Communication
Addressing the Patient
•After you identify your patient using patient identifiers, introductions should be next. You want your patient to know you.
•Avoid impersonalizing patients, such as identifying patient by the exam rather than by name. This is respecting your patient.
•Address patient appropriately. Many times, a patient will let you know how he/she would like to be addressed.
–Avoid use of "honey," "sweetie," or other such names, many patients do not like these terms.
Verbal Communication
Verbal communication comes in many forms, such as:
•Spoken words
•Written words
•Voice intonation
•Slang and jargon
•Organization of sentences
•Humor
Verbal communication is the sounds and language that we use to relay a message to someone else. Verbal communication is the vehicle through which we express desires, ideas and concepts. It is imperative to have good verbal communication skills in healthcare for many reasons. It is important to the processes of learning and teaching. When we are explaining something to our patient or getting a history from the patient, we are utilizing verbal communication. We also must be able to read and write as a part of our communication. In combination with nonverbal forms of communication, verbal communication acts as the primary tool for expression between two or more people.
It is interesting to note that communication happens like this:
55% = body language
38% = tone of voice
7% = words
This shows that the actual words are a small portion of what is considered communication.
When you verbally communicate with others, it is very important to pay attention to several factors. It is not only what we say, but how we say things. For this reason we need to dicsuss paralanguage. Paralanguage is how we say things. This includes the tone of voice used, where emphasis is placed while speaking, the speed at which you are talking and the volume of the conversation. For example, you can tell a patient that you will gladly show him/her how to get to the lobby, but if your paralanguage is saying something else, the patient will notice.
Nonverbal Communication
•Paralanguage
•Body Language
•Touch
•Professional Appearance
•Physical Presence
•Visual Contact
There are many elements to consider when dealing with patients. Not every form of communication is verbal. Body language speaks volumes about a patient's state of mind. Many people do realize that body language, facial expressions and movements are all part of nonverbal communication. What many people are not aware of is that nonverbal communication can also include touch, eye contact, posture, sounds, smells, the distance between individuals and gestures.
Have you ever heard the phrase, "actions speak louder than words." This is so true.
As radiographers, we must learn to utilize our verbal and non-verbal communication skills. We must always consider differences in our patients. You need to be aware of things like cultural differences, gender and age.
Communication Under Stress
Stress interferes with our ability to process information accurately and appropriately. The majority of patients you will encounter will be under stress.
Here are some suggestions to improve communication effectiveness in a crisis situation:
–Lower your voice, speak slowly and clearly
–Be nonjudgmental in both verbal and nonverbal cues
–Do not allow another's inappropriate actions or speech goad you into a similar response
–Request confirmation when you are uncertain of the listener's understanding