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Interpersonal Communication

4. Interpersonal Communication. Learning Outcomes. 4.1 Identify elements and types of communication. 4.2 Relate communication to human behavior and needs. 4.3 Categorize positive and negative communication. Learning Outcomes (cont.).

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Interpersonal Communication

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  1. 4 Interpersonal Communication

  2. Learning Outcomes 4.1 Identify elements and types of communication. 4.2 Relate communication to human behavior and needs. 4.3 Categorize positive and negative communication.

  3. Learning Outcomes (cont.) 4.5 Carry out therapeutic communication skills. 4.6 Use effective communication strategies with patients in special circumstances. 4.7 Carry out positive communication with coworkers and management.

  4. Introduction • Medical assistants must • Recognize human behaviors • Communicate effectively • Professionally • Diplomatically • Recognize obstacles that affect communication

  5. Elements of Communication • Communication circle • Message • Source • Receiver

  6. Elements of Communication (cont.) • Feedback • Verbal or nonverbal • Verification of understanding • Noise • Sounds • Physical or emotional discomforts

  7. Apply Your Knowledge What are the elements of the communication circle and what can cause interference in the process? ANSWER: The elements are: message, source, and receiver. Noise can interfere with the communication circle. Good!

  8. Human Behavior and Needs • Different personality types – require different communication styles • Humanistic role in the healthcare process • Attention • respect

  9. Developmental Stages of the Life Cycle • Infant • 0 to 1 year old • Trust vs. mistrust • Toddler • 2 to 3 years old • Autonomy vs. shame and doubt • Preschooler • 3 to 6 years old • Initiative vs. guilt

  10. Developmental Stages of the Life Cycle (cont.) • School age • 7 to 12 year old • Industry vs. inferiority • Adolescence • 12 to18 years old • Ego identity vs. role confusion

  11. Developmental Stages of the Life Cycle (cont.) • Young adult • 20s • Intimacy vs. isolation • Middle adult • Late 20s – 50s • Generativity vs. stagnation • Old Adult • 60s and older • Integrity vs. despair

  12. Maslow’s Hierarchy of Human Needs Self-actualization Esteem Love/Belonging Safety Physiological

  13. Maslow’s Hierarchy (cont.) • Deficiency (basic) needs • Physiological • Safety • Love/belonging • Esteem • Self-actualization

  14. Human Behavior and Needs • Considering patient’s needs • Determine area of deficiency • Adjust communication style

  15. Apply Your Knowledge You can communicate with all people in the same way. Is this statement true or false, and why? ANSWER: The statement is false. Not all people are at the same place on Maslow’s hierarchy of human needs. To communicate effectively with a person, you need to understand what he or she is deficient in. For example, you would use different communication styles when talking to a homeless person who may have psychological and safety needs than when talking to an elderly person who is lonely and depressed due to the recent loss of his or her spouse. Good Answer!

  16. Types of Communication • Positive or negative • Verbal or non-verbal • Written

  17. Positive Verbal Communication • Communication promotes the patient’s comfort and well-being • Sets the stage • Examples

  18. Negative Verbal Communication • Curb negative communication habits • Pay attention to others in service-oriented workplaces

  19. Nonverbal Communication • Body language • Facial expression • Eye contact • Posture

  20. Nonverbal Communication (cont.) • Touch • Personal space

  21. Apply Your Knowledge YEA! Mr. Garcia comes to the desk to check in and asks if he will be seen on time. The receptionist continues with her paperwork, points to the sign-in sheet, and tells Mr. Garcia: “Just sign in. The doctor will be with you when he can.” Explain why this is an example of negative communication. • ANSWER: This is an example of negative communication because the receptionist: • Did not stop what he or she was doing – was not friendly or attentive • Did not greet Mr. Garcia or make eye contact with him • Did not give a satisfactory answer to Mr. Garcia’s question • Did not make sure Mr. Garcia understood when he would be seen

  22. Improving Your Communication Skills • Listening skills • Interpersonal skills • Assertiveness skills

  23. Listening Skills • Passive listening • Active listening

  24. Improve Listening Skills • Prepare to listen • Relax and listen attentively • Maintain eye contact • Maintain personal space • Think before you respond • Provide feedback

