Analyzing Communication in Healthcare: Overcoming Phobias Effectively

This essay delves into the crucial role of communication in healthcare, specifically focusing on the case of Katherine, who suffers from a phobia of fire. It identifies the interactive model of communication as the most suitable approach, emphasizing the importance of two-way dialogue and feedback. The essay outlines strategies for building rapport with Katherine, such as active listening, validation, and honesty. It also discusses effective communication strategies like empathic listening and client education, highlighting their implementation and potential benefits. Furthermore, the essay addresses potential barriers to effective communication, including language and ethnic differences, and proposes solutions to overcome them. The importance of inter-professional communication, particularly with psychiatrists, is also explored, emphasizing the need for ethical considerations such as client confidentiality. The essay concludes by reiterating the significance of effective communication in ensuring quality care, building trust, and improving client satisfaction in healthcare settings; solved assignments can be found on Desklib.

Running head: COMMUNICATION IN HEALTHCARE 1
Communication in Healthcare
Name
Institution

COMMUNICATION IN HEALTHCARE 2
Communication in Healthcare
Introduction
Quality care depends on an effective communication between the patient and the
practitioner or counselor. Improper communication can lead to inefficient Patient care that may
then delay the healing process. Effective communication, on the other hand, can improve
satisfaction in the healthcare setting and contribute towards improved long-lasting medical
outcomes (Cherry & Jacob, 2016). A counselor or a general practitioner must ensure that they
practice good communication skills to ensure that the client in question perfectly understands the
information provided which may thus affect their future decision-making regarding their
condition. We are provided with a scenario involving Katherine who has a phobia for fire. In this
essay, we will describe the most appropriate model of communication for the client.
Additionally, we discuss how to build a rapport with Katherine and some of the strategies that
would facilitate effective communication and how to implement these strategies. The essay
further talks about barriers to effective communication and how to overcome the barriers.
Appropriate Model of Communication
A model of communication may be described as the process by which information is
channeled from the sender to the receiver through a medium. The most appropriate model of
communication for Katherine scenario would be an interactive model of communication. In
interactive model, communication is considered to be a two-way traffic where both the speaker
and the listener are involved in the communication and feedback is sent or received whether
verbal or non-verbal (McCabe & Timmins, 2013). It is characterized by facial expressions,
accents, gestures, voice quality, and intonation among others. This model is appropriate because

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Katherine’s scenario requires a one-on-one conversation to help her overcome her phobia for
fire.
Before commencing the counseling process, it would be important to build a rapport with
Katherine. As a counselor, it would be important if I could make a positive connection with the
client. Positive connections have numerous benefits that include client experience among others.
There are several ways of building a rapport with a client, some of which we will discuss in the
following paragraphs.
First of all, it would be important to introduce myself to Katherine. An introduction
enables one to declare their role in the healthcare setting thus building a positive counselor-client
relationship. It also gives the client the feeling that you really want them to know you,
understand your role and believe that you intend to care for them (Bramhall, 2014). Secondly, it
is important to listen to the client. Listening is an indication of assessment and understanding.
Listening is an essential skill as it helps the counselor to understand what actually is in the mind
of their client.
Another way of building a rapport is by validating the desires, fears, and concerns of the
client. The ability of a counselor to validate what Katherine says will give her the confidence that
I understand her concerns. Additionally, by validating her feelings, I create possibilities of
learning more about her experience which can help in improving care (Bramhall, 2014). It is
additionally important, to be honest with the client and stay true to my words.
Communication Strategies
An effective counselor-client communication aimed at building trust and a common sense
of responsibility for the care of the client has become increasingly important for the counselors

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in the healthcare setting. Communication that is focused on patient engagement has numerous
benefits that include trust, increased satisfaction from the client, and improved quality of care
(McCabe & Timmins, 2013). Effective communication strategies are therefore important in
ensuring the above benefits are realized. Some of the communication strategies that I can apply
in Katherine’s scenario are as follows.
Empathic Listening
Empathic listening according to several pieces of research is very important in
communication. Through empathy, I will try to put myself in Katherine’s situation. The fact that
her very close friend experienced a fire incident and narrated the whole experience to her has
made her fire-phobic. This strategy will, therefore, help to connect with Katherine at a personal
level and try to understand her situation. Studies reveal that clients who are treated with empathy
participate more in their care thus leading to better outcomes (Davis, 2014). Katherine has had a
difficult encounter with fire that led to her fiancé kicking her out. As a counselor, I can employ
empathy in my interaction with her to diffuse the difficult encounter. Riley (2015) confirms that
around 70% of clients with similar encounters who have treated by empathy have been able to
turn these difficult encounters into success.
The best way to implement this strategy is by actively and openly listening to the client. I
have to avoid tones and voices that may seem threatening and always employ an eye contact
(Davis, 2014). Additionally, it is important that I don’t judge Katherine but accept her for her
situation. Finally, it is imperative that I acknowledge the client’s feelings before I can reflect on
my understanding of the situation.
Educating the Client

