5 Communication: Verbal and Nonverbal Lesson 2: Communication Techniques

Lesson Objectives Lesson Objectives Upon completion of this lesson, students should be able to: Define and spell the terms to learn for this chapter. List six guidelines for effective listening. Explain the importance of feedback in patient care. 2

Lesson Objectives Lesson Objectives Upon completion of this lesson, students should be able to: Describe the difference between assertive and aggressive behavior. List six types of defensive behavior, giving an example of each. 3

Communication 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 met 4

Listening Skills Active listening Passive listening 5

FIGURE 5-5 Effective listening skills demonstrate empathy to the patient and break down barriers to communication.

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 cues 7

Guidelines for Good Listening Note anything that seems unclear Do not interrupt Maintain personal space Ask questions if you do not understand 8

Effective 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 patient 9

Effective 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 complaint 10

Types of Questions Close-ended Open-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 questioning 11

Types of Questions Probing Leading Asked to gain further information Questions that contain part of the answer 12

Directive Communication Techniques Open-ended question Close-ended question Probing question Reflecting Acknowledgment 13

Directive Communication Techniques Restating Add to an implied statement Seek clarification Silence 14

Assertive versus Aggressive Behavior 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 unpleasant 15

Assertive versus Aggressive Behavior 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 others 16

Assertive 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 see 17

Assertive 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 confrontation 18

A 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 patient 19

Barriers to Communication Distractions such as noise Defensive behaviors Use of medical terminology Multicultural issues Language Diverse viewpoints Bias, prejudice, and stereotyping Religious beliefs and practices 20

Defensive Behaviors Compensation Denial Displaced anger Dissociation Introjection Projection 21

Defensive Behaviors Rationalization Regression Repression Sublimation 22

Avoid 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 belief 23

Avoid Prejudging and Stereotyping Avoid ethnic jokes Be open to differences When unsure of a patient's cultural beliefs, ask the patient to help you understand 24

Questions? 25