Effective Verbal Communication in Healthcare

This material explores the key elements of effective verbal communication in the healthcare environment, covering topics such as defining communication, identifying assumptions, communication models, variables, and the multidimensional nature of communication. It emphasizes the sender-receiver dynamic, information transfer, and the importance of common rules. The illustrations provided enhance understanding of health IT communication.

• Verbal communication
• Healthcare communication
• Effective communication
• Healthcare environment
• Communication models

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1. Professionalism/Customer Service in the Health Care Environment Key Elements of Effective Communication Verbal Communication Lecture a This material (Comp16 Unit4) was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number 1U24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/4.0/.

2. Verbal Communication Learning Objectives Define communication. Identify assumptions about communication. Identify general and health-specific communication models. Identify communication variables. 2

3. Communication Defined Four components: Sender Receiver Transfer of information Common set of rules (e.g., common language) Communication is the process of sharing information using a common set of rules. Northouse & Northouse, 2007 3

4. Assumptions about Communication Communication is a process. Communication is transactional. Communication is multidimensional. 4

5. Assumptions about Communication Continued Communication is a process. Communication is transactional. Communication is multidimensional. 5

6. Assumptions about Communication Continued 2 Communication is a process. Communication is transactional. Communication is multidimensional.

7. Illustration of Health IT Communication CC BY-NC-SA image by CAST/Joel G Goodman/Marcin Wichary, 2013 7

8. Assumptions about Communication Continued 3 Communication is a process. Communication is transactional. Communication is multidimensional. 8

9. Communication Models Shannon-Weaver model Information source Transmitter Sources of noise Receiver Destination Northouse & Northouse, 2007; Shannon & Weaver, 1949 9

10. Communication Models Continued Shannon-Weaver model Berlo communication model (SMCR) Source Message Channel Receiver Northouse & Northouse, 2007; Berlo, 1960 10

11. Communication Models Continued 2 Shannon-Weaver model Berlo communication model (SMCR) Source Message Channel Receiver

12. Common Health-Specific Communication Models The therapeutic model Between clinicians and patients Role of relationships in health The King interaction model Between nurses and patients Relationship, process, transaction Northouse & Northouse, 2007 12

13. HIT Communication No specific model unique to health IT Communication takes place at many levels Other health IT staff Clinicians Other departments in the organization Communicating change Often requires adapting to the audience 13

14. Health Care Communications Professional with professional Professional with client Professional with family or significant other Client with family or significant other 14

15. Communication Variables in Health Care Empathy Control Trust Self-disclosure Confirmation 15

16. Communication Variables in Health Care Continued Empathy Understanding Improves accuracy of communication Promotes effective interpersonal relationships NOT sympathy or pity Can help disarm users who are stressed by change 16

17. Communication Variables in Health Care Continued 2 Empathy Control Personal Relational Strive to be collaborative Avoid mandates 17

18. Communication Variables in Health Care Continued 3 Empathy Control Trust Confidence in others Necessary to create supportive climate Builds client s confidence in your abilities Be prepared to pay the price to earn trust Without trust, success is more difficult 18

19. Communication Variables in Health Care Continued 4 Empathy Control Trust Self-disclosure Be professional. Use tact in the communication of personal information. Protected health information (PHI) is protected by federal and state privacy regulations. 19

20. Communication Variables in Health Care Continued 5 Empathy Control Trust Self-disclosure Confirmation Acknowledging others ideas Verbal and nonverbal aspects Ambiguity kills projects: confirmation is an important weapon to vanquish it 20

21. Key Elements of Effective Communication Summary Lecture a Communication = dynamic, reciprocal process Certain elements contribute to effective communication Empathy Control Trust Confirmation 21

22. Note on Source Material for This Lecture Much of the material in this presentation has been adapted from the book Health Communication: Strategies for Health Professionals by Northouse and Northouse. 22

23. Key Elements of Effective Communication References Lecture a References Berlo, D. K. (1960). The process of communication. New York: Holt, Rinehart, & Winston. Broca, P., & Ferreira, M. (2015). Communication process in the nursing team based on the dialogue between Berlo and King. Escola Anna Nery Revista de Enfermagem 19(3), 467 474. Retrieved from http://www.scielo.br/pdf/ean/v19n3/en_1414-8145-ean-19-03-0467.pdf Northouse, L. L., & Northouse P. G. (2007). Health communication: Strategies for health professionals, 4th ed. Stamford, CT: Appleton and Lange. Reussm, G., & Kraft-Todd, G. (2014). EMPATHY: A tool to enhance nonverbal communication between clinicians and their patients. Academy of Medicine 89(8), 1108 1112. Retrieved from http://journals.lww.com/academicmedicine/Fulltext/2014/08000/E_M_P_A_T_H_Y____A_Tool_to_ Enhance_Nonverbal.12.aspx Robbins, S. P., & Judge, T. A. (2017). Organizational behavior, 17th ed. San Francisco: Pearson. Shannon, C. E., & Weaver, W. (1949). The mathematical theory of communication. Urbana: University of Illinois Press. 23

24. Key Elements of Effective Communication References Lecture a Continued Images Slide 7: HIT Communication by CAST and Joel G Goodman/Marcin Wichary, 2013. Slide 17 : Microsoft clip art; used with permission from Microsoft. 24

25. Professionalism/Customer Service in the Health Care Environment Key Elements of Effective Communication Lecture a This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002. 25