Communication

Adapt Communication to Individual

• Level of Understanding

• Culture

• Age

• Emotional State

• Disability

White-Coat Syndrome/Anxious

Patient• Tense appearance• Increased BP, Pulse, Respirations• Sweaty Palms• Problems with sleep and/or

appetite• Irritable and agitated

Angry Patient

• Fearful

• Resentful of:

• Illness

• Loss of Control

• Invasion of Privacy

• Remain Calm• Focus on Needs• Give Space• Avoid

Defensiveness• Express Your

View

Cause Response

Multicultural Attitudes

• Illness caused by forces of nature

• Illness caused by bad blood or feelings

• May deny pain or express excessively

• May avoid eye contact

• Avoid bias, prejudice or stereotyping

• Get interpreter• Learn basic phrases

in other languages• Adjust voice level to

culture: Soft for Asian

Difference Response

Visual Impairment• Large Print

• Adequate Lighting

• Normal Speaking Voice

• Preserve dignity: Don’t talk down to

• Orient as needed

Hearing Impairment• Speak Slowly• Speak in Lower

Tone• Clear voice: Don’t

Shout• Open-ended

Questions• Written Materials

Children• Take Fears

Seriously• Explain ALL

Procedures• Praise • Be Truthful• Involve Parents

Verbal Skills• Warm, friendly,

voice

• Verbalize concern

• Encourage questions

• Repeat instructions

• Speak slowly and clearly

Non-Verbal Skills• Listen carefully

• Maintain eye contact

• Show interested facial expressions

• Touch

• Open posture

Listening Skills• Active – 2 way

• Same level

• Open posture

• Relax – listen

• Eye contact

More Listening Skills• Give adequate personal space:

• 4 feet for conversation

• 1 ½ feet in personal contact

• Think before talking

• Provide feedback

Listening Barriers• Passive – 1 way

• Superior position

• Closed posture

• Pretending – hurried

• Darting eyes

St er eo

More Listening Barriers• Personal space

too close or far• Changing subject• Irrelevant reply• Communication

not acknowledged

Interpersonal• SKILLS• Empathy• Respectfulness• Genuineness• Open-

mindedness• Sensitivity

• BARRIERS• Sympathy/pity• Disrespectfulness• Falseness• Close-

mindedness• Insensitivity

ASSERTIVENESS• FIRMLY STANDING UP FOR

YOURSELF WHILE SHOWING RESPECT FOR OTHERS

• Sign of strong leadership abilities

AGGRESSIVENESS• IMPOSING YOUR POSITION ON

OTHERS OR MANIPULATING THEM TO GO ALONG WITH YOUR DESIRES

• Sign of weak leadership abilities

Applications

• General communication with:

• Family members• Friends• Peers• Co-workers• Authority figures

• Healthcare related:• Patient: scheduling,

orientation, interviews, education, reassurance, problem-solving.

• Team updates, information requests, scheduling, feedback