1. Explain the importance of communication in a health care setting. How important is effective communication in good patient care(good customer service)? Reflect on a time when you experienced good/bad care or service and what the role of communication was in that.
2. How many types of communication are there? List and summarize each. What percentage of communication does each account for?
3. Discuss/explain the impact of differing cultures on effective communication in a health care setting. Between staff and patients as well as staff and staff?
4. What are the benefits of improving the effectiveness of personal communication? Explain how one may go about such an improvement.
5. What are the 4 types of interpersonal communication? Summarize each and comment on how well you feel you do with each. Describe how various characteristics of the speaking voice impact interpersonal communication and why voice is important.
6. What are the types of body language? Summarize each and why they are important in communication. What is the benefit of understanding body language?
7. What role does listening play in communication? What does being an effective listener mean? What are the benefits of being an effective listener. What areways to improve listening skills. What will you do to become a more effective listener? Can you think of a reason why someone may be a bad listener?
8. Are there ever unhappy people in a health care setting? Give an example. Identify/explain what conflict resolution skills are. What are the barriers to effective communication that may lead to unhappy people?
9. What are some methods of response to an angry patient/family member who becomes verbally abusive ? How can you end a discussion with an overly talkative patient/family member without offending them?
10. Identify/list words to use and words to avoid in communication with patients/customers. List at least 5 of each. Explain why someone would choose to use them or not use them?