Powerful Communication Techniques

Course Author: Brian Hughes, BCC
This course, More than Listening: Communication Skills, begins by looking at both definitions and theories of communication, in order to better understand the many variables that impact effective communication. Topics include active listening skills, the impact nonverbal communication has on face-to-face interactions, and group communication, its stages, roles, and norms. Emphasis will be on better understanding our own tendencies in communication, as well as understanding how these communication tendencies work for or against us in different situations. Strategies for resolving interpersonal conflict, and techniques for effectively negotiating with patients, families, and staff will be identified. Also addressed will be participation in Family Physician Conferences, and steps to enhance goal clarification and advanced care planning with patients, families, and staff.
Learning Objectives

By the end of this course the learner will be able to:

  • Understand effective listening habits and skills and a systematic method of listening behavior.
  • Define and describe effective verbal communication practices and skills.
  • Define and describe effected non-verbal communication practices and skills.
  • Identify the principles of effective group communication and various roles and norms in a group communication process.
  • Identify conflict resolution strategies and develop a personal, constructive approach to dealing with conflict situations.
  • Understand and describe the concept of negotiation when working with patients, families, and staff.
  • Summarize steps involved in communication to enhance goal clarification.
Course Outline
  1. Introduction to Communication
  2. Communication and Miscommunication Concepts
  3. Understand effective listening habits and skills and a systematic method of listening behavior
  4. Nonverbal Communication
  5. Group Communication
  6. Conflict Resolution & Negotiation
  7. Communication to enhance goal clarification
  8. Summary
  9. References
Number of Continuing Education Hours: 25
Credit towards Board Certification Requirements: 1
Aligns with the following Quality Indicators in What is Quality Spiritual Care in Health Care and How Do You Measure It? (HCCN. 2016).
  • Structural Indicator 1.A. Chaplains as certified or credentialed spiritual care professional(s) are provided proportionate to the size and complexity of the unit served and officially recognized as integrated/embedded members of the clinical staff.
  • Structural Indicator 1.C. Information is provided about the availability of spiritual care services.
  • Structural Indicator 1.D. Professional education and development programs in spiritual care are provided for all disciplines on the team to improve their provision of generalist spiritual care.
  • Structural Indicator 1.E. Spiritual care quality measures are reported regularly as part of the organization’s overall quality program and are used to improve practice.
  • Process Indicator 2.B. All clients are offered the opportunity to have a discussion of religious/spiritual concerns.
  • Process Indicator 2.C. An assessment of religious, spiritual, and existential concerns using a structured instrument is developed and documented, and the information obtained from the assessment is integrated into the overall care plan.
  • Process Indicator 2.D. Spiritual, religious, cultural practices are facilitated for clients, the people important to them, and staff.
  • Process Indicator 2.E. Families are offered the opportunity to discuss spiritual issues during goals of care conferences.
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