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Improving Communication Skills

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Maria Modod

on 7 April 2014

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Transcript of Improving Communication Skills

Lack of respect for cultural, religious or ethnic differences

“Why do you people use home herbal remedies?”

Patient’s Impression

This person thinks I am a fool
she laughs at the traditions of my culture
He does not respect my personal decisions.

Appropriate Language
An environment of
mutual respect
is essential for communication especially for the healthcare workers because they will be working with many patients with disorders and mental conditions.

Also very important to know when an appropriate time and situation to deliver a message to someone
Communication is the imparting or exchange of information or news. For means of connection between people or places. And it is done through reading, listening, speaking, writing and can also be done non-verbally
Improving Communication Skills

“The greatest problem with communication is the illusion that it has been accomplished
George Bernard Shaw

Appropriate language and understanding are important aspects as a healthcare provider

A patient may not understand a word or phrase

Always ask the patient and make sure that they understand because it can sometimes be a life or death situation.
Proper Environment for Communication

"One study states that
93 percent
of communication is more affected by body languages, attitude, and tone, leaving only
7 percent
of the meaning and intent based on the actual words said"
Video Example

Effective Communication

Effective care involves
and must be communicated
Lack of Communication
can be the cause of medical errors effecting the patient
Communicate with Respect
= talk to each other

= act together to care and
respect for each other

= listen to each other

= know and understand each other
Receiving Messages
What is the difference between Listening and Hearing?
What makes a good listener?

Appropriate Silence
Supporting statements
Share experiences
Labeling non- verbal conflicts
Listening Skills
Types of Listening
Discriminative Listening
Comprehensive Listening
Specific Listening
Informational Listening
Critical Listening
Therapeutic/ Empathetic Listening
Sending Messages
The most important form of proper communication

Communication can be both

and needs to have elements of organization, coherence and sequence in order to effectively engage your audience
Verbal Messages
Act of conveying messages, ideas or feelings through the
use of mouth

Key components of verbal communication are

Effective Verbal Messages


Observe Response

Background Noise

Use of Voice

Eye Contact

Undivided Attention

Emphasize Important Points

Non-Verbal Messages
To be an effective listener, you need to pay attention to not only to the words being sad, but you also must be cognizant of non-verbal cues, too. So much of communication is non-verbal
Non-Verbal Messages
Facial Expression

Postures and Gestures

Listening Skills
The key to receiving messages effectively is listening

Hearing + Psychological involvement =
Receiving messages requires

Concentration and energy
Psychological connection with speaker
Suspension of judgement and evaluation
Desire and willingness to try and see from
other's perspective

Active Listening
For effective listening, Active Listening is vital

Comfortable environment
Mental presence
Open mind and concentration
Avoid distractions
Delay judgment
Do not dwell on one or two points
Brandon Farquharson
Maria Modod
Rehan Rahman

"We were given
two ears
and only
one mouth
is twice as hard as talking"
Communication Cycle
: Source of the message

: The information you want to communicate

: The medium through which it is communicating

: Reading a message/ Active Listening

: The audience

: Response from audience
Discriminative Listening
Most basic form

Able to distinguish b/w sounds from different sources
Comprehensive Listening
Involves understanding of the message

Needs appropriate Vocabulary and Language skills

Complemented by Non-verbal communication

Specific Listening
Informational Listening

To learn something e.g. at work or at school

Less Active than any other type;
not criticizing OR analyzing

In formal settings
, accompanied by Note Taking

When discriminative Listening is combined with visual stimuli, the resulting ability to listen to body-language enables us to begin understand the speaker

The Toronto Rehab (2010, September 17). No SBAR: Ineffective Communication. Retrieve January 28, 2013, from

nleUAlberta. (2013, March 16). Inter professional Communication and Collaboration. Retrieved from (1)

(November 25, 2009). Let’s Talk Retrieved from http://www.health.gov.bc.ca/library/publications/year/2010/LPNGuide_collaborative_structured_communication.pdf

The Toronto Rehab (2010, September 17). SBAR: Effective Communication. Retrieve January 28, 2013, from



Webster dictionary, M. (n.d.). Communication. Retrieved from http://www.merriam-webster.com/dictionary/communication

Article title: Active Listening Crucial for Better Communication. Contributors: White, Ken - Author. Newspaper title: Winnipeg Free Press
How many years has your husband been taking these ACE- inhibitors? your wife is experiencing congestive heart failure.

Poor choice of words or using technical terms

Patient’s Impression

What the heck is he talking about? My wife’s heart is failing?!?! Has her heart stopped yet? Son, could you speak English.

Critical Listening

To evaluate what is being said
More active than Informational listening
Problem solving/decision making

Therapeutic/ Empathetic Listening

Understand feelings and emotions of the speaker
Therapists, Counselors and other professionals use it to understand and help the patients/clients

Speaking & Listening

Ineffective Communication

Effective Communication
How your tone of communication effects your audience?
Full transcript