1. Defining communication for health professionals
CHAPTER OBJECTIVES
• Explain why it is essential to learn about effective communication
• Define effective communication
• Understand the importance of effective communication
• Identify factors contributing to effective communication
• Understand the importance of the ‘audience’ when communicating.
Why learn how to communicate? – Everyone can communicate!
Communication occurs constantly throughout the world and most individuals participate in acts of communication every day regardless of their nationality, age or interests. Most people would agree that communication is unavoidable and usually essential for satisfactory daily life. Every person communicates, even those who are unable to produce speech. If everyone communicates in daily life, however, then you may think it unnecessary to learn how to communicate in healthcare settings, because everyone can communicate already. While it is true that almost everyone communicates, in most healthcare settings there are specific required characteristics of communication and particular situations that test the communication skills of any communicator. Effective communication in a healthcare setting requires particular understanding of others and oneself, as well as highly-developed communication skills. Individuals do not usually acquire such awareness or skill in daily life and thus it is beneficial to learn about communication if preparing to be an effective health professional. Higgs et al (2005) indicate that effective communication is an essential core skill that ensures positive outcomes for individuals seeking the assistance of any health professional. If effective communication skills are vital for successful practice in the health professions, it is crucial to understand both communication and effective communication.
Defining communication
Many dictionaries indicate that communication involves the sending and receiving of messages. They state that communication can take place through auditory/verbal, visual and non-verbal forms. This understanding of communication suggests that the act of communicating resembles a game of tennis. In the same way that tennis players hit a ball to each other, communicators send and receive a message. A message is sent and the receiver responds by returning a message. Initially this metaphor seems appropriate, but tennis players only connect with the ball; they normally do not connect with each other. As communication requires a connection between two or more people, there appear to be limitations if comparing tennis and communication.
REFLECTION
• When considering the health professions, what are the similarities and differences between tennis and communication?
• Does communicating in the health professions require more than voice, ears and eyes? If so, what does it require?
Effective communication involves more than sending and receiving words through producing and receiving sound. Effective communication occurs in many forms including vocalising without words (e.g. laughing or crying), non-verbal cues (e.g. eye contact, facial expressions, gestures and signing) and material forms (e.g. pictures, photographs, picture symbols, logos and written words) (Crystal 2007).
Effective communication requires mutual understanding
Each communicative act or interaction is unique, with unique requirements and constraints. These requirements and constraints influence the effectiveness of the interaction within the particular context at the time. The combination of these factors along with ongoing negotiation determines whether the outcome is one of mutual understanding. Successfully negotiating mutual understanding will encourage those communicating to trust their ability to communicate effectively (Stein-Parbury 2006) and thus they will continue to communicate. Every communication act requires all communicators to be actively involved, to connect with and understand each other, and to understand the factors affecting the communication act (Brill & Levine 2005). Effective communication requires the communicating parties to have some basic knowledge about each other and their individual goals when communicating (Devito 2007).
Without a sharing of meaning, communication is ineffective. Therefore, the sending and receiving of a message achieves nothing unless there is mutual understanding. The specific purpose of communication among health professionals (see Chs 3& 4) is to share information and fulfil needs. If mutual understanding is not negotiated through words and non-verbal messages (Gietzelt & Jones 2002), there is no appropriate information to guide an intervention and potentially limited fulfilment of needs. For example, if there is no connection and mutual understanding when there is a need for a toilet or something in which to vomit, the results can be messy and, more importantly, time-consuming.
Factors contributing to effective communication
Effective communication requires two or more people to have a topic of mutual interest, a mutual desire, intent or need to communicate about the topic, the opportunity to communicate and the means of communicating. If there is no common language or way of communicating there will be no mutual understanding and thus no effective communication (Nunan 2007).
Mutual understanding is essential for effective communication. However, many underlying factors influence the comprehension of a message. These factors may either facilitate or restrict communication.
REFLECTION
• Consider the different meanings of the following words: file, stand, form, compress, bracing, and ‘a simple case’.
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