Lesson 1: Concepts of Effective Communication

Watch the following video from the US Department of Labor entitled Skills to Pay the Bills - Communication.

Effective Communication

Functions of Communication

Communication is the exchange of information, thoughts, ideas, and feelings. The communication process includes

verbal or spoken words,
written words and
nonverbal behaviors such as body language, facial expressions, touch

Effective communication in the healthcare setting can be a source of comfort when delivered in a clear, honest, and empathetic manner. Poor communication skills can be a source of stress and frustration for the employee, employer, and patient.

When communication is initiated a message is sent from Person A (sender) to Person B (receiver) who then interprets the message and responds (feedback).

Feedback Methods

Communication Fundamentals

Effective communications consist of a number of elements that improve how well the receiver interprets the message.

Clarity - the message must be delivered in clear concise terms that both the sender and the receiver understand. The use of familiar medical terms when speaking to patients and family will block the receiver's interpretation of the message.

Delivery - the tone, pitch, and speed of delivery impact how the receiver interprets the message as well. Information spoken too rapidly may leave the receiver feeling overwhelmed secondary to the limited time provided by the sender for the receiver to hear all parts of the message.

Conducive to understanding- the message must be delivered through a method that is understood by the patient. Individuals with hearing, visual, or limited English language proficiency may require additional resources to ensure that the receiver receives the message and is capable of providing feedback on their interpretation of the message.

Interruptions or distractions must be avoided- the receiver's capacity to properly interpret the message can be impacted by environmental noise, temperature, and the focus of the sender.

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