This text introduces health sciences students to the various interpersonal communication skills that are commonly used within health settings to establish relationships with clients and fellow professionals, and improve therapeutic outcomes. It focuses on developing self awareness and skills for use in health settings and covers the types of scenarios commonly encountered in health settings that are rarely covered in generic professional communication texts. Perspectives and examples are drawn from a wide range of health professions. The book includes activities that will enable students to reflect on their experiences and practice using the skills. Ancillary package including MCQs Scenarios Reflection questions Health professions focus Specific chapters on - communicating with indigenous peoples Culturally appropriate communication Reflective practice Self awareness

lgrsnf/64686.pdf

O'Toole MEdStud BA GradDipTEFL DipOT, Gjyn

Churchill Livingstone Australia

Elsevier Australia

Elsevier Inc., Health Sciences Division, London, 2012

2nd ed, Chatswood, N.S.W, c2012

2nd ed, Sydney, ©2012

Australia, Australia

Front cover
Splash page
Communication
Copyright page
Table of Contents
How to use this book
Reviewers
Preface
Acknowledgements
Section One The Significance of Interpersonal Communication in the Health Professions
Chapter 1 Defining effective communication for health professionals
Chapter objectives
Why learn how to communicate? – Everyone can communicate!
A guiding principle
Factors to consider when defining effective communication
Mutual understanding
A common understanding of words
Factors external to the sender and receiver
Factors specific to the sender
Factors specific to the receivers or ‘audience’
Chapter summary
References
Chapter 2 The overall goal of communication for health professionals
Chapter objectives
A model demonstrating the importance of communication
A model to guide the general purpose of communication for the health professions
Mutual understanding
A therapeutic relationship
Family/Person-centred goals and practice
Chapter summary
References
Chapter 3 The specific goals of communication for health professionals:
Chapter objectives
Making verbal introductions
Introducing oneself and the associated role
Introducing the unfamiliar environment
Providing information: a two-way process
Chapter summary
Answers to Review Questions
Chapter 3 The specific goals of communication for health professionals: 1
Review questions
References
Chapter 4 The specific goals of communication for health professionals:
Chapter objectives
Interviewing and questioning to gather information
Questioning: the tool
Why use questions?
Types of questions and the information they gather
Closed questions
Open questions
Questions that probe
Questions that clarify
Questions that ‘lead’
Comforting: encouraging versus discouraging
Characteristics of encouragement and discouragement
Confronting unhelpful attitudes or beliefs
Chapter summary
Answers to Review Questions
Chapter 4 The specific goals of communication for health professionals: 2
Review questions
References
Section Two Developing Awareness to Achieve Effective Communication in The Health Professions
Chapter 5 Awareness of and need for reflective practice
Chapter Objectives
The ‘what’ of reflection: a definition
The result of reflection: achieving self-awareness
The ‘why’ of reflection: reasons for reflecting
The ‘how’ of reflection: models of reflection
Reflection on using humour
Reflection upon barriers to experiencing, accepting and resolving emotions
Chapter summary
Answers to Review Questions
Chapter 5 Awareness of and need for reflective practice
Review Questions
References
Chapter 6 Awareness of self
Chapter Objectives
Self-awareness: an essential requirement
The benefits of achieving self-awareness
Beginning the journey of self-awareness
Individual values
Is a health profession an appropriate choice?
Values of a health professional
Characteristics and abilities that enhance the practice of a health professional
Personal unconscious needs
Conflict between values and needs
Perfectionism as a value
Self-awareness of personal communication skills
Self-awareness of skills for effective listening
Barriers to listening
Reasons for the use of barriers to listening
Self-awareness of skills for effective speaking
Preferences for managing information and resultant communicative behaviours
Personality and resultant communicative behaviours
Chapter summary
Answers to Review Questions
Chapter 6 Awareness of self
Review Questions
References
Chapter 7 Awareness of how personal assumptions affect communication
Chapter objectives
Reasons to avoid stereotypical judgement when communicating
Stereotypical judgement that relates to roles
Expectations of a health professional
Developing attitudes that avoid stereotypical judgement
Overcoming the power imbalance: ways to demonstrate equality in a relationship
Chapter summary
Answers to Review Questions
Chapter 7 Awareness of how personal assumptions affect communication
Review questions
References
Chapter 8 Awareness of the ‘Person/s’
Chapter objectives
Who is the Person/s?
The purpose and benefit of an essential criterion: respect
Defining respect
Demonstrating respect
Cultural expectations
Using names as a sign of respect
Confidentiality demonstrates respect
What information will assist the health professional when relating to the Person/s?
The whole ‘Person’
Physical aspects of the Person
Emotional aspects of the Person
Validation
Clarification within validation
Empathy
The importance and result of empathy for the seeker of assistance
Touch
Silence
Sexual aspects of the Person
Cognitive aspects of the Person
Social needs of the Person
Spiritual needs of the Person
Chapter summary
Answers to Review Questions
CHAPTER 8 Awareness of the ‘Person/s’
Review questions
References
Chapter 9 Awareness of listening to facilitate Person/s-centred communication
