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Communication Skills for the Healthcare Professional - McCorry Mason

Communication Skills for the Healthcare Professional

Paperback

Published: 1st February 2011
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Communication Skills for the Healthcare Professional is a comprehensive yet compact guide to learning essential communication skills that will prepare students for success as healthcare professionals. Intended to supplement the clinical coursework students complete in the first one to two years of all allied health programs, the book uses a broad range of examples, role plays, and scenarios from virtually every healthcare field, enabling both instructors and students to use it as an essential resource for mastering any area-specific communication skill. Each chapter provides students with objective and short-answer questions to test comprehension of the material, as well as more complex clinical applications that encourage students to develop the critical thinking skills they will need every day as professionals in the healthcare industry.

Prefacep. v
Acknowledgmentsp. vii
Principles of Communicationp. 1
The Communication Processp. 3
Therapeutic Communicationp. 4
A Definition of Communicationp. 5
The Five Steps of the Communication Processp. 6
The Sender has an Idea to Communicatep. 6
The Sender Encodes the Idea in a Messagep. 6
The Message Travels Over a Channelp. 6
The Receiver Decodes the Messagep. 7
The Receiver Understands the Message and Sends Feedback to the Senderp. 7
Noisep. 8
An Illustration of the Five-Step Communication Processp. 8
Fundamental Writing Skillsp. 12
Nonverbal Communicationp. 13
Types of Nonverbal Communicationp. 15
Gesturesp. 16
Facial Expressionsp. 17
Gaze Patternsp. 19
Personal Spacep. 21
Positionp. 23
Posturep. 24
Touchp. 25
Proper Interpretation of Nonverbal Communication: Congruency with Verbal Messagesp. 27
Proper Nonverbal Communication Skills for the Healthcare Professionalp. 28
Fundamental Writing Skillsp. 31
Verbal Communicationp. 34
Definition of Verbal Communicationp. 35
The Purposes of Using Clear Language for Effective Verbal Communication with Patientsp. 35
Content and Word Choicep. 35
Grammar and Pronunciationp. 36
Tonep. 37
Emphasisp. 40
Small Talkp. 41
Using Commentaryp. 41
Important Practices for Effective Verbal Communication with Patients and Other HCPsp. 41
Send a Clear Messagep. 41
Use Standard English and Not Slangp. 42
Avoid Using Medical Jargon When Speaking to the Patientp. 42
Talk to the Patient, not at the Patient, and Be a Good Listenerp. 43
Help the Patient to be a Good Listenerp. 43
Developing Skills for Listening and Paraphrasing What the Patient Saysp. 44
A Test of the Message for the HCPp. 44
A Test of the Message for the Patientp. 45
A Building of Rapport-a Human Connectionp. 45
Focusing on the Patient and Keeping the Patient Talkingp. 46
Providing Empathy and Understanding to the Patientp. 47
The Differences between Empathy and Sympathyp. 47
Questioning the Patientp. 48
Open-ended Questionsp. 48
Closed Questionsp. 48
Multiple Choice Questionsp. 49
Some Do's and Don'ts of Verbal Communicationp. 49
Use the Patient's Namep. 49
Do Not Interrupt the Patientp. 49
Do Not Give the Patient Unsought or Unrelated Advicep. 50
Do Not Talk about Yourself Instead of Talking about the Patientp. 50
Do Not Tell the Patient You Know How They Feelp. 50
Fundamental Writing Skillsp. 52
Clinical Communication Skillsp. 55
Professional Communication and Behaviorp. 57
Essential Interpersonal Skills for the Healthcare Professionalp. 58
Tactfulness and Diplomacyp. 58
Courtesy and Respectp. 59
Empathyp. 59
Genuinenessp. 60
Appropriate Self-Disclosurep. 60
Assertiveness versus Aggressivenessp. 62
Effective Therapeutic Communication Skills and Strategiesp. 63
Remaining Silent with the Patientp. 63
Remaining Nonjudgmentalp. 63
Showing Acceptance of What the Patient Tells Youp. 63
Giving Recognitionp. 63
Offering of Yourselfp. 64
Giving the Patient the Openingp. 64
Leading the Discussionp. 64
Making Observationsp. 64
Encouraging Communicationp. 64
Paraphrasingp. 65
Roadblocks to Therapeutic Communication Part I-The Healthcare Professional's Behaviorp. 65
Providing Easy Reassurancep. 65
