Effective Communication in Health Care

Résumé du livre

Abstract: Making communication more responsive to the needs of an organization by increasing individuals' ability to communicate clearly and concisely is the goal of this hospital supervisor's handbook intended for use at all levels of supervision in the health care setting. Background information related to communicating for change is provided about 1) overcoming resistance to change, 2) the supervisor as change agent, 3) psychological principles of communication, 4) feedback, 5) listening, 6) working participation in management, and 7) principles of effective communication. Guidance is provided for improving supervision through deliberative and active listening, and for increasing employee motivation through improved supervision. The dynamics of supervisory leadership and the supervisor's work group are examined. Forms of nonverbal communication (facial expressions, eye contact, paralanguage, body action, touching, use of space), their use by supervisors and impact on employees are described. Barriers to effective communication are defined and behaviors that increase or decrease workgroup effectiveness are identified. The following aspects of interviewing are examined: stages of the interview, interviewing "do's" and "don'ts", making the interview more effective, and key points in the interviewing process. Chapters contain objectives, questionnaires, review crossword puzzles and answer keys, and suggested references for further reading. Appendices include 1) supervisor's checklists for department head level, intermediate level, and first-line supervisors, 2) a supervision evaluation form, and 3) a programmed chapter review of key points. (aje).