Communication Ch. 5 - ftc-drthorson.weebly.com

1 CommunicationCh. 5Dr. ThorsonLesson ObjectivesLesson ObjectivesUpon completion of this lesson, students should be able and spell the terms for this the importance of Communication in health care the terms values, attitudes, and behavior, and explain their roles in ObjectivesLesson ObjectivesUpon completion of this lesson, students should be able and contrast verbal and nonverbal five examples of nonverbal Communication conveying Thinking might you describe an individual who has a holistic approach to medicine? The Holistic Approach to Medicine Holistic medicine focuses on the whole patient Addresses patient's social, emotional, and spiritual needs, as well as physical needs Treats everyone with respect, dignity, and courtesyInterpersonal Dynamics Self-Awareness Character: sum of values, attitudes, behaviors a person exhibits Values: set of standards a person uses to measure the worth or importance of someone or something Attitudes.

2 Opinions that develop from our value systemInterpersonal Dynamics Self-Awareness Prejudice Preformed unfavorable belief or attitude toward members of a certain culture or group while having little or no experience with or information about the culture or group Behavior The actions others see, is based on our attitudesLearning Styles Auditory Learn by hearing Difficulty retaining information presented in written format Visual Learn by seeing Visuals aids helpfulLearning Styles Kinesthetic Involves movement and assimilates knowledge through hands-on activitiesThe Communication Process SMCR Sstands for the sender of the Communication Mrepresents the message Cindicates the channel or method by which the message moves from sender to receiver Rstands for the receiver of the messageFIGURE 5-1 Face-to-face Communication is the richest channel to relay a message from the senderto a and nonverbal Communication Verbal Communication Spoken words Sounds Tone of voice Word selection Positive attitudeVerbal and nonverbal Communication Verbal Communication Empathy Ability to understand what patient is feeling because you have

3 Experienced the same 5-4 Empathy draws a more positive response from the patient because it is based on the willingness of the medical assistant to understand what the patient is and nonverbal Communication Verbal Communication Sympathy Acknowledging patient's feelings and difficulties even though you have not had the same experience or can't really imagine yourself being in that person's position. Pity is feeling sorry for a and nonverbal Communication nonverbal Communication Facial expressions Gestures Body language Eye contact Grooming MannerismsVerbal and nonverbal Communication Communication Messages Conveying Impatience Interrupting people when they are speaking Answering telephone calls curtly Finishing another person's sentence Rushing the patientVerbal and nonverbal Communication Communication Messages Conveying Impatience Looking at your watch or the clock Doing two things at once Not looking up from your work when someone approaches Rushing around the officeCommunication Techniques Goal of the Communication Message you want to send Channel or method the message will be delivered Listening skills to be used Receiving clarification and feedback Assessing if goal was metListening Skills Active listening Passive

4 Listening Guidelines for Good Listening Avoid distractions Face the speaker Give the person your full attention Maintain eye contact Do not be judgmental Be aware of nonverbal cuesGuidelines for Good Listening Note anything that seems unclear Do not interrupt Maintain personal space Ask questions if you do not understandEffective Listening Skills to Obtain the Chief Complaint Identify the patient Smile and establish eye contact Seat patient in an appropriate area Focus full attention on the patient Ask patient the reason for the current appointment Ask open-ended questions Do not interrupt the patientEffective Listening Skills to Obtain the Chief Complaint Provide feedback by paraphrasing what the patient says Observe the patient for signs of needing to give more information Restate the chief complaint before leaving the patient Conclude patient interview in appropriate manner Document the chief complaintTypes of Questions Close-ended Can be answered with a yes or a no answer Open-ended Require more than just a yes or no answer Known as a directive method of questioningTypes of Questions Probing Asked to gain further information Leading Questions that contain part of the answerDirective Communication Techniques Open-ended question Close-ended question Probing question Reflecting AcknowledgmentDirective Communication Techniques Restating Add to an implied statement Seek clarification SilenceAssertive versus Aggressive Behavior Assertive Making a point in positive manner by standing firm and based on your principles or values Trusting one's own ideas or instincts Possible to be assertive without being unpleasantAssertive versus Aggressive Behavior

5 Aggressive Imposing one's view point on another Manipulative and pushy Thought of as a negative behavior Has been compared with bullying Bossy and inconsiderate of feelings of othersAssertive Behavior Guidelines Take a few deep breaths to calm yourself In unemotional tones, describe the behavior that you would like the other person to change Describe how you feel when the behavior occurs State the positive behavior you would like to seeAssertive Behavior Guidelines Describe the appropriate, reasonable, and enforceable consequences that will result if person does not change his/her behavior Follow through with consequences if the behavior does not change Commend individual for behavioral change Evaluate your confrontationA Customer-Friendly Environment Use good interpersonal skills to establish a positive environment in health care setting Patient should be greeted within one minute of entering the office Know your patientBarriers to Communication Distractions such as noise Defensive behaviors Use of medical terminology Multicultural issues Language Diverse viewpoints Bias, prejudice.

