Effective Communication Skills

Course Code: REL-PAC-0-ECS

Hours: 1

Type: Online Course

Content Expiration Date: 9/30/2023

Learning Objectives:
Explain the basic concepts on how people communicate.
Name common barriers to communication.
Identify actions to enhance active listening.
Select examples of non-verbal behaviors that impact communication.
Recognize how to successfully talk with physicians, pharmacists, and other professionals.
Explain how to talk with families.
Identify ways to resolve conflicts.

Outline:
Hour One I. Introduction to communication a. Checkpoint: Questions (multiple choice) b. Course objectives c. Problems occur many times due to poor communication d. What is communication? i. Learning engagement activity: Video “Effective communication” (5 minutes) II. Process of communication a. Sender b. Encoding c. Receiver d. Feedback i. Checkpoint: Questions (scenario based multiple choice) III. Communication: content and context a. Content: the actual words or symbols used b. Context: the way the message is stated c. Checkpoint: questions (multiple choice) IV. Non-verbal behaviors a. Eye contact b. Facial expressions c. Gestures d. Posture and body orientation e. Proximity f. Vocal g. Is It Me? h. Checkpoint: scenarios to select best response V. Barriers to communication a. Culture, background, and bias i. Learning engagement activity: Video “Grandma Eileen” (2 minutes) b. Noise c. Ourselves d. Perception e. Message f. Environment g. Stress h. How well do we listen? i. Hearing versus listening ii. Passive versus active listening iii. Rules of Listening 1. Checkpoint: Question (multiple choice) VI. Talking with professionals and families a. Conversation tips when speaking with a professional b. Conversation tips when speaking with a resident’s family VII. Resolving conflicts a. Decide if you want to resolve the conflict b. Speak to the other person calmly and rationally c. Be sensitive to your body language d. Listen to the other person e. Paraphrase the points f. State your own feelings g. Communicate clearly h. If the conflict cannot be resolved VIII. Conclusion and summary IX. Final Exam (posttest)

Instructor: Kristen Crusoe, EdD, MSN, RN

Dr. Crusoe is a Psychiatric/Mental Health and Palliative Care/End of Life nurse consultant. She is also an Assistant Professor of Nursing and Public Health, in both Master's and Doctor of Nursing Practice Programs. Her teaching area of specialty is leadership, focusing on quality sciences, and positive change.  She is a certified Appreciative Inquiry Practitioner, trainer and facilitator as well as a Human Systems Dynamics Professional. She promotes using strength-based approaches to whole system change and transformation and provides both individual and group coaching and mentoring in strength-based methodologies. Disclosure: Kristen Crusoe, EdD, MSN, RN has no Relevant Financial or Non-Financial Relationship with ineligible companies to disclose.

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All courses offered by Relias Learning, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.

To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.

Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.