1. Non-verbal Communication Unit: Communication

2. Non-verbal Communication • Seeing and receiving wordless messages • Expresses more of a meaning than verbal communication • _____________________________________ • 7% by spoken word • 38% by the tone of voice • 55% by body language

3. Non-Verbal Communication http://www.youtube.com/watch?feature=player_detailpage&v=5X7fKZTmZa4

4. Types of Non-verbal Communication • Gestures • ____________________________________________ • Facial expressions • ________________________ • 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 • ______________

5. Verbal Communication Unit: Communication

6. Uses of Verbal Communication • Interactions with patients, families, and co-workers • Giving reports to other health care professionals • ________________________________

7. Elements of Effective Communication:The message must be clear • Use terms that the receiver can understand • ________________________________________________ • Deliver the message in a clear and concise manner • The receiver must be able to hear and receive the message • ________________________________________________ • Interruptions or distractions must be avoided

8. Elements of Effective Communication:Conversation Skills • ___________________________________________ • Be knowledgeable about the topic of conversation • ___________________________________ • Be clear and concise • Avoid words that might have different interpretations • ___________________________________ • Keep an open mind • Take advantage of available opportunities

9. Elements of Effective Communication:Therapeutic Communication Skills • Listening • _________________ • Offering Self: Can I help in some way? • ___________: repeating what the patient has said • Encouraging elaboration: Tell me how that felt. • _______________________________: Go on. I see. • Giving information: The rest results take about 24hrs. • _______________________: Tell me about your day

10. Elements of Effective Communication:Non-Therapeutic Communication Skills • Don’t use clichés • Don’t use questions beginning with why or how • _______________________________ • Don’t keep changing the subject • _______________________________

11. Elements of Effective Communication:Gender Bias • Words used often reflect a ______________ • 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