(Ebook PDF) Communication Core Interpersonal Skills for Healthcare Professionals 4th Edition by Gjyn O Toole ISBN 9780729587747 0729587746 full chapters

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