4 What is Communication?Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning."sending, giving, or exchanging information and ideas.
5 Communication requires a sender, a message, and an intended recipient.
10 ListeningPatients appreciate & respond positively to the doctor who listens carefully;Active or effective listening is the most difficult skills to acquire.
11 Hearing & ListeningHearing is noting that someone is speaking, just one stage of listening.Listening, is making sense of what is heard and requires to constantly pay attention,interpret, and remember what is heard.Hearing is passive; listening is active.
12 Important of Listening:- 80 % TOP EXECUTIVES BELIVES IT AS MOST IMPORTANT SKILLSTRENGTHENS ORGANIZATIONAL RELATIONSHIPSCREATES OPPORTUNITIES OF INNOVATION
13 “The main remarks made by patients in the PHC centers in Riyadh was that: “physicians were not listening enough to their complaints.”( Saeed 2001)
14 Ways to improve listening: 1. Make Eye Contact2. Use Affirmative Nods and Appropriate Facial Expressions3. Avoid Distracting Actions or Gestures4. Ask Questions5.Taking notes;
15 Ways to improve listening 6. Asking the speaker to repeat or clarify;7. Paraphrase8. Do Not Talk Too Much9. Summarising
16 Passive Listening?? ACTIVE LISTENING AVOID OR TURN OFF ANY BIASES OR FILTERS TO TRUALY HEAR & UNDERSTAND THE SPEAKERS MESSAGEENCOURAGE SPEAKERS WITH POSITIVE BODY LAUNGUAGEPassive Listening??
17 ACTIVE LISTENING LISTENING/RECEIVING / RESPONDING PHYSICALLY HEARING THE MESSAGE & ACKNOWLEDGING IT
18 Key Features of Active Listening: Gathering & retaining the information;Understanding the implications to the patient;Responding to verbal & non-verbal cues;Pay attention & try to understand.
19 ACTIVE LISTENING…(cntd…) 3. Use Non-verbal Communication:Smile,Gestures,Eye contact,Your posture.
20 ACTIVE LISTENING…(cntd…) 4. Give FeedbackRemember that what someone says and what we hear can be amazingly different.Repeat back or summarize to ensure that you understand.Restate what you think you heard and ask, "Have I understood you correctly?"
21 Techniques to improve listening skills SUMMARIZEPull together the main points of a speakerPARAPHRASERestate what was said in your own wordsQUESTIONChallenge speaker to think further, clarifying both your and their understanding
22 Techniques to improve listening skills Facilitation;Clarification;Reflection;Helping the patient to be relevant;Silence;SignpostingSummarising.
23 Practice Paraphrasing Paraphrasing is simply restating what another person has said in your own words.Use phrases such as:In other words…I gather that…If I understand what you are saying…What I hear you saying is…Pardon my interruption, but let me see if I understand you correctly…
24 Demonstrating Active Listening Appropriate use of eye contact;Posture ( sitting forwards facing the patient);Nodding your head & saying “ hum – go on.Asking questions directly related to the patient’s last statement.
25 Task 1Demonstration of active and passive listening in 2 different topics discussion.