1. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Chapter 5 Interpersonal Skills and Human Behavior TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied Learning Approach 12 th edition 1

2. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Types of Communication 1. Define, spell, and pronounce the terms listed in the vocabulary. 2. Explain why first impressions are crucial. 3. Differentiate between verbal and nonverbal communication. 4. Identify styles and types of verbal communication. 5. Explain the different levels of spatial separation. 6. Analyze the effect of hereditary, cultural, and environmental influences on communication. 2 Lesson 5.1

3. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Types of Communication 7. Discuss the value of touch in the communication process. 8. Recognize the elements of oral communication using a sender-receiver process. 9. Explain the value of active listening. 10. Define and understand abnormal behavior patterns. 11. Recognize commonly used defense mechanisms. 12. Discuss the role of assertiveness in effective professional communication. 3 Lesson 5.1

4. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. First Impressions  Physical dress and appearance  Have a positive attitude  Show compassion  Always smile 4

5. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Verbal and Nonverbal Communication  Verbal communication  Uses words and sounds  Nonverbal communication  Uses body language, gestures, mannerisms, eye contact, facial expressions, posture, touch, etc. 5

6. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Verbal Communication  Always enunciate  Avoid using sarcasm and caustic remarks  Eye contact is critical  Always be professional  Words and sounds  Pitch  Tone of voice  Word choice 6

7. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Nonverbal Communication  Body language  Gestures  Mannerisms  Appearance  Self-esteem and confidence  Facial expressions 7

8. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Spatial Separation  Proxemics  Public space  Social space  Personal space 8

9. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Culture and Environmental Influences  Culture influences the need for individual space  Touch is appropriate in certain cultures  Boundaries include people backing up if you are too close 9

10. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Touch  No words required for accurate expression  Comforting  Sexual harassment  Always be careful and cautious 10

11. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. The Process of Communication  Ease comfort  Develop trust  Be clear and concise  Transactional communication model 11 (From Adler RB, Towne N: Looking Out, Looking In: Interpersonal Communication, San Antonio, 1996, Harcourt Brace.)

12. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Elements of Communication  Sender: encode message through channels  Receiver: decode message based on understanding  Noise  Feedback 12

13. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Listening  Important in all interpersonal relationships  Active listening  Paraphrasing  Patient-assistant relationship  Legally bound by confidentiality 13

14. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Warnings Against Advising a Patient  Not qualified to give advice  Patients make treatment decisions  You are an extension of physician  Accurate, professional communication  Never withhold information 14

15. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Observing Carefully  Keep eye contact  Look for signs of trouble  If crying, ask cause  Reassure patient of safety  Beware of abnormal behaviors  Use correct documentation 15

16. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Psychological Disorders  Some better understood than others  Treated with medications  Three treatment methods:  Psychoanalytic  Cognitive behavioral  Medical model 16

17. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Defense Mechanisms  Verbal aggression  Sarcasm  Rationalization  Compensation  Regression  Repression 17

18. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Defense Mechanisms, cont’d  Apathy  Displacement  Denial  Physical avoidance  Projection 18

19. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. The Importance of Assertive Communication  Assertion can be productive  Receive promotions and achieve goals  Use at appropriate time  Can sometimes be seen as aggression 19

20. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Barriers to Communication in the Workplace 13. Identify the roles of self-boundaries in the healthcare environment. 14. List several ways to deal with conflict. 15. Recognize communication barriers. 16. Identify techniques for overcoming communication barriers. 17. Differentiate between adaptive and nonadaptive coping mechanisms. 20 Lesson 5.2

21. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Barriers to Communication in the Workplace 18. Identify common stages that terminally ill patients go through and discuss the support that can assist them and their families during their struggle. 19. Discuss using empathy when treating terminally ill patients. 20. Identify resources and adaptations that are required based on individual needs. 21. List and explain the levels of Maslow’s hierarchy of needs. 22. Discuss why physical and emotional needs affect our daily performance at work. 21 Lesson 5.2

22. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Resolving Conflict  Expect conflict  Allow expression of legitimate opinions  Listen to and consider opinions fairly and honestly  Don’t insist on being right all the time  Avoid judgment and placing blame 22

23. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Boundaries  Be aware of nonverbal signals  Indicate limit or extent  Prevent awkward situations  Do self-inventory  Passive-aggressive communication 23

24. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Barriers to Communication  Physical impairment  Language  Prejudice  Stereotyping  Perception 24

25. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Overcoming Communication Barriers  Treat every person as an individual  Understand all points of view  Discuss calmly  Respect others’ opinions 25

26. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Adaptive and Nonadaptive Coping Mechanisms  Adaptive  Offer some type of positive help  Nonadaptive  Negative in nature 26

27. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Death and Dying  Stages of grief  Denial  Bargaining  Anger  Depression  Acceptance 27

28. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Empathy and Terminally Ill Patients  Gentle touch and kind words communicate care  Carefully choose words and phrases  Asking questions is helpful 28

29. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Multicultural Issues  Isolated thinking  Everyone feels this way  Vast differences from country to country  Differences within same country  Stereotypes  Media influences our thinking 29

30. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Maslow’s Hierarchy of Needs  Physiologic needs  Safety and security  Love and belonging  Esteem and recognition  Self-actualization 30

31. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Adaptations Based on Individual Needs  Approval, acceptance, achievement  A good night’s sleep  Healthy nutrition  Positive relationships  Healthy self-esteem 31

32. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. How Needs Affect Work Performance  Self-esteem  Self-improvement  Procrastination  Comfort zones  Fear of new things and the unknown 32

33. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Patient Education  Provide education to patients in a variety of formats  Always explain literature given  Ask patients to repeat instructions  Recognize emotional needs  Always ask questions 33

34. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Legal and Ethical Issues  All communication with patient must be professional and accurate  Never give advice unless approved by physician first  Always discuss patient care issues with the physician  Never agree to withhold information from the physician  Use excellent documentation skills 34

35. Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved. Questions? 35