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This is another key communication strategy that helps in fostering a two-way
communication between the client and the counselor. As a counselor in charge of counseling
Katherine, I have to explain the situation to her as I understand it in addition to providing her
with all the useful information that can help her understand that her situation can be solved. It is
important to answer all her questions and confirm that she has actually understood all my
information (Casey & Wallis, 2011). This involves assuring her that she will get over her phobia
for fire and that all will be well.
This strategy can be implemented by engaging the client in a discussion regarding
possible solutions to the issue (Bramhall, 2014). One of the possible solutions could include
practicing relaxation techniques in the event of a fire. Several pieces of research have revealed
that focusing inwards and breathe control, instead of focusing on the fearful thoughts of fire can
help in coping with pyro-phobia (Bramhall, 2014). Another possible solution would be advising
Katherine to challenge her irrational thoughts because they are based on fear and not facts.
Another way of implementing this strategy is by allowing the client to contribute towards the
outcome. Finally, it is important that we reach an agreement on how to handle the situation in
case the proposed solutions do not work.
Barriers to Effective communication
A counselor with good communication skills is able to listen to their client, understand
their situation and respond to all their questions in a manner the client can understand.
Communication is sometimes complicated leading to an exchange of incorrect messages. Poor
communication jeopardizes quality care and slows the healing process (Kourkouta &

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Papathanasiou, 2014). There are several barriers to effective communication some of which we
will discuss in the following paragraphs.
The first barrier to effective communication is a language barrier. The inability of a client
or the counselor to understand a particular language can lead to misunderstanding and
misinformation (Riley, 2015). There are certain idioms that may carry a meaning which does not
exist in other languages thus leading to misinformation. Mispronunciation of words may also
lead to the conveyance of the wrong meaning of terms. It is therefore important to learn about
other languages or refer the client to another counselor who speaks the same language as them.
Secondly, ethnic barriers prevent effective communication between the client and the
counselor. Differences in ethnic backgrounds can lead to ineffective communication where
societal expectations differ thus interfering with the quality of care (Ting-Toomey, 2012). For
example, there are gestures and facial expectations that may mean one thing in a particular
culture and a totally different thing in another culture (Taylor, Nicolle & Maguire, 2013). As a
counselor, it is important to learn about different cultures to address this barrier.
It is the ethical responsibility to keep their conversation with a client private and
confidential to establish trust. All the records of the counseling process must be secured is a safe
place with limited access. Additionally, it is important to seek the client’s consent before
implementing any intervention.
Inter-professional Communication
Another health professional that I can communicate to regarding Katherine’s condition is
a psychiatrist. The psychiatrist may employ several techniques to help the client combat her fear
of fire. Some of these techniques may include exposure therapy where the client is shown fires in

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order of increasing sizes. Another technique is relaxation techniques by applying mental tricks
that help the patient to relax (Fortinash & Worret, 2014). Medication such as anti-anxiety
medication may also be recommended but care must be taken because some medications may
carry side effects (Sperry, 2011).
While communicating with the psychiatrist, I will inform him/her about all the details of
Katherine’s condition including her reaction to the presence of a fire and how normally she is
distracted by a stove. Additionally, I would share with the psychiatrist my assessment of
Katherine’s condition and the findings that I have made (Foronda, MacWilliams & McArthur,
2016). I must, however, realize that it is my ethical responsibility to respect her confidentiality
and therefore, any information that she had told me in confidence must never be revealed to
anyone else.
Conclusion
Effective communication between the counselor and the client in the healthcare setting
ensures that a quality care is delivered. Effective communication improves client satisfaction and
builds trust. The counselor must, therefore, practice good communication skills and apply the
most appropriate communication strategies to ensure that the client is satisfied with the services
offered. Some of these strategies are empathic listening and client education. It is, however,
important to note that once in a while, there will be a break down in information due to
communication barriers. The barriers to effective communication include language and ethnic
barriers. The counselor should find an appropriate way of responding to these barriers and
maintaining the ethical standards at the same time.

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References
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Casey, A., & Wallis, A. (2011). Effective communication: principle of nursing practice
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Davis, A. (2014). Core Communication Competencies in.
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healthcare: An integrative review. Nurse education in practice, 19, 36-40.
Fortinash, K. M., & Worret, P. A. H. (2014). Psychiatric Mental Health Nursing-E-Book.
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Kourkouta, L., & Papathanasiou, I. V. (2014). Communication in nursing practice. Materia
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competent and effective therapist. Routledge.

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Taylor, S. P., Nicolle, C., & Maguire, M. (2013). Cross-cultural communication barriers in
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Ting-Toomey, S. (2012). Communicating across cultures. Guilford Press.