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Chapter 5 Interpersonal Skills and Human Behavior

TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied Learning Approach 12 th edition. Chapter 5 Interpersonal Skills and Human Behavior. Types of Communication. Define , spell, and pronounce the terms listed in the vocabulary. Explain why first impressions are crucial.

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Chapter 5 Interpersonal Skills and Human Behavior

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  1. TEACH Lesson Plan Manual for Kinn’s The Medical Assistant: An Applied Learning Approach 12th edition Chapter 5 Interpersonal Skills and Human Behavior

  2. Types of Communication Define, spell, and pronounce the terms listed in the vocabulary. Explain why first impressions are crucial. Differentiate between verbal and nonverbal communication. Identify styles and types of verbal communication. Explain the different levels of spatial separation. Analyze the effect of hereditary, cultural, and environmental influences on communication. Lesson 5.1

  3. Types of Communication Discuss the value of touch in the communication process. Recognize the elements of oral communication using a sender-receiver process. Explain the value of active listening. Define and understand abnormal behavior patterns. Recognize commonly used defense mechanisms. Discuss the role of assertiveness in effective professional communication. Lesson 5.1

  4. First Impressions • Physical dress and appearance • Have a positive attitude • Show compassion • Always smile

  5. Verbal and Nonverbal Communication • Verbal communication • Uses words and sounds • Nonverbal communication • Uses body language, gestures, mannerisms, eye contact, facial expressions, posture, touch, etc.

  6. Verbal Communication • Always enunciate • Avoid using sarcasm and caustic remarks • Eye contact is critical • Always be professional • Words and sounds • Pitch • Tone of voice • Word choice

  7. Nonverbal Communication • Body language • Gestures • Mannerisms • Appearance • Self-esteem and confidence • Facial expressions

  8. Spatial Separation • Proxemics • Public space • Social space • Personal space

  9. Culture and Environmental Influences • Culture influences the need for individual space • Touch is appropriate in certain cultures • Boundaries include people backing up if you are too close

  10. Touch • No words required for accurate expression • Comforting • Sexual harassment • Always be careful and cautious

  11. The Process of Communication • Ease comfort • Develop trust • Be clear and concise • Transactional communication model (From Adler RB, Towne N: Looking Out, Looking In: Interpersonal Communication, San Antonio, 1996, Harcourt Brace.)

  12. Elements of Communication • Sender: encode message through channels • Receiver: decode message based on understanding • Noise • Feedback

  13. Listening • Important in all interpersonal relationships • Active listening • Paraphrasing • Patient-assistant relationship • Legally bound by confidentiality

  14. Warnings Against Advising a Patient • Not qualified to give advice • Patients make treatment decisions • You are an extension of physician • Accurate, professional communication • Never withhold information

  15. Observing Carefully • Keep eye contact • Look for signs of trouble • If crying, ask cause • Reassure patient of safety • Beware of abnormal behaviors • Use correct documentation

  16. Psychological Disorders • Some better understood than others • Treated with medications • Three treatment methods: • Psychoanalytic • Cognitive behavioral • Medical model

  17. Defense Mechanisms • Verbal aggression • Sarcasm • Rationalization • Compensation • Regression • Repression

  18. Defense Mechanisms, cont’d • Apathy • Displacement • Denial • Physical avoidance • Projection

  19. The Importance of Assertive Communication • Assertion can be productive • Receive promotions and achieve goals • Use at appropriate time • Can sometimes be seen as aggression

  20. Barriers to Communication in the Workplace Identify the roles of self-boundaries in the healthcare environment. List several ways to deal with conflict. Recognize communication barriers. Identify techniques for overcoming communication barriers. Differentiate between adaptive and nonadaptive coping mechanisms. Lesson 5.2

  21. Barriers to Communication in the Workplace Identify common stages that terminally ill patients go through and discuss the support that can assist them and their families during their struggle. Discuss using empathy when treating terminally ill patients. Identify resources and adaptations that are required based on individual needs. List and explain the levels of Maslow’s hierarchy of needs. Discuss why physical and emotional needs affect our daily performance at work. Lesson 5.2

  22. Resolving Conflict • Expect conflict • Allow expression of legitimate opinions • Listen to and consider opinions fairly and honestly • Don’t insist on being right all the time • Avoid judgment and placing blame

  23. Boundaries • Be aware of nonverbal signals • Indicate limit or extent • Prevent awkward situations • Do self-inventory • Passive-aggressive communication

  24. Barriers to Communication • Physical impairment • Language • Prejudice • Stereotyping • Perception

  25. Overcoming Communication Barriers • Treat every person as an individual • Understand all points of view • Discuss calmly • Respect others’ opinions

  26. Adaptive and NonadaptiveCoping Mechanisms • Adaptive • Offer some type of positive help • Nonadaptive • Negative in nature

  27. Death and Dying • Stages of grief • Denial • Bargaining • Anger • Depression • Acceptance

  28. Empathy and Terminally Ill Patients • Gentle touch and kind words communicate care • Carefully choose words and phrases • Asking questions is helpful

  29. Multicultural Issues • Isolated thinking • Everyone feels this way • Vast differences from country to country • Differences within same country • Stereotypes • Media influences our thinking

  30. Maslow’s Hierarchy of Needs • Physiologic needs • Safety and security • Love and belonging • Esteem and recognition • Self-actualization

  31. Adaptations Based on Individual Needs • Approval, acceptance, achievement • A good night’s sleep • Healthy nutrition • Positive relationships • Healthy self-esteem

  32. How Needs Affect Work Performance • Self-esteem • Self-improvement • Procrastination • Comfort zones • Fear of new things and the unknown

  33. Patient Education • Provide education to patients in a variety of formats • Always explain literature given • Ask patients to repeat instructions • Recognize emotional needs • Always ask questions

  34. Legal and Ethical Issues • All communication with patient must be professional and accurate • Never give advice unless approved by physician first • Always discuss patient care issues with the physician • Never agree to withhold information from the physician • Use excellent documentation skills

  35. Questions?

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