LESSON 5- interpersonal communication and counselling.pdf

HEALTH PROMOTION KNUR 414 (Mrs) Lecturer: Delphina Abbey-Awadzi INTERPERSONAL COMMUNICATION AND COUNSELLING 1 LE...

HEALTH PROMOTION KNUR 414 (Mrs) Lecturer: Delphina Abbey-Awadzi INTERPERSONAL COMMUNICATION AND COUNSELLING 1 LECTURER: DELPHINA ABBEY-AWADZI (MRS) OUTLINE 1. The role and process of interpersonal communication and counselling 2. Differences between interpersonal communication and counselling 3. Importance of interpersonal communication and counselling (Mrs) Lecturer: Delphina Abbey-Awadzi 4. Factors affecting interpersonal communication 5. Elements in interviewing 6. Counselling process and techniques 7. GATHER Approach of counselling 8. REDI Approach of counselling 2 INTERPERSONAL COMMUNICATION Interpersonal communication is the process by which people exchange information, ideas and feelings through verbal or non-verbal means. It often includes face-to-face exchange of information, in (Mrs) Lecturer: Delphina Abbey-Awadzi a form of voice, facial expression, body language and gestures. Nurses use interpersonal communication to gather information during assessment, to teach about health issues, to explain care and to provide comfort and 3 support. INTERPERSONAL COMMUNICATION Interpersonal skills also includes: ✓Ability to listen and understand ✓Problem solving ✓Decision making (Mrs) Lecturer: Delphina Abbey-Awadzi ✓Personal stress management The three ways by which humans communicate are by: words, voice tone and body language ✓Words: generate only 7% of the impact of communication ✓Voice tone: generates as high as 38% 4 ✓Body language: generates as high as 55% INTERPERSONAL COMMUNICATION Interpersonal communication is not just about what is actually said-the language used-but how it is said and the non-verbal messages sent through tone of voice, facial (Mrs) Lecturer: Delphina Abbey-Awadzi expressions, gestures and body language. Interactive communication involves dialogue with patients involving health condition or treatment. Interpersonal communication is also known as dyadic communication. 5 The Role of interpersonal relationship ❑Reduction of death rates- Patients require adequate information about their health to manage their condition. Interpersonal communication enhances patients’ understanding of health risks. Most health-related deaths are a result of (Mrs) Lecturer: Delphina Abbey-Awadzi dysfunctional communication between patients and their physicians or caregivers. Many patients commit suicide when they realize that they have chronic diseases. Interpersonal communication between patients and caregivers reduces such risks. Also, many patients die because of lack of awareness on the management of their health problems. Interpersonal communication seeks to educate patients on home-treatment methods 6 and risk reduction. The Role of interpersonal relationship ❑Reduction of Health Care Costs: Many patients spend more on treatment because they lack information on the best ways to manage their health (Mrs) Lecturer: Delphina Abbey-Awadzi problems, as well as finding the best medication. The interpersonal communication process also enables physicians and caregivers to understand the problems of their clients and also offer as much help as possible. Patients spend less when there is effective 7 communication between them and health care workers.  The Role of interpersonal relationship ❑Reduction in Malpractice Risks: Many malpractices occur because of poor communication among physicians and nurses. Communication breakdowns cause wrong diagnoses that often lead to death. Delivery of medical data quickens the healing process because (Mrs) Lecturer: Delphina Abbey-Awadzi physicians can understand their patients’ health-related problems and also make quicker decisions on the most appropriate medication. Through interpersonal communication, physicians understand the allergies of their patients. This understanding helps physicians to prescribe drugs that will not jeopardize the patient’s medical condition. Interpersonal 8 communication reduces risk of malpractice by another physician in cases of patient referral.  The Role of interpersonal relationship ❑Improves Patient Satisfaction: Patient satisfaction is a requirement for all health care providers. Interpersonal communication offers patients an environment where they express their health problems. Patients expect health care givers to listen to them and (Mrs) Lecturer: Delphina Abbey-Awadzi also show concern about their condition. When a patient receives attention from their health care providers, they feel safe. Interpersonal communication among workers in the health care sector also enhances the medical process, because the physicians understand the special needs of their patients. This enables physicians 9 to provide the appropriate medical services for their patients. The Role of interpersonal relationship ❑It helps patients feel at ease: It’s common for people who need health care services to feel anxious about their health, about what tests and (Mrs) Lecturer: Delphina Abbey-Awadzi treatment they might have to undergo and about what the future holds for them. This can sometimes lead them to speak out of character, perhaps being a bit rude or aggressive. Having good communication with health care workers will reduce their anxiety and build their confidence. 10 The Role of interpersonal relationship ❑Good communication helps patients to feel in control: It’s easy for people to feel that they give up all control of their lives once they enter the health system. If they’re in hospital, for instance, even simple everyday things they normally control, like (Mrs) Lecturer: Delphina Abbey-Awadzi when they get out of bed, when they wash and when they eat, might be dictated by someone else. Losing control can make people feel helpless and hopeless, which isn’t good for boosting their chances of recovery from illness. But good communication can avoid these feelings – it can help people to see that they still have a say and are still in charge of their own lives. 11 The Role of interpersonal relationship ❑Good communication makes patients feel valued: The most precious thing we can give to another person is our time. When we show we’re prepared (Mrs) Lecturer: Delphina Abbey-Awadzi to lay aside all the other things we need to do to spend time with someone, to listen to them, get to know them and understand how they are feeling, we’re showing that we really value that person. 