Communication is always important for people, especially in the health care environment, when people need the assistance of health care professionals. In such a situation, their ability to communicate effectively can be crucial for the formation of a positive emotional state of patients. In this regard, the conversation has proved to be very emotional, especially from the part of the patients. She was apparently involved emotionally in the conversation and her words and verbal communication were backed up by emotional gestures, changes in the pitch of her voice, exclamations, pauses in her speech. In this respect, it should be said that the emotional state of the client apparently defined the entire conversation because she was overwhelmed with emotions that made it quite difficult to soothe her and ease her psychological sufferings, which were close to despair.
In fact, it was obvious from her look that she was frustrated and extremely disappointed. At the same time, her frustration was closely intertwined with a strong feeling of despair because she apparently felt that she was helpless. In such a context, it is quite natural that the client feels frustration and despair, especially when she is left alone. Hence, it was quite difficult to show her that the personnel can be supportive since she was unwilling to accept any kind of explanation of reasons why there were no one to help her when she needed the assistance. In such a way, it was hardly possible to appeal to her logic, but, instead, it was necessary to let her speak and listen to her to make her feel betters, for as she spoke she apparently shared and steadily was getting rid of her negative emotions, to the extent that by the end of the conversation she became more rational.
Obviously, emotional state of the client was a very important factor that influenced the process of conversation because she had very negative emotions which, as it has been already mentioned above, prevented her from logical reasoning. In such a way, it is possible to speak about the impact of stress on her conversation. At the same time, her stress was provoked not only by her psychological agitation, but also by her physical state. To put it more precisely, she was unable to move freely that affected her emotional state, her self-perception as well as the perception of the surrounding people and world at large. Her physical disability made her extremely concerned with the attitude of other people to her. She needed attention from the part of other people and the lack of attention have made her very frustrated and disappointed.
In addition, it is necessary to take the gender of the client. At this point, it should be said that she was a female, while females are traditionally more emotional than men and they are often susceptible to the impact of their feelings and emotions on their reasoning and perception. In addition, often they suffer from a low self-esteem that affects consistently the perception of the client and her communication style. At this point, it should be said that the physical disability can contribute to the formation of a low self-esteem of the client because she apparently feels helpless and abandoned.
Furthermore, the age of the client proved to be also of the paramount importance because she emphasized the age difference and pointed out that she was more experienced, but, at the same time, her reference to her age clearly proved the fact that she was in a really desperate position for she believed that her age was another factor that made her so helpless. Moreover, she understands that she is not growing younger and, being old, she needs and demands more attention from the part of other people.
In such a situation, the effective is crucial for the effective work with such clients. On analyzing the conversation, it should be said that it was very difficult to achieve a high level of the effectiveness of conversation. At the same time, it is obvious that in order to increase the effectiveness of communication, it was necessary to calm the client down since, in her emotional state it was quite difficult to develop an effective communication. Nevertheless, in principle, the general line of the conversation was correct because, at the beginning, it was necessary to clearly identify the client’s problem and after that it was necessary to attempt to calm her down. However, in this respect, I would attempt to change the conversation a little bit. In fact, I would reassured the patient that she would never have such problems any more with the personnel because such an attitude was absolutely unacceptable. In such a way, it would be possible to make her think more positively and expect for the effective assistance from the part of the personnel
At the same time, in to develop the communication effectively, it is necessary to understand the basic assumptions and essence of the Communication Theory. In fact, the process of communication is very complicated and in order to communicate effectively it is necessary to understand the essence of this process and its basic principles. First of all, it should be said that the process of communication inevitably involves a sender of information or message, a receiver of information or message, and the message proper. In order to convey the message, a sender gets an idea of the message, i.e. what a person actually wants to say to another person or people, than he or she words in the message, i.e. transforms his or her ideas into a verbal form, and conveys the message through saying it to another person, a receiver of the message. The receiver, in his or her turn, hears the message, interprets and evaluates it.
At first glance, the process is simple and, therefore, there should not be any problems with effective communication. However, in the process of the mediation of the information or messages serious problems may arise. In this respect, it should be said that the problem can appear just at the beginning stages of the process of communication. For instance, an individual can have an idea or message to send to a receiver of the information, but he or she cannot adequately or properly word in the message. As a result, what a person actually says and what he or she has intended to say can differ consistently. In such a situation, a receiver of the message cannot fully understand the original idea of the sender of the information. Moreover, while receiving the information, the receiver of the message interprets and evaluate the information he or she hears in his or her own way. In other words, the interpretation of the information made by the receiver of the message can differ from the intentions of the sender of the information. In such a way, in the result of such problems the process of communication becomes ineffective and incomprehensible.
To avoid these traps of verbal communication, it is necessary to avoid complicated phrases and textual structures, which could deteriorate the adequate perception of the message by the receiver of the information. Furthermore, it is important to make the receiver of the information conscious of the context and background of the message the sender wants to convey because the connotation of the message can vary consistently depending on the context or background information. Finally, the process of communication is a two-side process that means that it is not enough to convey the message from the sender to the receiver. In contrast, the process of communication implies the involvement of both the sender and the receiver and the latter should not only perceive the information from the sender but respond adequately on the information received. The adequate response of the receiver of the message can be viewed as a marker of the effectiveness of communication.
In such a way, on applying both verbal and non-verbal communication it is possible to improve the communication and make it more effective. For instance, if verbal communication is backed up by an appropriate gesture, this will make the communication consistently more effective.