.          a2                                
  b1                                 c3
• 4.          a3                                
  b2                                 c1
• 5.          a1                                
  b3                                 c2
• 6           a2                                
  b1                                 c3
• 7.          a1                                
  b3                                 c2
• 8.          a3                                
  b1                                 c2
• 9.          a2                                
  b3                                 c1
• 10.        a 1                               
  b2                                 c3
• Add up your total points!

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• 30-25 points
• You are a good communicator! You are on the right
  track towards effective communication. If you
  maintain this attitude you will be able to
  prevent conflicts from escalating and your
  personal relationships will benefit.
•  
• 24-18 points
• You have the potential to become a good
  communicator but there is still room for
  improvement. Remember to listen closely to what
  the other person is saying and to think before
  you react.
•  
• 17-10 points
• Theres still a lot of work to do. Your ability
  to communicate is not the best in the world and
  you tend to over react, making awkward situations
  worse. You need to calm down and separate the
  person from the problem.

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Nonverbal Activity

• Break into groups of three
• Number yourselves from 1 to 3.

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Nonverbal Activity

• Number 1 will tell number 2 about their favorite
  family tradition and why.
• Number 3 will complete a list of effective
  listening behaviors from Number 2.
• You will have 5 minutes to complete the effective
  listening exercise.

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Nonverbal ActivityCan you spot the lie?

• Groups of 3s
• Two truths and one lie.
• You will have 5 minutes to complete the effective
  listening exercise.
• Dx Med / Rehab Careers

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Effective Communication
STANDARD 3.0 TSW apply the principles of
effective oral and written communication using
med terms in a variety of formats and contexts in
order to develop a plan of tx for clients in
rehabilitation clinical areas. Objective 3.1
Utilize appropriate verbal and non-verbal
communication when working with coworkers and
patients/clients to include cultural and language
barriers
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Communicationexchange of information, thoughts,
ideas, and feelings

• Verbal ___

• Non-verbal ___

• Spoken words
• Written communication

• Facial expressions
• Body language
• touch

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3 essential elements

• Sender
• Individual who creates a message to convey
  information or ideas to another person
• Message
• Information, idea or thought
• Receiver
• Individual who receives the message from the
  sender

Feedback is a method that can be used to
determine if communication was successful. Occurs
when the receiver responds to the
message Allows the original sender to evaluate
how the message was interpreted and to make any
necessary adjustments or clarification. Feedback
can be verbal or non-verbal.
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Elements of effective communication

• THE MESSAGE MUST BE CLEAR (USE OF TERMINOLOGY BY
  BOTH PARTIES EXPLAINING PROCEDURES IN LAY TERMS)
• THE SENDER MUST DELIVER THE MESSAGE IN A CONCISE
  MANNER (CORRECT PRONUNCIATION AND GOOD GRAMMAR)
• THE RECEIVER MUST BE ABLE TO HEAR AND RECEIVE THE
  MESSAGE (HEAVILY MEDICATED PATIENT WONT HEAR
  MESSAGE HEARING/VISUAL IMPAIRMENTS FOREIGN
  LANG.)
• THE RECEIVER MUST BE ABLE TO UNDERSTAND THE
  MESSAGE (ATTITUDES/PREJUDICE ASK QUESTION TO
  MAKE SURE MESSAGE IS UNDERSTOOD)
• INTERRUPTIONS OR DISTRACTIONS MUST BE
  AVOIDED(TALKING WHILE ANSWERING THE PHONE LOUD
  NOISES, UNCOMFORTABLE TEMPERATURE)

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Communication process

• Listening

• Non-verbal communication

• Paying attention to and making an effort to hear
  what the person is saying
• Allows you to perceive the entire message that a
  person is trying to convey

• Involves use of facial expressions, body
  language, gestures, eye contact and touch
• Health care worker must be aware of both their
  own and patients nonverbal behavior

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Types of Listening

• Discriminative listening - Discriminative
  listening is the most basic type of listening.
• Comprehension listening - The next step beyond
  discriminating between different sound and sights
  is to make sense of them.
• Critical listening - Critical listening is
  listening in order to evaluate and judge, forming
  opinion about what is being said.
• Biased listening - Biased listening happens when
  the person hears only what they want to hear.
• Evaluative listening - In evaluative listening,
  or critical listening, we make judgments about
  what the other person is saying.
• Appreciative listening - In appreciative
  listening, we seek certain information which will
  appreciate.
• Sympathetic listening - In sympathetic listening
  we care about the other person and show this
  concern
• Empathetic listening - We go beyond sympathy to
  seek a truer understand how others are feeling.
• Therapeutic listening - The listener has a
  purpose of not only empathizing with the speaker.
  
