Communication skill in medical practice

how would you communicate in health care system?

1. Presented by Nann Ying Seng Si Mwe (M.I.T Fourth year ) 10.6.2020 Communication skill

2. Contents Definition Why communication is needed Communication channels Communication levels Ways to communicated Communication styles Communication with patients Communication with patients’ families Communication with coworkers Communication under stress Factors affecting communication How to have an effective communication 2

3. Definition All behavior is communication and all communication affects behavior. ( Watalawick et al) All those process by which people influence one another. All communication involves persons sending one another symbols can be either verbal or nonverbal. Effective communication exists between two persons when the receiver interprets the sender’s message in the some way of sender intended. 3

4. Why communication is needed Helps patients/clients feel at ease Reduce their anxiety and build their confidence Makes patients/clients feel valued Provide for the best health care Reduce chances of medical errors 4

5. Communication channels 5 auditory kinesthetic visual seeing feeling listening hearing observing touch

6. Communication levels It take place on two levels; Verbal communication Can require factual information accurately and efficiently Nonverbal communication Often unconsciously motivated and may more accurately indicate person’s meaning and feeling 6

7. Verbal communication We need to ensure that what we say is: clear accurate honest appropriate (to the person’s age, language/culture and level of understanding) 7

8. But just as important is how we say it. At all times we must be: Courteous and respectful: we need to make sure we address patients/clients as they wish to be addressed. Some may prefer you to call them by their first names, while others might want a more formal address. The key thing is to find out what is right for each individual 8

9. Encouraging: we should try to prompt patients/clients to communicate with us by saying encouraging things to them – ‘yes, do go on’, ‘can you tell me a bit more about that?’ 9

10. Five categories of nonverbal communication Vocal cues of paralinguistic cues Action cues Object cues Spaces Touch 10

11. Vocal cues of paralinguistic cues Pitch Tone of voice Loudness Rate and rhythm of talking Unrelated nonverbal sounds such as laughing , groaning, nervous coughing and sounds of hesitation 11

12. Action cues Facial expression Eye contact Appearance Gesture Automatic reflexes Movements and Posture 12

13. Objects cues   Signal  for someone to do something An object or part of object used to refer to a person, place, object, or activity Requires a simple motor response, such as pointing, touching, picking up, showing, or looking at it to make the message clear Especially for children and people with deaf and poor speech 13

14. Space Intimate space – (0-2 fts ) for people who you are very close to Personal space – (2 -4 fts ) for talking to friends or family Social space – (4-12 fts) for talking to a colleague or a customer at work Public space – (12fts >) the space that characterizes how close we sit or stand or talk to someone 14

15. Touch Can be a key to unlock a patient’s feeling A tentative touch may be perceived as distaste or reluctance to care for individual A positive touch is firm but gentle To provide reassurance, anger , or frustration Should have professional purpose 15

16. 16 7% 55% 38%

17. Ways to communicated Area One-way Two-way Types One direction Two direction Easy/fast Difficult/slow control Sender Sender/receiver feedback None Maximum Flexibility None Sender need to change according to receiver’s feedback Role of nurse Teacher , evaluator Therapeutic , corrective Way of determining understanding Cannot know Can know how much he is understand Examples of use instruction discussion 17

18. Communication styles It can be vary depending on situation There are six kinds of communication styles; Openness Persson-task orientation Self-disclosure Acceptance Defensiveness Congruence 18

19. Communicated with patients Addressing Call their name Show friendliness Assess your  body language Make your  interactions  easier for them Show them the proper respect Have  patience Provide simple  written instructions Give your patients sample time to respond or ask questions 19

20. Age-specific communication Neonate and Infant (birth to 1 year) Toddler (1-2 years) Preschooler (3-5 years) School Age (6-12 years) Adolescent (1 3-1 8 years) Young Adult (1 9-45 years) Middle Adult (46-64 years) Late Adult (65-79 years) and Old Adult(80 years and older) 20

21. Special circumstances that affect communications Patients Who Do Not Speak English The Hearing Impaired Deafness Impaired Visi on Inability to Speak Impaired Mental Function Altered States of Consciousness Patient education 21

22. Communicated with patient’s families Listen Transfer information Give excessive explanation and reassurance Only speak to the person who will actually assist the patient Let them stay outside the room that out of hearing range Only a family member in the procedure room Recognize their hidden messages to reduce fear and anxiety Let them know when the patient will move Show empathy 22

23. Communicated with co-workers Best patients care can possible when we work cooperatively with others on health care system. So we should ; Relay information Make them feel good about themselves Touch and appearance Use praise and appreciation as positive reinforcements Be a good listener 23 cont ’

24. Show respect Appreciate help Be patient and considerate Share information of the patients at free time (but never discuss in public) 24

25. Communication under stress E ffective communication under stress is a critical leadership component Communicating under stress is a skill that everyone should have, regardless of their status in a workplace Being able to think clearly, maintain composure, and make the right decision is key 25

26. Take a deep breath Take a Minute and Assess the Situation Communicate in Person Listen Practice positive body language 26 Points to do ;

27. Factors affecting communication Perception Values Emotion Socio-cultural background Knowledge Roles and relationships Environment setting 27

28. How to have an effective communication Development of thrust Therapeutic use of Self They can be improved by using four techniques ; Active listening The use of empathy (understanding and support) Sharing feelings The use of touch 28

29. 29 A good relationship start with a good communication skill

30. 30 Thank you