1. 5 Communication: Verbal and Nonverbal Lesson 2:
Communication Techniques

2. 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

3. 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

4. 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

5. Listening Skills
Active listening
Passive listening 5

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

7. 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

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

9. 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

10. 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

11. 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

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

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

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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. Defensive Behaviors Compensation Denial Displaced anger Dissociation
Introjection
Projection 21

22. Defensive Behaviors Rationalization Regression Repression Sublimation22

23. 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

24. 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

25. Questions? 25