Communication Styles

Question 1

Communication definitions

Answer 1

• inevitable
• a process
• transactional
• purposeful
• multidimensional
  -irreversible

Question 2

What is formal and informal communication

Answer 2

Formal - official communication
Informal communication- exchange of information in a casual unstructured and unofficial way

Question 3

List and give examples of other types of communication

Answer 3

-formal
-informal
-downward : policies and procedures
-upward : meetings
- horizontal : team work
-diagonal: working across teams
- non verbal communication: sign language
- verbal communication: spoken

Question 4

Why is professional communication important?

Answer 4

• Patients feel more able to ask questions and be more involved in their care
• Patients then feel they have a sense of control over their condition and
treatment
• Patients then feel they can trust and have confidence in the treatment
process and therefore are more likely to comply with planned treatment

Question 5

What does poor communication in healthcare cause?

Answer 5

• leads to hospital complaints being investigated by the parliamentary and health services ombudsman

-wasted public fund, damages patient care, puts patient at risk

-negative impact on morale, satisfaction, treatment outcomes, quality of care

Question 6

Ways for effective interpersonal communication

Answer 6

• build a trusting relationship with the service user
• help the service user resolve their problems
  -identify needs in order to form plans
• influence the behaviour of the service user
  -communicate essential info to the service user therefore reducing anxiety improving recovery rates and decreasing contact with services

Question 7

Three main types of communication

Answer 7

1. Verbal
2. Paralinguistic -aspects of verbal communication that don’t involve words but instead add emphasis or shades of meaning to what people say.
3. Non-verbal

Question 8

Verbal communication examples

Answer 8

-words
-phrases
-figures of speech
- personal and idiosyncratic forms of speech

Question 9

Paralinguistic communication

Answer 9

• timing
  -volume
  -tone
  -pitch
  -“ums, errs, mhm”
  -fluency
  -range

Question 10

DISC communication styles

Answer 10

-dominance : direct, firm, strong willed, forceful. Used in emergencies
-influence: outgoing, enthusiastic, optimistic, lively, used on children
-steadiness: even-tempered, patient, humble, accommodating. Used on elderly
-conscientious: reserved, precise, private, systematic. Used on neurodivergence

Question 11

Non verbal communication / active listening

Answer 11

• head movement
• eye contact
• gesture
  -posture
  -proximity
  -touch
  -appearance

Question 12

Reflection skills

Answer 12

• can be used at different stages of your conversation
• reflecting feelings, thoughts and facts
  -affirmation
  -summarising

Provides reassurance to yourself and service user

Question 13

Barriers of communication definition

Answer 13

• any parameter that limits the purpose of communication is a barrier to communication

-a communication barrier may reduces the ease at which we communicate

Question 14

Semantic barriers

Answer 14

-language including jargon, technical, medical, legal terms

Question 15

Psychological barriers

Answer 15

Mood of sender or reviewer, passed on messages

Question 16

Organisational barriers

Answer 16

Rules and regulations , relationships with managers boss

Question 17

Cultural barriers- lack of similar reference points, word selection

Question 18

Physical barriers

Answer 18

• noise faulty equipment

Question 19

Physiological barriers

Answer 19

Struggle to express or receive messages , dyslexia

Question 20

Emotional barriers

Answer 20

Anger fustration humour
Limits communication

Question 21

Perception barriers

Answer 21

• the same information is perceived differently by people

Question 22

Technological barriers

Answer 22

Speed of development costs

Question 23

Attitude barriers

Answer 23

Fixed opinions large egos

Question 24

Overcome semantic barriers
E.g jargon, medical technical terms

Answer 24

• language chosen is vital to communication
  -using jargon, slang or abbreviations can be a major obstacle
  -level of language must be chosen carefully
  -e=knowledge of the intended audience must be considered : cultural and social background
  -keep as simple as possible and confirm understanding

Question 25

Overcoming psychological barriers -mood of sender o receiving , sending messages

Answer 25

- 55% of the meaning of a msg is communicated through none verbal interactions -posture, facial expression, gestures, tone and pitch of voice, proximity, eye contact - non verbal cues can vary with respect to culture, context and intention -random gestures can be interpreted to have more significance than what was intended

Question 26

Overcoming cultural barriers

Answer 26

- maintain respect Avoid stereotypes and personal biases -be open ask questions -prep: do you need an interpreter or use a language line - word choice - don’t choose words with dual meanings or different meanings to different cultures

Question 27

Overcoming physiological barriers

Answer 27

- listen carefully - be patient -consider note taking for key points -provide written info to support discussions - learn to read body language and visual queues -communication tools may be useful

Question 28

Overcoming perception barriers

Answer 28

Be clear and concise Keep simple Asp patient to repeat back to you Challenge your own assumptions Positive body language Avoid confirmation biases

Question 29

Technology and communication

Answer 29

- can be a hinderance and help -texts, reminders, online bookings - Self service checks -emails often misinterpreted or not read -updates may cause cost barriers

Question 30

Summary

Answer 30

-communication is multidimensional -effective communication is different to everyone -what people hear is more important than the words spoken -try to avoid phrases people may not know -always repeat parts of the convo to show u have been listening - we don’t always get it right but we can improve through reflection