Communication : core interpersonal skills for healthcare professionals

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Communication : core interpersonal skills for healthcare professionals / Gjyn O'Toole.

O'Toole, Gjyn, (author.).

Record details

ISBN: 9780729543255 (Paperback)
ISBN: 0729543250 (Paperback)
Physical Description: illustrations ; 24 cm.
Edition: Fourth edition.
Publisher: Australia ; Elsevier, 2020.

Content descriptions

Bibliography, etc. Note:: Includes bibliographical references and index.
Formatted Contents Note:: The significance of effective interpersonal communication for the healthcare professional -- Achieving effective communication by developing awareness within the healthcare professional -- Managing realities of communication as a healthcare professional -- Scenarios to guide communication : opportunities for healthcare professionals to practice communicating effectively with 'the person/s'.

Search for related items by subject

Subject:: Communication in medicine.
Medical personnel and patient.
Interpersonal communication.

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1 of 1 copy available at Vancouver Community College.

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Location	Call Number / Copy Notes	Barcode	Shelving Location	Circulation Modifier	Holdable?	Status	Due Date	Courses
Broadway Library	R 118 O86 2020 (Text)	33109010367589	Stacks		Volume hold	Available	-

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Summary

Table of Contents

How to use this book

xii

Reviewers

xiv

Preface

xvi

Acknowledgements

xvii

Section 1 The significance of effective interpersonal communication for the healthcare professional

(65)

1 Effective communication for healthcare professionals: A model to guide communication

(13)

Why learn how to communicate? Everyone can communicate!

(1)

Factors to consider when defining effective communication

(2)

Possible factors that can impact on effective communication

(6)

Chapter summary

(1)

References

(3)

2 The overarching goal of communication for healthcare professionals: Person-centred care

(13)

An international WHO classification demonstrating the importance of effective communication

(2)

A model to guide the overall purpose of communication for healthcare professions

(1)

Mutual understanding

(4)

Family/Person-centred care and goals

(1)

Chapter summary

(1)

References

(4)

3 The specific goals of communication for healthcare professionals: 1 Introductions and providing information

(12)

Making verbal introductions

(3)

Providing information: a two-way process

(2)

Providing constructive feedback

(1)

Chapter summary

(2)

References

(3)

4 The specific goals of communication for healthcare professionals: 2 Questioning, comforting and confronting

(15)

Interviewing and questioning to gather information

(5)

Comforting: encouraging versus discouraging

(3)

Confronting unhelpful attitudes or beliefs

(2)

Chapter summary

(2)

References

(3)

5 The specific goals of communication for healthcare professionals: 3 Effective conclusions of interactions and services: Negotiating closure

(11)

The importance of effective conclusions

(1)

Features of effective conclusions or finalising

(2)

Preparing to conclude or finalise

(1)

Concluding initial meetings, single face-to-face or telephone interactions

(1)

Concluding individual treatment sessions

(1)

Concluding provision of healthcare services after a period of care

(1)

Concluding services due to a life-limiting illness

(2)

Chapter summary

(2)

References

(2)

Section 2 Achieving effective communication by developing awareness within the healthcare professional

(112)

6 Awareness of and the need for reflective practice in healthcare

(19)

The `what' of reflection: a definition

(2)

The `why' of reflection: reasons for reflecting

(2)

Reflection upon barriers to experiencing, accepting and resolving negative emotions

(3)

The `how' of reflection: models of reflection

(4)

The result of reflection: achieving self-awareness

(1)

Chapter summary

(2)

References

(4)

7 Awareness of self to enhance healthcare communication

(16)

Self-awareness: an essential requirement

(1)

The benefits of achieving self-awareness

(1)

Beginning the journey of self-awareness

(2)

Individual values

(1)

Is a healthcare profession an appropriate choice?

