Communication
Core Interpersonal Skills for Healthcare Professionals
- 5th Edition - July 22, 2024
- Imprint: Elsevier
- Author: Gjyn O'Toole
- Language: English
- Paperback ISBN:9 7 8 - 0 - 7 2 9 5 - 4 4 6 9 - 6
- eBook ISBN:9 7 8 - 0 - 7 2 9 5 - 9 8 4 3 - 9
Essential guide to better communication in practice Communication is a core skill for all healthcare professionals, regardless of their specific discipline. The fifth edition of… Read more
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Communication is a core skill for all healthcare professionals, regardless of their specific discipline. The fifth edition of Communication: Core Interpersonal Skills for Healthcare Professionals provides a comprehensive introduction that will be invaluable for students undertaking any training program in health.
The book guides students toward an understanding of all the basic communication techniques and skills they will need in practice. They will learn to develop self-awareness about the impact their words and actions might have on others, use a person-centred model to reconstruct their communication style and approach, and then apply their new knowledge and skills to real-life scenarios.
Easy to read and logically ordered over four sections, this book will guide students towards developing lifelong communication skills that will ultimately enable optimal person-centred care, successful therapeutic relationships and positive patient outcomes.
A focus on person-centred care and culturally responsive communication
Assists students to reflect on their personal communication style and habits, then learn and practise strategies and skills to enhance future communication in practice
Builds confidence in communication through activities, scenarios and case studies
Explores communication with Indigenous peoples to improve healthcare outcomes
Includes digital communication – overviews and tips on navigating professional and personal electronic media
Scenarios, case studies, individual and group activities, role-plays and end-of-chapter questions support learning
Straightforward language makes learning accessible for students in all health disciplines
Student and instructor resources, including a quiz, semester planner and a tutorial guide contribute to engaging students
New to this edition
New chapter on the requirements of communication within multidisciplinary or interprofessional teams
Fully updated to reflect the latest research
Updated references throughout the text to reflect current discussion and requirements of communication in healthcare
Instructor resources on Evolve:
PowerPoint slides
Semester planner
Tutorial activities
Testbank (MCQs)
Image collection
Student and Instructor resources on Evolve:
- Answers to end-of-chapter review questions
- Student quiz (MCQ + T/F)
*This text is supported by Stories in Health Communication, 1st Edition, a collection of 12 short videos demonstrating effective and ineffective scenarios of communication.
- Cover image
- Title page
- Table of Contents
- Copyright
- How to use this book
- Reviewers
- Preface
- Acknowledgements
- List of Illustrations
- List of Tables
- 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 impacting effective communication
- Chapter summary
- References
- 2. The overarching goal of communication for healthcare professionals: Person-centred Care
- An international world health organization classification demonstrating the importance of effective communication
- A model to guide the overall purpose of communication for healthcare professions
- Mutual understanding
- A therapeutic relationship
- Person/family-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
- Review questions
- 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
- Review questions
- 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
- Review questions
- References
- Section 2. Achieving effective communication by developing awareness within the healthcare professional
- 6. Awareness of and the need for reflective practice in healthcare communication
- The “what” of reflection: A definition
- The “why” of reflection: Reasons for reflecting
- Understanding personal responses
- 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
- Review questions
- 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
- Personal unconscious needs
- 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
- Review questions
- 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
- Review questions
- References
- 9. Awareness of the whole “person/s” for healthcare communication
- Who is the person/s?
