Communication

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Course Objectives
  • Explain the role of effective communication in patient care and laboratory quality.
  • Differentiate between verbal, nonverbal, written, visual, and intrapersonal communication.
  • Recognize common communication barriers and identify strategies to overcome them.
  • Demonstrate active listening techniques that improve patient interactions.
  • Apply professional soft skills that build trust, reduce patient anxiety, and support positive healthcare experiences.
  • Describe how effective communication contributes to patient safety, specimen quality, and successful phlebotomy procedures.
Course Content
Course Creator: Nichelle Volker RMA
Total CE Hours: 1 Credit Hour 
Pace Course #: 586-2111-24 Until 9/30/2026 -- 586-2709-26 until 9/30/2028

 
Key Terms: 
  • Communication
  • Active Listening
  • Empathy
  • Compassion
  • Rapport:
  • Health Literacy
  • Halo Effect
  • Selective Perception
  • Anxiety


 
Outline:
 
  • Introduction
  • Key terms
  • What is communication?
    • Why is it important
  •  Types of communication
  • Communication in healthcare
    • Nonverbal communication
      • Examples of nonverbal communication
    •  Scenario
    •  Verbal communication
      • Examples of verbal communication
        • The importance of verbal communication
    •  Scenario
    •  Written communication
    •  Visual communication
    •  Compassion
    •  Patient education
    •  Building professional connections
    •  Intrapersonal communication
  •  Communication Barriers
    • Common Communication barriers 
      • Physical and environmental
        •  Overcoming Physical and environmental barriers
    •  Scenario
    •  Physiological Barriers 
      • Overcoming physiological barriers
    •  Scenario
    •  Language barriers
      • Overcoming language barriers 
    • Scenario
    •  Personal barriers
      • Overcoming personal barriers
    •  Scenario
    •  Emotional barriers 
      • Overcoming emotional barriers
    • Scenario
    •  Socio-psychological barriers
      • Overcoming socio-psychological barriers
    •  Scenario
    •  Cultural barriers 
      • Overcoming cultural barriers
    •  Scenario
  • Listening Skills
    • Listening types commonly used in healthcare 
      • Active listening
        • Scenario
      •  Empathetic listening
        • Scenario
      •  Effective listening
        • Scenario
  • Information exchange process
    • The process
      • Sent information
      •  Received Information
      •  Processed Information
      •  Understood Information
  • Communication Misconceptions
    • Types of misconceptions
      •  Asking relevant questions 
      • Responding to patient questions
      •  Asking relevant questions
  •  Soft skills
  • Communication
    •  Teamwork
    •  Problem solving
    •  Adaptability
    •  Time Management
    •  Leadership
    •  Emotional Intelligence
    •  Conclusion

 
References:
 
