Copyright © 2008 Delmar Learning. All rights reserved. Unit 7 Communication Skills.

Copyright © 2008 Delmar Learning. All rights reserved.

Unit 7

Communication Skills


Objectives

• Spell and define terms.• Explain the types of verbal and

nonverbal communication.• Describe and demonstrate how to

answer the telephone while on duty.• Describe four tools of communication

for staff members.


Objectives

• Describe the guidelines for communicating with patients with impaired hearing, impaired vision, aphasia, and disorientation.

• State the guidelines for working with interpreters.


Introduction

• Communication is a two-way process• For communication to happen

– Both a “sender” and a “receiver” are needed

• Information can be sent:– Orally, in writing, and through body

language


Introduction


Communication in Health Care

• Communication between staff members– Must be effective to provide patients with

the safest and best care

• Four things are needed:– A sender– A clear message– A receiver– Feedback



• Channel – Medium through which the message is sent

• Verbal communication – Uses spoken or written words



• Nonverbal communication– Message that is sent through the use of

one’s body


Nonverbal Communication

• Nonverbal communication affects your message

• Message is remembered– More for the receiver’s interpretation of

your facial expressions, gestures, and overall body language

• Rather than it is for your words


Nonverbal Communication

• Eye contact– Communicates interest, concern, warmth,

trust, feelings, and credibility

• Refer to Figure 7-3


Working with Interpreters

• Interpreter– Communication professional who mediates

between speakers of different languages– Some interpreters use sign language – Medical interpreters

• Skilled, qualified professionals who understand medical terminology


Working with Interpreters


Communicating with Staff Members

• In Unit 2:– You learned that each health care facility

has a line of authority and communication

• Organizational chart– Guide for communication– Spells out the line of authority



• Each facility – Has an organizational chart illustrating how

a department relates to other departments – Larger departments, such as nursing, have

their own charts with lines of authority within the departments



• Figure 7–5 in the textbook – Illustrates a nursing department

organizational chart


Hand-off Communication

• Communication that occurs when a patient is transferred from one department to another

• This is a vulnerable time for the patient – One of the most likely places for errors to

occur



• Hand-off communication – Must be accurate, clear, and complete

• It should include an opportunity to ask questions



• It should include information about:

- Patient’s situation and background

- Relevant observations and findings

- Recommendations for continuity of ongoing care


Oral Communications

• Oral reports– Used frequently to communicate

information about patients

• When you first come on duty– You will listen to the shift report


Oral Communications

• The nurse who worked the previous shift will report to oncoming staff

• Your supervising nurse will then give you additional information on your assignment based on the shift report


Answering the Telephone

• Many telephone calls come in to a health care facility

• Nursing assistants– Not allowed to take physicians’ orders– Not allowed to take results of diagnostic

tests– Not allowed to give information to families



• You must call the nurse to do this. If you answer the telephone:– Identify the nursing unit– Identify yourself and your position– Ask the caller’s name, and ask the caller to

wait while you locate the person called– If the person is unavailable, take a

message. (Refer to Figure 7–6)


Written Communications Among Staff Members

• In many situations– You and other staff must rely on written

communications

• Ability to accurately read the communications• Essential to your patient care


Memos

• Brief communication that informs or reminds employees of:– Changes in policies or procedures– Upcoming meetings or staff development

programs– Admission of new patients– Promotions of staff members


Memos

• Provide important information

• Be sure you know where memos are posted so that you will be aware of your facility’s activities


Manuals

• All facilities have manuals that provide information about policies and procedures– Employee Personnel Handbook– Safety and Disaster Manual– Procedure Manual– Nursing Policy Manual– Material Safety Data Sheet (MSDS)


Manuals

• There may be other manuals for infection control and quality assurance


Staff Development

• Process used to educate staff from all departments in a facility

• Classes may be given to inform staff of:– New rules and regulations– New procedures– Recent health findings from research– How to use new equipment


The Patient Care Plan

• Interdisciplinary health care team – Develops an individualized care plan for

each patient

• Unit 8 – Presents more information on the patient

care plan


The Patient’s Medical Chart

• Each patient has a medical chart or record

• Documentation – Information entered into the chart – Chart is a legal document

• Unit 8 provides instructions for documenting on the patient’s chart


Other Methods of Communication

• Modern technology has increased opportunities for communication

• You will see computers at the nurses’ station and throughout the facility


Other Methods of Communication

• Many uses of computers within health care facilities:– Writing letters, memos, policies, and

procedures– Compiling databases– Doing mathematical calculations– Communicating


Communicating with Patients

• Your skill in communicating with patients will develop with experience

• Listening actively is a special skill requiring more than just your being physically present


Communicating with Patients with Special Needs

• Communication with patients may be impaired because a patient may:– Be hearing impaired– Be vision impaired– Have aphasia– Be disoriented– Be from a different culture


Communicating with Patients with Special Needs

• These patients have special communication needs that should be addressed on the care plan

Copyright © 2008 Delmar Learning. All rights reserved. Unit 7 Communication Skills.

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Transcript of Copyright © 2008 Delmar Learning. All rights reserved. Unit 7 Communication Skills.