PC L2

Types of Communication

• Communication is the successful transmission of information, plans, ideas, feelings, and suggestions from one person to another or a group.

Learning Objectives

• Students will understand types of communication.
• Students will describe the elements of communication.
• Students will explain nonverbal communication with examples.
• Students will understand the use of effective therapeutic communication.

Elements of Communication

• Source: The person with the idea, knowledge, and message. This could be a clinician, manager, or supervisor.
• Message: The information prepared for easy reception by others.
• Channel: The method of transmission from source to receiver (visual, auditory, written). Examples include conferences, letters, annual reports, and telephone calls.
• Receiver: The destination, a single person or group, who interprets the message and responds.

Therapeutic Communication

• Therapeutic communication is between health care professionals and patients, or patients' families, or other team members. Its goal is to advance the patient's well-being and care.

Steps in Communication Process: Purpose

• Collect patient information related to health and behavior
• Provide training and assistance during training
• Provide feedback to patient, family members, and therapists/team members

Steps in Communication Process: Method of Interaction

• Interaction may be with a single person or a group of people.
• Interaction can be planned or unplanned, verbal or nonverbal.
• Verbal encoding includes spoken words.
• Nonverbal encoding includes written words, symbols, hand gestures, body, and facial expressions.

Steps in Communication Process: Channel Delivery

• Delivery methods include face-to-face, telephone, written materials (paper, print, email, fax), drawings, and other forms.

Steps in Communication Process: Factors Affecting Decoding

• Noise from the environment.
• Physical sensations of the receiver.
• Psychological status of the receiver.
• The need to translate the original message.
• The need for good listening skills.

Steps in Communication Process: Receiver Response

• Receiver produces an appropriate response.
• Verification of the message is crucial (either immediate reply or delayed response, as appropriate).
• Communication occurs at a time and in circumstances convenient to the receiver.

Nonverbal Communication: Introduction

• Nonverbal communication is behavior without linguistic content.
• Important for relationships (7% is verbal, 38% is tone of voice, and 55% is facial expression).

Nonverbal Communication: Purpose

• Coordinating speech
• Signaling interpersonal orientations (like attention and empathy)
• Expressing emotions
• conveying physiological states

Nonverbal Communication: Kinesics

• Kinesics is body movement like gesture, facial expression, and gaze patterns.
• Positive expressions include smiling, gazing, and handshakes.
• Negative expressions include frowning, a depressive face, and clenching one's fist.

Nonverbal Communication: Gestures

• Emblematic: Represent an object (thumb up).
• Illustrative: Indicate the size or state of an object.
• Adaptive: Help satisfy a need (scratching).
• Regulating: Coordinate verbal exchanges (opening one's mouth and leaning forward).

Nonverbal Communication: Proxemics

• Proxemics is physical distance, such as personal space, position, and posture.
• Interpersonal distance varies based on intimacy and familiarity.
• Intimate space ranges from 0 to 18 inches.
• Personal space ranges from 1 1/2 to 4 feet.
• Work space ranges from 4 to 10 feet.
• Public space is 12 feet and further.

Nonverbal Communication: Touch

• Touch is a powerful form of communication.
• Lightly touching a person's hand can show care and concern.
• Appropriate touch is crucial; cultural norms and patient/client permission are essential.

Nonverbal Communication: Other Elements

• Voice: tone, pitch, and loudness are informative.
• Environment: office or home settings, cleanliness, physical aspects.
• Artifacts: personal objects like clothes, jewelry, awards give insights.
• Physical characteristics: body shape (mesomorph, ectomorph, endomorph) gives clues.

Nonverbal Communication: Outcomes

• Patient satisfaction
• Patient trust
• Patient adherence
• Patient behaviour is impacted by nonverbal communication.

Nonverbal Communication: Therapist Strategies

• Smile and maintain appropriate eye contact (not staring).
• Show interest in the patient's words and avoid distractions.
• Sit and lean forward to show engagement.
• Nod and avoid judgment or disapproval.

Goals of Effective Communication

• Increase message accuracy.
• Select optimal communication channels based on patient perceptions.
• Focus on care outcomes (physiological and psychological).
• Reduce adverse events and errors.
• Protect against complaints and malpractice claims.