Table of Contents
Cover image
Title page
Copyright
How to use this book
Reviewers
Preface
Acknowledgements
Section 1. The significance of effective interpersonal communication for the healthcare professional
1. Effective communication for healthcare professionals: A model to guide communication
Why learn how to communicate? Everyone can communicate!
Factors to consider when defining effective communication
Possible factors that can impact on effective communication
Chapter summary
References
2. The overarching goal of communication for healthcare professionals: Person-centred care
An international WHO classification demonstrating the importance of effective communication
A model to guide the overall purpose of communication for healthcare professions
Mutual understanding
Family/Person-centred care and goals
Chapter summary
Useful websites
References
3. The specific goals of communication for healthcare professionals: 1 Introductions and providing information
Making verbal introductions
Providing information: A two-way process
Providing constructive feedback
Chapter summary
References
4. The specific goals of communication for healthcare professionals: 2 Questioning, comforting and confronting
Interviewing and questioning to gather information
Comforting: Encouraging versus discouraging
Confronting unhelpful attitudes or beliefs
Chapter summary
References
5. The specific goals of communication for healthcare professionals: 3 Effective conclusions of interactions and services: Negotiating closure
The importance of effective conclusions
Features of effective conclusions or finalising
Preparing to conclude or finalise
Concluding initial meetings, single face-to-face or telephone interactions
Concluding individual treatment sessions
Concluding provision of healthcare services after a period of care
Concluding services due to a life-limiting illness
Chapter summary
References
Section 2. Achieving effective communication by developing awareness within the healthcare professional
6. Awareness of and the need for reflective practice in healthcare
The ‘what’ of reflection: A definition
The ‘why’ of reflection: Reasons for reflecting
Reflection upon barriers to experiencing, accepting and resolving negative emotions
The ‘how’ of reflection: Models of reflection
The result of reflection: Achieving self-awareness
Chapter summary
References
7. Awareness of self to enhance healthcare communication
Self-awareness: An essential requirement
The benefits of achieving self-awareness
Beginning the journey of self-awareness
Individual values
Is a healthcare profession an appropriate choice?
Values of a healthcare professional
Characteristics and abilities that enhance the practice of a healthcare professional
Conflict
between values and needs
Perfectionism as a value
Self-awareness of personal communication skills
Self-awareness of skills for effective listening
Self-awareness of skills for effective speaking
Personality and resultant communicative behaviours
Chapter summary
References
8. Awareness of how personal assumptions affect healthcare communication
Reasons to avoid stereotypical judgement when communicating
Stereotypical judgement relating to roles
Expectations of a healthcare professional
Developing attitudes to avoid stereotypical judgement
Overcoming the power imbalance: Ways to demonstrate equality in a relationship
Chapter summary
References
9. Awareness of the ‘Person/s’ for healthcare communication
Who is the Person/s?
Relevant information about the Person/s
Defining the whole ‘Person’
Cognitive aspects of the Person
Chapter summary
References
10. Awareness of the effects of non-verbal communication for the healthcare professional
The significance of non-verbal communication
The benefits of non-verbal communication
The effects of non-verbal communication
The components of non-verbal communication
Communicating with the Person/s who has limited verbal communication skills
Chapter summary
References
11. Awareness of listening to facilitate Person/s-centred communication in healthcare
Defining effective listening
Requirements of effective listening
Results of effective listening
Benefits of effective listening
Barriers to effective listening
Preparing to listen
Characteristics of effective listening
Disengagement
Chapter summary
References
12. Awareness of different environments affecting communication in healthcare
The physical environment
The emotional environment
The cultural environment
Environments affecting sexuality
The social environment
The spiritual environment
Chapter summary
References
Section 3. Managing realities of communication as a healthcare professional
13. Holistic communication resulting in holistic healthcare
Holistic communication
An essential criterion in holistic communication: Respect
Another essential criterion in holistic communication: Empathy
Holistic care
Chapter summary
References
14. Conflict and communication for the healthcare professional
Conflict during communication
Resolving negative attitudes and emotions towards another
Patterns of relating during conflict
Bullying
Communicating assertively
Chapter summary
References
15. Culturally effective communication in healthcare
Introduction
Defining culture
Cultural identity affecting culturally effective communication
Defining culturally effective communication
Why consider cultural differences?