Chapter Objectives
Defining effective listening
Requirements of effective listening
Results of effective listening
Benefits of effective listening
Barriers to effective listening
Preparing to listen
Cultural expectations change the requirements for effective listening
Characteristics of effective listening
Disengagement
Chapter summary
Answers to Review Questions
CHAPTER 9 Awareness of listening to facilitate Person/s-centred communication
Review Questions
References
Chapter 10 Awareness of different environments that can affect communication
Chapter objectives
The physical environment
Physical appearance: dress and odour
Familiarity with the physical environment and the usual procedures
Person/s seeking assistance
Health professional
Rooms
Furniture placement and physical comfort
Waiting rooms
Treatment rooms and rooms with beds
Avoiding distractions and interruptions
Temperature
The physical ability of the person
The emotional environment
Formal versus informal environments
Emotional responses to environmental demands
Emotional responses to the immediate environment
Emotional responses to an external environment
The cultural environment
Personal space
Colour
Time
Environments relating to sexuality
The social environment
Family
Pets
Friends, neighbours, interest groups and sporting teams
Institutions
The spiritual environment
Chapter summary
Answers to Review Questions
CHAPTER 10 Awareness of different environments that can affect communication
Review questions
References
Section Three Understanding and Managing Realities of Communication in the Health Professions
Chapter 11 Communication with the whole Person/s
Chapter objectives
Defining the whole Person/s
Holistic care
Holistic care includes consideration of context
The requirements of holistic care
Holistic communication
Chapter summary
Answers to Review Questions
CHAPTER 11 Communication with the whole Person/s
Review questions
References
Chapter 12 Non-verbal communication
Chapter Objectives
The significance of non-verbal communication
The benefits of non-verbal communication
The effects of non-verbal communication
The components of non-verbal communication
Environment
Body language
Facial expression
Eye contact
Gesture
Space or proximity
Suprasegmentals: prosodic features of the voice
Volume
Pitch
Rate
Suprasegmentals: paralinguistic features of the voice
Emphasis
Pauses
Tone
Communicating with the Person/s who has limited verbal communication skills
Chapter summary
Answers to Review Questions
CHAPTER 12 Non-verbal communication
Review Questions
References
Chapter 13 Conflict and communication
Chapter Objectives
Conflict during communication
Causes of conflict
Identifying emotions during conflict
Choosing to ignore
Resolving negative attitudes and emotions towards another
Patterns of relating during conflict
Aggressive
Passive
Assertive
Bullying
How to communicate assertively
Chapter summary
Answers to review questions
Chapter 13 Conflict and communication
Review Questions
References
Chapter 14 Culturally competent communication
Chapter objectives
Introduction
Defining culture
Cultural identity affecting culturally competent communication
Defining culturally competent communication
Why consider cultural differences?
A model of culturally competent communication
Language
Understanding context
Ethnocentricity
Managing personal cultural assumptions and expectations
Strategies for demonstrating culturally competent communication
Self-awareness
Personal commitment to understanding differences
Exposure and learning
Investment of time to negotiate meaning and ensure understanding
Anticipation of difficulties
Using an interpreter
Essential steps when using an interpreter
The culture of each health profession
The culture of disease or ill-health
Chapter summary
Answers to review questions
Chapter 14 Culturally appropriate communication
Review Questions
References
Chapter 15 Communicating with Indigenous Peoples
Chapter objectives
Correct use of terms
The 4 Rs for reconciliation: Remember, Reflect, Recognise, Respond
Remember
Reflect
Recognise
Respond
The complexity of cultural identity
Principles of practice for health professionals when working with Indigenous Peoples
Creating cultural safety for Indigenous Peoples in health practices
The importance of history
Pre-contact history
Post-contact history
Other factors
Factors contributing to culturally safe communication with Indigenous Peoples
Barriers to culturally safe communication
Chapter summary
Answers to review questions
Chapter 15 Communicating with indigenous peoples
Review questions
References
Further Reading
Websites and/or Organisations
Chapter 16 Misunderstandings and communication
Chapter objectives
Communication that produces misunderstandings
Factors affecting mutual understanding
Causes of misunderstandings
Attitudes
Emotions
Relevance of context to determine meaning
Expectations of styles of communication
Expectations of the event or procedure
Expectations governed by cultural norms
Strategies to avoid misunderstandings
Reducing the incidence of misunderstandings
Resolving misunderstandings
Steps to resolving misunderstandings
Chapter summary
Answers to review questions
Chapter 16 Misunderstandings and communication
Review questions
References
Chapter 17 Ethical communication
Chapter objectives
Respect regardless of differences
Honesty
Clarification of expectations
Consent
Agreement about information
Informed consent
Confidentiality
Protecting shared information
Protecting ethical responsibility
Protecting the health professional
Protecting the Person/s from gossip
Boundaries
Roles
Relationships
Self-disclosure
Over-identification
Ethical codes of behaviour and conduct
Chapter summary
Review questions
References
Further reading
Useful websites
Codes of conduct (mainly Australian) for some health professions
Informed consent
A fully informed consent letter
