Communication Skills I, 2024, 2nd Year - PDF

Communication Skills I& II Dr. ZENAT KHIRED Orthopedic Consultant HIP and KNEE ARTHROPLASTY [email protected] Faculty of Medicine 2024-2025  Objectives By the end...

Communication Skills I& II Dr. ZENAT KHIRED Orthopedic Consultant HIP and KNEE ARTHROPLASTY [email protected] Faculty of Medicine 2024-2025  Objectives By the end of this lectures the students will be able to: Define the communication and its processes Differentiate the verbal and non-verbal communications Explain the important of effective communication Describe the elements of the communication process Describe the obstacles to successful communication Differentiate types of doctor-patient relationships Faculty of Medicine 2024-2025  What Is Communication? Communication is the art and process of creating and sharing ideas. Effective communication depends on the richness of those ideas The Importance of Communication ( In a survey conducted by the Katz Business School at the University of Pittsburgh ) The communication skills as the most important factor used in selecting the staff. The study found that oral and written communication skills were important in predicting job success. Faculty of Medicine 2024-2025  What Are Communication Skills? Communication skills are the tools that we use to remove the barriers to effective communication The Communication Process The communication process involves: Source Message Encoding Channel Decoding Receiver Feedback Context  Effective Medical Communication Communication has a content, process, and perception. The Shannon–Weaver Bi-directional Model of Communication is among the old, but still popular in the health care setting because of its simplicity  Perspectives in Communication Our individual perceptions are the filter through which we communicate with others Visual Perception These filters can be visual, as in the famous example in Figure. What do you see when you look at the picture? A young woman or an old crone? Both perspectives are possible, and both are valid!!.  Visual Perception The Two Perspectives Perspectives in Communication Language How many times have you received an email that seemed to have a certain ‘tone to it,’ and that perception of tone colored the way that you might have responded? [The same words can have very different meanings depending on how we interpret them]  Other Factors Affecting Our Perspective Factors that can affect our perspective Feelings Past Experiences Two ways in which your feelings can influence your communication with another person e.g you got nervous the last time you gave a presentation⇢ so You start out even more -The first simply refers to the way that you feel nervous on your next presentation on a given day Prejudices -The second aspect related to feelings refers to how you feel about a specific person. Occur when we take an isolated experience with one type of person and then act as if all Environment encounters in the future with people of the All of us communicate differently in different same type or with the same characteristics will environments. result in the same experience  Communication Styles - Communication style refers to the choices we tend to make when communicating to others. - It involves two basic dimensions: the assertiveness level of our communication and the emotiveness level of our communication.  Basic Listening Skills Becoming an Active Listener Pay close attention. Demonstrate physically that you are listening. Check for understanding. Don’t interrupt! Respond Appropriately. Faculty of Medicine 2024-2025  Face to Face Communication ❖Tone of Voice ❖Body Language ❖Words  VERBAL COMMUNICATION The least impactful element in face- Questioning. The main types of to-face communication questioning are: {it’s not what you say, it’s how you -Open-ended questions. say it that counts} -Closed-ended questions VERBAL COMMUNICATION PROCESS Preliminary communication. Reinforcement Effective listening. Questioning.  