Effective Communication in Healthcare - Western Sydney University

This report delves into the complexities of communication within the healthcare sector, particularly in public health. It emphasizes the importance of clear and effective communication to avoid potentially dangerous misinterpretations. The report covers communication theory, including the sender-receiver model and the impact of noise, and explores different communication styles, highlighting the value of confident and assertive communication. It also underscores the critical role of empathy in building strong therapeutic relationships with patients and the public, enhancing trust and understanding. Furthermore, the report discusses the significance of interview skills in gathering information and fostering dialogue, as well as the importance of managing motivation in a demanding healthcare environment. The conclusion reflects on the impact of technology on healthcare communication and reiterates the key learnings about the nuances of communication in healthcare settings.

A
COMMUNICATION IN
HEALTHCARE

Contents
My website Link.....................................................................................................................................1
Introduction...........................................................................................................................................1
Communication Theory.........................................................................................................................2
Types and Styles of Communication.....................................................................................................2
The role of empathy in communication.................................................................................................3
Building therapeutic relationships and interview skills.........................................................................3
Managing Motivation............................................................................................................................4
Conclusion.............................................................................................................................................4
References.............................................................................................................................................5
My website Link
http://19043571.cloudaccess.host/
Introduction
While the foundation of humans is built upon our ability to communication, so one would
associate communication with something that is easy and not a dedicated branch of work.
However, in reality, things are quite the opposite. The nature of communication is quite
complex and it changes dramatically given the nature of work and the industry and the field
where it’s being used. The nature of communication in healthcare is therefore complex,
especially even more when it comes to being in the field of Public Healthcare. Moreover, in
my area of work, there could not be a scope of any kind of miscommunication. This is
because a miscommunication could be disastrous and extremely dangerous to an individual or
a group of people. As a result, a public healthcare communication expert needs to have an in-
depth knowledge and understanding of how communication should be used to send across the
right message, one which is least altered and understood the best. It would enable the expert
to have a more meaningful and personal relationship with the patients and the public at large.
The communication would allow the expert to breakdown complex information into
something that the patients and public could relate to and at the same time be empathetic to
them so that they connect and respond better. Communication would be the foundation of this
field and it would promote trust and openness. With a better communication, the clinical
conversations would be more accurate and thus so would be the messages.

Communication Theory
Communication theory is a concept which is based on the sender, receiver, channel and noise.
The sender in this case is the healthcare practitioner (such as a surgeon) who encodes the
message in a format which could be understood by the receiver (patient). This message would
be sent through a ‘channel’ which could either be face-to-face, an email, a phone call or even
a letter. The receiver decodes and understands the message (Turturean, 2016). The noise
could hamper the quality of message transmission or the ability to decode it well.
The communication can include both non-verbal messages such as facial expressions, body
language and verbal messages such as voice modulation, intonation etc. Also, a noise which
could restrict the sending and receiving of message. In this case a noise could be a language
barrier, or age difference or even digital interference. As a result, the sender should confirm
with the receiver that their questions were well understood (Prenger, 2016). The healthcare
practitioner employs this particular practice in reality to eliminate any misunderstanding with
the patient. This results in both the patient and the healthcare practitioner understanding each
other’s expectations better. This increases the satisfaction of the patients and the public given
that the message has been understood.
Types and Styles of Communication
There are majorly three types of communication styles. The aggressive, the passive and the
confident style. Communication style may differ from person to person and it could be
arising out of a multitude of factors such as life experiences, culture and family. The
aggressive style is associated with being loud, sarcastic or insulting (Prenger, 2016).
However, this kind of communication style isn’t well accepted and can often result in barrier
to communication. The next style is the passive style of communication wherein the
communications are apprehensive in their delivery and also are easily persuaded. This
communication style is associated with it being soft, slow and vague. The next and the best
communication style is the confident style of communication. This style of communication is
associated with it being considerate, confident, clear and assertive (Turturean, 2016). Their
speech volume is average, the speed and delivery of the pitch is also assertive and moderate.
It is important to understand the different styles of communication because of my major
being communication in public healthcare. This will help me adapt my communication to the

