Communication Skills PDF

Communication Skills Dr.Maram Alagla BDS, DScD  WHAT does MEAN? 01 WHAT DOES COMMUNICATION MEAN? Definition communication is described as ‘The transmission or exchange of information, knowledge, or ideas, by means of speech, writing, mechanical or electronic media’ (OED...

Communication Skills Dr.Maram Alagla BDS, DScD  WHAT does MEAN? 01 WHAT DOES COMMUNICATION MEAN? Definition communication is described as ‘The transmission or exchange of information, knowledge, or ideas, by means of speech, writing, mechanical or electronic media’ (OED, 2019). WHAT DOES COMMUNICATION MEAN? Communication is a process WHAT DOES COMMUNICATION MEAN? Communication is a process WHAT DOES COMMUNICATION MEAN? Our ultimate goal Is to achieve effective communication ▪ Effective communication: means that the message is received, understood, and acted on in the desired manner.  02 THE VALUE OF EFFECTIVE COMMUNICATION IN CLINICAL PRACTICE THE VALUE OF EFFECTIVE COMMUNICATION IN CLINICAL PRACTICE ▪ Improve dentist-patient relationship ▪ Achieve accurate diagnosis ▪ More appropriate treatment decisions ▪ Better compliance and cooperation ▪ Better treatment outcome ▪ Increase patient and dentist satisfaction ▪ Reduce the incidence of medical mistakes and malpractice suits  COMPONENTS OF EFFECTIVE COMMUNICATION 03  Verbal Non-Verbal communication communication Componentsof Paraverbal Effective communication communication COMPONENTS OF EFFECTIVE COMMUNICATION 1. Verbal communication ▪ Verbal component deals with the content of the message including selection of the words. ▪ It includes information about the nature, causes, course and prognosis of the disease and various treatment options available. COMPONENTS OF EFFECTIVE COMMUNICATION 1. Verbal communication How to deliver effective verbal messages? COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication ▪ It contributes more than 50% of the total message delivered. COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms I. Kinesics (or body movements) II. Proxemics (or closeness/personal space) III. Eye contact IV. Posture V. Haptics (Touch) VI. Facial expressions COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms I. Kinesics (or body movements) - Hand gestures - Body language - Head movements Nodding can communicate attention, respect and agreement COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms II. Proxemics (or closeness/personal space) ▪ This is the measure of physical distance between people when they communicate. ▪ Tip: sit at the same level as patient and do not sit too close or too far 0.5 1.2 3.6 7.6 M M M M COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms Conversation Treatment and and discussion examination II. Proxemics (or closeness/personal space): ▪ This is the measure of physical distance between people when they communicate. ▪ Tip: sit at the same level as patient and do not sit too close or too far COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms III. Eye contact - Maintain comfortable eye contact without staring - Eye contact communicates your attention, respect, interest and focus on the other person. - Frequent glancing at the clock/phone communicate disrespect and lack of interest. - If the patient is looking away when responding or failing to make eye contact, it likely signals nervousness or lack of trust. COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication: Forms IV. Posture - The way that you sit, stand and walk. - For effective communication lean forward with open body posture. - Avoid poor posture (slumped shoulders suggest a lack of confidence, which may undermine professional credibility). COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication V. Haptics (Touch) -Physical contact with patients by health care providers has been found to benefit the patients by reducing their fearful or avoidant reactions. - Reassuring touch could be used to reduce children's anxiety and improve their behavior. - In some situation touch might be inappropriate (culturally unacceptable): e.g. opposite gender. COMPONENTS OF EFFECTIVE COMMUNICATION 2. Non-Verbal communication VI. Facial expressions: - Smile: It is important to smile when greeting your patient A genuine smile (with eye contact) also communicates → confidence. - Furrowing your eyebrows while treating the patient may indicate to the patient an area of concern or perhaps something is not going as planned. COMPONENTS OF EFFECTIVE COMMUNICATION 3. Paraverbal communication Account for about 38% of what is perceived and understood by others. Include the tone, pitch, volume and pacing of our voice Clearly spoken words, delivered at an unhurried pace and a moderate tone of voice, tends to communicate warmth and self-confidence 04 HOW EFFECTIVE COMMUNICATION CAN BE INTEGRATED INTO CLINICAL WORK? HOW EFFECTIVE COMMUNICATION CAN BE Framework for Communication (SEGUE) INTEGRATED INTO CLINICAL WORK? 1 Step 1: Set the stage Step 2: Elicit Information Step 3: Give information Step 4: Understand patient’s perspective Step 5: End the encounter  ▪ Greet the patient appropriately 01 Set the stage ▪ Establish reason for visit (S) “What can I do for you today?” ▪ Outline an agenda for the visit ▪ Make a personal connection during visit ▪ Maintain the patient’s privacy  ▪ Elicit patient’s view of health problems 02 Elicit Information ▪ Explore physical/physiological factors ▪ Explore psychosocial/emotional (E) factors ▪ Discuss antecedent treatments ▪ Discuss how health problem affects patient’s life  ▪ Avoid leading questions (phrased in a way that suggests 02 Elicit Information the desired answer ) (E) E.g. “You’re not having severe pain, are you?” ▪ Instead, ask open-ended questions “What kind of problems have you been experiencing? Start interview with these type of questions  ▪ Give patient opportunity/time to talk 02 Elicit Information HELPFUL ▪ Listen and give complete attention ▪ Check/clarify information TECHNIQUES ▪ Silence (E) Signal to patient that you want to hear more In situations where patient does not provide enough information  ▪ Explain the rationale for diagnostic 03 Give Information procedures ▪ Teach the patient about his/her body and situation (G) ▪ Encourage the patient to ask questions ▪ Adapt to the patient’s level of understanding ▪ Utilize the 7 Cs of communication  Understand 04 Patient’s ▪ Acknowledge patient’s accomplishments/progress/challenges Perspective ▪ Acknowledge waiting time (U) ▪ Express care, concern, empathy ▪ Maintain respectful tone  End the 05 Encounter ▪ Ask if there is anything else the patient would like to discuss (E) ▪ Review next steps with patient RECOMMENDED REFERENCES 01 Book: Behavior and Medicine (6th edition), Chapter 16 Articles: 02 1.How can doctors improve their communication skills? Ranjan, Piyush, Archana Kumari, and Avinash Chakrawarty. " Journal of clinical and diagnostic research: JCDR 9.3 (2015): JE01. 2.Patient-physician communication: why and how. Travaline, John M., Robert Ruchinskas, and Gilbert E. D'Alonzo Jr. Journal of the American Osteopathic Association 105.1 (2005): 13. THANK YOU Any questions? [email protected]