COMMUNICATING WITH THE
HEALTH CARE TEAM…
YOU WILL BE REQUIRED TO COMMUNICATE
WITH THE RESIDENT, FAMILY AND STAFF AS A
NURSING ASSISTANT
EFFECTIVE
COMMUNICATION
COMMUNICATION
EXCHANGE OF INFORMATION,
THOUGHTS AND IDEAS
EFFECTIVE COMMUNICATION
REQUIRES
THE MESSAGE MUST BE CLEAR
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THE SENDER MUST DELIVER
THE MESSAGE IN A CLEAR AND
CONCISE MANNER
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THE RECEIVER MUST BE ABLE
TO HEAR AND RECEIVE THE
MESSAGE
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THE RECEIVER MUST BE ABLE
TO UNDERSTAND THE
MESSAGE
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INTERRUPTIONS OR
DISTRACTIONS MUST BE
AVOIDED
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LISTENING
PAYING ATTENTION TO AND MAKING
AN EFFORT TO HEAR WHAT THE
OTHER PERSON IS SAYING
TECHNIQUES THAT CAN BE
LEARNED TO MAKE GOOD
LISTENING SKILLS
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SHOW INTEREST AND CONCERN
FOR WHAT THE SPEAKER IS
SAYING
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BE ALERT AND MAINTAIN EYE
CONTACT WITH THE SPEAKER
AVOID INTERRUPTING THE
SPEAKER
PAY ATTENTION TO WHAT THE
SPEAKER IS SAYING
AVOID THINKING ABOUT HOW
YOU ARE GOING TO RESPOND
TRY TO ELIMINATE YOUR OWN PREJUDICES
AND SEE THE OTHER PERSON’S POINT OF
VIEW
ELIMINATE DISTRACTIONS BY
MOVING TO QUIET AREA
WATCH THE SPEAKER CLOSELY FOR ACTIONS
THAT CONTRADICT WHAT THE PERSON IS
SAYING
REFLECT STATEMENTS BACK TO THE SPEAKER
THAT LET THE SPEAKER KNOW THAT YOU
UNDERSTAND WHAT IS BEING SAID
ASK FOR CLARIFICATION IF YOU DO NOT
UNDERSTAND PART OF A MESSAGE
KEEP YOUR TEMPER UNDER
CONTROL
MAINTAIN A POSITIVE ATTITUDE
TWO TYPES OF OBSERVATIONS
• SUBJECTIVE
• OBJECTIVE
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SUBJECTIVE
CANNOT BE SEEN OR FELT
SYMPTOMS
• STATEMENTS OR COMPLAINTS MADE BY THE
PATIENT
• REPORT IN THE EXACT WORDS THAT THE
PATIENT USES
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OBJECTIVE OBSERVATIONS
CAN BE SEEN OR MEASURED
SIGNS
•
•
•
•
•
•
BRUISE
CUT
RASH
SWELLING
TEMPERATURE
BLOOD PRESSURE
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– Health team members communicate with each
other to give coordinated and effective care.
• They share information about:
– What was done for the person
– What needs to be done for the person
– The person’s response to treatment
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• COMMUNICATION
– Communication is the exchange of information.
– For good communication:
• Use words that mean the same thing to you and the
receiver of the message.
• Use familiar words.
• Be brief and concise.
• Give information in a logical and orderly manner.
• Give facts and be specific.
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