Module 6: Communication Participant Outline

I. DEFINITION/OVERVIEW A. Effective communication B. Role of communication 1. Establish goals of care 2. Discuss barriers to care 3. Facilitate interaction within the interdisciplinary team

II. BARRIERS TO COMMUNICATION

III. MYTHS/REALITIES OF COMMUNICATION

IV. THE COMMUNICATION PROCESS A. Patient/family expectations B. Team expectations C. Recognize individuality D. Initiate family meetings E. Palliative care planning F. Verbal and non-verbal communication G. Cultural considerations H. Listening/silence I. Presence J. Guidelines for encouraging free conversation

V. COMMUNICATION TECHNIQUES A. Build trust B. Acknowledge emotions C. Check/verify what was said/was heard & understood D. Expect conflict E. Summarize what was understood F. Support patient/family

VI. INTERDISCIPLINARY TEAM/FAMILY MEMBERS A. Healthcare professionals influence communication outcomes B. Family meetings to enhance communication C. Timing for conversation D. Team communication E. Resolving conflict

VII. SUMMARY