| A | B |
|---|
| Communication | A cornerstone of healthcare and a core competency for healthcare professionals. |
| Purpose of healthcare communication | To successfully transfer and receive information while supporting excellent care and ethical principles. |
| Effective communication | Communication that includes active listening, responding, validating, and collaborating. |
| Stakeholders in communication | Patients, family members, caregivers, interpreters, and members of the interprofessional team. |
| Verbal communication | Communication using spoken words. |
| Body language | Non-verbal communication through posture, facial expression, gestures, and physical cues. |
| Telephone communication | A method of healthcare communication that still requires clarity, privacy, and professionalism. |
| Email communication | Written electronic communication that must be used appropriately and professionally in healthcare. |
| Active listening | Listening to and observing both verbal and non-verbal cues while being fully present. |
| Listening to understand | Focusing on the patient’s meaning and perspective rather than preparing your response. |
| Responding to a patient | A communication component involving thoughtful replies that acknowledge the patient’s message. |
| Validating a patient’s perspective | Recognizing and affirming the patient’s feelings, concerns, or viewpoint. |
| Demonstrating understanding | Showing the patient that their information and concerns have been heard and understood. |
| Educating | Providing clear information to support patient understanding and decision-making. |
| Collaborating | Working with patients and team members to support care planning and decisions. |
| Coordinating | Organizing communication and actions among people involved in patient care. |
| Shared decision-making | A collaborative process where patients and professionals work together to make informed care decisions. |
| Mutual respect | A foundation of shared decision-making where patient and provider perspectives are treated as valuable. |
| Trust | A foundation of effective communication and shared decision-making between patient and provider. |
| Patient autonomy in shared decision-making | Respecting the patient’s right to participate in decisions about their care. |
| Self-determination | The patient’s ability to make choices about their own care and life. |
| Consider options | A shared decision-making action where patients and providers review possible choices. |
| Negotiate | A shared decision-making action where patients and providers discuss preferences and reach agreement. |
| Commit to care decisions | A shared decision-making action where the patient and provider agree on the care plan. |
| Adaptability in Communication | Tailoring communication to patient's level of health literacy, language, or cultural needs |