A model of culturally effective communication
Managing personal cultural assumptions and expectations
Strategies for achieving culturally effective communication
Using an interpreter
The culture of each healthcare profession
The culture of disease or ill-health
Chapter summary
References
16. Communicating with indigenous peoples as a healthcare professional
Correct use of terms
The 4 Rs for reconciliation: Remember, reflect, recognise, respond
The complexity of cultural identity
Principles of care for healthcare professionals when working with indigenous peoples
Factors contributing to culturally effective communication with indigenous peoples
Barriers to culturally responsive or effective communication
Chapter summary
Websites and organisations
Further reading
References
17. Misunderstandings and communication for the healthcare professional
Communication that produces misunderstandings
Factors affecting mutual understanding
Causes of misunderstandings
Strategies to avoid misunderstandings
Resolving misunderstandings
Chapter summary
References
18. Ethical communication in healthcare
Respect regardless of differences
Honesty
Clarification of expectations
Consent
Confidentiality
Boundaries
Ethical codes of behaviour and conduct
Chapter summary
Further reading
Useful websites
References
19. Remote or long-distance healthcare communication: 1 The unseen healthcare professional
Characteristics of remote forms of communication for the healthcare professional
Principles governing professional remote communication
Electronic records
Telephones
Using video/teleconferencing or Skype or Zoom for professional development and meetings
The internet
Chapter summary
References
20. Remote or long-distance healthcare communication: 2 The seen, but not-in-theroom healthcare professional
Positive outcomes from using telecommunication
Challenges relating to using telecommunication
Devices, trained personnel and secure internet connection
Requirements for effective communication
Websites for guidelines and/or policies
References
21. Documentation: ‘one-way’ professional healthcare communication
Documentation: Information recording and provision
Quality, understandable documentation
Documentation requirements in healthcare
Characteristics of a professional writing style
Report or letter writing: Formatting and content
Points to remember
Chapter summary
Useful websites
References
22. Social media or ‘not present in person’ communication and the healthcare professional
Social networking sites
Cyberbullying
Other factors relating to the use of social media
Netiquette: A mnemonic to guide personal electronic communication
Professional communication using social media
Chapter summary
Useful websites
References
Section 4. Scenarios to guide communication: Opportunities for healthcare professionals to practise communicating effectively with ‘the Person/s’
Introduction
Introduction
One possible session outline – role-plays
23. Person/s experiencing strong negative emotions
1. Person/s behaving aggressively
2. Person/s experiencing extreme distress
3. Person/s experiencing neurogenic or psychological shock
4. Person/s experiencing depression
5. Person/s reluctant to engage or be involved in communication or intervention
24. Person/s in particular stages of the lifespan
A child
An adolescent
An adult
A Person/s who is older
25. Person/s fulfilling particular life roles
1. Person/s fulfilling the role of carer
2. Person/s fulfilling the role of a colleague
3. Person/s fulfilling the role of parent to a child requiring assistance
4. Person/s fulfilling the role of single parent to a child requiring assistance
5. A Person/s fulfilling the role of a grandparent
6. Person/s fulfilling the role of a student
7. Groups in the healthcare professions
References
26. Person/s experiencing particular conditions
1. Person/s experiencing post-traumatic stress disorder (PTSD) and complex PTSD
2. Person/s with a spinal injury
3. Person/s with decreased cognitive function
4. Person/s experiencing a life-limiting illness and their family
5. Person/s experiencing a mental illness
6. Person/s experiencing long-term (chronic) and/or multiple physical conditions
7. Person/s experiencing a hearing impairment
8. Person/s experiencing a visual impairment
Useful websites References
27. Person/s in particular contexts
1. A Person/s who experiences an emergency
2. A Person/s living in a residential aged care facility
4. A Person/s who speaks a different language to the healthcare professional
Glossary
Index
Copyright
Elsevier Australia. ACN 001 002 357 (a division of Reed International Books Australia Pty Ltd) Tower 1, 475 Victoria Avenue, Chatswood, NSW 2067
Copyright © 2020 Elsevier Australia. 1st edition © 2008; 2nd edition © 2012; 3rd edition © 2016 Elsevier Australia.
All rights reserved. No part of this publication may be reproduced or transmi ed in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission in writing from the publisher. Details on how to seek permission, further information about the Publisher ’ s permissions policies and our arrangements with organizations such as the Copyright Clearance Center and the Copyright Licensing Agency, can be found at our website: www.elsevier.com/permissions.
This book and the individual contributions contained in it are protected under copyright by the Publisher (other than as may be noted herein).
ISBN: 978-0-7295-4325-5
Notice
Practitioners and researchers must always rely on their own experience and knowledge in evaluating and using any information, methods, compounds or experiments described herein. Because of rapid advances in the medical sciences, in particular, independent verifi cation of diagnoses and drug dosages should be made. To the fullest extent of the law, no responsibility is assumed by Elsevier, authors, editors or contributors for any injury and/or damage to persons or property as a ma er of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions, or ideas contained in the material herein.
National Library of Australia Cataloguing-in-Publication Data
Content Strategist: Melinda McEvoy
Content Project Manager: Fariha Nadeem
Copy edited by Margaret Trudgeon
Proofread by Sarah Newton-John
Cover by George e Hall
Index by Innodata Indexing
Typeset by GW Tech India
Printed in China by RR Donnelley
Last digit is the print number: 9 8 7 6 5 4 3 2 1