6 And stereotyping Religious beliefs and practicesDefensive Behaviors Compensation Denial Displaced anger Dissociation Introjection ProjectionDefensive Behaviors Rationalization Regression Repression SublimationAvoid Prejudging and Stereotyping Be aware of one's own beliefs Learn about other cultures, races, nationalities Be sensitive to the feelings of others Evaluate information before accepting it as a beliefAvoid Prejudging and Stereotyping Avoid ethnic jokes Be open to differences When unsure of a patient's cultural beliefs, ask the patient to help you understandCommunication in Special Circumstances The Angry Patient Fearful of the diagnosis Frightened of the equipment Unwarranted fear of pain Loss of control Short-temperedCommunication in Special Circumstances The Angry Patient Remain calm Use positive Communication and professional techniques Try to defuse patient's anger Take patient into a private officeCommunication in Special Circumstances The Angry Patient Listen carefully, without judging, to assist in solving the problem Use a quiet.

7 Calm voice that projects concernCommunication in Special Circumstances The Anxious Patient White coat syndrome Anxiety patient feels when encountering medical staffCommunication in Special Circumstances The Anxious Patient Signs of anxiety Trembling Flushing Perspiring Fidgeting Talking excessively Remaining unusually quietCommunication in Special Circumstances To deal with anxious patients: Speak calmly Reassure patients Smile Touch them respectfully on the hand Be empatheticPatients with Sensory Impairment Hearing-Impaired Patient Select a quiet environment to communicate with patient Reduce outside noise Never shout; speak slowly and clearly Rephrase statements Explain everything carefully before performing a procedurePatients with Sensory Impairment Hearing-Impaired Patient Face the patient when speaking Make sure light is on your mouth and not behind you Have a paper and pen available so that the patient can communicate in writing Always provide written instructions or pamphlets for patient education purposePatients with Sensory Impairment Visually Impaired Patient Speak to announce your presence Offer to guide patient into exam room Face patient and speak clearly Describe patient's surroundings Explain procedures in detail before beginningPatients with Sensory Impairment Visually Impaired Patient Do not to leave patient alone for any length of time Provide large print materials Do not be condescendingThe Mentally and Emotionally Impaired

8 Patient Determine what level of Communication the patient can understand Speak slowly and clearly Stay calm Keep messages short Explain procedures prior to beginning Ask the patient's caregiver for assistance when necessaryThe Patient Who Does Not Speak English Smile at the patient Determine if he or she has any ability to speak or understand English Speak in normal tones Use pantomime or pictures to demonstrate Ask a family member for assistanceThe Physically Challenged Patient Allow patient to ambulate and move on their own Offer assistance only when necessary Treat patient with respect and dignity Allow extra time with this patient Do not appear to be impatient or rushedIntraoffice Communication Establish trust Be open Honest Firm in convictions Present a professional image Use positive body language to help create a positive environmentIntraoffice Communication Good staff Communication depends on positive and respectful interactions Be assertive not aggressive Gossip is unnecessary and unprofessionalStaff Communication Communication is vitally important to.

9 Keep conflict to a minimum Establish a positive environment Provide quality health care Clearly defined areas of responsibility and authority should be establishedConflict Resolution Conflicts occur when miscommunication or misunderstanding of the message occurs Conflict can stem from prejudices or preconceived ideas Conflict Resolution Conflict interferes with establishing rapport and cooperation Conflict can be a positive experience if it resolves issues of disagreement in an appropriate mannerSteps for Problem Solving Recognize that a problem exists Describe the problem and clarify what the basic issue is and factors affecting issue Identify alternative methods for solving the problemSteps for Problem Solving Select the best solution for the problem Implement the solution Evaluate the results and adjust as neededElements of Critical Thinking Ask questions Define a problem Examine evidence Avoid emotional reasoning Analyze assumptions and biasElements of Critical Thinking Avoid oversimplification Consider other interpretations Tolerate ambiguity Think about one's own thinkingSteps in Conflict Resolution Communicate your needs in simple terms Know when to express your feelings Do not assume you know the other person's feelings Look at the issue from the other person's perspectiveCommunicating with Superiors Communication should be kept positive Be direct and to the point Do not promote gossip you have heard Ask for help if necessary Show initiative A loyal employee protects and defends an employerCommunication and Patients' Rights All patients have the right to have their personal privacy respected and their medical records handled with

10 ConfidentialityCommunication and Patients' Rights Human dignity of each patient preserved regardless of patient's: Socioeconomic background Race Age Nationality Sexual orientation GenderCommunication and Patients' Rights Health Insurance Portability and Accountability Act (HIPAA) was passed in 1996 by Congress HIPAA Privacy Rule provides for federal protection of health information It allows patients to have: Better access to their medical records More control about how and to whom the information can be releasedProtected Health Information (PHI) Name and address Phone and fax numbers Dates Social Security number E-mail address Medical record numbers Health plan beneficiary numbersProtected Health Information (PHI) Account numbers Certificate or license numbers Vehicle identifiers, serial numbers, and license plate numbers Device identifiers and serial numbers URLs IP address numbersAdvising Patients As medical assistant, you are not permitted to: Offer your opinion about physician's diagnosis Discuss the course of action the physician has set forth Tell the patient what you would do in his or her positionPatient Decision Making As medical assistant, your role is to: Listen empathetically to th