1. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 7 Verbal and Nonverbal Communication

2. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. The Communication Process

3. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communication Styles Important to identify and adapt to the communication styles of others – Visual: learn best by seeing pictures or writing – Auditory: learn best by hearing – Kinesthetic: think in terms of terms of sensations or feeling, and often move their hands when talking, and respond physically as well as verbally

4. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communication Barriers Barrier: Anything that gets in the way of clear communication

5. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communication Barriers Three common barriers – Physical disabilities – Psychological attitudes and prejudice – Cultural diversity

6. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Active Listening Giving attention to the persons trying to communicate with you and taking an active interest – Examples: repeating words and phrases, giving approving or disapproving nods Signals to the sender that you are hearing and following what is being said

7. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. The Importance of Perception Being aware of one’s own feelings and the feelings of others A skill acquired with experience and practice Being attentive to the needs of others and your surroundings will improve your perception skills Anticipating the needs of others is a part of perception that will enhance your effectiveness

8. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Nonverbal Communication Communicating without using any form of speech It is possible to contradict a verbal message by using incongruous nonverbal communication Body language – A complex communication process – Involves unconscious use of posture, gestures, and other forms of nonverbal communication

9. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Types of Nonverbal Communication Appearance Facial expression Eye contact Gestures Distance Silence A Note About Distance: – For a personal conversation, the accepted space is 1.5 to 4 feet – For social conversation, the accepted space is 4 to 12 feet – In a public setting, the space can be 12 to 25 feet

10. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Therapeutic Touch and Relationships A comforting touch helps patients feel that you care and gives them a sense of security and acceptance A handshake is a sign of friendship A hug can convey feelings of warmth and affection – Only if you are certain of the acceptable boundaries expressed by the patient or by office protocol Be sensitive to the patient’s reaction when touching is involved

11. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Communicating Emotional Space Common questions used to find out the emotional states of patients: – “What seems to be the problem today?” – “What brings you here to see the doctor today?” – “Can you tell me about the problem you seem to be having?” – “Can we talk about what has been giving you concern that brings you in to see the doctor?”

12. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Maslow’s Hierarchy of Needs

13. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Maslow’s Hierarchy of Needs The first four are grouped together as “deficit needs” – Physiological – Basic survival needs – Safety – Stability – Belongingness and Love – Being with someone or a group – Esteem – Respect, self-respect, confidence, and independence The fifth and highest level: Self-Actualization

14. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Kübler-Ross’ Stages of Grief 1.Denial 2.Depression 3.Bribery 4.Anger 5.Resolution

15. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Defense Mechanisms Why we use defense mechanisms – To deal with unpleasant and socially unacceptable circumstances or behaviors – To help make an emotional adjustment in everyday situations Everyone uses various defense mechanisms from time to time, but habitual use can result in negative feelings or outcomes

16. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Types of Defense Mechanisms RepressionCompensation SuppressionTemporary Withdrawal DisplacementDaydreaming ProjectionMalingering RationalizationDenial IntellectualizationRegression SublimationProcrastination

17. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Coping Skills Can be positive (adaptive) or negative (nonadaptive) – Positive coping will help you through situations as nearly the same level as those who do not have the disadvantage – Negative coping skills may provide short term relief or distraction, but can ultimately worsen the circumstance

18. Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Self Awareness MAs have many opportunities daily to observe patients’ mental and emotional states These observations have a direct influence on MA behaviors, which in turn directly influence overall health