1. C OMMUNICATION SKILLS & I NTERVIEW T ECHNIQUES How to talk to patients ? How to talk to relatives? How to talk to collegues? …

2. OVERVIEW 1. Introduction – Interview Techniques 2. Why does a nurse need communication skills? 3. Exploration of Thoughts & Feelings 1. Attending and Listening; 2. Restatement 3. Open Questions 4. Reflections of Feelings 4. Conclusion

3. 1. I NTRODUCTION - I NTERVIEW T ECHNIQUES Structured Interview (Quantitative) Semi-structured interview Unstructured Interview (Qualitative) Exactly the same questions are prepared in exactly the same order. Only fixed reply to questions are allowed (ICD 10 & DSM 5) Questions are prepared in Interview guide but interviewer can ask questions in different ways and different order and respond to questions. questions and responses are not prepared or fixed but develop during the interview itself + More Data in less time + Comparability of Data - Loss of additional Information + more open and spontanous questions/ answers - limited comparability with other Data + a lot of Detail and informations about the meaning of comments - No comparability with other Data

4. W HY DOES A NURSE NEED COMMUNICATION SKILLS ? Take 5 minutes and discuss with your partner! Nurse has to communicate effectively with patients and their families (Clear explanation and empathy) Patients often find it easier to discuss with nurses than with doctors Nurses have to help patients understand themselves, their feelings & thoughts and cope better with their illness A good communication will improve the nurse- patient relationship and increase patient satisfaction Nurse has to communicate effectively with individuals and groups and members of the health team -> Team work

5. G ROUP W ORK A TTENDING & L ISTENING ( भाग लेने & सुनना ) Sit in a group of 3 and follow the instructions: 1 person will be the Listener 1 person will be talking about a personal problem 1 person will be the Observer and take notes

6. Positive attending & Listening behaviour 1. Eye contact ( आँख से संपर्क करें ) 2. Body language ( शरीर की भाषा ) Lean slightly toward the client, maintain relaxed but attentive posture, mirroring (matching the clients facial Expression and body posture) 3. Vocal qualities ( गायन गुण ) Pacing = matching the client’s vocal qualities 4. Verbal tracking ( मौखिक ट्रैकिंग ) Use your words to demonstrate that you’re following what the client is saying. Restate or Summarize what your has been said. 1. Attending & Listening ( भाग लेने & सुनना )

7. Definition : Repeating a message with fewer words by getting to the point. Purpose: show that you are trying to understand what the person is saying. Ask yourself: What is the person’s basic thinking ( सोच ) message? What is the person’s basic feeling ( भावना ) message? Example : S: I just don’t understand, one minute she tells me to do this, and the next minute to do that. X : She really confuses you. S: I really think he is a very nice guy. He’s sensitive, and kind. He calls me a lot. He’s fun to go out with. X: You like him very much, then. 2. Restatement ( पुन : कथन )

8. G ROUP W ORK R ESTATEMENT ( पुन : कथन ) Sit in a group of 3 and fill in the handout!

9. 1. Closed question: questions that can be answered with either a single word (Yes/No) or a short phrase (I agree etc.) 2. Open Question: questions that seek longer answers, and are the opposite of closed questions. Purpose of open questions: They ask the respondent to think and reflect. They will give you opinions and feelings. They hand control of the conversation to the respondent 3. Open Questions ( खुला प्रश्न ) Example : Closed Questions: Are you happy today Do you like the treatment Open Questions: How do you feel today? What do you like about the treatment? -> begin with words such as: what, why, how, describe.

10. Definition : A Reflection that goes beyond surface feelings or emotions and seeks to uncover deeper underlying feelings Purpose: show that you’re understanding the speaker’s experience = EMPATHY speaker can evaluates his/her feelings after hearing them expressed by someone else 4. Reflection of feelings ( भावनाओं का प्रतिबिंब ) Primary EmpathyAdvanced Empathy Reflection of content and feelingsreflection of content and feeling at a deeper level. You feel …… (state feeling) because …….(state content) You feel ….. (state feeling) But I am wondering if you also feel…… (deeper level of feeling) Example: S: I just don’t know how I am going to get all the homework done before Diwali especially since I don’t understand most of what you taught us today. X: You are feeling frustrated with the homework you don’t know how to do and you’re worried that you won’t get it done before you go for holiday. Example: S: She is my best friend! She has no right to discuss my private life with other people and if she has a problem with me, she should tell me directly. I would never talk about her like that. X: I get the sense that you are really angry about what was said, but I am wondering if you also feel a little hurt by it.

11. G ROUP W ORK O PEN QUESTIONS & R EFLECTION OF FEELINGS ( खुला प्रश्न & भावनाओं का प्रतिबिंब ) Sit in a group of 3 and follow the instructions!

12. C ONCLUSION A nurse needs good communication skills and empathy in order to increase patient satisfaction Useful communication techniques are: 1. Attending and Listening 2. Restatement 3. Open Questions 4. Reflections of Feelings

13. N OW YOU HAVE THE SKILLS …. USE THEM!!!

14. L ITERATURE http://www.taft.cc.ca.us/lrc/class/assignments/actl isten.html http://people.wku.edu/rick.grieve/Clinical%20Inte rviewing/pp/ChapterThree.pdf http://changingminds.org/techniques/questioning/ open_closed_questions.htm Bhatia and Craig- Elements of Psychology and mental hygiene for nurses in India