Minimizing the Patient's Feelingsp. 66
Approving/Disapprovingp. 66
Agreeing/Disagreeingp. 67
Giving Your Own Advicep. 67
Pryingp. 68
Becoming Defensivep. 68
Demanding that the Patient Explain their Behaviorp. 68
Making Commonplace, or Clichéd, Commentsp. 68
Roadblocks to Therapeutic Communication Part II-The Patient's Behaviorp. 69
Ineffective Coping Behaviorsp. 69
Angry Patientsp. 71
Anxious Patientsp. 73
Communication with Other Members of the Healthcare Team-Your Colleaguesp. 73
Always Use an Appropriate Means of Communication with Co-Workersp. 74
The Appropriate Attitude is Assertive, not Aggressivep. 74
Always Choose an Appropriate Time and Place for Important Communicationp. 75
Communication with Other Members of the Healthcare Team-Your Supervisorp. 75
Keep Supervisors Informedp. 75
Ask Questionsp. 75
Minimize Interruptions of Your Supervisor's Timep. 76
Show Initiativep. 76
HIPAA-The Health Insurance Portability and Accountability Act-and Patient Privacyp. 76
Fundamental Writing Skillsp. 81
Interviewing Techniquesp. 83
The Intervieweep. 85
The Settingp. 86
Types of Questionsp. 87
The HCP-centered Interview versus the Patient-centered Interviewp. 91
Interviewing Guidelinesp. 93
Pinpointing the Chief Complaint or Present Illnessp. 101
Interviewing Children and Adolescentsp. 102
Legal Restrictions and Ethical Issuesp. 103
Clinical Applicationsp. 106
Fundamental Writing Skillsp. 106
Adapting Communication to a Patient's Ability to Understandp. 108
Health Literacyp. 109
Language Barriersp. 111
Visual Impairmentp. 114
Deafness and Hearing Lossp. 117
Advanced Agep. 121
Delirium and Dementiap. 123
Fundamental Writing Skillsp. 128
Patient Educationp. 132
Introductionp. 133
Benefits of Patient Educationp. 133
Patient Education Involves More Than the Transfer of Informationp. 134
Approach to Patient Educationp. 134
Assessment of the Patientp. 134
Design of the Instructionp. 136
Selection of Teaching Strategies and Resourcesp. 137
Strategies and Resources for Patient Instructionp. 138
Practices to Avoid During a Teaching Sessionp. 145
Fundamental Writing Skillsp. 146
Cultural Sensitivity in Healthcare Communicationp. 148
A More Multicultural and Ethnically Diverse Societyp. 149
Disparities in Treatment and Access to Health Carep. 150
Defining Cultural Competence and Some Ideas about Itp. 151
The Volcano Model-ôThe Process of Cultural Competence in the Delivery of Healthcare Servicesöp. 151
The Cultural Competence Continuump. 153
Nonverbal Communication in Cross-Cultural Contextsp. 155
The National Standards on Culturally and Linguistically Appropriate Services (CLAS)p. 161
Tips for Improving Cross-Cultural Communication between the HCP and Patientp. 163
Communicating with Limited-English-Speaking Patientsp. 166
The Need for a Medical interpreterp. 169
Fundamental Writing Skillsp. 173
Administrative Communication Skillsp. 177
Electronic Communicationp. 179
Telecommunicationp. 181
Telephone Etiquettep. 181
Types of Incoming Callsp. 183
Telephone Triagep. 188
Outgoing Emergency Callsp. 190
Facsimile, or Faxp. 191
Emailp. 193
Fundamental Writing Skillsp. 195
Fundamental Writing Skillsp. 197
Parts of Speechp. 198
Nounsp. 198
Pronounsp. 199
Verbsp. 201
Auxiliary Verbsp. 201
Adverbsp. 204
Prepositions and Prepositional Phrasesp. 205
Conjunctionsp. 206
Punctuationp. 208
Periodsp. 208
Question Marks and Exclamation Marksp. 209
Commasp. 210
Semicolonsp. 214
Colonsp. 214
Apostrophesp. 215
Hyphensp. 216
Dashesp. 218
Parenthesesp. 218
Quotation Marksp. 218
Capital Lettersp. 219
Numbersp. 220
Sentence Grammarp. 222
Subjects and Predicatesp. 222
Phrasesp. 223
Clausesp. 225
Sentence Typesp. 226
Sentence Errorsp. 228
Subject-Verb Agreement Errorsp. 228
Run-ons - Fused Sentences and Comma Splice Errorsp. 229
Fragmentsp. 231
Verb Tense Errorsp. 232
Paragraphing Basicsp. 233
Paragraph Structurep. 233
Topic Sentencep. 233
Supporting Sentencesp. 234
Concluding Sentencep. 234
The Basics of SOAP Notesp. 235
Glossaryp. 237
Indexp. 245
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9781582558141
ISBN-10: 1582558140
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 256
Published: 1st February 2011
Country of Publication: US
Dimensions (cm): 22.9 x 15.3  x 1.2
Weight (kg): 0.45
Edition Number: 1