ABSTRACT
This chapter describes the communication process. It explains the five Cs of communication: complete, concise, clear, cohesive, and courteous. The chapter explains the difference between open and closed feedback. It also describes the importance of therapeutic communication. Health care professionals must be caring, competent, presentable, and knowledgeable, in both verbal and non-verbal modes of communication. This includes face-to-face communication, as well as telephone, computer, fax, and written communication. Abraham Maslow was a human behaviorist who classified behaviors into hierarchy of human needs. Maslow's hierarchy of needs can be applied when working with patients. The ability to offer good interpersonal skills is crucial in health care. This is demonstrated by being friendly to others, showing respect, having empathy, being genuine and open, and remaining considerate and sensitive to their needs. There are many types of barriers that reduce the effectiveness of communication. Barriers to communication also include environmental barriers such as physical impairments, language difficulties, hearing impairments, and prejudice.