Answers to review questions
Chapter 17 Ethical communication
Chapter 18 Remote communication
Chapter objectives
Characteristics of remote forms of communication for the health professional
Principles that govern professional remote communication
Documentation: written reports, medical records and letters
Consider the audience or reader
Abbreviations
Formatting
Points to remember
Databases
Telephones
Strategies for using a telephone
Answering a call
Making a call
Strategies for using short messaging service (SMS)
Strategies for using an answering service or voice mail
Video/teleconferencing or using Skype
Benefits
Strategies for using video/teleconferencing
The Internet
Email
Search engines
Online collaboration tools
Professional chat rooms and wiki spaces
Social networking sites
Chapter summary
Answers to review questions
Chapter 18 Remote communication
Review questions
References
Section Four The Focus of Communication in the Health Professions: Person/s
Introduction
Small group activity
Scenarios
Guidelines for discussion prior to exploring each case scenario
Procedure if using role-plays after completing the above
Procedure if using discussion points after completing the above guidelines
Person/s experiencing strong emotions
Person/s behaving aggressively
Definition of aggression
Behaviours related to aggression
Individuals most susceptible to behaving aggressively
Possible reasons for aggression
Principles for effective communication with a Person/s behaving aggressively
Strategies for communicating with a Person/s behaving aggressively
Person/s experiencing extreme distress
Definition of extreme distress
Behaviours related to extreme distress
Individuals most susceptible to extreme distress
Possible reasons for extreme distress
Principles for effective communication with a Person/s experiencing extreme distress
Strategies for communicating with a Person/s experiencing extreme distress
Person/s reluctant to engage or be involved in communication or intervention
Definition of reluctance to engage
Behaviours related to feeling reluctant to engage
Individuals most susceptible to feeling reluctant to engage
Possible reasons for reluctance to engage
Principles for effective communication with a Person/s reluctant to engage
Strategies for communicating with a Person/s reluctant to engage
Person/s experiencing depression
Definition of depression
Behaviours related to feelings of depression
Individuals most susceptible to feelings of depression
Possible reasons for feelings of depression
Principles for effective communication with a Person/s experiencing depression
Strategies for communicating with a Person/s experiencing depression
Person/s in different stages of life
A child
Definition of a child
Behaviours related to being a child
Children most susceptible to experiencing difficulties when attending a health service
Possible emotions a child might experience when attending a health service
Possible reasons for these emotions
Principles for effective communication with a child
Strategies for communicating with a child
An adolescent
Definition of an adolescent
Behaviours related to being an adolescent
Adolescents most susceptible to experiencing difficulties when attending a health service
Possible emotions an adolescent might experience
Possible reasons for these emotions
Principles for effective communication with an adolescent
Strategies for communicating with an adolescent
An adult
Definition of an adult
Behaviours related to being an adult
Adults most susceptible to experiencing difficulties when attending a health service
Possible emotions an adult might experience when relating to a health professional
Possible reasons for these emotions
Principles for effective communication with an adult
Strategies for communicating with an adult
A person who is older
Definition of a person who is older
Behaviours related to being an older person
An older person most susceptible to experiencing difficulties when attending a health service
Possible emotions an older person might experience
Possible reasons for these emotions
Principles for effective communication with an older person
Strategies for communicating with an older person
Person/s fulfilling particular life roles
Person/s fulfilling the role of a colleague
Definition of a colleague in the health professions
Attitudes and/or behaviours expected of a health professional
Attitudes and/or behaviours not expected of a health professional
Possible emotions a colleague might experience
Possible reasons for these emotions
Principles for effective communication with a colleague
Strategies for communicating with a colleague
Person/s fulfilling the role of carer for Person/s
Definition of a carer
Behaviours related to being a carer
Possible emotions a carer might experience
Possible reasons for these emotions
Principles for effective communication with a carer
Strategies for communicating with a carer
Person/s fulfilling the role of parent to a child requiring assistance
Definition of a parent
Behaviours related to being a parent with such a child
Parents in these situations most susceptible to experiencing difficulties when attending a health service
Possible emotions such a parent might experience
Possible reasons for these emotions
Principles for effective communication with a parent in this situation
Strategies for communicating with a parent in this situation
Person/s fulfilling the role of single parent to a child requiring assistance
Definition of a single parent
Characteristics single parents may expect of themselves
Possible emotions a single parent might experience
Possible reasons for these emotions
Principles for effective communication with a single parent in this situation
Strategies for communicating with a single parent with a child requiring assistance
Person/s fulfilling the role of a student
Definition of a student in the health professions