12 The Role of interpersonal relationship It enhances teamwork Contributes to productivity (Mrs) Lecturer: Delphina Abbey-Awadzi 13  Lecturer: Delphina Abbey-Awadzi 14 (Mrs)  Processes or elements of interpersonal communication 1. The communicators The term communicators refer to both the sender of the information as well as the receiver. In interpersonal communication, there are at least two communicators involved in the conversation. (Mrs) Lecturer: Delphina Abbey-Awadzi 2. The message One of the most important parts of interpersonal communication is the message. Message can be conveyed in many ways: speech, body language, tone of voice, gestures and other indicators. 3. Feedback Feedback conveys information about the messages sent. In face-to-face 15 communication, nods of agreement, smiles, puzzled looks, confusion, etc are feedback and can be monitored as we are speaking.  Processes or elements of interpersonal communication 4. Channel Channel refers to the medium between the source and the receiver through which messages pass or been transferred. 5. Noise (Mrs) Lecturer: Delphina Abbey-Awadzi Noise refers to any interference faced while receiving a message. It can be physical, physiological or semantic. Noise cannot be eliminated but it can be reduced. 6. Context Context refers to an environment that influences the forms and content of communication. 16  Lecturer: Delphina Abbey-Awadzi 17 (Mrs) Process of interpersonal communication (Mrs) Lecturer: Delphina Abbey-Awadzi 18 FOUR PRINCIPLES OF INTERPERSONAL COMMUNICATION It is inescapable It is irreversible (Mrs) Lecturer: Delphina Abbey-Awadzi It is complicated It is contextual 19 FOUR PRINCIPLES OF INTERPERSONAL COMMUNICATION ❖It is inescapable: You can NOT communicate. Even your body sends a message when you are (Mrs) Lecturer: Delphina Abbey-Awadzi silent. 20 FOUR PRINCIPLES OF INTERPERSONAL COMMUNICATION ❖It is irreversible: Once you’ve said something (verbally or non- verbally), it is out there. You cannot reverse it or (Mrs) Lecturer: Delphina Abbey-Awadzi take it back. 21 FOUR PRINCIPLES OF INTERPERSONAL COMMUNICATION ❖It is complicated: Words are actually symbols, giving different meanings by different people in different (Mrs) Lecturer: Delphina Abbey-Awadzi circumstances. 22 FOUR PRINCIPLES OF INTERPERSONAL COMMUNICATION ❖It is contextual: Psychological, cultural, situational, rational and environmental. When and where you speak will have a (Mrs) Lecturer: Delphina Abbey-Awadzi bearing on the meaning of your message and how it is received. 23 THE JOHARI WINDOW MODEL- COMMUNICATION THEORY (Mrs) Lecturer: Delphina Abbey-Awadzi 24 AREAS OF INTERPERSONAL COMMUNICATION OPEN AREA BLIND AREA The individual The individual is not discloses these facts receptive to feedback (Mrs) Lecturer: Delphina Abbey-Awadzi about himself or Individual ignores herself to others who comments about him/herself from others. may then pass this ahead. Example: John is careful with his budgets, whereas Behaviour of others is others think he is a miser 25 visible to all.  AREAS OF INTERPERSONAL COMMUNICATION THE HIDDEN SELF THE UNKOWN ARENA The individual feels the trait is not important for others to know in The individual has poor current context. self-awareness. (Mrs) Lecturer: Delphina Abbey-Awadzi Individual has some hidden No risk taker, fails to agenda. Example: Kofi is a leader, but he recognize hidden has a tremendous fear of public qualities. speaking, no wonder he sends other members to speak on his 26 behalf in order to maintain his image  Barriers to effective interpersonal communication The most frequent communication barriers from the patients and nurses’ viewpoint are: Cultural Barriers- difference in culture, belief systems and customs. (Mrs) Lecturer: Delphina Abbey-Awadzi Language barrier Nurses’ being overworked Systemic barriers- complexity of healthcare systems Gender differences between nurse and patient Nurse’s unwillingness for communication 27 Hectic environment of the ward Patient’s anxiety, pain, and physical discomfort Strategies to improve team communication in health care 1. Explain things clearly in plain language 2. Focus on key messages and repeat 3. Use a “teach back” or “show me” technique to check (Mrs) Lecturer: Delphina Abbey-Awadzi understanding 4. Effectively solicit questions 5. Use patient-friendly educational materials to enhance interaction 28 STRATEGIES TO IMPROVE COMMUNICATION ❑Explain Things Clearly in Plain Language ✓Slow down the pace of your speech ✓Use plain, non-medical language “Blood pressure pill” instead of “antihypertensive” ✓Pay attention to patient’s own terms and use them back (Mrs) Lecturer: Delphina Abbey-Awadzi ❑Focus on Key Messages and Repeat ✓Limit information ✓Develop short explanations for common medical conditions and side effects ✓Discuss specific behaviors rather than general concepts ; What the patient needs to do ✓Review each point at the end 29 STRATEGIES TO IMPROVE COMMUNICATION ❑Use a “Teach Back” to Check Understanding ✓I want to make sure I explained everything clearly. If you were trying to explain to your husband how to take this medicine, what would you say? ✓Let’s review the main side effects of this new medicine. What are the 2 things that I (Mrs) Lecturer: Delphina Abbey-Awadzi asked you to watch out for? ✓Show me how you would use this inhaler. ❑Effectively Solicit Questions ✓Don’t say: Do you have any questions? ✓Did you take your doses correctly? ✓Instead say: What questions do you have? 30 ✓How did you take your doses last month?”  Differences between interpersonal communication and counselling Interpersonal communication Counselling Two or more people who are In counselling, two people, related by blood, work, union, who are in no way related to (Mrs) Lecturer: Delphina Abbey-Awadzi or business ideas use this each other, meet to resolve a approach to deal with crisis or problem and situations. together find a ways to overcome them. There is lack of trust and low Confidentiality is assured and level of confidentiality. trust is always at the highest 31 level.  Lecturer: Delphina Abbey-Awadzi 32 (Mrs)