Communication Skills in Interpersonal Relationships: Introduction (03:51)
In the first section of this film, viewers will learn how to communicate effectively and explore their own style. The second section will examine how aging affects expression and how to communicate with someone with a terminal disease or severe impairment. There are three types of communication styles: passive, aggressive, and assertive.
Dealing with Friend of a Patient (03:30)
Watch a health care worker role-play the three communication styles when a friend brings a diabetic patient candy. Passive behavior may threaten your patient's health— aggressive behavior will create a hostile situation. Assertive behavior is best because a health care worker can stand firm without insulting the friend.
Dealing with an Uncooperative Patient (02:25)
Watch a health care worker role-play the three communication styles when a patient refuses to take a bath. The health care worker was only able to achieve her goal through assertive behavior.
Dealing with Family Effectively (03:40)
Watch a health care worker role-play as a family member asking her to purchase ointment and apply it. Passive behavior might endanger the patient and aggressive behavior would offend the family member. With the assertive behavior approach, the health care worker explains it violates the agency's policies and then provides a solution.
Other Communication Skills (03:21)
Use non-verbal communication to emphasize your point. Show you are actively listening to a patient by reflecting on what they said and restating it back to them. Reducing the physical distance between you and the speaker demonstrates interest and involvement.
Listening to Patients (05:52)
A nursing supervisor explains that assertive behavior is best for health care workers. A good health care worker needs to understand when to speak and when to be quiet. She provides tips on how to cope with nosey neighbors and uncooperative patients.
Part Two (04:36)
The natural aging process affects vision, hearing, memory, and the way the brain processes information. Speaking in slowly and in lower tones helps the elderly process information. Patients with dementia will experience additional confusion and disorientation.
Working with Elderly Clients (02:53)
Reduce the glare from windows and tabletops, leave important items in predictable locations, make sure you are easily visible, and keep lighting at a consistent level for vision impaired clients. Tips for helping the hearing impaired patients include speaking slowly at a lower register, reduce background noise, and ensure a patient's hearing aid is functioning properly. Encourage patients with Alzheimer's disease to speak about the past.
Patients with Trauma (03:35)
Recognize patients with a stroke may have no mental deficits. Learn about two common communication disorders: aphasia and dysarthria. A home health aid should never pretend to understand a patient with dysarthria.
Confused Clients (03:19)
Confused clients may grow angry when they forget schedules, become paranoid, isolate themselves from others, or lose the ability to recognize family. Do not become overwhelmed, set realistic goals, do not try to convince the client he or she is wrong, and take opportunities to remind them of the past and future activities. Address family member's concerns to calm and provide strategies to help.
The Terminally Ill (04:37)
Home care workers need to be aware of the emotional needs of the client and his family. A hospice nurse explains how important non-verbal communication is to a dying patient and reminds home health care workers the terminally ill fear pain and abandonment. Harry Horn summarizes the episode.
Credits: Communication Skills In Interpersonal Relationships (00:29)
Credits: Communication Skills In Interpersonal Relationships
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