Verbal and Non-verbal Communication It takes two t

1
Verbal and Non-verbal Communication

• It takes two to communicate!

2
Four Elements of Communication

• Sender-generates information, thoughts, ideas or
  feelings
• Message- generated by sender and responded to by
  receiver.

3
Four Elements of Communication

• Channel-medium in which message in transmitted
• Visual-seeing
• Auditory-hearing
• Kinesthetics-feeling, touch
• Receiver

4
Verbal Communication

• Loudness
• Fluency
• Rate of Speech
• Affect
• Language used

5
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

6
Examples of Non-Verbal

• Eye Contact
• Facial Expression
• Gesture Posture
• Body Orientation
• Distance
• Appearance

7
Listening

• Components
• Hearing-process of perceiving sounds
• Attending- decision of listener based on
  wants/needs
• Understanding-interpreting
• Remembering

8
Barriers to Listening

• Physical and mental characteristics-ability to
  hear, mental ability
• Preconceptions
• Self Absorption-preoccupied

9
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

10
Health Literacy

• Clinicians need to address this issue
• 73 billion dollar expenditures due to low health
  literacy
• This increases costs due to longer hospital
  stays, unnecessary doctor visits, neglect to fill
  prescriptions or follow them

11
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

12
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

13
Four Behavior Styles That Affect Communication

• Non-Assertive
• Aggressive
• Passive Aggressive
• Assertive

14
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

15
Written Communication

• Examples of Written Communications in Health Care
• Prescriptions
• Patient Instructions
• Case Reports
• Patient Progress Notes
• Lab Reports
• Memos

16
Rules for Written Communication

• Write legibly
• Spell Correctly
• Include pertinent information
• Time
• Date
• Patient name

17
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

18
The Record...

• Is any form of documented information
• Includes the known facts of event
• Is a permanent long lasting account
• May be kept on
• Paper
• Computer
• Film

19
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

20
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

21
Key Points to Remember About Health Records

• Accuracy is essential
• Records are legal and can be used in court
• Can refresh memory when needed
• Failure to keep records can result in negligence
• Can be viewed by many people

22
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