NON-VERBAL COMMUNICATIONUnit: Communication

NON-VERBAL COMMUNICATION

Seeing and receiving wordless messages Expresses more of a meaning than verbal

communication Understanding the message

7% by spoken word 38% by the tone of voice 55% by body language

NON-VERBAL COMMUNICATION

TYPES OF NON-VERBAL COMMUNICATION

Gestures Body language and posture Facial expressions Eye contact Object communication such as clothing and

hairstyles Healthy people usually pay more attention to

dress People who are feeling ill show much less

interest Health care workers – neat and clean uniform

Touch

VERBAL COMMUNICATIONUnit: Communication

USES OF VERBAL COMMUNICATION

Interactions with patients, families, and co-workers

Giving reports to other health care professionals

Documenting patient care

ELEMENTS OF EFFECTIVE COMMUNICATION:

THE MESSAGE MUST BE CLEAR

1. Use terms that the receiver can understand

2. Use language appropriate to their level

3. Deliver the message in a clear and concise manner

4. The receiver must be able to hear and receive the message

5. The receiver must be able to understand the message

6. Interruptions or distractions must be avoided

ELEMENTS OF EFFECTIVE COMMUNICATION:

CONVERSATION SKILLS

1. Control the tone of your voice2. Be knowledgeable about the topic of

conversation3. Be flexible4. Be clear and concise5. Avoid words that might have different

interpretations6. Be truthful7. Keep an open mind8. Take advantage of available opportunities

ELEMENTS OF EFFECTIVE COMMUNICATION:

THERAPEUTIC COMMUNICATION SKILLS

1. Listening2. Silence3. Offering Self: Can I help in some way?4. Reflection: repeating what the patient has

said5. Encouraging elaboration: Tell me how that

felt.6. General leading statements: Go on. I see.7. Giving information: The rest results take

about 24hrs.8. Open ended questions: Tell me about your

day

ELEMENTS OF EFFECTIVE COMMUNICATION:

NON-THERAPEUTIC COMMUNICATION SKILLS

1. Don’t use clichés2. Don’t use questions beginning

with why or how3. Don’t give advice4. Don’t keep changing the subject5. Don’t use judgmental comments

ELEMENTS OF EFFECTIVE COMMUNICATION:GENDER BIAS

Words used often reflect a gender bias role

Gender roles have changed in the past ten years

To eliminate bias, avoid referring to doctors as male and nurses as female – address the person by name of title