Objectives

Objectives

Studying and applying the material in this chapter will help you to:

* Explain the importance of effective communication in health care delivery

* Describe the relationship between effective communication and patient well-being

* List and describe the six steps of the communication process

* Define and explain the use of the four types of questions

* Explain the meaning of nonverbal communication and give examples of three types

* Explain the meaning of active listening

* Define “empathy” and explain its application in health care

* Explain the meaning of feedback and how it is used in communication

* Recognize common barriers that can prevent effective communication

* List the techniques to use when communicating with patients who have special needs

* Demonstrate professional telephone techniques and explain why it is important to apply them in the health care facility

* Describe the elements that make up effective patient education

* List strategies for preparing and giving presentations to groups

* List three ways to handle situations involving gossip