- Relevant information about the person/s
- Defining the whole “person”
- Chapter summary
- Review questions
- 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
- Review questions
- 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
- Review questions
- References
- 12. Awareness of the effects of different environments upon healthcare communication
- The physical environment
- The emotional environment
- The cultural environment
- Environments affecting sexuality
- The social environment
- The spiritual environment
- Chapter summary
- Review questions
- References
- Section 3. Managing realities of communication as a healthcare professional
- 13. Holistic communication contributing to holistic healthcare
- Holistic communication
- An essential criterion in holistic communication: Respect
- Another essential criterion in holistic communication: Empathy
- The use of touch with or without empathy
- Holistic care
- Chapter summary
- Review questions
- References
- 14. Effective interprofessional communication within multidisciplinary teams
- Realities of multidisciplinary communication
- The benefits of multidisciplinary communication and thus collaborative care
- Requirements of multidisciplinary communication or teamwork
- Challenges of multidisciplinary communication, collaboration and care
- Electronic records: points to remember
- Overcoming challenges relating to multidisciplinary communication, collaboration and care
- Chapter summary
- Review questions
- References
- 15. Managing conflict when communicating as a healthcare professional
- Conflict during communication
- Resolving negative attitudes and emotions towards another
- Patterns of relating during conflict
- Bullying
- Communicating assertively
- Chapter summary
- Review questions
- References
- 16. Culturally responsive communication to accommodate cultural diversity in healthcare
- Introduction
- Defining culture
- Cultural identity affecting culturally responsive communication
- Defining culturally responsive communication
- Why consider cultural differences?
- A model of culturally responsive communication
- Managing personal cultural assumptions and expectations
- Strategies for achieving culturally responsive communication
- Using an interpreter
- The culture of each healthcare profession
- The culture of disease or ill-health
- Chapter summary
- Review questions
- References
- 17. Healthcare professionals communicating with indigenous peoples
- 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
- Barriers to culturally responsive and effective communication
- Chapter summary
- Review questions
- References
- Further reading
- Websites and organisations
- 18. Misunderstandings and communication for the healthcare professional
- Communication that produces misunderstandings
- Factors affecting mutual understanding
- Causes of misunderstandings
- Relevance of context to determine the content of the message and meaning
- Expectations of styles of communication
- Expectations of the event or procedure
- Expectations governed by cultural norms
- Strategies to avoid misunderstandings
- Resolving misunderstandings
- Chapter summary
- Review questions
- References
- 19. Ethical communication in healthcare
- Respect regardless of differences
- Honesty
- Clarification of expectations
- Consent
- Informed consent
- Confidentiality
- Boundaries
- Ethical codes of behaviour and conduct
- Chapter summary
- Review questions
- References
- Further reading
- Useful websites
- 20. Remote or long-distance healthcare communication: 1 The typically unseen healthcare professional
- Characteristics of remote forms of communication for the health professional
- Principles governing professional remote communication
- Electronic records
- Telephones
- Using video/teleconferencing or skype/zoom/teams for professional development and meetings
- The internet
- Chapter summary
- Review questions
- References
- 21. Telehealth or telecommunication: 2 The seen but not-in-the-room healthcare professional
- The positive outcomes from using telecommunication
- Challenges relating to using telecommunication
- Devices, trained personnel and secure internet connection
- Requirements for effective communication
- Chapter summary
- Review questions
- References
- Websites for guidelines and/or policies
- 22. 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
- Review questions
- References
- 23. 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
- Review questions
- References
- Useful websites relating to policies for use of social media
- 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
- Alternative session outline – small-group discussions
- 24. 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 experiencing severe, overwhelming and consistent anxiety
- 6. Person/s reluctant to engage or be involved in communication or intervention
- 25. Person/s in particular stages of life
- A child
- An adolescent
- A young adult
- An older adult
- A person who is older and ageing
- 26. 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 fulfilling the role of sibling
- 6. A person fulfilling the role of a grandparent
- 7. Person/s fulfilling the role of a student
- 8. Groups in the healthcare professions
- References
- 27. 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
- 7. Person/s experiencing a stroke
- 8. Person/s experiencing a hearing impairment
- 9. Person/s experiencing a visual impairment
- References
- 28. Person/s in particular contexts
- 1. A Person/s who experiences an emergency
- 2. A Person/s living in a residential aged care facility
- 3. A Person/s who experiences domestic abuse
- 4. A Person/s who is homeless
- 5. A Person/s who speaks a different language to the healthcare professional
- Glossary
- Index
- Edition: 5
- Published: July 22, 2024
- Imprint: Elsevier
- Language: English
- Paperback ISBN: 9780729544696
- eBook ISBN: 9780729598439
GO
Gjyn O'Toole
Gjyn retired from academia in 2020.
Affiliations and expertise
Senior Lecturer Occupational Therapy (retired), The University of Newcastle, Newcastle, New South Wales, Australia