Communication is the transmission of information to another person, whether it is verbal or
through body language (nonverbal) - Answer 1. Effective communication is an essential
component of prehospital care.
2. It is necessary to achieve a positive relationship with patients and coworkers.
Verbal communication skills are important for EMTs - Answer 1. Enables you to gather
information from the patient and bystanders
2. Makes it possible for you to coordinate all the responders who are often present at the scene
3. An integral part of transferring the patient's care to the nurses and physicians at the hospital
Documentation - Answer 1. The written or electronically recorded part of the patient's
permanent medical record
2. Demonstrates that appropriate care was delivered
3. Communicates the patient's story to others who may participate in the patient's future care
4. Adequate reporting and accurate records ensure the continuity of patient care.
5. Complete patient records
a. Guarantee proper transfer of responsibility
b. Comply with requirements of health departments and law enforcement agencies
c. Fulfill your organization's administrative needs
6. Drives funding and research for EMS
Computer, radio, and telephone communications - Answer 1. Link you to other members of
the EMS, fire department, and law enforcement communities
2. You must know:
a. What your system can and cannot do
b. How to use the system efficiently and effectively
Therapeutic communication uses various communication techniques and strategies - Answer
1. Both verbal and nonverbal
2. Encourages patients to express how they feel and achieves a positive relationship with
patients
The Shannon-Weaver communication model was developed to assist in the mathematical
theory of communication for Bell Telephone Labs in the late 1940s. The model remains a
,5. Sends feedback to the sender
Age, culture, and personal experience - Answer 1. Influences how a person communicates
2. Body language and eye contact are greatly affected by culture.
a. In some cultures, people are encouraged to express emotion, while others view it as a sign of
weakness.
b. In some cultures, it is impolite to look away while speaking.
3. Tone, pace, and volume of the language
a. Reflect the mood of the person communicating
b. Provide insight into the perceived importance of the message
4. Ethnocentrism: considering your own cultural values more important than those of others
a. People tend to translate messages they receive using their own worldview.
5. Cultural imposition: forcing your values onto others
a.Health care providers may consciously or subconsciously force their cultural values onto their
patients because they believe their values are better
Nonverbal communication - Answer 1. Body language provides more information than words
alone.
a. Even without exchanging any words, you should be able to ascertain the patient's mood.
Facial expressions, body language, and eye contact - Answer 1. Eye contact and body language
are powerful communication tools.
2. Pay attention to body language, both your own and that of your patients.
3. Physical cues will help you and your patient to truly understand the message being sent.
4. When you are treating a potentially hostile patient, understand and be aware of your own
body language. Stay calm and try to defuse the situation:
a. Assess the safety of the scene.
b. Do not assume an aggressive posture.
c. Make good eye contact, but do not stare.
d. Speak calmly, confidently, and slowly.
e. Never threaten the patient, either verbally or physically.
Physical factors - Answer 1. Noise: anything that dampens or obscures the true meaning of a
, 2. Cultural norms often dictate the amount of space, or proximity, between people when
communicating.
a. As a person gets closer, a greater sense of trust must be established.
3. Your gestures, body movements, and attitude toward the patient are critically important in
gaining the trust of both the patient and the family.
Verbal communication Pt. 1 - Answer 1. One of the most fundamental functions of EMTs is to
ask patients questions.
2. Open-ended questions require some level of detail in the response.
a. Use whenever possible
b. Example: "What seems to be bothering you?"
3. Closed-ended questions can be answered in very short responses.
a. The response is sometimes a single word like yes or no.
b. Use if patients cannot provide long answers. Example: "Are you having trouble breathing?"
c. May miss important issues if pertinent questions are not asked
Verbal communication Pt. 2 - Answer 4. You can use many powerful communication tools
when trying to obtain information from patients:
a. Facilitation: encouraging the patient to talk more or provide more information
b. Pause: gives the patient space and time to think and respond
c. Reflection: restating a patient's statement made to you to confirm your understanding
d. Empathy: being sensitive to the patient's feelings and thoughts
e. Clarification: asking the patient to explain what he or she meant by an answer
f. Confrontation: making the patient who is in denial or in a mental state of shock focus on
urgent and life-critical issues
g. Interpretation: restating the patient's complaint to confirm your understanding
h. Explanation: providing factual information to support a conversation
i. Summary: providing the patient with an overview of the conversation and the steps you will
be taking
5. When interviewing a patient, consider the careful use of touch to show caring and
compassion.
a. Touch is a powerful tool.
b. Use it consciously and sparingly.
through body language (nonverbal) - Answer 1. Effective communication is an essential
component of prehospital care.