• Dialogic listening - We actively seek to learn
  more about the person and how they think.
• Dialogic listening is sometimes known as
  'relational listening'.
• Relationship listening - Listening is in order to
  develop or sustain a relationship.

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Effective Communication
End of Class 1

• Complete the student Assessment form before you
  leave.

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Bell Ringer

• Class 2
• 1. Define culture
• 2. List 3 common causes of communication
  barriers?
• 3. Fear is a common cause to what type of
  attitude?

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Effective Communication
Standard 3.0/Objectives STANDARD 3.0 TSW apply
the principles of effective oral and written
communication using med terms in a variety of
formats and contexts in order to develop a plan
of tx for clients in rehabilitation clinical
areas. Objective 3.1 Utilize appropriate verbal
and non-verbal communication when working with
coworkers and patients/clients to include
cultural and language barriers
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Barriers to communication

• Something that gets in the way of clear
  communication
• Three common barriers
• Physical disabilities
• Psychological attitudes/prejudice
• Cultural diversity

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Barriers (continued)

• Physical disabilities

• Psychological

• Deafness/hearing loss
• Blindness/impaired vision
• Aphasia/speech impairments

• Caused by prejudice, attitudes and personality
• Moralizing
• Lecturing
• Over-reacting
• Arguing
• Prejudging
• Advising

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Barriers (continued)

• Beliefs regarding health care
• Language differences
• Eye contact
• Ways of dealing w/ terminal illness and/or severe
  disability
• Touch

• Cultural Diversity

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Recording Reporting

• Must record and report all observations while
  providing care
• Must listen to what patient is saying, but
  observe with other senses as well

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Types of observation

• Subjective

• Objective

• Cannot be seen or felt
• Commonly called symptoms
• Usually statements or complaints made by
  patient/resident
• Report in exact words

• Can be seen or measured
• Commonly called signs

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Recording/documentation

• Written observations must be accurate, concise
  and complete as well as neat and legible
• Spelling and grammar should be correct
• Only objective observations should be noted
• Subjective data that the health care worker feels
  or thinks should be avoided
• Errors should be crossed out neatly with a
  straight line, have error recorded by them, and
  initials of the person making the error

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Telephone communication

• Do not give info about staff or residents over
  the phone
• Place caller on hold if you need to get someone
  to take the call
• Follow facility policy on personal phone calls

• Be cheerful when greeting a caller
• Identify your facility
• Identify yourself and your position
• Listen closely to callers request
• Get telephone number
• Say thank you and good-bye

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Guidelines for good communication

• Hearing impairment

• Make sure hearing aids working well (batteries)
• Reduce noise in room
• Get residents attention before speaking
• Speak slow, clear and in good lighting
• Directly face person
• Do not shout
• Lower pitch of your voice
• Do not chew gum
• Keep hands away from face
• Repeat using different words
• Use picture cards or notepad if needed
• Dont get frustrated

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• Make sure glasses are clean
• Identify yourself and explain what your doing
• Provide good lighting
• Orient person to time and place if needed
• Use the face of imaginary clock as a guide to
  explain the position of objects in front of the
  resident
• Do not move personal items or furniture without
  the residents knowledge
• Offer large-print newspapers/magazine
• Use large clocks in room
• Get books on audiotape

• Vision impairment

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Stroke communicationoccurs when a clot or a
ruptured blood vessel suddenly cuts off blood
supply to the brain

• Depends on severity of stroke
• Keep questions and directions simple
• Phrase questions so they can be answered with
  yes or no
• Agree on signals such as shaking or nodding head
• Use pencil and paper if resident able to write
• Never call weaker side bad side
• Use picture, gestures or pointing (communication
  boards or special cards to aid communication work
  well)
• Keep call signal within reach and let them know
  you will come when they need you

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Combative residentcan result from disease
process affecting the brain, frustration, or part
of personality

• Block physical blow or step out of way
• Stay at a safe distance
• Stay calm
• Be flexible and patient
• Be neutral
• Do not respond to verbal attacks (dont argue)
• Do not use gestures that could frighten/startle
  resident
• Be reassuring and supportive
• Leave resident alone if you can safely do so

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Angry behaviorDisease process, fears, pain and
loneliness

• Stay calm
• Do not respond to verbal attacks dont argue
• Empathize with the resident
• Try to find cause of anger
• Treat resident with dignity and respect
• Answer call light promptly
• Stay at a safe distance if resident becomes
  combative

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The End!