PCM Successful Communication Lecture Notes PDF

Level 1 - Semester 1 PCM LECTURE (9) SUCCESSFUL COMMUNICATION DR ZIAD MAHANA  PCM LECTURE - 3 0 SucceSSful communication...

Level 1 - Semester 1 PCM LECTURE (9) SUCCESSFUL COMMUNICATION DR ZIAD MAHANA  PCM LECTURE - 3 0 SucceSSful communication Definition D EFINITION OF T HE C OMMUNICATION P ROCESS ❶ A process by which information is exchanged between individuals through a common system of symbols, signs, or information. ❷ The process by which we relate & interact with other people. ❸ A mutual process between 2 sides (Dialogue) not a one sided monologue.  It includes: ① Listening and understanding with passion & respect. ② Expressing views & ideas + Passing information to others in a clear manner. Aim of communicAtion  Communication is a DYNAMIC PROCESS ▪ Through this process we convey information (thought or feeling) to someone else so that it is received & understood. How it is received depends on a set of events, stimuli, that person is exposed to How you say what you say plays an important role in communication Dr. Ziad Mahana 1  PCM LECTURE - 9 model of communication  How does the communication process work? ❶ Sender ▪ This is the person that is delivering a message to a recipient. ❷ Message ▪ This refers to the information the sender is relaying to receiver. ❸ Channel of communication ▪ The transmission or method of delivering message. ▪ The interpretation of message. ❹ Decoding Decoding is performed by receiver ❺ Receiver ▪ The person receiving the message. ▪ In some instances, the receiver might have feedback or a ❻ Feedback response for the sender. ▪ This starts an interaction. PrinciPles of communication  Communication is a series of learned skills which is based on 3 pillars: ① Accuracy. ② Efficiency. ③ Supportiveness. All combine to contribute to effectiveness of communication Dr. Ziad Mahana 2  PCM LECTURE - 9 How do we communicate? types of communication ❶ SPOKEN WORD & LISTENING  People understand what we are trying to convey.  Always remember the acronym KISS “Keep It Short & Simple” Dr. Ziad Mahana 3  PCM LECTURE - 9 ❷  Communication: ✘ Without using written or spoken words. ✔ but using voluntary or involuntary non-verbal signals.  Examples: ▪ Smiling ▪ Sneering ❶ Facial expressions ▪ Frowning ▪ Yawning ▪ Waving ▪ Using fingers ❷ Gestures ▪ Pointing ▪ Comfortably looking at eyes ▪ Raising eyebrows ❸ Eye contact ▪ Staring ▪ Rolling ▪ Blinking ▪ Sitting erect ▪ Folding arms ❹ Body posture ▪ Slouching ▪ Legs crossing ▪ Arm crossing ▪ Rate ▪ Volume ❺ Paralanguage ▪ Rhythm ▪ Tone ▪ Prosody ▪ Pitch of voice ❻ Distance ▪ Personal space between two people while communicating ▪ Pat on the back/shoulders ▪ Pushing ❼ Touch ▪ Hugging ▪ Hand shake ▪ Color ▪ Hairstyle ❽ Appearance ▪ Clothing Dr. Ziad Mahana 4  PCM LECTURE - 9 Dr. Ziad Mahana 5  PCM LECTURE - 9 Notes ⎚ All communication methods are important but the spoken word is the most common used. Why we should train our self for effective communication?  About 70 % of all our communication efforts are: ▪ Misunderstood ▪ Disliked ▪ Misinterpreted ▪ Distorted ▪ Rejected ▪ Or Not heard  Even when using the same language & within the same culture. communication & meDicine  Recently learning communication skills & evidence-based practice have become the cornerstones of modern medicine.  Doctors cannot practice medicine without effective communication skills & need to learn essentials of good communication more than other professionals…  Because patients are humans with sensitive needs.  Poor communication causes a lot of medicolegal & ethical problems.  DOCTORS NEED COMMUNICATION TRAINING TO: ❶ Acquire knowledge of the basic features of verbal and non-verbal communication. ❷ Learn how to take a medical history from patients and relatives. ❸ Know about illness behavior, physician and patient roles, and relevant cultural beliefs. Learn how to draw up a plan for interview, open & close interviews, ❹ explain purpose & summary. ❺ Know how to communicate with patients who have a learning disability. Gain further experience of doctor-patient communication with different types of patients ❻ (e.g. male, female, different social & ethnic groups, school age children & elderly people). ❼ Learn the basic principles of clinical problem solving. Dr. Ziad Mahana 6  PCM LECTURE - 9 How medical Communication is done?  The medical interview is the most common communication usually encounter between doctor and patient.  IT CAN BE CLASSIFIED ACCORDING TO THE PURPOSE OF THE INTERVIEW INTO 4 TYPES: ❶ History taking. ❷ Breaking bad news. ❸ Consultations. ❹ Obtaining informed consent.  BUT OTHERS TYPE OF COMMUNICATIONS IS NECESSARY LIKE WITH: ▪ Nurses & auxiliary staff. ▪ Reporting research findings. ▪ Colleagues. ▪ Talking to the media. ▪ Administrators. ▪ Public and legislature. ▪ Evidence in court. Barriers to effective communication ▪ Some clinicians focus often on relieving patients' bodily pain, less often on ❶ PERSONAL ATTITUDES their emotional distress, seldom on their suffering). ▪ Some view suffering as beyond their professional responsibilities. ❷ LANGUAGE. ❸ TIME MANAGEMENT. ❹ WORKING ENVIRONMENT. ❺ IGNORANCE. ❻ HUMAN FAILINGS (TIREDNESS, STRESS). ❼ INCONSISTENCY IN PROVIDING INFORMATION. Dr. Ziad Mahana 7  PCM LECTURE - 9 How to be an active listener ? (Active listening skills ) ❶ Focus on what is being said. ❷ Repeat back. ❸ Face the speaker and make eye contact. ❹ Nod your head. ❺ Talk after the speaker finish Identify key words that might sum up how the person’s feeling ❻ (Frightened - Scared - Lonely - A Bit Down – Pain – Discomfort – Worried). Dr. Ziad Mahana 8