3. Communication Matters: Stressful Situations

The aim of this section is to prompt your reflections on the communication challenges we face and assumptions we make about each other.

In each of the following three parts, you will view a short video. After each of the first two videos you will be asked to complete a short reflective quiz entitled “Attribution of Feelings”. After the third video there will be a short self-reflection to conclude this section.

In the following video, the mother and son’s story resumes in the emergency department. We will consider the impact that communication breakdown between healthcare professionals, patients and their family members has in stressful situations.

(To read along click here.)

Please click on the quiz link below when you have finished watching the video. Select as many answers as seem right to you for each question. There is no one right answer.

In this video, we will revisit the previous interaction between the emergency room nurse and patient’s mother, and consider a more empathetic approach to communication from the healthcare provider.

(To read along click here.)

After you have viewed the video, please complete the quiz below. Select as many answers as seem right to you for each question. There is no one right answer.

In this video, we will see the outcome of the interaction between the nurse and patient’s mother and explore the impact that effective communication strategies, including active listening and reaching common ground, have on the patient and their family’s experience with the healthcare system, particularly during stressful situations.

(To read along click here.)

After you have watched the video, please complete the following exercise.  The aim of this exercise to help consolidate your thoughts and understanding about making assumptions.