Académique Documents
Professionnel Documents
Culture Documents
2. Explore
“I’m wondering if that is something you had been thinking
about?”
3. Seek Permission
Would you like to talk about that?
Elements of Communication 1-3
Sender Receiver
Message
Feedback
Communication Model Questions
• What could
happen to block
any of the
elements of
communication?
• Is the message always verbal?
• Is the feedback always verbal?
• What interruptions or distractions could
interfere with communication?
Healthcare Communication
• Remember that in a
healthcare setting,
nonverbal cues are
important elements of the
communication model.
• Identify the elements of
communication in this
illustration.
Feedback Methods 4-7
• Paraphrasing – reword the sender’s message and ask for
confirmation.
• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for
her anxiety.”
• Dr. Shevlin: “So you think we should order an antidepressant?”
Feedback Methods
• Reflecting – prompts the sender to add more detail to the original
message.
• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for
her anxiety.”
• Dr. Shevlin: “So you think we should order her medication, such
as…?”
Feedback Methods
• Asking Questions – request clarification or more additional
information. 8
• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for
her anxiety.”
• Dr. Shevlin: “Why? Is her current treatment not controlling her
anxiety?”
Feedback Methods
• Requesting examples – examples can help explain or clarify meaning.
• Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for
her anxiety.”
• Dr. Shevlin: “What kind of treatment are you thinking about?”
Obtaining Feedback
• Respond to this call to a I need to make an
veterinary office from a appointment for my
pet owner. dog. She’s not doing
• Paraphrasing very well.
• Reflecting
• Asking questions
• Requesting examples
Rules for Effective Communication 9-13
Message must be clear
I think I’m
gonna throw My tummy
up. hurts.
It’s really
sore on my I don’t feel
chest. very good.
Objective Signs of Illness
• Pulse rapid, irregular and thready
• Skin cold and clammy
• No respirations
• Lips cyanotic
Subjective or Objective?
1. Coughing • Objective
2. Fatigue • Subjective
3. Headache • Subjective
4. Foul smelling breath • Objective
5. Did not eat anything • Objective
6. Speech slurred • Objective
7. Joints ache • Subjective
8. Nervousness • Subjective
Speaking Skills
• Speak appropriately to the age or status of the receiver.
• Use appropriate terminology or words.
• Ask open-ended questions.
• Speak slowly and clearly.
• Try to be eye-level with the receiver.
• Make sure your non-verbal is consistent with your words.
Listening Skills
• Show interest and concern.
• Stay alert and maintain eye contact.
• Avoid interrupting.
• Pay attention to what the speaker is saying.
• Avoid planning your response while the speaker is
talking.
Listening Skills
• Try to see the other person’s point of view.
• Find a quiet or private location.
• Watch the speaker’s facial expressions for consistency
with words.
• Ask for clarification when needed.
• Maintain a positive attitude.
Nurse-Physician Communications
• Frequent occurrence
• Communication across a
hierarchy can be intimidating
• Gender or cultural issues may
complicate further
• Often named as cause of
nurse job dissatisfaction
• Critical for patient safety
Communication and Safe Care
• 60 % of medication errors are
caused by mistakes in interpersonal
communication1
• Poor coordination of care is the
most common cause of adverse
events triggering root cause
analyses1