1. COMMUNICATION
Mike Nirenstein, MD

3. Medical Therapeutics Standard
4) Evaluate factors that contribute to effective communication and explain how these factors contribute to the development of quality patient care. Using role-play, demonstrate practices to effectively manage communication barriers, cultural differences and clients with special needs.
5) Differentiate between verbal and nonverbal communication when interacting with patients. Examine specific techniques for effective communication and evaluate how different cultures attach different meanings to communication techniques.

4. How does this quote relate to oral and written communication skills?

5. COMMUNICATION An exchange of information between two or more people
An exchange of information by thoughts, opinions or information by speech, writing or signs

6. THREE PARTS OF COMMUNICATION
SENDER
RECEIVER
MESSAGE

7. VERBAL COMMUNICATION
WRITTEN WORD
SPOKEN WORD

8. NONVERBAL COMMUNICATION
BODY LANGUAGE
GESTURES
SIGNING
EXPRESSIONS
TOUCH

9. Nonverbal and Verbal Communication Skills
Nonverbal Communication Skills
Appearance
Body language
Eye contact
Facial expressions
Gestures
Verbal Communication Skills
Conversational manners
Grammar
Inflection
Power of what you say
Nonverbal Communication Skills
We communicate with our body language, by the way we express our thoughts, feelings and emotions. Facial expressions, gestures and body motions convey different meanings and learning how nonverbal messages are sent can help you communicate more effectively.
Effective nonverbal communication
Appearance: Looking professional will get a client’s positive attention.
Body language
Negative: Arms crossed, scowl on your face, not smiling.
Positive: Arms open, standing tall and confident and smiling
Eye Contact: Looking at the person is acknowledgement that you are listening. Do not roll your eyes.
Facial expressions: Worth a thousand words.
Gestures: Body language
Verbal Communication Skills
Heredity and environment are two strong factors affecting our ability to communicate. We learn certain language from our family which is influenced by the regions we live in as words are pronounced differently in regions of any country. Word meanings may also vary from one part of the country to another. Informal language is often used with family and friends and more formal language is used at work. Good communication is needed to be successful at school or at work. Communicating clearly requires active listening and clarity in expressing yourself both verbally and nonverbally. Barriers can impede good communication. Your self-esteem, emotional state and environment can affect the way messages are sent and received. Certain factors can get in the way of good communication, such as a closed mind, mixed messages and prejudice.
Effective verbal communication
Conversational manners: Be sensitive, tactful, honest without offending your clients and co-workers.
Grammar: Using the standard grammar will gain respect from your clients. Using slang will turn them off.
Inflection: Change in pitch or tone of voice
Power of what you say: Be sure to be knowledgeable about what you say to people.
Tone: Pleasant tone of voice communicates the idea that you want to express.

10. LISTENING SKILLS
SHOW
HEAR THE MESSAGE

11. LISTENING CONT.
MAINTAIN CONTACT
DO NOT INTERRUPT

12. SENSES USED IN COMMUNICATION
SIGHT
HEARING
TOUCH
SMELL

13. ANNOYING HABITS
TAPPING FINGERS
SIGHING
ROLLING EYES

14. MORE BAD HABITS BITING PENCIL TWIRLING PENCIL PLAYING WITH HAIR
BITING NAILS

15. SUBJECTIVE DATA
WHAT THE PATIENT TELLS YOU
CANNOT BE SEEN
SYMPTOMS

16. OBJECTIVE DATA
CAN BE SEEN OR MEASURED
DATA COLLECTED
SIGNS

17. 4 ELEMENTS THAT INFLUENCES COMMUNICATION
PREJUDICE
ATTITUDES
FRUSTRATIONS
LIFE EXPERIENCES

18. BARRIERS TO COMMUNICATION
LABELING
SENSORY IMPAIRMENT
TALKING TOO FAST
CULTURE

19. BARRIERS
PREJUDGING
ARGUING
STEREOTYPING
LANGUAGE DIFFERENCE

20. EFFECTIVE COMMUNICATION
SPEAK CLEARLY AND SLOWLY
USE TACT
BE POLITE
THE MESSAGE THAT IS SENT, GETS THROUGH

21. INEFFECTIVE COMMUNICATION
UNFAMILIAR WORDS
MUMBLING
SPEAKING TOO FAST
ATTITUDE
SARCASM
SLANG
IMPROPER GRAMMAR
TACTLESS
STEREOTYPING
DISRESPECT

22. 4 FACTORS THAT INFLUENCE TRANSMISSION OF MESSAGE
TONE AND PITCH OF VOICE
MESSAGE DELIVERED CLEARLY
RECEIVER UNDERSTANDS
DISTRACTIONS/INTERRUPTIONS

23. FACTORS TO AVOID INTERFERENCE
MESSAGE MUST BE CLEAR
MESSAGE MUST BE DELIVERED IN A CLEAR ,CONCISE MANNER
THE RECEIVER MUST BE ABLE TO HEAR AND RECEIVE THE MESSAGE
THE RECEIVER MUST BE ABLE TO UNDERSTAND THE MESSAGE
INTERRUPTIONS/DISTRACTIONS MUST BE AVOIDED

24. FIVE C’S OF COMMUNICATION
MESSAGE MUST BE:
CONCISE
CLEAR
COMPLETE
COHESIVE
COURTEOUS

26. HOW WE “HEAR” THE MESSAGE
70% NONVERBAL ( APPEARANCE, SKILL)
20% VOCAL ( THE WAY IT IS SAID)
10% VERBAL ( THE WORDS THAT ARE USED)

27. It Matters How You Say it!
What do you want me to do?

28. It Matters How You Say It!
What do you want me to do? (accusation)

29. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do?

30. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)

31. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do?

32. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)

33. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do?

34. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do? (Not him or her, but me)

35. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do? (Not him or her, but me)
What do you want me to do?

36. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do? (Not him or her, but me)
What do you want me to do? (Plea)

37. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do? (Not him or her, but me)
What do you want me to do? (Plea)
What do you want me to do?

38. It Matters How You Say It!
What do you want me to do? (accusation)
What do you want me to do? (anger)
What do you want me to do? (complaining)
What do you want me to do? (Not him or her, but me)
What do you want me to do? (Plea)
What do you want me to do? (Request for information)

40. THE END