1. Professional Traits
Lesson 2
Verbal Communication

2. Objectives After you finish this lesson, you will be able to:
Define communication
Identify the two primary forms of communication as verbal and nonverbal
Distinguish between oral and written communication
Identify types of written communication
Describe how language choice impacts communication

3. Communication
Communication is the process of exchanging messages. Communication requires a sender, who gives the information, and a receiver, who accepts the information.
Health care professionals must communicate effectively and appropriately with other health care workers, patients and their families, students, visitors, administrators, and business contacts.
Medical office assistants are often the first contact that patients have with a medical facility, so communication must be professional and appropriate.

4. Verbal Communication
Verbal communication is the use of language and words to send and receive information. Verbal communication can take place face-to-face or over the telephones, as well as one-to-one or in a group.
The goals for verbal communication in the health care environment can typically be put into one of the following categories:
Establish rapport, or a connection
Obtain information from patients
Confirm understanding
Relay information to other health care workers
Give instructions to patients
The two types of verbal communication are oral and written. Oral communication is conversation. It is the most common and most effective form of communication. It allows for instant feedback and discussion and can also end confusion.

5. Written Communication
Written communication is a form of verbal communication. Written communication allows the writer to research and organize thoughts. Additionally, once written communication is completed, it can be proofread and edited before it reaches its audience.
Messages and orders
Notes in patient charts
Procedures and policies
Patient education material
Surveys
Letters and memos
Written communication must be accurate, clear, and brief with logical organization. It should be free of grammar, spelling, and punctuation errors. Finally, written communication should include vocabulary that is appropriate for the reader.
Medical office assistants use written communication for the following items:

6. Choosing Between Oral and Written Communication
Before using written communication, medical office assistants must first ask themselves if this message would better be delivered orally. They should also decide whether or not the message requires a written record. In most cases, a written record should be added to the patient’s file.
Once it has been determined that written communication is necessary, medical office assistants must decide what format the message should take, such a letter, , report, etc.
Memos are typically used for internal communication, which occurs within an organization, such as between a physician and a nurse.
Letters are often used for external communication, which includes items sent outside of the agency, such as to an insurance company or to the community.

7. Language Choice
Health care professionals use medical terminology when conversing with colleagues. However, when interacting with patients, they must translate the medical terminology into lay terms. Lay terms are everyday language that the patient can understand. For example, instead of saying lumbar, say lower back. Instead of costae, say ribs.
Medical office assistants must avoid talking down to patients by over-simplifying their language. They should also avoid making meaningless noises such as “uh” and “um”. Finally, they should be careful to enunciate words and avoid mumbling. The result is a health care team that sounds professional and knowledgeable.

8. Lesson Summary In this lesson, you learned that:
Communication is the process of exchanging messages.
Verbal communication is the use of language and words to send and receive information.
Oral communication allows for instant feedback and discussion. Written communication allows the writer time to research and organize thoughts.