(1)

Values of a healthcare professional

(1)

Characteristics and abilities that enhance the practice of a healthcare professional

(2)

Conflict between values and needs

(2)

Perfectionism as a value

(1)

Self-awareness of personal communication skills

(1)

Self-awareness of skills for effective listening

(1)

Self-awareness of skills for effective speaking

(2)

Personality and resultant communicative behaviours

(1)

Chapter summary

(3)

References

100

(2)

8 Awareness of how personal assumptions affect healthcare communication

102

(12)

Reasons to avoid stereotypical judgement when communicating

103

(1)

Stereotypical judgement relating to roles

104

(1)

Expectations of a healthcare professional

105

(1)

Developing attitudes to avoid stereotypical judgement

106

(2)

Overcoming the power imbalance: ways to demonstrate equality in a relationship

108

(1)

Chapter summary

109

(2)

References

111

(3)

9 Awareness of the `Person/s' for healthcare communication

114

(17)

Who is the Person/s?

114

(1)

Relevant information about the Person/s

115

(1)

Defining the whole `Person'

115

(6)

Cognitive aspects of the Person

121

(5)

Chapter summary

126

(2)

References

128

(3)

10 Awareness of the effects of non-verbal communication for the healthcare professional

131

(15)

The significance of non-verbal communication

133

(1)

The benefits of non-verbal communication

133

(1)

The effects of non-verbal communication

133

(1)

The components of non-verbal communication

134

(5)

Communicating with the Person/s who has limited verbal communication skills

139

(2)

Chapter summary

141

(2)

References

143

(3)

11 Awareness of listening to facilitate Person/s-centred communication in healthcare

146

(14)

Defining effective listening

147

(1)

Requirements of effective listening

147

(1)

Results of effective listening

148

(1)

Benefits of effective listening

149

(1)

Barriers to effective listening

149

(3)

Preparing to listen

152

(2)

Characteristics of effective listening

154

(1)

Disengagement

155

(1)

Chapter summary

156

(2)

References

158

(2)

12 Awareness of different environments affecting communication in healthcare

160

(18)

The physical environment

161

(5)

The emotional environment

166

(2)

The cultural environment

168

(2)

Environments affecting sexuality

170

(1)

The social environment

170

(2)

The spiritual environment

172

(1)

Chapter summary

173

(2)

References

175

(3)

Section 3 Managing realities of communication as a healthcare professional

178

(169)

13 Holistic communication resulting in holistic healthcare

179

(19)

Holistic communication

179

(2)

An essential criterion in holistic communication: Respect

181

(2)

Another essential criterion in holistic communication: Empathy

183

(5)

Holistic care

188

(2)

Chapter summary

190

(3)

References

193

(5)

14 Conflict and communication for the healthcare professional

198

(13)

Conflict during communication

199

(2)

Resolving negative attitudes and emotions towards another

201

(1)

Patterns of relating during conflict

202

(1)

Bullying

203

(1)

Communicating assertively

204

(2)

Chapter summary

206

(3)

References

209

(2)

15 Culturally effective communication in healthcare

211

(21)

Introduction

211

(1)

Defining culture

212

(1)

Cultural identity affecting culturally effective communication

213

(1)

Defining culturally effective communication

213

(2)

Why consider cultural differences?

215

(1)

A model of culturally effective communication

215

(4)

Managing personal cultural assumptions and expectations

219

(2)

Strategies for achieving culturally effective communication

221

(2)

Using an interpreter

223

(2)

The culture of each health profession

225

(1)

The culture of disease or ill-health

225

(1)

Chapter summary

225

(3)

References

228

(4)

16 Communicating with Indigenous Peoples as a healthcare professional

232

(22)

Correct use of terms

233

(1)

The 4 Rs for reconciliation: Remember, Reflect, Recognise, Respond

233

(2)

The complexity of cultural identity

235

(1)

Principles of care for healthcare professionals when working with Indigenous Peoples

236

(7)

Factors contributing to culturally effective communication with Indigenous Peoples

243

(2)

Barriers to culturally responsive or effective communication

245

(1)

Chapter summary

246

(5)

References

251

(3)

17 Misunderstandings and communication for the healthcare professional

254

(14)

Communication that produces misunderstandings

254

(2)

Factors affecting mutual understanding

256

(1)

Causes of misunderstandings

257

(4)

Strategies to avoid misunderstandings

261

(1)

Resolving misunderstandings

262

(1)

Chapter summary

263

(3)

References

266

(2)

18 Ethical communication in healthcare

268

(16)