  1. Merriam-Webster. (n.d.). Communication. In Merriam-Webster.com dictionary. https://www.merriam-webster.com/dictionary/communication
  2. James, C. (2024, February 12). The 4 types of communication: Definitions and examples. CJM Training. https://colinjamesmethod.com/the-4-types-of-communication/
  3. Explore Psychology. (2024, March 11). Verbal communication: Understanding the power of words. https://www.explorepsychology.com/verbal-communication/
  4. Mozafaripour, S. (2023, December 20). The importance of effective communication in nursing. University of St. Augustine for Health Sciences. https://www.usa.edu/blog/communication-in-nursing/
  5. Greater Good Science Center. (n.d.). What is compassion? University of California, Berkeley. https://greatergood.berkeley.edu/topic/compassion/definition
  6. Solomon, H. (2022, May 16). Four types of visual communication. Blue Sky Graphics. https://blueskygraphics.co.uk/four-types-of-visual-communication/
  7. Hamptons College. (2023, June 2). What is intrapersonal communication? Types, examples, and advantages. https://hamptonscollege.ca/what-is-intrapersonal-communication-types-examples-advantages/
  8. University of Nairobi. (n.d.). Barriers of communication. https://agrieconomics.uonbi.ac.ke/sites/default/files/cavs/agriculture/agriecon/barriers%20of%20communication%202.pdf
  9. F. Learning Studio. (2026, Mar 12). 8 types of communication barriers in healthcare. https://flearningstudio.com/communication-barriers-in-healthcare/
  10. Roy, S. (2023, August 7). Emotional barriers to communication: Meaning, examples, and how to overcome emotional barriers. Harappa. https://harappa.education/harappa-diaries/emotional-barrier-to-communication/
  11. Mokhber, M., et al. (2020). Sociocognitive relationships for innovation under institutional constraints. Journal of Applied Behavioral Science. https://doi.org/10.1177/1056492620946395
  12. County Health Rankings & Roadmaps. (n.d.). Cultural competence training for health care professionals. https://www.countyhealthrankings.org/strategies-and-solutions/what-works-for-health/strategies/cultural-competence-training-for-health-care-professionals
  13. Quality Interactions. (2024, March 18). Cultural barriers of communication in healthcare. https://www.qualityinteractions.com/blog/cultural-barriers-of-communication-in-healthcare
  14. Center for Creative Leadership. (2024, March 8). What is active listening? https://www.ccl.org/articles/leading-effectively-articles/coaching-others-use-active-listening-skills/
  15. American Medical Association. (2016, August 31). Empathetic listening. AMA Ed Hub. https://edhub.ama-assn.org/steps-forward/module/2702561
  16. Revolution Learning and Development Ltd. (2023, July 25). What is effective listening? https://www.revolutionlearning.co.uk/article/what-is-effective-listening/
  17. British Heart Foundation. (2023, December 6). 10 tips for active listening. https://www.bhf.org.uk/informationsupport/heart-matters-magazine/wellbeing/how-to-talk-about-health-problems/active-listening
  18. National Healthcare Certification Organization. (2022). A fundamental guide to phlebotomy.
  19. Sanchez, N. (n.d.). Communication process. New Jersey Institute of Technology. https://web.njit.edu/~lipuma/352comproc/comproc.htm
  20. Yearwood, D. (2018, May 1). 11 dangerous misconceptions about communications. CommStorm. https://commstorm.com/11-dangerous-misconceptions-about-communications/
  21. LinkedIn. (n.d.). What are common communication misconceptions? https://www.linkedin.com/advice/1/what-common-communication-misconceptions-communication-advice-xivgf
  22. Kaplan, Z. (2023, June 23). What are soft skills? Definition and examples. Forage. https://www.theforage.com/blog/basics/what-are-soft-skills-definition-and-examples
  23. Case Western Reserve University. (2024, January 2). Why are soft skills in healthcare important? https://onlineprograms.case.edu/mba/blog/why-soft-skills-are-important-in-healthcare/
  24. Merriam-Webster. (n.d.). Teamwork. In Merriam-Webster.com dictionary. https://www.merriam-webster.com/dictionary/teamwork
  25. U.S. Department of Labor, Office of Disability Employment Policy. (n.d.). Teamwork. https://www.dol.gov/sites/dolgov/files/odep/topics/youth/softskills/teamwork.pdf
  26. Merriam-Webster. (n.d.). Problem-solving. In Merriam-Webster.com dictionary. https://www.merriam-webster.com/dictionary/problem-solving
  27. AlliedRx Institute of Healthcare. (n.d.). Mastering the art of phlebotomy: Top 10 soft skills for success. https://www.alliedrxtraining.com/blog/mastering-the-art-of-phlebotomy-top-10-soft-skills-for-success
  28. Merriam-Webster. (n.d.). Adaptable. In Merriam-Webster.com dictionary. https://www.merriam-webster.com/dictionary/adaptable
  29. Lutkevich, B., & Wigmore, I. (2023, February 16). What is time management? TechTarget. https://www.techtarget.com/whatis/definition/time-management
  30. Rozen, M. (2023, December 19). Mastering time management and organizational skills. Dr. Michelle Rozen. https://www.drmichellerozen.com/time-management/7-skills-for-success/
  31. Pandey, N. (2024, March 21). What is leadership? Definition, meaning, and importance. Emeritus. https://emeritus.org/in/learn/what-is-leadership/
  32. Smith, M. (2024, February 5). Improving emotional intelligence (EQ). HelpGuide.org. https://www.helpguide.org/articles/mental-health/emotional-intelligence-eq.htm

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