Objective: To gain insight into how communication vulnerable people and health-care professionals experience the communication in dialogue conversations, and how they adjust their conversation using augmentative and alternative communication (AAC) or other communication strategies. Methods: Communication vulnerable clients and health-care professionals in a long-term care institution were observed during a dialogue conversation (n = 11) and subsequently interviewed (n = 22) about their experiences with the conversation. The clients had various communication difficulties due to different underlying aetiologies, such as acquired brain injury or learning disorder. Results from the observations and interviews were analysed using conventional content analysis. Results: Seven key themes emerged regarding the experiences of clients and professionals: clients blame themselves for miscommunications; the relevance of both parties preparing the conversation; a quiet and familiar environment benefitting communication; giving clients enough time; the importance and complexity of nonverbal communication; the need to tailor communication to the client; prejudices and inexperience regarding AAC. The observations showed that some professionals had difficulties using appropriate communication strategies and all professionals relied mostly on verbal or nonverbal communication strategies. Conclusion: Professionals were aware of the importance of preparation, sufficient time, a suitable environment and considering nonverbal communication in dialogue conversations. However, they struggled with adequate use of communication strategies, such as verbal communication and AAC. There is a lack of knowledge about AAC, and professionals and clients need to be informed about the potential of AAC and how this can help them achieve equal participation in dialogue conversations in addition to other communication strategies.
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Background: Auditory processing disorder (APD) is a diagnosis that is widely discussed. Children diagnosed with APD have difficulty listening in complex situations, despite a well-functioning peripheral hearing. However, there seems to be no evidence for the validity of a purely auditory deficit. The aim of this study is to examine the differences in performance between children with suspected APD and typically developing children on tests of communication, auditory processing, nonverbal intelligence, working memory, and visual and auditory attention. Methods: In a case-control study we examined 9 children with suspected APD and 21 typically developing children, ages 8;0 to 12;0 years. The parents of all children completed three questionnaires about history, behavioral symptoms of ADHD, and communication skills. The teachers of the children completed the Children’s Auditory Processing Performance Scale (CHAPPS). The children themselves were assessed for auditory processing abilities, nonverbal intelligence, working memory, and auditory and visual attention. Results: No differences were found between groups in age, nonverbal intelligence quotient, and performance on auditory processing tests. Children with suspected APD have significantly poorer communication performance (parent report), poorer listening skills (teacher report), poorer working memory and poorer auditory and visual skills. Conclusion: There is a difference between children with suspected APD and typically developing children. Children with suspected APD perform insufficient on tests of working memory, and have a slower response to auditory and visual attention tasks. Parents of children with suspected APD report difficulties in communication and teachers assess the children of being at risk for listening difficulties.
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This dissertation describes a research project about the communication between communication vulnerable people and health care professionals in long-term care settings. Communication vulnerable people experience functional communication difficulties in particular situations, due to medical conditions. They experience difficulties expressing themselves or understanding professionals, and/or professionals experience difficulties understanding these clients. Dialogue conversations between clients and professionals in healthcare, which for example concern health-related goals, activity and participation choices, diagnostics, treatment options, and treatment evaluation, are, however, crucial for successful client-centred care and shared decision making. Dialogue conversations facilitate essential exchanges between clients and healthcare professionals, and both clients and professionals should play a significant role in the conversation. It is unknown how communication vulnerable people and their healthcare professionals experience dialogue conversations and what can be done to support successful communication in these conversations. The aim of this research is to explore how communication vulnerable clients and professionals experience their communication in dialogue conversations in long-term care and how they can best be supported in improving their communication in these conversations.
