Communication

Question 1

how do we communicate?

Answer 1

encoding - turning thoughts into communication (sender)
decoding - turning communication into thoughts (receiver)
sensory route - sight, touch, smell, taste, sound

Question 2

models of communication?

Answer 2

linear
interactive
transaction

Question 3

linear model of communication?

Answer 3

• one-way process
• intentional transmission of the message
• emphasis on the message being sent, not received

Question 4

linear model of communication examples?

Answer 4

radio/TV

staff change over - information about patient

Question 5

interactive model of communication?

Answer 5

• sender and receiver alternate to enable feedback
• keeps communication process going as long as focus on important message
• some messages may be missed if too many at once

Question 6

interactive model of communication examples?

Answer 6

job interview

consultations - discussion on issue, diagnoses and treatments

Question 7

factors affecting interactive communication?

Answer 7

physical - size, layout, temperature, lighting

psychological - mental and emotional factors (stress, anxiety, excitement)

Question 8

transaction model of communication?

Answer 8

• beyond sender and receiver - two communicators
• forms concepts
  (physical, psychological, cultural, relational and social)
• creates relationships
• can adapt communication when necessary
• best form

Question 9

what can effect communication?

Answer 9

• social norms
• a type of relationship with the person (equal or unequal?)
• culture (race, gender, nationality, ethnicity, sexual orientation, class)

sometimes communicate better with those we know or from a similar background. often adapt communication style with different people

Question 10

problems with clinical communication?

Answer 10

clients are often interrupted very early into a discussion

so some issues are never discussed

leads to late arising concerns

Question 11

clinical communication skills?

Answer 11

• take pauses
• summarise and repeat
• avoid clinical terminology
• avoid different interpretations (eg put to sleep)
• check understanding
• “is there anything else?”

Question 12

non-verbal communication?

Answer 12

• attitude
• knowledge vs attitude - clients don’t care how much you know until they know how much you care
• creates a long-lasting impression

Question 13

Communication and the Code of Conduct?

Answer 13

• encourage full discussion
• take steps if communication is difficult (eg. family/ friend, additional time, interpreter, someone with Power of Attorney)
• if consent is withheld should be recorded - take up if welfare concern
• ask for contactable numbers - can act without consent if in the interest of the patient - verbal fine if an emergency

Question 14

question types?

Answer 14

open - how has lucky been doing?
closed - has lucky been vomiting?
probing - can you tell me more about the vomiting, how much, what colour?
leading - she’s not had any diarrhoea, has he? DONT USE
reflective - what did you think about this conversation? DONT USE

Question 15

communication with clients?

Answer 15

• consider comfort zone
• find out main concerns and expectations
• put yourself in their shoes
• pick up verbal and non-verbal cues. Identify emotion and name it (eg. I can see that you are upset about this…)
• add a personal touch - animals name and use of “we” to show teamwork

Question 16

communication with colleagues?

Answer 16

closed loop

• sender and reciever confirm information has been correctly passed on and understood
• important for safety