Principles of Effective Communication

1. 6 Principles of Effective Communication

2. Objectives • Define the following terms: • Base station radio • Body language • Communication • Interpersonal communication • Message • Portable radio (continued)

3. Objectives • Define the following terms: • Receiver • Repeater • Sender • Therapeutic communication • Transfer of care (continued)

4. Objectives • State the four types of communication. • Describe the components of communication. • Describe common barriers to effective communication. • Describe the strategies for effective communication. • Describe the characteristics of therapeutic communication. (continued)

5. Objectives • Describe the elements of an appropriate verbal transfer of care. • Describe strategies for successful interviewing. • Describe strategies for successful communication specific to pediatric and geriatric populations. • Identify common communication devices used in EMS. (continued)

6. Objectives • Describe the proper technique for communicating via radio. • Demonstrate effective communication strategies when dealing with instructional staff, classmates, and simulated patients. • Utilize therapeutic communication strategies to establish effective relationships with classmates and simulated patients. (continued)

7. Objectives • Deliver an appropriate verbal transfer of care following a simulated patient encounter. • Demonstrate proper technique when communicating via radio. • Model sensitivity to cultural/age differences in all communications.

8. Topics • What is Communication? • Types of Communication • The Communication Process • Transfer of Care • Radio Communications

9. WHAT IS COMMUNICATION?

10. What Is Communication? • The activity of conveying information. • Individuals and roles you will likely be expected to communicate with: • Patients • Your partner • Other EMS personnel • Fire personnel • Law enforcement personnel

11. What Is Communication? • Individuals and roles • Hospital personnel • Bystanders • Family members • Friends of patients

12. What Is Communication? Emergencies are stressful situations for the patient, family members, and bystanders. How you relay information will leave a big impression, not only of yourself, but of your department and profession.

13. Think About It How can the way you communicate information during an emergency impact: the patient? the patient's family members? bystanders? other responders? What are ways the EMR can help minimize miscommunication?

14. TYPES OF COMMUNICATION

15. Types of Communication • Verbal • Words and sounds that make up language we speak. • Nonverbal • Body language, eye contact, and gestures.

16. Types of Communication • Written • Use of letters and words to express language we speak. • Visual • Signs, symbols, and designs.

17. Think About It Which type of communication is most important when working with: Patients, including children? Bystanders? Partner?

18. THE COMMUNICATION PROCESS

19. The Communication Process • Sender • The one who is introducing new thought or concept or initiating communication process. • Message • Thought, concept, idea being transmitted. • Receiver • The one for whom message is intended.

20. A message must pass through many steps in the communication process.

21. The Communication Process • Transmitting the Message • 55% body language (gestures, expressions, posture, physical manifestations). • 38% voice (quality, tone, inflections) • 7% words used.

22. Communication is delivered in many forms.

23. The Communication Process • Barriers to Communication • Physical • Perceptual • Emotional • Cultural • Language • Gender • Interpersonal

24. The Communication Process • Strategies for Effective Communication • Speak clearly and use words and terminology receiver will understand. • Keep open mind and resist urge to be defensive. • Become active listener. • Be assertive, especially when safety is at stake. (continued)

25. The Communication Process • Strategies for Effective Communication • Remain aware of the influence body language plays in effective communication. • Accept reality of miscommunication.

26. The Communication Process • Interpersonal Communication • Form of verbal communication. • Occurs between three or fewer participants in close proximity to one another. • Feedback between sender and receiver is immediate.

27. The Communication Process • Therapeutic Communication • Face-to-face communication process focuses on advancing physical and emotional well-being of patient. • Key component is trust. (continued)

28. The Communication Process • Therapeutic Communication • Three objectives • Collecting information • Assessing behavior • Educating

29. The Communication Process • Strategies for Successful Interviewing • Immediately introduce yourself and your level of training. • Obtain patient's name early; use it frequently during interview. • Position yourself at or below patient's eye level whenever possible. (continued)

30. Positioning yourself at or below eye level with the patient will demonstrate caring and compassion.

31. The Communication Process • Strategies for Successful Interviewing • Ask one question at a time; allow patient ample time to respond. • Listen carefully to everything patient tells you. • Restate patient's answers when necessary for clarification. (continued)

32. The Communication Process • Strategies for Successful Interviewing • Notice what works and what does not work. • Interviewing strategies may need to be modified, depending on age of patient.

33. You may have to alter your approach, depending on the age of your patient.

34. Think About It What are the three parts of the communication process? In what ways does body language impact what you are communicating? How does speaking assertively differ from speaking aggressively? Which strategies improve the interviewing process?

35. TRANSFER OF CARE

36. Transfer of Care • Physical and verbal “handing off” of care from one healthcare provider to another. • Continuum of care helps to ensure that care is consistent and appropriate.

37. Transfer of Care • Patient's name and age • Chief complaint • Brief account of patient's current condition • Past pertinent medical history • Vital signs

38. Transfer of Care • Pertinent findings from physical exam • Overview of care provided • Patient's response to that care

39. Think About It What are the key elements of a verbal report? Why is it important to provide a concise verbal report upon transfer of care? Do not take it personal if the ambulance crew does not have time for a complete report.

40. RADIO COMMUNICATIONS

41. Radio Communications • Radio system a combination of transmitters, receivers, repeaters, antennae. • Dispatch centers utilize base station radios that transmit over wide area. • EMS personnel carry pagers and handheld (portable) radios.

42. Portable radios are still the most common communication tool used in EMS.

43. Radio Communications • Pagers notify response personnel of emergency call. • Portable radios communicate directly with dispatch center. • Radios require specific protocol when communicating with others in system.

44. Think About It Why are portable radios an important piece of communications equipment? How does the use of proper radio techniques help to ensure effective communication?

45. SUMMARY

46. Summary • Communication is a complex process involving interchange of ideas or information. • Requires sender, receiver, message. • Four types • Verbal • Nonverbal • Written • Visual

47. Summary • Barriers to communication include physical, perceptual, emotional, cultural, language, gender, and interpersonal. • Strategies for effective communication: • Speaking slowly and clearly • Resisting urge to be defensive • Utilizing active listening techniques • Being aware of body language and the messages it sends

48. Summary • Therapeutic communication focuses on advancing physical and emotional well-being of patient. • Objectives • Collecting information • Assessing behavior • Providing education

49. Summary • Strategies for successful interviewing: • Immediately introducing yourself and your level of training. • Obtaining patient's name early and using it frequently during interview. • Positioning yourself at or below patient's eye level whenever possible. (continued)

50. Summary • Strategies for successful interviewing: • Asking one question at a time and allowing patient time to respond. • Listening carefully to everything patient tells you. • Restating patient's answers when necessary for clarification.