Behaviours related to being a student
Possible emotions a student might experience
Possible reasons for these emotions
Principles for effective communication with a student
Strategies for communicating with a student
Groups in the health professions
Types of groups offered in health services
Stages of group growth
Emotions typically experienced in a group
Overall group aims
Events of specific group sessions and associated emotions
Group norms: expectations of group behaviour
Principles for effective communication within groups
Strategies for communicating as a group leader
Person/s experiencing long-term conditions
Person/s experiencing post traumatic stress disorder and complex PTSD
Definition of PTSD
Behaviours typical of a Person/s with PTSD
Susceptibility to PTSD
Possible emotions a Person/s with PTSD might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s experiencing PTSD
Strategies for communicating with a Person/s experiencing PTSD
Person/s with decreased cognitive function
Definition of decreased cognitive function
Behaviours related to being a Person/s with decreased cognitive function
Individuals with decreased cognitive function most susceptible to experiencing difficulty when relating to a health professional
Possible emotions a Person/s with decreased cognitive function might experience
Principles for effective communication with a Person/s with decreased cognitive function
Strategies for communicating with a Person/s with decreased cognitive function
Person/s experiencing a life-limiting illness and their family
Facts about people who know they are dying and their families
Core values of Palliative Care Australia (www.pallcare.org.au)
Definition of a life-limiting illness
Behaviours a Person/s experiencing a life-limiting illness might exhibit
Possible emotions a Person/s experiencing a life-limiting illness, their family members and friends might experience
Principles for effective communication with a Person/s experiencing a life-limiting illness, their family members and friends
Strategies for communicating with a person experiencing a life-limiting illness or with their family and friends
Person/s experiencing a mental illness
Definition of a mental illness
Behaviours related to a Person/s experiencing a mental illness
Individuals most susceptible to experiencing a mental illness
Individuals with a mental illness most susceptible to experiencing difficulty when relating to a health professional
Possible emotions a Person/s with a mental illness might experience
Principles for effective communication with a Person/s experiencing a mental illness
Strategies for communicating with a Person/s experiencing a mental illness
Person/s experiencing long-term (chronic) or multiple physical conditions
Definition of long-term or multiple physical conditions
Behaviours typical of a Person/s with long-term or multiple physical conditions
Susceptibility to acquiring long-term or multiple physical conditions
Individuals with long-term or multiple physical conditions most susceptible to experiencing difficulty when relating to a health professional
Possible emotions a Person/s with long-term or multiple physical conditions might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s experiencing long-term or multiple conditions
Avoid saying
Strategies for communicating with a Person/s experiencing long-term or multiple physical conditions
Person/s experiencing a hearing impairment
Definition of a hearing impairment
Behaviours typical of a Person/s experiencing a hearing impairment
Individuals most susceptible to a hearing impairment
Possible emotions a Person/s with a hearing impairment might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s experiencing a hearing impairment
Strategies for communicating with a Person/s experiencing a hearing impairment
Person/s experiencing a visual impairment
Definition of a visual impairment
Behaviours related to a Person/s experiencing a visual impairment
Individuals most susceptible to a visual impairment
Possible emotions a Person/s experiencing a visual impairment might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s experiencing a visual impairment
Strategies for communicating with a Person/s experiencing a visual impairment
Person/s in particular contexts
Person/s experiencing an emergency
Definition of a Person/s experiencing an emergency
Behaviours related to being a Person/s experiencing an emergency
Individuals most susceptible to emergencies
Possible emotions a Person/s with an emergency might experience
Principles for effective communication with a Person/s experiencing an emergency
Strategies for communicating with a Person/s experiencing an emergency
Person/s experiences domestic abuse
Definition of domestic abuse
Behaviours related to being a Person/s experiencing domestic abuse
Possible emotions a Person/s experiencing domestic abuse might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s experiencing domestic abuse
Strategies for communicating with a Person/s experiencing domestic abuse
Person/s speaking a different language to the health professional
Definition of a Person/s speaking a different language to the health professional
Behaviours related to being a Person/s speaking a different language to the health professional
Possible emotions a Person/s speaking a different language to the health professional might experience
Possible reasons for these emotions
Principles for effective communication with a Person/s speaking a different language to the health professional
Strategies for communicating with a Person/s speaking a different language to the health professional
ReferenceS
The focus of communication
Groups in the health professions
Life-limiting illnesses
Further reading
Groups in the health professions
Life-limiting illnesses
Glossary
Index
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W

2025-01-04