Part I: Principles of Communication

Chapter 1: The Communication Process

            Introduction

            Therapeutic Communication  

            A Definition of Communication

            The Five Steps of the Communication Process

Chapter 2: Nonverbal Communication

            Introduction

            Types of Nonverbal Communication

            Proper Nonverbal Communication Skills for the Healthcare Professional

Chapter 3: Verbal Communication

            Introduction

            Definition of Verbal Communication

            The Purposes of Using Clear Language for Effective Verbal Communication with Patients

            Important Practices for Effective Verbal Communication with Patients and Other HCPs

            Developing Skills for Listening and Paraphrasing What the Patient Says

            Providing Empathy and Understanding to the Patient

            Questioning the Patient

            Some Do’s and Don’t’s of Verbal Communication  

Part II: Clinical Communication Skills

Chapter 4: Professional Communication and Behavior

            Introduction

            Essential Interpersonal Skills for the Healthcare Professional

            Effective Therapeutic Communication Skills and Strategies

            Roadblocks to Therapeutic Communication Part I – the Healthcare Professional’s Behavior

            Roadblocks to Therapeutic Communication Part II – the Patient’s Behavior

            Communication with Other Members of the Healthcare Team – Your Colleagues

Communication with Other Members of the Healthcare Team – Your Supervisor

HIPAA – The Health Insurance Portability and Accountability Act – and Patient Privacy

Chapter 5: Interviewing Techniques

            Introduction

            The Interviewee

The Setting

Types of Questions

The HCP-centered Interview vs. the Patient-centered Interview

Interviewing Guidelines

Pinpointing the Chief Complaint or Present Illness

Interviewing Children and Adolescents

Legal Restrictions and Ethical Issues

Chapter 6: Adapting Communication to a Patient’s Ability to Understand

            Introduction

            Health Literacy

            Language Barriers

            Visual Impairment

            Deafness and Hearing Loss

            Advanced Age

            Delirium and Dementia

Chapter 7: Patient Education

            Introduction

            Approach to Patient Education         

            Strategies and Resources for Patient Instruction

Chapter 8: Cultural Sensitivity in Healthcare Communication

            Introduction

            A More Multicultural and Ethnically Diverse Society          

            Disparities in Treatment and Access to Health Care

            Defining Cultural Competence and Some Ideas about It

            Nonverbal Communication in Cross-cultural Contexts

            The National Standards on Culturally and Linguistically Appropriate Services (CLAS)

             Tips for Improving Cross-Cultural Communication between HCP and Patient

            Communicating with Limited-English-Speaking Patients

            The Need for a Medical Interpreter

Part III: Administrative Communication Skills

Chapter 9: Electronic Communication

            Introduction

            Telecommunication

            Facsimile, or Fax

            Email

Chapter 10: Fundamental Writing Skills

Introduction

Parts of Speech

Punctuation

Sentence Errors

Paragraphing Basics

The Basics of Soap Notes