Therapeutic Communications

Therapeutic Communications : 

10/18/2008 Therapeutic Communications EMS Professions Temple College

Topics : 

10/18/2008 Topics What is Communication? Factors Affecting the Paramedic Interview Developing the Patient/Paramedic Relationship Nonverbal Communication Skills Listening and Feedback Techniques Difficult Communication Situations

What is Communication? : 

10/18/2008 What is Communication? Define How do we communicate in our everyday lives? Factors Leading to Communication failures

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship Building Trust & Rapport First Impressions are CRITICAL!!! Address the Patient Professionally & Appropriately Use voice tone & inflection to demonstrate concern, confidence and reassurance Explain your actions and concerns to the patient using words he/she understands Choose the style of communication most appropriate for the situation

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship Building Trust & Rapport Address the Patient Professionally & Appropriately What is your (the paramedic) name? Who are you? Establish eye contact “And your name sir? “Hi Sweetie. My name is Joe Bob and I’m here to help” “Sir, stop giving me sh___ and just listen” “Sir, What was your name again?” Be nice, polite and respectful EVEN to those who you feel don’t deserve it

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship Building Trust & Rapport Use voice tone & inflection to demonstrate concern, confidence and reassurance Calm and moderate volume level at a moderate pace Demonstrate concern and compassion Watch your non-verbal communication signals “Hey partner. I forgot. What’s that drug we should give to someone having a heart attack”? “Well son, you deserve to get shot if you go around holding up banks.” “Ma'am. If you don’t want to go to the hospital let me know so that I can go back to bed”

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship “Oh it’s just a homeless guy, not a real patient”

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship Building Trust & Rapport Explain your actions and concerns to the patient using words he/she understands Be honest Explain, in simple words, why you are doing something Warn before causing pain Let the patient know what to expect

The Patient & Paramedic Relationship : 

10/18/2008 The Patient & Paramedic Relationship Building Trust & Rapport Choose the style of communication most appropriate for the situation A calm, concerned voice generally works for most cases May need to switch to more authoritative tone and expressions

Non-Verbal Communication Techniques : 

10/18/2008 Non-Verbal Communication Techniques Position & Location Patient Expressions & Actions

Non-Verbal Communication Techniques : 

10/18/2008 Non-Verbal Communication Techniques Position & Location Interpersonal Zones(*) comfortable distance defined by the patient enter “personal space” with caution varying eye levels stance of the paramedic compassionate touch if appropriate Location Sitting on patient’s bed

Non-Verbal Communication Techniques : 

10/18/2008 Non-Verbal Communication Techniques Patient Expressions & Actions Patient relocates himself/herself Expressions of fear, anxiety, pain, anger Difficulty with speaking or attentiveness Obviously abnormal mood such as depression, sadness, or apathy

Listening & Feedback Techniques : 

10/18/2008 Listening & Feedback Techniques Tips Silence Reflection Facilitation Empathy Clarification Confrontation Interpretation Explanation Summarization

Difficult Communication Situations : 

10/18/2008 Difficult Communication Situations Group Discussion: For each group, identify ways to enhance communication Children (1) Elderly (2) Sensory Impairments (3) Language Barriers (1) Cultural Considerations (2) Uncooperative Patients (3)