5 Communication: Verbal and Nonverbal Lesson 3: Communicating with Patients and Staff

Lesson Objectives Lesson Objectives Upon completion of this lesson, students should be able to: Define and spell the terms to learn for this chapter. 2

Communication in Special Circumstances The Angry Patient Fearful of the diagnosis Frightened of the equipment Unwarranted fear of pain Loss of control Short-tempered 3

Communication in Special Circumstances The Angry Patient Remain calm Use positive communication and professional techniques Try to defuse patient's anger Take patient into a private office 4

Communication in Special Circumstances The Angry Patient Listen carefully, without judging, to assist in solving the problem Use a quiet, calm voice that projects concern 5

Communication in Special Circumstances The Anxious Patient White coat syndrome Anxiety patient feels when encountering medical staff 6

Communication in Special Circumstances The Anxious Patient Signs of anxiety Trembling Flushing Perspiring Fidgeting Talking excessively Remaining unusually quiet 7

Communication in Special Circumstances To deal with anxious patients: Speak calmly Reassure patients Smile Touch them respectfully on the hand Be empathetic 8

FIGURE 5-6 The medical assistant often has to reassure and comfort the patient before effective communication can take place.

Critical Thinking Question How do you think you would be with an anxious patient? 10

Patients with Sensory Impairment Hearing-Impaired Patient Select a quiet environment to communicate with patient Reduce outside noise Never shout; speak slowly and clearly Rephrase statements Explain everything carefully before performing a procedure 11

Patients with Sensory Impairment Hearing-Impaired Patient Face the patient when speaking Make sure light is on your mouth and not behind you Have a paper and pen available so that the patient can communicate in writing Always provide written instructions or pamphlets for patient education purpose 12

Patients with Sensory Impairment Visually Impaired Patient Speak to announce your presence Offer to guide patient into exam room Face patient and speak clearly Describe patient's surroundings Explain procedures in detail before beginning 13

Patients with Sensory Impairment Visually Impaired Patient Do not to leave patient alone for any length of time Provide large print materials Do not be condescending 14

The Mentally and Emotionally Impaired Patient Determine what level of communication the patient can understand Speak slowly and clearly Stay calm Keep messages short Explain procedures prior to beginning Ask the patient's caregiver for assistance when necessary 15

The Patient Who Does Not Speak English Smile at the patient Determine if he or she has any ability to speak or understand English Speak in normal tones Use pantomime or pictures to demonstrate Ask a family member for assistance 16

The Physically Challenged Patient Allow patient to ambulate and move on their own Offer assistance only when necessary Treat patient with respect and dignity Allow extra time with this patient Do not appear to be impatient or rushed 17

Intraoffice Communication Establish trust Be open Honest Firm in convictions Present a professional image Use positive body language to help create a positive environment 18

Intraoffice Communication Good staff communication depends on positive and respectful interactions Be assertive not aggressive Gossip is unnecessary and unprofessional 19

Staff Communication Communication is vitally important to: Keep conflict to a minimum Establish a positive environment Provide quality health care Clearly defined areas of responsibility and authority should be established 20

Conflict Resolution Conflicts occur when miscommunication or misunderstanding of the message occurs Conflict can stem from prejudices or preconceived ideas 21

Conflict Resolution Conflict interferes with establishing rapport and cooperation Conflict can be a positive experience if it resolves issues of disagreement in an appropriate manner 22

Steps for Problem Solving Recognize that a problem exists Describe the problem and clarify what the basic issue is and factors affecting issue Identify alternative methods for solving the problem 23

Steps for Problem Solving Select the best solution for the problem Implement the solution Evaluate the results and adjust as needed 24

Elements of Critical Thinking Ask questions Define a problem Examine evidence Avoid emotional reasoning Analyze assumptions and bias 25

Elements of Critical Thinking Avoid oversimplification Consider other interpretations Tolerate ambiguity Think about one's own thinking 26

Steps in Conflict Resolution Communicate your needs in simple terms Know when to express your feelings Do not assume you know the other person's feelings Look at the issue from the other person's perspective 27

Communicating with Superiors Communication should be kept positive Be direct and to the point Do not promote gossip you have heard Ask for help if necessary Show initiative A loyal employee protects and defends an employer 28

Questions? 29