2.2.1: Communication
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“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others” –Anthony Robbins
Communication is the process of exchanging information with others and is a means for two or more people to connect. Communication is an essential part of the job of a HHA/PCA. They must be able to communicate with their supervisor, members of the healthcare team, the patient, and family members.
Principles of effective communication: The principles (basics) of communication include the following elements:
- Sender: the person who sends the message
- Receiver: the person who receives the message
- Feedback: the receiver responds to the message in some way to let the sender know they heard and understood the message
Feedback is very important in communication. It is especially important in the work of a HHA/PCA. They must take the time to ensure that their patients understand the message you are trying to convey. During a communication, there is a repetitive cycle of sending-receiving-feedback between the communicators. During the process of communication, there are two types of important communication: verbal and nonverbal communication.
Verbal communication involves the use of words or sounds, which are either spoken or written. These are the actual spoken words that are said or written during a conversation. Nonverbal communication on the other hand is the way we communicate without using words. Shaking a head, rolling eyes, smiling, or crying are nonverbal methods of communication.
It is important to remember that the receiver of the communication (e.g. the patient) sees the nonverbal communication the sender (e.g. the healthcare worker) demonstrates in addition to hearing the spoken word. There are many aspects of nonverbal communication the Home Health Aide/Personal Care Aide should pay attention to. Tone of voice is an important nonverbal method of communication. The tone of a person’s voice often reflects their mood and can convey a different meaning to a sentence. For example, you might say, “Oh, really?!” with an emphasis on the “Oh!” to convey your surprise. Take the same sentence and emphasize the “really” and it changes the meaning of the sentence to one of disbelief or sarcasm: “Oh, really?” Saying the same sentence with a different tone of voice and emphasizing certain words sends a completely different message. Body language is another form of non-verbal communication. The way we sit or stand with shoulders forward or slouched down, the way we hold our arms either crossed in front of our chest or at our sides all convey a message to the receiver. The way we use gestures, touch, and even silence also tells the receiver what we are thinking and feeling.
Sometimes, people send one message verbally and quite another non-verbally. We can often tell a person‘s true feeling with the nonverbal message they send. For Home Health Aides/Personal Care Aides it is important to be aware of these incongruous messages (where one message contradicts another message). If a patient tells them, “I feel fine,” yet they sigh and are sitting with shoulders slumped down and appear to be crying, this is a good indicator that their verbal and nonverbal messages are incongruent (do not match).Home Health Aides/Personal Care Aides’ ability to be aware of these differences will help them provide the best care possible. When they do notice these confusing messages, they should try to find out if they are correct in their thinking. Say something like, “Mrs. Martin, you say you feel fine but it looks like you have been crying. Are you sad?” This helps to clarify if they have understood the message and can help open up the lines of communication for an important and honest discussion of how Mrs. Martin is really feeling.
It is also important to be aware of the congruence of your own verbal and nonverbal messages. Does your body language match your words? Is your tone of voice upbeat or flat and uninviting? Are you making eye contact with a patient and smiling as you tell them you are glad to see them or are you looking at the floor when you say this rather than their eye? Patients will read into these mixed messages and feel that the HHA/PCA is not really glad to see them or to be taking care of them today.
The use of nonverbal communication varies from culture to culture. In some cultures, touch is an important part of communication. Yet, in other cultures, touching another person, especially if uninvited, is disrespectful. Eye contact is also another form of nonverbal communication that varies among cultures. Some cultures value eye contact while speaking, while other cultures consider eye contact while speaking rude. The proximity or closeness of how two people stand together during a conversation may also vary among cultures and personal preferences. Standing too close to someone during conversation could appear to be a threat to some people, while others value standing close to the person they are conversing with. It is important to get to know the patient and their cultural and personal preferences in order to be respectful of cultural differences. If Home Health Aides/Personal Care Aides are unsure, they should ask their patient to tell them about the values of their culture and follow their lead during conversation. If, for example, they startle when you touch their hand while talking, or pull their hand away from you, this is an indicator the person does not like to be touched while talking. It is always a good idea to make sure a patient knows that you are going to touch them in order to provide care. Permission should always be obtained from the patient.
1. Which of the following is an example of a nonverbal communication?
a). Saying, “I don’t care.”
b). Shrugging one’s shoulders
2. Which of the following is an example of a nonverbal communication?
a). Calling your dog to come to you
b). Clapping to get your dog’s attention
Solution
1. B
2. B
Feedback:
1. Verbal communication involves the use of words or sounds, which are either spoken or written. Nonverbal communication is the way we communicate without using words. It can include: shaking a head, rolling eyes, smiling, tone of voice, body language, or crying. Saying, “I don’t care” is a method of verbal communication. Shrugging shoulders is a nonverbal method of communication.
2. Calling a dog to come is a method of verbal communication as spoken words are used. Clapping one’s hands to get the attention of a dog or person is a method of nonverbal communication.