Professional 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