NONVERBAL COMMUNICATION > 90% of the Communication between two people occurs through the nonverbal band ASPECTS OF NONVERBAL COMMUNICATIONS Nonverbal communication is a universal language, with some nonverbal signals having Body language or body different meanings in different cultures. movements It include: Facial expression - facial expressions, Body postures - tone of the voice and gestures Gestures - body language. Eye contact It is important to understand how to use Giving and receiving feedback nonverbal communication to communicate effectively and avoid misunderstanding signaling 'turn' to speak Positive and negative body language Positive Negative -Maintaining eye contact with the person -Not looking at a person when speaking. to whom you are speaking. -Rocking backwards and forwards. -Smiling (if appropriate). -Scratching. - Sitting squarely on a chair, leaning -Continually clearing your throat. slightly forward -Fiddling with hair, ear lobes, jacket, -Nodding in agreement. glasses, etc. -A firm handshake. -Picking at fingers or finger nails. -Presenting a calm exterior. -Yawning. - Looking interested. -Repeatedly looking at your watch or a clock in the room. -Standing too close to others. -Inattention to a person who is speaking  Nonverbal communication Appearance Paralanguage Closeness and personal space Volume The four main categories of proxemics, Pitch these zones are affected by factors such as culture, status, role, etc. Pace Intimate Distance (touching to 45 cm) Rhythm Personal Distance (45 cm to 1.2 m) Articulation/ Pronnciation Social Distance (1.2 m to 3.6 m. Public Distance (3.7 m to 4.5 m). Environment A clinic should be coloured in relaxing colours, clean, well- organized. ROLE OF NONVERBAL CUES Tips for reading nonverbal Most of the time, we attribute the communication meaning of words, not from the Pay attention to words themselves but from the inconsistencies. nonverbal communication Look at nonverbal Nonverbal cues can play five roles: communication signals as a Repetition group. Contradiction: Trust your instincts. Substitution. Complementing Accenting Faculty of Medicine 2024-2025 How to Improve Non-verbal Communication Maintain eye contact while speaking. Use pleasant facial expressions like a gentle smile. Use proper gestures to complement your speech. Do not point fingers while talking. Mind your posture. Be conscious of personal space. Beware of your voice tones and sound. Be neatly dressed and well groomed. Obstacles to Effective Non-verbal Communication Different factors such as Old people in nursing homes -culture tend to less frequently communicate with hands than -gender with facial expressions, head -generation movements. Identifying and improving non- verbal -context, communication may actually improve the verbal exchange -collegiality between physician and older -self-disclosure patients -reciprocity  HOW SMART PHYSICIANS COMMUNICATE Smart physicians - understand the importance of nonverbal communication - understand more clearly what their patients are really saying - ensure consistency between their verbal and nonverbal messages - When a patient sends a message with conflicting verbal and nonverbal information, believes the nonverbal information - pick up non-verbal cues and use them to facilitate communication  How to convey illness diagnosis and health education to a patient Organized and limited (5-7 message role or less) Briefly introduce what you are going to explain Prioritize and categorize information. Watch the pace, check repeatedly for the patients understanding Feelings, take Ask the patient about his/her knowledge of feedback.(avoid lecturing) the illness or condition Give the patient opportunity to ask questions. Summarize to the patient what you have Listen to the patient with empathy explained to him/her Give hope and support Faculty of Medicine 2024-2025  Only 7% of doctors actively encouraged their patients to elaborate. 13% listen passively 81% make no effort to listen and interrupt their patients. The conclusion here is that patients are keen to disclose their own thoughts and feelings which doctors unfortunately ignore! (Tuckett et al., 1985) Faculty of Medicine 2024-2025  TYPES OF DOCTOR-PATIENT RELATIONSHIPS 1. Default – Patient and doctor have low control Some patients are nervous or shy to adopt a more participative relationship. This type of relationship is neither professional nor effective. 2. Paternalism - Doctor has high control (Disease Model) the physician is dominant and acts as a parent 3. Consumerism - Patient has high control 4. Mutuality (Partnership) -Patient and doctor have high control (Illness Model) A relationship of mutuality is characterized by the active involvement of patients as partners.  Conclusion Non-verbal communication is a crucial component of effective communication. Verbal communication is complete and effective only when it is accompanied with proper use of non-verbal skills. Effective use of non-verbal expressions like - smile, eye contact, forward lean ,tone of voice, and gesture can improve the doctor–patient relationship and patient satisfaction. Though research has focused on the effect of non-verbal behavior of the doctor on the patient satisfaction there has been not much information on the non-verbal behavior of the patients. Faculty of Medicine 2024-2025