Comm101 Communication skills verbal communication Dr. Fatmah Almoayad

Course content Verbal communication Orientation and introduction The process of communication Nonverbal communication Verbal communication Interpersonal skills of health care professional Therapeutic communication Roadblocks to therapeutic communications Communicating with your supervisor Cultural sensitivity

Chapter Objectives After completing this chapter students will be able to: Explain the purposes of using clear language for effective verbal communication with patients. Identify practices for effective verbal communication with patients and other healthcare providers. Develop skills for listening and paraphrasing. Explain why providing empathy and understanding to the patient is so important. Demonstrate the methods of questioning the patient.

What are verbal communications The use of spoken words and sounds to successfully transfer a message from the sender to receiver.

Why is it important The lack of effective communication is the most common cause of patient complaints. Effective verbal communication can be a cause of career succeed. Effective verbal communication is the main way to help patients.

Being a good communicator Not about having large vocabulary or using technical terms. Understanding what others are telling you. Accurately conveying what you are trying to say.

Good Communication With Patients Content Grammar and pronunciation Tone Emphasis Small talks Using commentary

Content Convey the meaning of what a speaker intends to convey to the listener.

Content of effective communication Clear (Understand what you want to say). Use words that reflect the message (Aviod unclear words). Explain.

Grammar and pronunciation Use correct sentences. Use correct pronunciation using standard language that is appropriate for the healthcare setting.

Effect of pronunciation Correct pronunciation enhances understanding and rapport. Incorrect pronunciation inhibits understanding and causes mistrust.

Tone It shows you understanding of the needs and your ability to meet them. Relaxed. Conversational.

Importance of tone It shows HCP understanding of the needs and the ability to meet them. Help both HCPs and patients understand the relationship.

Types of tones 1- Expressive tone Spontaneous. Emotional. Uninhibited. Used for expression and socialization.

Types of tones 2- Directive tone Authoritative and judgmental. Used in orders. Shows differences in ranks.

Types of tones 1- Expressive tone Not appropriate with patients because: It takes the focus off the patient and puts it on the HCP. Patients do not usually appreciate emotional tones. Patients come for serious reasons and they expect professional conversations.

Types of tones 2- Directive tone Not appropriate with patients because: Patients need understanding and empathy not orders and judgments. HCPs need to differentiate between giving instructions and giving orders.

3- Problem-solving tone Types of tones 3- Problem-solving tone Rational. Objective. Unbiased. Shows analysis before responding.

3- Problem-solving tone Types of tones 3- Problem-solving tone It is the appropriate tone with patients especially when collecting information and/or providing solutions.

“ I Believe You Will Get Better” Emphasis Emphasizing on the important parts of your speech lead to different interpretations. Think not only about what you say but also how you say it. “ I Believe You Will Get Better”

Emphasis I : Believe: Better: Only I. Or maybe not. To cheer the patient.

Any questions?