Verbal and Non-verbal Communication

It takes two to communicate!

Four Elements of Communication

Sender-generates information, thoughts, ideas or feelings

Message- generated by sender and responded to by receiver.

Four Elements of Communication

Channel-medium in which message in transmitted Visual-seeing Auditory-hearing Kinesthetics-

feeling, touch

Receiver

Verbal Communication

LoudnessFluencyRate of SpeechAffectLanguage used

Nonverbal Communication

Reinforces, supports and enhances verbal messages

55%-of messages are non-verbal

38% are volume and tone

Leaving only 7% as verbal words

Examples of Non-Verbal

Eye ContactFacial ExpressionGesture & PostureBody OrientationDistanceAppearance

ListeningComponents

Hearing-process of perceiving sounds

Attending- decision of listener based on wants/needs

Understanding-interpreting

Remembering

Barriers to Listening

Physical and mental characteristics-ability to hear, mental ability

Preconceptions

Self Absorption-preoccupied

Health Literacy

What is Health Literacy? Ability to read, understand and act on

medical information Examples: services, appointments,

directions which all affect the patients health decisions

Estimated half of all American adults lack that skill

Health Literacy

Clinicians need to address this issue$73 billion dollar expenditures due to

low health literacyThis increases costs due to longer

hospital stays, unnecessary doctor visits, neglect to fill prescriptions or follow them

Health Literacy

Most people read at an 8th grade level and sometimes lower

People do not want anyone to know they can not read or do not understand

Health Literacy

American Medical Association has established a protocol to by used by all clinicians to make sure patients understand

Watch the Health Literacy video

Four Behavior Styles That Affect Communication

Non-Assertive

Aggressive

Passive Aggressive

Assertive

Space and Territoriality

Social Space-4-12 ft appropriate for introduction

Personal Space-18”-4ft close enough for personal conversation

Intimate Space- 0-18” appropriate for exams, assessments

Written Communication

Examples of Written Communications in Health Care

Prescriptions Patient Instructions Case Reports Patient Progress Notes Lab Reports Memos

Rules for Written Communication

Write legibly

Spell Correctly

Include pertinent information Time Date Patient name

Pertinent Information Continued

Accurate information

Be as neat as possible

Orderly and understandable

Concise and complete

Keep the patient record current

Sign or initial all information added

The Record…...

Is any form of documented information

Includes the known facts of eventIs a permanent long lasting accountMay be kept on:

Paper Computer Film

Documenting Data

Objective: What can be observed using any of the senses (see, hear, touch, smell) skin rash pulse rate dampness of skin vomited 300 cc client refuses to eat

Subjective: Described data (feeling, opinion) That which the client

describes to you Can be felt or

described only by the client

Reported by quoting the client exactly

Correcting the Record

DO NOT ERASE OR OBLITERATE ANY INFORMATION

How to correct a handwritten entry: Draw one line through the error Insert the correction above or

immediately following the error Put your initials and date next to the

correction

Key Points to Remember About Health Records

Accuracy is essentialRecords are legal and can be used in

courtCan refresh memory when neededFailure to keep records can result in

negligenceCan be viewed by many people

Key Points to Remember About Health Records

Be very careful about using abbreviations

JCAHO has made a list of error-prone abbreviations, symbols and dose designations

If in doubt, write it out