Respect regardless of differences

269

(1)

Honesty

269

(1)

Clarification of expectations

270

(1)

Consent

271

(1)

Confidentiality

272

(3)

Boundaries

275

(1)

Ethical codes of behaviour and conduct

276

(1)

Chapter summary

277

(4)

References

281

(3)

19 Remote or long-distance healthcare communication: 1 The unseen healthcare professional

284

(15)

Characteristics of remote forms of communication for the healthcare professional

285

(2)

Principles governing professional remote communication

287

(1)

Electronic records

287

(1)

Telephones

288

(2)

Using video/teleconferencing or Skype or Zoom for professional development and meetings

290

(1)

The internet

291

(2)

Chapter summary

293

(6)

References

297

(2)

20 Remote or long-distance healthcare communication: 2 The seen, but not-in-the-room healthcare professional

299

(13)

Positive outcomes from using telecommunication

301

(2)

Challenges relating to using telecommunication

303

(1)

Devices, trained personnel and secure internet connection

304

(1)

Requirements for effective communication

305

(4)

References

309

(3)

21 Documentation: `one-way' professional healthcare communication

312

(19)

Documentation: information recording and provision

313

(1)

Quality, understandable documentation

314

(1)

Documentation requirements in healthcare

314

(3)

Characteristics of a professional writing style

317

(6)

Report or letter writing: formatting and content

323

(1)

Points to remember

324

(1)

Chapter summary

324

(3)

References

327

(4)

22 Social media or `not present in person' communication and the healthcare professional

331

(16)

Social networking sites

332

(3)

Cyberbullying

335

(1)

Other factors relating to the use of social media

336

(2)

Netiquette: a mnemonic to guide personal electronic communication

338

(1)

Professional communication using social media

339

(1)

Chapter summary

340

(3)

References

343

(4)

Section 4 Scenarios to guide communication: opportunities for healthcare professionals to practise communicating effectively with `the Person/s'

347

(97)

Introduction

348

(1)

One possible session outline - role-plays

348

(3)

23 Person/s experiencing strong negative emotions

351

(15)

1 Person/s behaving aggressively

352

(2)

2 Person/s experiencing extreme distress

354

(2)

3 Person/s experiencing neurogenic or psychological shock

356

(4)

4 Person/s experiencing depression

360

(2)

5 Person/s reluctant to engage or be involved in communication or intervention

362

(4)

24 Person/s in particular stages of the lifespan

366

(13)

A child

367

(2)

An adolescent

369

(4)

An adult

373

(3)

A Person/s who is older

376

(3)

25 Person/s fulfilling particular life roles

379

(22)

1 Person/s fulfilling the role of carer

380

(2)

2 Person/s fulfilling the role of a colleague

382

(3)

3 Person/s fulfilling the role of parent to a child requiring assistance

385

(3)

4 Person/s fulfilling the role of single parent to a child requiring assistance

388

(3)

5 A Person/s fulfilling the role of a grandparent

391

(2)

6 Person/s fulfilling the role of a student

393

(3)

7 Groups in the healthcare professions

396

(4)

References

400

(1)

26 Person/s experiencing particular conditions

401

(30)

1 Person/s experiencing post-traumatic stress disorder (PTSD) and complex PTSD

402

(3)

2 Person/s with a spinal injury

405

(3)

3 Person/s with decreased cognitive function

408

(3)

4 Person/s experiencing a life-limiting illness and their family

411

(5)

5 Person/s experiencing a mental illness

416

(3)

6 Person/s experiencing long-term (chronic) and/or multiple physical conditions

419

(4)

7 Person/s experiencing a hearing impairment

423

(3)

8 Person/s experiencing a visual impairment

426

(4)

References

430

(1)

27 Person/s in particular contexts

431

(13)

1 A Person/s who experiences an emergency

432

(2)

2 A Person/s living in a residential aged care facility

434

(3)

3 A Person/s who experiences domestic abuse

437

(3)

4 A Person/s who speaks a different language to the healthcare professional

440

(4)

Glossary

444

(7)

Index

451

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Communication : core interpersonal skills for healthcare professionals / Gjyn O'Toole.

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