1. Applying Communication Skills
Chapter 8
Applying Communication Skills

2. Critical Thinking Skills
Also referred to as problem-solving skills or analytical skils
Critical thinking process
Decide what you think and why you think it
Seek other views and evidence (develop arguments using supportive evidence)
Decide which view is most reasonable

3. Steps in Problem Solving
Determine what the problem is and write it down.
Ask if there is a problem chain or a series of events that is a contributor.
Gather facts and ideas to help you decide what to do about it.
Use analytical and creative thinking. List your decisions and what you think their outcome will be.
Prioritize your decisions and begin testing them one by one until results are satisfactory to you and others concerned.

4. Communicating with Patients
Communication is a skill that will set you apart from others
Communication skills take time to develop

5. Positive Communication Tips
Maintain eye contact and use a warm and friendly greeting
Comment on something the patient is wearing or a common interest or current event
Listen and take an active interest in what the patient is saying
Be friendly, open, confident, and caring
Ask open-ended questions
Be confident

6. Communicating with Special Populations
Communicating with Special Needs Patients
Requires unique and individually tailored methods to communicate instructions
Reflective communication (acting as a verbal “mirror”) can be especially helpful for any patient requiring special attention
Communicating with Culturally Diverse Patients
Understand and respond with sensitivity to the needs and preferences of diverse patients
Incorporate cultural diversity awareness into your routine when performing your duties

7. Communicating with Special Populations
Communicating with Pediatric Patients
Children are not just “small adults” and require a much different approach than with adult patients
Use the encouragement, empathy, enlistment, and education to engage the child in health care matters
Use appropriate terminology

8. Communicating with Special Populations
Communicating with Geriatric Patients
The normal aging process involves:
Sensory loss
Decline in hearing or memory
Retirement from work
Separation from family/friends
These affect the geriatric patient in the ability to communicate effectively

9. Communicating with Special Populations
Communicating with Families
Take caution to respect the patient’s privacy when discussing health care issues with family members
Do not relay information to the patient or family that the physician has not directed you to do so.

10. Communicating with Special Populations
Communicating with Difficult or Uncooperative Patients
The best approach is to hold off any negative judgments and try your best to accommodate the requests
Steps to diffuse and resolve the matter:
Let the patient vent
Avoid getting trapped in negative feelings
Express empathy to the patient
Begin problem solving
Mutually agree on the solution
Follow up

11. Patient Education
Can include verbal instructions, printed materials, or electronic formats
Steps in providing patient education
Assess the patient’s ability to comprehend the instructions
Use reflective communication skills
Provide a written copy of the educational materials for the patient
Document patient education sessions

12. Patient Advocacy
Advocates promote and protect the rights of patients, frequently through a legal process
Advocates assist patients on any matter affecting their health, legal, or financial status
Patients are also represented in response to health care, insurance matters, prescription drug coverage, DMV, and matters with large health care institutions

13. Communicating with the Health Care Team
Will be in a variety of methods
Verbal, written, and electronic
All communications should be respectful and professional
There is a difference between being assertive and aggressive
Communicating effectively with all members of the team is fundamental to job performance

14. Medical Office Roles and Responsibilities
Coordinating a medical office requires great skill
There are multiple layers of policy, regulation, and personalities that effect the day-to-day operations
Each member of the staff has a unique set of values, principles, and standards to offer
Mutual respect and trust will enhance the teamwork and efficiency

15. Communication Methods in the Office
Intraoffice Communication
Participating in Staff Meetings
Performance Reviews as an Avenue for Communication
Employers are always aware of an employee’s behavior. A person’s attitude shows at all times.