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MTC Communication
| Question | Answer |
|---|---|
| Effective communication | facilitative; encourage the other person to openly express ideas, feelings, and concerns; the message intended is the message received |
| ineffective communication | inhibiting; blocks the other person's willingness to openly express ideas, feelings, or concerns; the message intended is not the message received |
| Communication | the process of transmitting messages and interpreting meaning |
| 5 compontents of communication | sender, message, channel/medium, receiver, environment |
| Environment | Physical factors: lack of privacy, noise, uncomfortable surroundings Social factors - presence of others, expectations of others |
| Factors of the sender and the receiver | age, gender, past experiences, cultural background, educational level, personality |
| Feedback | two way communication: sender and receiver contribute equally; feedback is expected and respected; unstructured - flexability allows for dynamic exchange |
| No feedback | One way communication: sender controls the situation; little, if any, response is expected; very structured |
| Verbal Communication | vocabulary, denotative and connotative meaning, pacing, intonation, clarity and brevity, timing and relevance |
| Nonverbal Communication | facial expressions, posture, eye contact, territory and space, personal appearance |
| Facial Expressions | convey emotions or mask emotions; make up 1/2 of the feeling message; may send a message the person is unaware of conveying; need to be validated with conversation; are universal - smile for happiness and frown for displeasure |
| What can eye contact or lack of eye contact communicate? | varies with cultures; eye contact can signal readiness to communicate, interest, respect; lack of eye contact can signal anxiety, defensiveness, discomfort, lack of confidence in communicating |
| Effective communication technique | listening, acceptance and respect, giving information, restating or paraphrasing, clarifying, focusing, summarizing, reflecting |
| Active listening behaviors | make eye contact, paraphrase, ask questions, exhibit afirmative head nod, show appropriate facial expressions, don't over talk, avoid interupting the speaker, be empathetic, avoid distracting gestures and actions |
| Effective communication: giving information | factual information or professional advice that helps person make a decision or decrease anxiety |
| Effective communication: restating and paraphrasing | restating what was said in the receiver's own words to make sure the information has been received accurately |
| Effective communication: clarifying | asking the client to restate, explain further to validate whether you interpreted the message accurately |
| Effective communication: focusing | directs conversation when sender is rabling or introduces a new topic |
| Effective communication: summarizing | review of the main ideas of the discussion |
| Effective communication: reflecting | verbally gives back the feeling part of the client's communication |
| Blocks to Theraputic Communication | inapproriate self-disclosure, inattentive listening, overuse of medical jargon, giving personal opinion, prying, changing the subject, asking for explainations, giving approval or disapproval, challenging or arguing, false reassurance, being defensive |
| Assertive communication | promotes self esteem; upholds personal and professional rights; characterized by feelings of security, competence, power, and professionalism |
| Holdoff Communication | the process of passing complete and accurate patient specific information from one caregiver to another |
| SBAR Communication Tool | Situation, Background, Assessment, Recommendation |
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1405411514
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