1. Communication Skills COMM 101 Lecture#5
L. Areej Jouhar Suliman

2. Course Contents Verbal Communication. Orientation And Introduction.
The Communication process.
Nonverbal Communication.
Verbal Communication.
Interpersonal Skills Of Healthcare Professional.
Therapeutic Communication.
Roadblocks To Therapeutic Communications
Communicating With Your Supervisor.
Cultural Sensitivity
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3. Chapter 3: Verbal Communication
Textbook: Communication Skills for Healthcare Professional. First Edition. By Laurie Kelly McCorry and Jeff Mason
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4. Chapter Objectives After Completing this Chapter we should be able to:
Explain the purposes of using clear language for effective verbal communication with patients.
Identify practices for effective verbal communication with patients and other healthcare providers.
Develop skills for listening and paraphrasing.
Explain why providing empathy and understanding to the patient is so important.
Demonstrate the methods of questioning the patient.
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5. Important Practices For Effective Verbal Communication With Patients And Other HCPs
Send a clear message.
Use Standard English and Not Slang
Avoid using medical jargons with patients.
Talk to, not, at patients.
Good listening.
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6. Send A Clear Message Don’t be ambiguous.
Clarify what you are sure about.
Be honest about what you are not.
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7. Use Standard Language A sign of professionalism. No slangs.
No swear words.
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8. Avoid Using Medical Jargons
Use an appropriate language for you audience.
Jargons are for health professionals not patients.
Why?
They cause confusion and increase fear and mistrust.
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9. Role-Play (Group#7)
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10. Talk to the Patient, not at the Patient
Use non-verbal cues.
Give full attention.
Do not interrupt.
The patient should be made to feel like an active partner and collaborator in their care, and they deserve this respect.
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11. Good Listening Be and help the patient to be good listeners.
Be a role model.
Use an appropriate relaxed tone.
Use appropriate language.
Emphasize and repeat.
Ask the patient to repeat.
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13. Developing Skills for Listening and Paraphrasing
Definition: To paraphrase is to use your own words to repeat what someone else has said.
The most important part of good listening is paraphrasing.
Good paraphrasing skills are essential to effective communication.
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14. Why They Are Important? Test the message for the HCP.
Test the message for the patient.
A Building of Rapport (Human Connection).
Focusing on the patient and keeping the patient talking.
Read the textbook: Page(44-46)
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16. Role-Play (Group#8)
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17. Why Empathy not Sympathy??
Definition: To feel what others are feeling.
Definition: Aware of feeling and developing sadness or pity.
To feel empathy is to be able to put yourself in another’s shoes
To feel sympathy to feel sorry for that other person
Showing empathy for a patient can build rapport.
showing sympathy can show distance between the HCP and the patient, and negative feelings on the patient’s
part toward the HCP.
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18. Questioning Patients Open ended questions. Closed questions.
Multiple choice questions.
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19. 1- Open Ended Questions Examples:
Often begin with What and How.
Long, detailed and emotional answers.
Answers can be paraphrased.
Encourage discussion.
These questions can be very helpful in coming to a complete understanding of the patient’s needs.
Examples:
“ What do you say to a patient who is angry about waiting?”
“ How do you feel when you go into a test without having studied?”
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20. 2- Closed Questions Examples: Short focused answer.
Require a one word answer.
Help in filling medical records.
Time-saving.
Examples:
“ What city do you live in?”
“ Which arm hurts?”
“Can you hear me?”
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21. 3- Multiple Choice Questions
Provide alternative options.
More collaboration helps in feeling empowered.
Helps anxious, withdrawn or depressed patients in prioritizing and taking steps.
Disadvantages:
May be complicated, confusing or frustrating.
May not be suitable for impatient patients.
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22. Do’s And Don'ts Use patient’s name. Listen. Interrupt.
Give unrelated advice.
Talk about yourself.
Tell the patient you know how they feel.
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23. Summary
Important Practices For Effective Verbal Communication With Patients And Other HCPs.
Send a clear message.
Use Standard English and Not Slang
Avoid using medical jargons with patients.
Talk to, not, at patients.
Good listening.
Developing Skills for Listening and Paraphrasing
Why Listening and Paraphrasing skills Are Important?
Comparison between Empathy and Sympathy?
Questioning Patients:
Open ended questions.
Closed questions.
Multiple choice questions.
Some Do’s and Don’ts of Verbal Communication
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24. COMM Lecture 5