1. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 8 Applying Communication Skills

2. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Critical Thinking Skills Also referred to as problem-solving skills or analytical skils Critical thinking process – Decide what you think and why you think it – Seek other views and evidence (develop arguments using supportive evidence) – Decide which view is most reasonable

3. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Steps in Problem Solving 1.Determine what the problem is and write it down. 2.Ask if there is a problem chain or a series of events that is a contributor. 3.Gather facts and ideas to help you decide what to do about it. 4.Use analytical and creative thinking. List your decisions and what you think their outcome will be. 5.Prioritize your decisions and begin testing them one by one until results are satisfactory to you and others concerned.

4. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Patients Communication is a skill that will set you apart from others Communication skills take time to develop

5. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Positive Communication Tips Maintain eye contact and use a warm and friendly greeting Comment on something the patient is wearing or a common interest or current event Listen and take an active interest in what the patient is saying Be friendly, open, confident, and caring Ask open-ended questionsBe confident

6. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Special Populations Communicating with Special Needs Patients – Requires unique and individually tailored methods to communicate instructions – Reflective communication (acting as a verbal “mirror”) can be especially helpful for any patient requiring special attention Communicating with Culturally Diverse Patients – Understand and respond with sensitivity to the needs and preferences of diverse patients – Incorporate cultural diversity awareness into your routine when performing your duties

7. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Special Populations Communicating with Pediatric Patients – Children are not just “small adults” and require a much different approach than with adult patients – Use the encouragement, empathy, enlistment, and education to engage the child in health care matters – Use appropriate terminology

8. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Special Populations Communicating with Geriatric Patients – The normal aging process involves: Sensory loss Decline in hearing or memory Retirement from work Separation from family/friends – These affect the geriatric patient in the ability to communicate effectively

9. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Special Populations Communicating with Families – Take caution to respect the patient’s privacy when discussing health care issues with family members – Do not relay information to the patient or family that the physician has not directed you to do so.

10. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with Special Populations Communicating with Difficult or Uncooperative Patients – The best approach is to hold off any negative judgments and try your best to accommodate the requests – Steps to diffuse and resolve the matter: Let the patient vent Avoid getting trapped in negative feelings Express empathy to the patient Begin problem solving Mutually agree on the solution Follow up

11. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Patient Education Can include verbal instructions, printed materials, or electronic formats Steps in providing patient education – Assess the patient’s ability to comprehend the instructions – Use reflective communication skills – Provide a written copy of the educational materials for the patient Document patient education sessions

12. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Patient Advocacy Advocates promote and protect the rights of patients, frequently through a legal process – Advocates assist patients on any matter affecting their health, legal, or financial status Patients are also represented in response to health care, insurance matters, prescription drug coverage, DMV, and matters with large health care institutions

13. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating with the Health Care Team Will be in a variety of methods – Verbal, written, and electronic All communications should be respectful and professional – There is a difference between being assertive and aggressive Communicating effectively with all members of the team is fundamental to job performance

14. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Medical Office Roles and Responsibilities Coordinating a medical office requires great skill – There are multiple layers of policy, regulation, and personalities that effect the day-to-day operations – Each member of the staff has a unique set of values, principles, and standards to offer Mutual respect and trust will enhance the teamwork and efficiency

15. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communication Methods in the Office Intraoffice Communication Participating in Staff Meetings Performance Reviews as an Avenue for Communication – Employers are always aware of an employee’s behavior. A person’s attitude shows at all times.