NS-CHC 101: Communication in Health Care PDF

# NS-CHC 101: Communication in Health Care ## Unit-1: Principles of Communication ### Learning Objectives: At the end of this class, students will be able to: * Understand the Concept of Communication * Define Communication * Describe the types/levels of communication * Identify the elements of...

# NS-CHC 101: Communication in Health Care ## Unit-1: Principles of Communication ### Learning Objectives: At the end of this class, students will be able to: * Understand the Concept of Communication * Define Communication * Describe the types/levels of communication * Identify the elements of Communication * Explain the process of communication * Discuss the elements of professional communication * Explain the principles of Communication * Identify barriers to effective communication * Enumerate elements of effective communication ### Concept of Communication * Communication is important for the exchange of ideas, concepts, thoughts, facts, opinions, and emotions. * In Nursing practice, nurses communicate with patients and family to develop a meaningful relationship (Interpersonal relationship (IPR) / Therapeutic relationship) which facilitates assessment of relevant data, provides education and interacts during intervention. * Therapeutic communication promotes attainment of patient health-related goals. ### Definition of Communication 1. Communication is defined as a process by which information is exchanged between individuals through a common system of symbols, signs, or behaviors. 2. Communication is the act of giving, receiving, and sharing information. 3. Communication is the transfer of information. ### Types/Levels of Communication 1. **Intrapersonal Communication (Self Talk)** > Communication with Self which can be positive or negative self-talk > **Example** > > * Negative Self Talk - I am scared to interact with this type of patient > * Positive Self Talk – This is my opportunity to learn about this patient 2. **Interpersonal Communication** * Communication between two people * It is a one-to-one / face-to-face interaction between a nurse and patient/family member. Most frequently used level of communication in nursing practice. * Meaningful interpersonal communication will result in problem solving, decision-making, goal accomplishment, team building, and personal growth. 3. **Small Group Communication** * Communication within a limited number of people like nursing team or healthcare team. * This type of communication is goal-directed, should be organized, and brief. 4. **Public Communication** * It is an interaction with an audience like a public speaking event, to conduct a press conference. 5. **Mass Communication** * Nurses implementing an awareness program in the community. * Nurses attending a seminar/Conference. 6. **Electronic Communication** It is the use of technology to create an ongoing relationship with patients and healthcare team like Telenursing/ Telemedicine, Video appointment. ### Elements of Communication * **Sender:** All messages begin with conceptualizing an idea, the sender develops an idea. * **Sender formulates the message** An idea must then be put into words, deciding how to express oneself which is called “encoding.” * **Sender selects a medium/ Mode / Channel for the message** - they are the means of sending and receiving messages through visual, auditory, and tactile senses. * **Message:** It is the content of communication, it contains verbal and non-verbal expressions of thoughts and feelings. * **Receiver:** Person who receives and decodes the message. * **Interpersonal variables:** Factors within the sender and receiver that influences communication * **Environment:** The setting for the sender - receiver interaction. * **Feedback:** The response to the message/communication received. ### Communication Process A diagram is displayed along with the following text: * Sender * Encoding * Message * Channel * Receiver * Decoding * Feedback ### Elements of Professional Communication 1. **Courtesy** > Common courtesy is essential in professional communication. > > * Say Hello and good bye to patients, knock on their doors before entering > * Address by name > * Introduce Self > * Say please and Thank you 2. **Use of Names** > * Refer patients by name and not by their diagnosis or room number > * Introduce yourself > * Avoid terms of endearment - Honey, dear, sweet heart. 3. **Trustworthiness** > To establish trust demonstrate warmth, consistency, honesty, confidentiality, competence, and respect. 4. **Autonomy and Responsibility** > Autonomy is to be independent and advocating for others. As nurses we need to be responsible for our actions, also respect patients autonomy! 5. **Assertiveness** * Assertiveness enhances expression of feelings and ideas without judging others. * An assertive nurse communicates self-assurance, takes responsibility for choices and respects others feelings, ideas, and choices. * Assertive responses contain 'I' messages such as – I want, I need, I think, I feel… > The acronym AIDET (Acknowledge, Introduce, Duration, Explain, and Thank you) while communicating with a patient. ### Principles of Communication * **Communication is:** > * **Dynamic** (It is ongoing and a continuously changing process). > * **Irreversible** (Cannot take back/erase). > * **It has no opposite** (You cannot stop communicating voluntarily, even silence is a behavior communicated). > * **Affected by Culture** . > * **Influenced by Ethics**. > * **Competence-Based**. > * **Being transformed by Media and Technology**. ### Barriers in Communication 1. **Physiological** * Poor Retention due to memory problems * Lack of Attention * Hearing Deficit * Poor Listening skills * Information Overload * Gender Differences 2. **Environmental** * Loud Noise * Uncomfortable Setting * Hot or cold environment * Spacing 3. **Psychological** * Distrust * Emotional Disturbance * Mental illness * Fear and Anxiety 4. **Social** * Differences in social norms and values * Social Taboos * Difference in status 5. **Cultural** * Religious and cultural differences 6. **Semantic** * Language barrier 7. **Communication Related Barriers** * Conflicting messages * Inappropriate channel * Poor Feedback ### Elements of Effective Communication * Clarity of message * Two-way communication * Adequacy and completeness * Consistency * Timing * Appropriate language * Good Listener * Use simple language * Control over emotions * Avoid overloading information * Select appropriate channel ### Tips to Improve Communication 1. Be clear with your message. 2. Practice active listening. 3. Use body language to communicate and pay attention to other persons body language & non-verbal clues. 4. Control your emotions. 5. Speak the language of your audience. ### Exercise 1. When is communication successful? > a. When the fastest channel is used > b. When the sender pronounces all the words correctly > c. When the receiver understands the message as sender intended > d. When positive feedback is given 3. Suzanne just received an email from a client and is reading it carefully. Which part of the communication process is she involved in? > a. Encoding > b. Decoding > c. Feedback > d. Channel Selection 4. A nurse is talking with a patient about the purpose of a medication. The nurse says to the patient - can you tell me in your own words the purpose of this medicine. This is an example of which element in the communication process? > a. Message > b. Obtaining Feedback > c. Channel > d. Environment 5. One of the following is not an element of professional communication. > a. Courtesy > b. Trustworthiness > c. Environment > d. Autonomy 6. One of the following is not a principle of communication. > a. Dynamic > b. Reversible > c. Competency-Based > d. Transformed by Media and Technology ### References 1. Servellen GV. Communication Skills for the Health Care Professional: Context, Concepts, Practice, and Evidence. 3rd ed. United States: Jones & Bartlett Learning; 2018. 2. Potter Patricia A, Perry Anne Griffin, Sharma Suresh k. Potter & Perry's Fundamentals of Nursing, 3rd ed. New Delhi: Elsevier; 2021. ISBN – 978-032-3677-721. 3. https://www.youtube.com/watch?v=2Lkb7OSRdGE - Communication - Basics and Importance 4. https://www.youtube.com/watch?v=v3DiMAPolls - How to improve communication skills : https://www.youtube.com/watch?v=2Lkb7OSRdGE//www.youtube.com/watch?v=2Lkb7OSRdGE