Effective verbal and nonverbal
communication skills are valuable in the workplace. Understanding the benefits
of effective communication helps companies place a focus on developing a
workforce that is able to communicate within the firm and with customers. In
the field of healthcare, Strong and positive communication setting is one of the
most important tools we have for providing great patient care and improving
patient satisfaction. A positive and strong relationship between healthcare
members and patients has a big impact for the perception of the patients during
medications. According to studies, clinician’s ability to explain,
listen and empathize can have a profound effect on biological and functional
health outcomes as well as patient satisfaction and experience of care. Every
patient who comes to a hospital has a team of people involved in providing care
throughout their healing process: from doctors and nurses to housekeeping and
culinary teams, and even their family and loved ones. With so many parties
involved, it’s understandable that missteps in communication could occur.
Healthcare systems should take communication
seriously and train their team members to break down these communication
barriers to provide excellent patient care. According to a study, “Patients
have a higher expectation of the type of care they are going to receive when
they are in the hospital, and not just from nurses and doctors but also from
support services such as housekeeping. They expect courtesy and communication
from all whom they interact with, including room technicians and other frontline
team members. There
is a wealth of research data that supports the benefits of effective
communication and health outcomes for patients and healthcare teams. The
connection that a patient feels with his or her clinician can ultimately
improve their health mediated through participation in their care, adherence to
treatment, and patient self-management. Yet, it is estimated that
one-third of adults with chronic illnesses underused their prescription
medication due to cost concerns; yet they fail to communicate this information
to their physician. Another study found that less than half of hospitalized
patients could identify their diagnoses or the names of their medication at
discharge, an indication of ineffective communication with their physicians,
According to the Institute of Medicine (IOM) Report on Health Professions and
Training. Healthcare members or workers should master and know the importance
of communication, how effective it is and what are the perfect materials or
methodologies in communicating in their workplace. Patients
can become nervous, confused, scared, sick, and angry when they enter the
unfamiliar environment of a healthcare facility. Becoming angry or frustrated
with an unsettled patient will only make the situation worse. Remain calm and
speak in a steady, confident voice .Communication skills are learnable,
trainable, adaptable just like any other skill!. Yes, it is not easy to change
yourself. But it wasn’t easy to be in your current academic achievement either.
You can teach yourself these skills, learn them, adopt them, and make them part
of the new you.
Oral communication is the process
of expressing information or ideas by word of mouth. There are different types
of oral communications, One-on-One Speaking, Small-Group or Team-Based Oral
Work, Formal and informal communication, Technology-Aided, Signs and
Symbols Speeches and Presentations, and Oral Examinations. Most of these types
of oral communication should be done in different fields of work including
II. Oral communication for healthcare:
Oral communication is used
in various care settings for example; doctors surgeries, hospitals, old
people’s homes and even in the patients home during call outs. Oral
communication needs to be used to give important messages to patients of
colleagues. Doctors need to tell patients about illnesses related to the
patient or advice and help about medications. Some old people suffer badly from
lots of different illnesses so they will need extra care.
Is the ability to explain and present your
ideas in clear English to diverse audiences. This includes the ability to
tailor your delivery to a given audience, using appropriate styles and
approaches, and an understanding of the importance of non-verbal cues in oral
communication. Oral communication requires the background skills of presenting,
audience awareness, critical listening and body language. Before
a healthcare worker performs any medical procedure or care task with a patient,
it’s important they use verbal communication to inform the patient. This allows
the patient to know what to expect. Verbal communication can also be used by
the patient to inform the health care worker how they are feeling, what
concerns they have and any other questions the patient may have. It is also
important that the nurse, doctor or other healthcare workers understands the
needs of their patients for them to know what assistance they need.
and informal communication-
Formal communication is often
found in hospital policies and documents. This type of communication can be
very serious, leaving little or no room for feedback or deviation. Health care
workers use formal communication when explaining hospital policies to patients
and their families. Especially, if there are serious issues or matter that
needs a formal communication.
is less structured, and often allows for more interaction and communication
between patients and caregivers. Conversing with patients about their
interests, families and daily activities generally occurs using informal communication.
In this type of communication the workers become friendly to ask questions and
entertain their patients. This is also the type of communication that is
commonly used because it is the easiest way to make communications between the patients,
their families and healthcare workers.
Many health care settings are
full of signs and symbols that communicate quickly what a patient or visitor
needs to know. Using this type of communication is beneficial in care settings,
as it allows individuals who are unable to read or understand a specific
language to still know what is being communicated or discussed about .
