Communication skills.

Communication skills.

1. Dr. Dalia El- Shafei Assistant professor, Community Medicine Department, Zagazig University

2. “ We are born to see, but have to train ourselves to observe”

3. What is Communication? Communication is sending or receiving ideas, thoughts or feelings from one person to one or more persons in such a way that, the person receiving it understands it in the same way the sender wants him/her to understand. The term ‘Communication ’, derived from a Latin term ‘ Communicare ’. Also known as “ people skills ” or “ soft skills ”. Ranked in a survey as the most important requirement for successful job performance.

4. SENDER MESSAGE CHANNEL RECEIVER Context FEEDBACK The Communication Process The person initiating the communication, or broadcasting the message. The specific set of words, gestures and images that the sender uses to convey what he or she wants to say. The channel through which the message moves. Receivers (or the audience for the message) - from whom the receiver often expects a response. The response from the receiver to the sender.

5. Why we study communication skills?

6. Communication principles

7. 1- Listening : Active process (Not hearing), it involves a conscious effort to listen to words; to the way they are said, to be aware of the feelings shown and attempts to hide feelings.

8. 2- Probing : - What clients think/know. Encourage them to talk: tell them that are really listening & wanting to hear more. Ask questions. Keep Privacy , listen .

9. 3- Observing : Nonverbal communication through:

10. 4- Informing

11. Communication Goals

12. Barriers to the Communication

13. SENDER MESSAGE CHANNEL RECEIVER Context FEEDBACK The Communication Process or elements Knowledge Formulation Language Tone Personality Ambiguity Interest Clearness Confusion Objectivity Noise Accessibility Adaptation Decoding Physiology Personality Preparation Time Selection bias Formulation

14. Body Language 55% Words 7% Tone of Voice 38%

15. Means of communication

16. Non-Verbal Communication

17. Non-verbal communication can Reinforces, Complements, Contradicts, Regulates, or Replaces a verbal message.

18. Categories of nonverbal communication

19. + ve Non-Verbal Communications

20. > 360 cm 120 – 360 cm 45 – 120 cm 15 – 45 cm

21. When you invade my space Reactions to an invasion of your space Feel troubled Get defensive Become aggressive

22. Counselling Counselling is a process that uses communication skills to help client/patient to reach an informed decision/choice Counselling will provide customized, client-oriented information and negotiate available alternatives to help take a decision based on clear information. Helping a person or a group to develop self-help & self-care abilities.

23. Consultation & Counseling

24. Consultation After each consultation session 5 things must be established

25. Principles for good counselling

26. Counseling Preparing a counseling session

27. 1. Physical setting Privacy: in a quiet, calm & no interruption Proper lightening & temperature. 2. Timing 45-60 minutes

28. 3. Interpersonal space 4-9 feet D D P D P P (√) (√) (×)

29. Counseling, Consultation, communication process

30. The Elements of Counselling G A T H E R Greet Ask Tell Help Explain Return visit

31. Greet Give the clients your full attention as soon as you meet them. Be polite , friendly and respectful . Introduce your self and offer them seats . Ask how you can help? Explain what will happen during the visit. Conduct counselling privately

32. Ask about Reasons for coming. Their experience with the health matter that concerns them. Any information needed to complete client records . Ask Clients about themselves & their families as appropriate.

33. tell Client -To decide what choices and decisions. -To express their feelings, needs, wants, & any doubts, concerns or questions. Keep questions open , simple and brief. Look at your client as you speak. Listen actively to what the client says. Show your interest and understanding all the time. Tell the clients about their condition or Choices Help clients understand their possible condition Information should be: Simple , correct and relevant

34. Help client to understand Help the clients think about the results of each possible choice. Ask if the client wants anything made clearer, repeat and rephrase information as needed. Check whether the client has made a clear understanding . “What have You understood ?” “ What have you decided to do?” Wait for the client to answer .

35. Explain what to do Give supplies, if appropriate. If the service cannot be given at once, tell the client how, when & where it could be provided. Describe possible side effects & what to do if they occur. Ask the client to repeat instructions . M ake sure the client remembers & understands. If possible give the client printed materials to take home. Explain when to come back & why .

36. Return visit Check if the client is using the Treatment correctly. Ask if the client has any Question or anything to discuss. Consider all concerns seriously. Ask if the client is Satisfied , has there been any problems since last visit??? Help the client handle any Problems . Refer client who need specialized care.