In this section you will learn about:
There are also two activities for you to try:
Do you like writing?
A lot of you will probably say that you don’t.
Do you know why? Is it because you have some difficulties writing?
Maybe you don’t know how to spell properly. Or, maybe your first language is not English and you’re still learning how to write in English. Maybe you do actually like writing, but just don’t feel confident when you have to do it. Maybe you think that your writing doesn’t look right. Or, maybe you just think that there is always something better to do than write.
But even if you don’t like writing there are times when you just can’t avoid having to do it. Think about the number of forms we have to fill in these days!
The problem is; if we don’t try and write well, the message we are sending will probably not have the desired effect. In the workplace, this can create complications. So it is important to learn how to use well whatever written communication that is required.
Note
It is your responsibility to make sure that you have quickly and efficiently passed on the information you wish to convey!
In the health care setting you may be required to use a number of different kinds of written communication - letters, memos, emails, instructions or diagrams and charts - to name a few.
Each kind of written communication uses a particular format. Letters are written differently to memos. And then there are formal letters and informal letters. Instructions have a different format altogether.
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Make a list of the kinds of written communication you use. Do you feel confident using them? Which ones would you like to improve on?
Here are some tips to help you break through the barriers:
Before you begin writing, think about the following:
1. WHO is your reader?
Is the reader:
or
2. WHY are you writing to them?
What is the purpose of your communication? Write this down and use it to help you focus while you are writing.
3. WHAT details do you need to include?
You may know why you are writing, but do you know what you need to say? Make sure you have all the information you need, or know where to find it.
4. HOW are you going to structure your written communication?
Become familiar with your organisation’s policies and procedures:
Once you start writing
Remember the four C’s of writing. These will provide you with some simple guidelines for effective writing.
The four C’s
Keep it...
CLEAR
COURTEOUS
CONCISE
CORRECT
Other useful strategies are:
In the health care setting you may be required to fill in many different kinds of forms. These may include order forms, incident reports, pay sheets, leave forms, recordkeeping forms and checklists.
Whatever your job in the health care setting:
You will often need to take messages in the health care setting. You may need to take a phone message or pass a message on from one person to another. Sometimes you will pass the message on verbally. At other times you will need to write the details down.
Even if you are passing the message on verbally, it is important to make sure that you have understood the message correctly. Making some notes while you are listening will help you.
Always pass on the message as quickly as possible!
Note
Always clarify who the message is for, who it is from and what the message is. Do this by asking questions and repeating the details back to the person giving you the message.
You can use questions such as:
"Could you spell that for me please?"
"May I have your name again please?"
"Can I just check that I have understood correctly?"
If you are writing the message down make sure you include the following:
Sometimes an organisation will use a message pad, which can be filled in. These will often have boxes for you to check.
Note
ASAP means ‘as soon as possible’. It is often used when writing short messages
In this activity you will listen to a telephone message and write the details in the message pad sheet provided.
Print the message pad sheet.
Listen to the following message from a colleague. Click on the telephone to hear the message. Record the details of the message on the message pad sheet.
When working in the health care setting you will often receive instructions.
Instructions can come from a number of places, such as:
No matter who or where you are receiving instructions from, the most important thing is to pay close attention.
When we are given instructions we don’t always understand everything we are told. It might be that we misheard the speaker or that the speaker was unclear or confused about what they wanted.
The best way to be sure that you understand instructions is to repeat them back to the instructor. Look at how Celine does this:
"Celine, Ray in general maintenance needs this form as soon as possible. Can you take it over to him."
"Okay, so you want me to take this form over to Ray Clements in general maintenance in building 2? I’m heading over that way in 10 minutes. Is that OK?"
Peta explained the situation and Celine repeated her instructions clarifying some of the facts about the task. This shows that the instruction has been clearly understood.
In the health care setting there are many procedures which you need to be familiar with. These may be procedures for operating machinery, cleaning, handling linen, reporting hazards, using technology as well as emergency and evacuation procedures.
It is essential that you understand and carry out all the procedures required for the area you work in. Your organisation’s Code of Conduct will clearly state this.
Remember, if you do not follow the correct procedure and something goes wrong, you may be held responsible.
In the health care setting good communication often depends on how well you understand instructions.
Have a look at the following situations and decide what each person should do with the instructions they have been given.