Not all patients are able to
communicate on their own with their caregivers. In these instances, many use
technology-aided communication devices to hear or speak. For example, patients
who are unable to speak may type their thoughts into a computer that announces
them out loud. Thanks for the help of the new technologies today. It is now
easy for them to connect for just a click in their gadgets or computers.
III. What is written communication? :
Written communication helps in laying down
apparent principles, policies and rules for running of an organization. Speech
came before writing. But writing is more unique and formal than speech.
Effective writing involves careful choice of words, their organization in
correct order in sentences formation as well as cohesive composition of
sentences. Also, writing is more valid and reliable than speech. But while
speech is spontaneous, writing causes delay and takes time as feedback is not
communication is more precise and explicit. This communication develops and enhances
an organization’s image. It also provides ready records; references and legal
defenses can depend upon written communication as it provides valid records.
IV. Written communication for healthcare:
communication is used in various care settings for example; doctors surgeries,
hospitals, old people’s homes and even in the patients home during call outs.
There are different types of written communication that can be used in every
workplace. Examples are emails, internet websites, contracts, proposals,
letters, post cards etc. Most of these types of oral communication should be
done in different fields of work including healthcare system.
Health services need to keep good
written records of the care given to patients/clients for three main
make sure the care and treatment can continue to be given safely no matter
which staff are on duty, 24 hours a day, seven days a week
record the care that has been given to the patient/client
make sure there is an accurate record to be used as ‘evidence’ when there is a
complaint from a patient/client about the care they have received.
Written communication helps a lot
especially on recording patient needs or their current status. It is also used
by doctors to give data or prescription to their patients.
are principles of written communication that should be followed.
as near as possible to the time you’ve delivered the care
simply and clearly that the patients or nurse can understand. It can also avoid
misunderstanding especially when giving prescription.
legibly if hand-written and as error-free as possible if keyed into a computer.
dates and times as accurately as possible when specific events and
circumstances occurred. Dates and time is really important especially for
giving personal opinions
writing anything judgmental or which may seem personally abusive or insulting.
Report factually what you have observed.
can add motivational quotes or messages, it will be a big help for the patients.
Always be responsible in doing
written communication, as part of the health care team, you have a
responsibility to make sure that anything you write about a patient/client or
that any other member of staff writes, for that matter remains confidential and
cannot be accessed by any unauthorized person.
Channels or materials for healthcare settings:
In order for employers to
maximize their messaging strategy, they need to understand which communication
channels are most effective at reaching their employees. No matter which channel an employer uses, it’s
important to put together a targeted strategy that includes multiple channels.
In hospitals and other healthcare settings, just as computer systems can run a
number of different software applications, we can think of a communication
system providing a number of different communication services. Thus voice
communication is only one of the many services available across a telephone
line. Fax transmission of documents is an entirely different kind of service
that uses the same underlying channel. For example, a mobile phone may provide
voice-mail, text messaging. Communication services can run on different
communication devices. Examples of devices include the telephone, fax machine,
and personal digital assistant (PDA). Different devices are suited to handle
different situations and tasks. Communication devices are a source of
continuing innovation, and will continue to evolve. In the healthcare system, materials that can
use as communication are telephones and mobile phones to be able to contact
especially when there is emergency. Fax machine, used to transmit documents and
other important files. Televisions or computers used to present a proposal or
as a visual presentation to explain more clearly some cases in the hospital.
Communicating skills in a
healthcare settings helps:
diagnosis, investigation and treatment in a good and proper way.
the patient in the decision-making
with anxious patients or relatives
instructions on discharge.
informed consent/clarification for an invasive procedure or obtaining consent
for a post-mortem
advice on lifestyle, health promotion or risk factors
medical practice, dealing with difficult patients is seen almost daily.
Difficult patients are ordinary people who come to your health institute,
whatever is that, because they have to, not because they want to. Sometimes,
they have even been brought in unwillingly by a family member or a friend. They
come in with their vast range of different personalities, cultural background,
and current emotional state. It is really important to learn how to communicate
to them and explain the possible conclusions waiting.
Communications gives a lot of help in
every workplace. It is really important to know what are the benefits and
learning we can get through communicating. Communication is a major component
of the process of health care. Doctors are in a unique position of respect and
power. Hippocrates suggested that doctors may influence patients’ health.
Effective doctor-patient communication can be a source of motivation, incentive,
reassurance, and support. A good doctor-patient relationship can increase job
satisfaction and reinforce patients’ self-confidence, motivation, and positive
view of their health status, which may influence their health outcomes. Yet
communication enhancements seem to be one of the cheapest and most cost
effective interventions we have available to improve the quality and safety of
clinical services, and deserve much greater attention than they currently