Communication skills for the healthcare professional / Laurie Kelly McCorry, Jeff Mason
Book | Wolters Kluwer/Lippincott Williams & Wilkins Health | 2011 | 1st ed.
Available at Gateway-Kenosha Campus General Collection (R 118 M3.95 2011)

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Gateway-Kenosha Campus General Collection R 118 M3.95 2011 Available
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Edition
1st ed.
Description
xii, 251 pages : illustrations ; 23 cm
Bibliography
Includes bibliographical references and index.
Contents
Part I: Principles of Communication
Chapter 1: The Communication Process
Therapeutic Communication
A Definition of Communication
The Five Steps of the Communication Process -- The Sender has an Idea to Communicate -- The Sender Encodes the Idea in a Message -- The Message Travels Over a Channel -- The Receiver Decodes the Message -- The Receiver Understands the Message and Sends Feedback to Sender -- Noise
An Illustration of the Five-Step Communication Process
Fundamental Writing Skills
Chapter 2: Nonverbal Communication
Types of Nonverbal Communication -- Gestures -- Facial Expressions -- Gaze Patterns -- Personal Space -- Position -- Posture -- Touch
Proper Interpretation of Nonverbal Communication: Congruency with Verbal Messages
Proper Nonverbal Communication Skills for the Healthcare Professional
Fundamental Writing Skills
Chapter 3: Verbal Communication
Definition of Verbal Communication
The Purposes of Using Clear Language for Effective Verbal Communication with Patients -- Content and Word Choices -- Grammar and Pronunciation -- Tone -- Emphasis -- Small Talk -- Using Commentary
Important Practices for Effective Verbal Communication with Patients and Other HCPs -- Send a Clear Message -- Use Standard English Not Slang -- Avoid Using Medical Jargon When Speaking to the Patient -- Talk to the Patient, and Be a Good Listener -- Help the Patient to be a Good Listener
Developing Skills for Listening and Paraphrasing What the Patient Says -- A Test of the Message for the Patient -- A Building of Rapport - a Human Connection -- Focusing on the Patient and Keeping the Patient Talking
Providing Empathy and Understanding to the Patient -- The Difference between Empathy and Sympathy
Questioning the Patient -- Open-ended Questions -- Closed Questions -- Multiple Choice Questions
Some Do's and Don'ts of Verbal Communication -- Use the Patient's Name -- Do Not Give the Patient Unsought or Unrelated Advice -- Do Not Talk about Yourself Instead of Talking about the Patient -- Do Not Tell the Patient You Know How They Feel
Fundamental Writing Skills
Part II: Clinical Communication Skills
Chapter 4: Professional Communication and Behavior
Essential Interpersonal Skills for the Healthcare Professional -- Tactfulness and Diplomacy -- Courtesy and Respect -- Empathy -- Genuineness -- Appropriate Self-Disclosure -- Assertiveness versus Aggressiveness
Effective Therpeutic Communication Skills and Strategies -- Remaining Silent with the Patient -- Remaining Nonjudgemental -- Showing Acceptance of What the Patient Tells You -- Giving Recognition -- Offering of Yourself -- Giving the Patient the Opening -- Leading the Discussion -- Making Observations -- Encouraging Communication Paraphrasing
Roadblocks to Therapeutic Communication Part I - The Healthcare Professional's Behavior -- Providing Easy Reassurance -- Minimizing the Patient's Feelings -- Approving/Disapproving -- Agreeing/Disagreeing -- Giving Your Own Advice -- Prying -- Becoming Defensive -- Demanding that the Patient Explain their Behavior -- Making Commonplace, or Cliched, Comments
Roadblocks to Therapeutic Communication Part II - The Patient's Behavior -- Ineffective Coping Behaviors -- Angry Patients -- Anxious Patients
Communication with Other Members of the Healthcare Team - Your Colleagues -- Always Use an Appropriate Means of Communication with Co-Workers -- The Appropriate Attitude is Assertive, not Aggressive -- Always Choose an Appropriate Time and Place for Important Communication
Commuication with Other Members of the Healthcare Team - Your Supervisor -- Keep Supervisors Informed -- Ask Questions -- Minimize Interruptions of Your Supervisor's Time -- Show Initiative
HIPAA - The Health Insurance Portability and Accountability Act - and Patient Privacy
Fundamental Writing Skills
Chapter 5: Interviewing Techniques
The Interviewee
The Setting
Types of Questions
The HCP-centered Interview versus the Patient-centered Interview
Interview Guidelines
Pinpointing the Chief Complaint or Present Illness
Interviewing Children and Adolescents
Legal Restrictions and Ethical Issues
Clinical Applications
Fundamental Writing Skills
Chapter 6: Adapting Communication to a Patient's Ability to Understand
Health Literacy
Language Barriers
Visual Impairment
Deafness and Hearing Loss
Advanced Age
Delirium and Dementia
Fundamental Writing Skils
Chapter 7: Patient Education
Introduction -- Benefits of Patient Education -- Patient Education Involves More Than the Transfer of Information
Approach to Patient Education -- Assessment of the Patient -- Design of the Instruction -- Selection of Teaching Strategies and Resources
Strategies and Resources for Patient Instruction
Practices to Avoid During a Teaching Session
Fundamental Writing Skills
Chapter 8: Cultural Sensitivity in Healthcare Communication
A More Multicultural and Ethnically Diverse Society
Disparities in Treatment and Access to Health Care
Defining Cultural Competence and Some Ideas about It -- I. The Volcano Model - "The Process of Cultural Competence in the Delivery of Healthcare Services" -- II. The Cultural Competence Continuum
Nonverbal Communication in Cross-Cultural Contexts
The National Standards on Culturally and Linguistically Appropriate Services (CLAS)
Tips for Improving Cross-Cultural Communication between the HCP and Patient
Communicating with Limited-English-Speaking Patients
The Need for a Medical Interpreter
Fundamental Writing Skills
Part III: Administrative Communication Skills
Chapter 9: Electronic Communication
Telecommunication -- Telephone Etiquette -- Types of Incoming Calls -- Telephone Triage -- Outgoing Emergency Calls
Facsimile, or Fax
Email
Fundamental Writing Skills
Chapter 10: Fundamental Writing Skills
Parts of Speech -- Nouns -- Pronouns -- Verbs -- Auxilliary Verbs -- Adverbs -- Prepositions and Prepositional Phrases -- Conjunctions
Punctuation -- Periods -- Question Marks and Exclamation Marks -- Commas -- Semicolons -- Colons -- Apostrophes -- Hyphens -- Dashes -- Parentheses -- Quotation Marks -- Capital Letters -- Numbers
Sentence Grammar -- Subjects and Predicates -- Phrases -- Clauses -- Sentence Types
Sentence Errors -- Subject-Verb Agreement Errors -- Run-ons - Fused Sentences and Comma Splice Errors
Paragraphing Basics -- Paragraph Structure -- Topic Sentence -- Supporting Sentences -- Concluding Sentence
The Basics of SOAP Notes
Summary
50.00 H/O GEN (99-HOG-9)
Subject
Added Author
Mason, Jeff, 1961-
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