  25. Interpersonal Skills • Warmth and friendliness • Empathy • Respect

  26. Interpersonal Skills (cont.) • Genuineness • Openness • Consideration and sensitivity

  27. Assertiveness Skills (cont.) • Assertive • Open • Honest • Direct • Aggressive • Bossy • Quarrelsome • Manipulative

  28. Apply Your Knowledge What is the difference between being aggressive and being assertive? ANSWER: Assertiveness means standing by your principles while showing respect for others. You trust your instincts, feelings, and opinions and act on them. An aggressive person tries to impose his or her own position on others or tries to manipulate them. He or she is bossy, may be quarrelsome, and does not consider another’s feelings, needs, thoughts, ideas, or opinions. Good Answer!

  29. Therapeutic Communication Skills • Being silent • Accepting • Giving recognition • Offering self • Giving a broad opening

  30. Therapeutic Communication (cont.) • Offering general leads • Making observations • Encouraging communication • Mirroring • Reflecting

  31. Therapeutic Communication (cont.) • Focusing • Exploring • Clarifying • Summarizing

  32. Ineffective Therapeutic Communication • Reassuring • Giving approval • Disapproving • Agreeing/disagreeing • Advising

  33. Ineffective Therapeutic Communication • Probing • Defending • Requesting an explanation • Minimizing feelings • Making stereotyped comments

  34. Defense Mechanisms • Adaptive • Nonadaptive

  35. Defense Mechanisms (cont.) • Compensation • Denial • Displacement • Dissociation • Identification • Introjection • Projection • Rationalization • Regression • Repression • Substitution

  36. Right! Apply Your Knowledge Check those of the following that are therapeutic? Probing Defending Making Observations Giving a broad opening Disapproving ANSWER: Reassuring Offering self Mirroring Being silent Giving approval Accepting      

  37. Communicating in Special Circumstances • Some special circumstances inhibit communication • Heightened emotions • Cultural differences • Impairment or disability • Terminal illnesses

  38. The Anxious Patient • May not listen well or pay attention to what you are saying • Observe for signs • Acknowledge • Identify source • Use communication skills

  39. The Angry Patient • Reasons for anger • Do not take personally • Goal ~ help refocus to solve problem

  40. Patients of Other Cultures • Unique beliefs, attitudes, values, use of language and world views • Avoid stereotyping • Avoid generalization

  41. Communicating in Special Circumstances • Cultural differences • Language barriers

  42. Communicating in Special Circumstances • Limited reading skills • Cultural competence

  43. The Patient Who is Mentally or Emotionally Disturbed • Determine what level of communication the patient can understand • Suggestions • Remain calm if the patient becomes agitated or confused • Avoid raising your voice • Avoid appearing impatient

  44. Terminally Ill Patients • Respect rights • Treat with dignity • Kübler-Ross’s Stages of Dying • Denial • Anger • Bargaining • Depression • Acceptance

  45. Patient’s Families and Friends • Acknowledge family members and friends • Keep them informed about patient’s progress • Remember to protect patient confidentiality

  46. The Patient With AIDS or the Patient Who is HIV-Positive • Stigma of disease • Have accurate information about the disease and the risks involved • Provide human contact and treat with dignity

  47. Apply Your Knowledge What can you do to better communicate with the anxious patient? ANSWER: Identify signs of anxiety, acknowledge the patient’s anxiety, identify possible sources of the anxiety, ease any physical discomfort, and create a climate of acceptance and trust. Use appropriate communication skills: do not belittle the patient’s thoughts and feelings, be empathetic to the patient’s concerns. Help the patient recognize and cope with the anxiety. Right!

  48. Communicating with Coworkers • Positive communication • Develop rapport • Rules for the medical office • Use proper channels • Have a proper attitude • Plan an appropriate time for communication

  49. Communicating with Management • Keep supervisor informed • Ask questions • Minimize interruptions • Show initiative

  50. Dealing With Conflict • Do not feed into negative attitudes • Be personable and supportive of coworkers • Do not judge or stereotype others • Do not gossip • Do not jump to conclusions

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