2. It is necessary to achieve a positive relationship with patients and coworkers.
Verbal communication skills are important for EMTs - Answer 1. Enables you to gather
information from the patient and bystanders
2. Makes it possible for you to coordinate all the responders who are often present at the scene
3. An integral part of transferring the patient's care to the nurses and physicians at the hospital
Documentation - Answer 1. The written or electronically recorded part of the patient's
permanent medical record
2. Demonstrates that appropriate care was delivered
3. Communicates the patient's story to others who may participate in the patient's future care
4. Adequate reporting and accurate records ensure the continuity of patient care.
5. Complete patient records
a. Guarantee proper transfer of responsibility
b. Comply with requirements of health departments and law enforcement agencies
c. Fulfill your organization's administrative needs
6. Drives funding and research for EMS
Computer, radio, and telephone communications - Answer 1. Link you to other members of
the EMS, fire department, and law enforcement communities
2. You must know:
a. What your system can and cannot do
b. How to use the system efficiently and effectively
Therapeutic communication uses various communication techniques and strategies - Answer
1. Both verbal and nonverbal
2. Encourages patients to express how they feel and achieves a positive relationship with
patients
The Shannon-Weaver communication model was developed to assist in the mathematical
theory of communication for Bell Telephone Labs in the late 1940s. The model remains a
,5. Sends feedback to the sender
Age, culture, and personal experience - Answer 1. Influences how a person communicates
2. Body language and eye contact are greatly affected by culture.
a. In some cultures, people are encouraged to express emotion, while others view it as a sign of
weakness.
b. In some cultures, it is impolite to look away while speaking.
3. Tone, pace, and volume of the language
a. Reflect the mood of the person communicating
b. Provide insight into the perceived importance of the message
4. Ethnocentrism: considering your own cultural values more important than those of others
a. People tend to translate messages they receive using their own worldview.
5. Cultural imposition: forcing your values onto others
a.Health care providers may consciously or subconsciously force their cultural values onto their
patients because they believe their values are better
Nonverbal communication - Answer 1. Body language provides more information than words
alone.
a. Even without exchanging any words, you should be able to ascertain the patient's mood.
Facial expressions, body language, and eye contact - Answer 1. Eye contact and body language
are powerful communication tools.
2. Pay attention to body language, both your own and that of your patients.
3. Physical cues will help you and your patient to truly understand the message being sent.
4. When you are treating a potentially hostile patient, understand and be aware of your own
body language. Stay calm and try to defuse the situation:
a. Assess the safety of the scene.
b. Do not assume an aggressive posture.
c. Make good eye contact, but do not stare.
d. Speak calmly, confidently, and slowly.
e. Never threaten the patient, either verbally or physically.
Physical factors - Answer 1. Noise: anything that dampens or obscures the true meaning of a
, 2. Cultural norms often dictate the amount of space, or proximity, between people when
communicating.
a. As a person gets closer, a greater sense of trust must be established.
3. Your gestures, body movements, and attitude toward the patient are critically important in
gaining the trust of both the patient and the family.
Verbal communication Pt. 1 - Answer 1. One of the most fundamental functions of EMTs is to
ask patients questions.
2. Open-ended questions require some level of detail in the response.
a. Use whenever possible
b. Example: "What seems to be bothering you?"
3. Closed-ended questions can be answered in very short responses.
a. The response is sometimes a single word like yes or no.
b. Use if patients cannot provide long answers. Example: "Are you having trouble breathing?"
c. May miss important issues if pertinent questions are not asked
Verbal communication Pt. 2 - Answer 4. You can use many powerful communication tools
when trying to obtain information from patients:
a. Facilitation: encouraging the patient to talk more or provide more information
b. Pause: gives the patient space and time to think and respond
c. Reflection: restating a patient's statement made to you to confirm your understanding
d. Empathy: being sensitive to the patient's feelings and thoughts
e. Clarification: asking the patient to explain what he or she meant by an answer
f. Confrontation: making the patient who is in denial or in a mental state of shock focus on
urgent and life-critical issues
g. Interpretation: restating the patient's complaint to confirm your understanding
h. Explanation: providing factual information to support a conversation
i. Summary: providing the patient with an overview of the conversation and the steps you will
be taking
5. When interviewing a patient, consider the careful use of touch to show caring and
compassion.
a. Touch is a powerful tool.
b. Use it consciously and sparingly.
