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MTC Communication

QuestionAnswer
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
Created by: 1405411514
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