one which is most favourable and something that is widely accepted. Thus, the public and the
patients would be more receptive as well as committed in responding back.
The role of empathy in communication
Empathy is an important attribute of human and something that is ingrained in us since our
birth. It is nothing but the capacity to understand as well as feel what the other person or
group is experiencing from their reference. It is the capacity at which one person can place to
the other’s position in order to understand their concerns. Health practitioners must have a
capacity of being empathetic because this would allow it to connect to the patients and the
group better (Valente, 2016). As a student majoring in communication in public healthcare, it
is important for me to understand the concept of empathy. Being empathy is positively seen
and is also linked with good behavioural and communication skills. My work would concern
primarily with communication and healthcare and therefore it is important to have an
empathy towards patient and the general public to be able to connect better and communicate
with them in a more meaningful way. I should be able to understand what the patients and the
public are feeling to be able to develop a successful relationship with them and to also have
them to trust me and understand me.
Building therapeutic relationships and interview skills
A public healthcare communication expert must employee techniques to foster a therapeutic
relationship with their patients and the public. A fully functional relationship is often
characterised by respect, collaboration, trust, tolerance and understanding. It allows for the
patients and the public to enhance their level of participation to better achieve their healthcare
goals. Understanding these concepts would allow me to practice in a patient centric fashion.
It would allow me to understand priorities and needs of the patients better. On the other hand,
interviews initiate a dialogue between the patient or the public and the healthcare expert to
understand the problems and issues of the patients (Zoller, 2005). As a public healthcare
communication expert, I can make use of the interviewing skills in initiating a better dialogue
between me and the public while using both non-verbal and verbal communication skills. It is
important to dress professionally and be relaxed while speaking. During the interview, it is
important to make use of other communication skills such as speaking in slow and clear
voice, trying to understand the other party better, making a comfortable and relaxing
environment as well as allowing the patient to respond in their own pace and time.

Managing Motivation
Managing motivation is at the core of my work in my public communication area. This is
because the work at one point is going to be challenging, tedious and stressful as well. Given
that, there are other personal and professional responsibilities to manage and the seriousness
of the job would be too much to bear at a given point. As a result, I would need a lot of
motivation to balance my work and life and to be focused on my work. Beyond this,
motivation would also help me progressing towards my goal better and to go that extra mile
that helps the public at large. Self-motivated healthcare experts are also more capable at
addressing the needs of the patients and the public, especially when the situation is complex
and requires lot of persistence and creativity (Miller, 2004). Motivation will come for a
combination of smart and hard work. It is this combination that would help me in achieving
my objectives, helping and understanding my patients and thereby earning reputation and
name in the field. Not to mention that, I also need to be a team player and be respectful
towards my peers. As a result of all these activities, it’s by-product would itself be the
motivation.
Conclusion
Throughout the development of the ePortfolio, I have understood quite a bit about
communication and especially how it relates to my chosen area. While researching on this
topic, I have also been exposed to the role of technology in healthcare communication (Eden
& Bloor, 2010). Also, modern technologies such as social media, instant messaging and the
hyper connectivity of various healthcare systems, it has become far easier to communicate
with the patient yet it has become even more challenging for the expert. This ePortfolio has
also taught me various values and skills that I would need to exhibit in my practice as well as
in my personal life. I am now more aware about this respective area and I have a better
understanding of how I should be using communication techniques with my patients and the
public at large. The three most important things that I have learnt with this is that
communication in healthcare is not as simple as it may seem. This is primarily because of the
fact that slight changes in meanings, words, tools and methodologies of delivering the
message could potentially be disastrous and how easy it is for this to happen. I have also
understood the sender, channel and receiver theory and I am already visualising my future
communications with that theory. Lastly, I have also learnt that I need to be empathetic
towards my patients and that it is extremely important for them to connect with me and this
plays an important role in my area of work.

References
Eden, D., & Bloor, J. (2010). Communication Intelligence: Optimising healthcare
communication in a digital age. Journal Of Communication In Healthcare, 3(2), 113-
123. doi: 10.1179/175380710x12813488575808
Eden, D., & Bloor, J. (2010). Communication Intelligence: Optimising healthcare
communication in a digital age. Journal Of Communication In Healthcare, 3(2), 113-
123. doi: 10.1179/175380710x12813488575808
Miller, G. (2004). PRACTITIONER APPLICATION: The Demography, Career Pattern, and
Motivation of Locum Tenens Physicians in the United States. Journal Of Healthcare
Management, 49(6), 375-376. doi: 10.1097/00115514-200411000-00006
Prenger, E. (2016). Communication Case Studies for Health Care Professionals: An Applied
Approach, by Pagano, M. Health Communication, 32(4), 520-522. doi:
10.1080/10410236.2016.1168005
Turturean, M. (2016). Assertive Communication at Work. Communication Styles in the
Classroom. SSRN Electronic Journal. doi: 10.2139/ssrn.2829874
Valente, F. (2016). Empathy and Communication: A Model of Empathy
Development. Journal Of New Media And Mass Communication, 3(1), 1-24. doi:
10.18488/journal.91/2016.3.1/91.1.1.24
Zoller, H. (2005). Health Activism: Communication Theory and Action for Social
Change. Communication Theory, 15(4), 341-364. doi: 10.1093/ct/15.4.341