Question

Answer the following questions

1. Identify characteristics of verbal and nonverbal communication.

2. Examples of Communication Messages Conveying Impatience

3. List guidelines involved with active listening.

4. Compare and contrast assertive, aggressive, and passive communication

5. Identify techniques to overcome communication barriers with patients

Answer 1

1. Identify characteristics of verbal and nonverbal communication.

Characteristics of Verbal Communication

i) Mediums

Verbal communication is either face-to-face or public. Communicating face-to-face allows communicators to exchange ideas back and forth freely, while public speaking allows the back and forth exchange of ideas only in certain circumstances, like a classroom setting or during a question and answer session. However, in order to keep information flowing smoothly and clearly between the speaker and the audience, rules have to be negotiated as to when each individual can speak. Verbal communication does not just involve speech, since written communication conveys a specific idea and is a part of verbal communication.

ii) Sound

At birth, everyone has the ability to make sounds. Some sounds have nothing to do with language or words, such as laughing, crying and yelling. Despite that, people with different languages can understand the emotion that the individual is communicating. Emotions and attitudes can also be communicated through the tone of the words. People have a tendency to show how they feel about the subject or the audience through the tone they present. Tone can completely shift the meaning of an uttered statement. For instance, if a statement is said sarcastically, others will likely believe the opposite of what is said.

iii) Words

At some point, children learn how to put sounds into words. Words are sounds that are produced in such a way that people can distinguish them from other sounds. Not everyone will necessarily know the meaning of each individual word, so those wishing to communicate verbally need to make sure that those they're speaking to understand the intended meaning of the word.

iv) Language

Languages are created when meaning is assigned to words. The language that a child is exposed to is the language that the child picks up. Individuals who want to verbally communicate to others speaking another language must not only learn the language but also understand how these words are used in common speech. For instance, a person learning English might know that accelerated is a synonym for fast but needs to understand that accelerated means a specific type of fast in which an individual is performing an action faster than before.

v) Etiquette

In addition to understanding, different cultures have systems of etiquette that determine what is said in order to avoid offending others. For instance, speakers often address their audience as ladies and gentlemen. In face-to-face communication, individuals often refer to each other as sir and madam.

Characteristics of non-verbal communication

Non-verbal communication is any information that is communicated without using words. The important characteristics of non-verbal communication are as follows:

• No use of words: Non-verbal communication is a communication without words or language like oral or written communication. It uses gestures, facial expressions, eye contact, physical proximity, touching, etc. for communicating with others.
• Culturally determined: Non-verbal communication is learned in childhood, passed on to you by your parents and others with whom you associate. Through this process of growing up in a particular society, you adopt the taints and mannerisms of your cultural group.
• Different meaning: Non-verbal symbols can many meanings. Cross-culture
• aspects give various meanings to same expression in respect of non-verbal communication.
• Vague and imprecise: Non-verbal communication is quite vague and imprecise. Since in this communication, there is no use of words or language which expresses clear meaning to the receiver.
• May conflict with verbal message: Non-verbal communication is so deeply rooted, so unconscious, that you can express a verbal message and then directly contradict it with a nonverbal message.
• Largely unconscious: Non-verbal communication is unconscious in the sense that it is usually not planned nor rehearsed. It comes almost instantaneously.
• Shows feelings and attitudes: Facial expressions, gestures, body movements, the way you use your eyes – all communicate your feelings and emotions to others.
• Informality: Nonverbal communication does not follow any rules, formality or structure like other communication. Most of cases people unconsciously and habitually engaged in non-verbal communication by moving the various parts of the body.

2. Examples of Communication Messages Conveying Impatience

• Looking at your watch or the clock
• Doing two things at once
• Not looking up from your work when someone approaches
• Rushing around the office

3. List guidelines involved with active listening.

Step 1: Face the speaker and maintain eye contact.

Step 2: Be attentive, but relaxed.

Step 3: Keep an open mind.

Step 4: Listen to the words and try to picture what the speaker is saying.

Step 5: Don't interrupt and don't impose your "solutions."

Step 6: Wait for the speaker to pause to ask clarifying questions.

Step 7: Ask questions only to ensure understanding.

Step 8: Try to feel what the speaker is feeling.

Step 9: Give the speaker regular feedback.

Step 10: Pay attention to what isn't said—to nonverbal cues.

4. Compare and contrast assertive, aggressive, and passive communication

The difference between aggressive, passive, and assertive behavior can be identified from the different reactions one expresses to a situation. Human behavior can be categorized into different typologies. When observing the human reaction to situations, such a typology can be identified. According to this, human beings can behave in three different ways. They are assertive, aggressive, and passive behavior. Assertive behavior includes honest, direct, and confident behavior that does not violate the rights of others. The aggressive behavior involves hostility and violence towards others. The passive behavior involves nonresisting behavior.

5. Identify techniques to overcome communication barriers with patients

i) Ask your patient to be a parrot.

To avoid communication barriers in healthcare, make sure your patient understands everything you have explained. Sure they can listen to you, but you want to know that they have processed that information. Ask the patient to ‘parrot back’ what they do understand. You will be able to uncover what they missed or misinterpreted so you can easily go back over that aspect again for them.

ii) Record each visit.

Using personalized video recordings will bridge the gap in doctor-patient communication without interrupting how healthcare works. Medical Memory will help to breakdown any communication barriers in healthcare, increase compliance and improve patient satisfaction and recall.

iii) Be visual

iv) Always use easy-to-understand language.

Medical terminology isn’t easy to understand. When you use clear, simple language and words the patient will understand, it will help patients to trust you and adhere to what was said.

v) Learn to listen and understand.

Many people tend to forget that listening plays a huge part in excellent communication. Nothing replaces listening—truly listening—to your patients. Give the patient 110% of your attention and provide support and advice to encourage them to express any fears or concerns. Listening will allow you the opportunity to gather all information needed to provide the best care possible. Active listening makes patients more receptive to treatment.