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Background: Children with difficulties in listening and understanding speech despite normal peripheral hearing, can be diagnosed with the diagnosis Auditory Processing Disorder (A). However, there are doubts about the validity of this diagnosis. The aim of this study was to examine the relation between the listening difficulties of children between 8 and 12 years with suspected A and the attention, working memory, nonverbal intelligence and communication abilities of these children.Material and methods: In this case-control study we examined 10 children who reported listening difficulties in spite of normal peripheral hearing (3 referred by speech-language pathologist in the Northern Netherlands, 6 by an audiological center in the Southern Netherlands and one by parental concern) and 21 typically developing children (recruitment through word of mouth and by the website Taalexpert.nl), ages 8;0 to 12;0 years. The parents of all children completed three questionnaires about history, behavioral symptoms of ADHD, and communication skills (Children’s Communication Checklist). Teachers of the children completed the Children’s Auditory Processing Performance Scale (CHAPPS). Children were assessed for auditory processing abilities (speech-in-noise, filtered speech, binaural fusion, dichotic listening), nonverbal intelligence (Raven’s Coloured Progressive Matrices), and working memory (Clinical Evaluation of Language Fundamentals). Auditory and visual attention was studied with four behavioral tests of the WAFF battery of the Vienna Test System (Schuhfried).Results: Preliminary analysis shows no differences between groups on the auditory processing tests and nonverbal intelligence quotient. Children in the experimental group have poorer communication performance (parent report), poorer listening skills (teacher report), and poorer working memory and attention skills (behavioral tests).Conclusions: The results of this study showed that there is a difference between children with listening complaints and typically developing children, but that the problems are not specific to the auditory modality. There seems to be no evidence for the validity of an auditory deficit.
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Empathy competence is considered a key aspect of excellent performancein communication professions. But we lack an overview of the specificknowledge, attitudes, and skills required to develop such competence inprofessional communication. Through interviews with 35 seasoned communication professionals, this article explores the role and nature ofempathy competence in professional interactions. The analysis resulted in aframework that details the skills, knowledge, and attitudinal aspects ofempathy; distinguishes five actions through which empathy manifests itself;and sketches relationships of empathy with several auxiliary factors. Theframework can be used for professional development, recruitment, and thedesign of communication education programs.
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Empathy is an important competence for communication professionals. This article investigates two aspects of empathy in an educational setting: the validity of self versus other assessments and the manifestation of empathy in communicative behaviors. Communication students were given a mediating role in discussions with two clients and their empathy was measured using self-ratings and client assessments. Videos of highest- and lowest-rated students were analyzed to identify empathy-related behaviors. No correlation was found between self-rated empathy and clients’ assessments. Several verbal and nonverbal behaviors corresponded to empathy: body language, an other-orientation in asking questions, paraphrasing, and a solution orientation.
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This study investigates the evolvement of informalization of company communication on social media over time, based on actual social media data from the tourism industry. The development in the use of emoticons and emoji by companies is examined, as an expression of informalization and humanization of online company communication. We selected 33 companies from the tourism industry in The Netherlands and investigated their Facebook and Twitter messages supplemented with the messages of consumers who interacted with these companies, for the period 2011-2016. Results show that the use of emoticons and emoji in online company communication increased significantly over the period covered in this study, demonstrating a higher level of informalization of company communication. Since this is a key factor for improving relational outcomes, this finding has scholarly as well as managerial relevance. We discuss the implications of the results for the presence of organizations on social media
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Problems with communication and collaboration among perinatal caregivers threaten the quality and safety of care given to mothers and babies. Good communication and collaboration are critical to safe care for mothers and babies. In this study the researchers focused on studies examining the factors associated with good communication and collaboration as they occur in working routines in maternity care practice. Their study is part of a growing trend of identifying the positive aspects of communication and collaboration in maternity care.
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Background: Research on maternity care often focuses on factors that prevent good communication and collaboration and rarely includes important stakeholders – parents – as co-researchers. To understand how professionals and parents in Dutch maternity care accomplish constructive communication and collaboration, we examined their interactions in the clinic, looking for “good practice”. Methods: We used the video-reflexive ethnographic method in 9 midwifery practices and 2 obstetric units. Findings: We conducted 16 meetings where participants reflected on video recordings of their clinical interactions. We found that informal strategies facilitate communication and collaboration: “talk work” – small talk and humour – and “work beyond words” – familiarity, use of sight, touch, sound, and non-verbal gestures. When using these strategies, participants noted that it is important to be sensitive to context, to the values and feelings of others, and to the timing of care. Our analysis of their ways of being sensitive shows that good communication and collaboration involves “paradoxical care”, e.g., concurrent acts of “regulated spontaneity” and “informal formalities”. Discussion: Acknowledging and reinforcing paradoxical care skills will help caregivers develop the competencies needed to address the changing demands of health care. The video-reflexive ethnographic method offers an innovative approach to studying everyday work, focusing on informal and implicit aspects of practice and providing a bottom up approach, integrating researchers, professionals and parents. Conclusion: Good communication and collaboration in maternity care involves “paradoxical care” requiring social sensitivity and self-reflection, skills that should be included as part of professional training.
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