Information about Communication Skills PowerPoint Presentation

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Communication Skills for the HealthCare Professional

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Cultural Competence

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Communication Skills “I know you think you know what you think I said, but that’s not what I meant. What I really meant was not what I said but what I implied…”

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Communication Skills Culture- Identifiable integrated pattern of human behavior that includes customs, beliefs, values, behaviors, and communications Can be observed in racial, ethnic, religious and social groups Can be reflective of age, gender, ethnic and social group differences Everyone has a cultural identity, usually several!

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Communication Skills Ethnicity- A dynamic and complex concept referring to how members of a group perceive themselves and how, in turn, they are perceived by others in relation to the population subgroup’s common heritage of customs, characteristics, language, and history.

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Cultural Blindness Blind to their own cultural influences and do not perceive the influences of culture in others’ responses. Profess that all people are the same and culture or ethnicity make no difference What would work for one will work for everyone!

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Cultural Competence

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Cultural Competence

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Cultural Competence

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Cultural Competence

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Cultural Competence

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Cultural Competence: It’s all about YOU!

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Cultural Competence: It’s all about YOU!

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Where Cultural Differences Exist…

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Where Cultural Differences Exist…

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Behavioral signs of a good listener… Eye Contact Engaged, not staring or glaring Postural Position Facing the pt. , open postures, flexible movements

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Behavioral signs of a good listener… Verbal Quality Pleasant, interested, appropriate tone It’s inappropriate to express concern when there is no reason for concern

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Behavioral signs of a good listener… Verbal Messages Wording must be in terms that the pt. can understand & consider the pt.’s own words and experiences

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Trust, Respect, and Genuineness Trust encompasses respect. All patient-provider encounters, if they are to be therapeutic, must be based upon respect and genuineness.

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Trust, Respect, and Genuineness Respect means acknowledging the value of patients and accepting their individuality as well as their unique needs and rights.

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Trust, Respect, and Genuineness Genuineness refers to a provider’s ability to be open and honest with the patient. Providers who are genuine are congruent in the communications Verbal statements are congruent with verbal and nonverbal communications Verbal Non-verbal

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Trust, Respect, and Genuineness Often achieved by self disclosure, but only if used carefully! Some disclosures can create the opposite effect and create distance facebook

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Establishing Trust

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Establishing Trust

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Learning & Anxiety

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Learning & Anxiety The American Handbook of Psychiatric Nursing

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Patient Education & Learning “ASSURE” Analyze the learner State the teaching POC (designed with or for the learner). Select teaching methods and educational materials for the learner. Use teaching methods and educational materials during interventions. Require learner performance. Evaluate and re-evaluate the teaching POC.

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Patient Satisfaction? Does the patient trust you? If you are perceptive as a listener and careful as an observer, noticing small details, you will have a glimpse into the life of the patient. Did you take the time to determine the patient’s needs?

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Patient Centered Teaching Listen to the pt’s feelings, language, and values; Communicate in layman’s terms; Help the pt. understand Showing empathy and establishing a partnership with the pt.

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Patient Centered Teaching Considering the pt’s unique views on health and disease; Demonstrating respect for the pt’s knowledge, values, and feelings; Acknowledging in a respectful way differences in values or points of view.

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Patient Centered Teaching Supporting the pt’s teaching and learning; Facilitating the pt’s problem solving; acknowledging pt. difficulties; providing different teaching styles.

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Patient Centered Teaching Define pt’s learning goals Identify pt’s beliefs, thoughts, values, and feelings that might affect the goals Identify pt’s short and long term goals for teaching and learning Facilitate pt’s commitment to learn and change Facilitate pt’s self-assessment of learning process

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Patient Centered Teaching Adapt pt. education by considering the pt’s : teaching and learning styles & preferences culture, ethnic traditions, homelessness, and addiction economic and educational status health and literacy level family patterns and situations traditions, including alternative and folk remedies

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Patient Centered Teaching Adapt patient teaching to allow better communication with the patient In a language and at a level that the patient understands

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Effective Listening Skills Listening to the other person with undivided attention Using verbal and nonverbal expressions when listening

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Effective Listening Skills Acknowledging the other person’s whole message Checking with the other person to verify correct understanding of the meaning of the message Asking the other person questions to clarify the meaning.

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Body Language Patterns Aggressive Patterns Forward movement gestures, demanding tone of voice, angry expression, sustained eye contact Shows defensiveness in the other person

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Body Language Patterns Appeasing pattern Shy gestures, a soft tone of voice, apprehensive expression, minimal eye contact Shows defensiveness in the other person Non-defensive pattern Normal posture, usual expression, frequent eye contact

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Teaching Health Information It must be: Accurate Available Balanced Consistent over time Culturally competent Evidence based Reliable Repetitive Targeted Timely Understandable

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Patient Education Guidelines Written Materials Fonts, a 12 point is the minimum Arial is a clean example Use the same font throughout the document Emphasize major points with bold Bullets can also help the reader with information DO NOT USE ALL CAPITAL LETTERS> IT LOOKS LIKE YOU ARE SHOUTING AND CAN BE DIFFICULT TO READ. All of the words start to look rectangular and look the same.

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Patient Education Guidelines Written Materials There needs to be open space on the page for the pt. to be able to follow the information and prevent it from looking cluttered. Use the left margin for alignment. It’s easier for tracking information than when the information is centered.