1. Communication: Verbal and Nonverbal
Lecture
Communication: Verbal and Nonverbal
Medical Assistant

2. Introduction
As a medical assistant, it is not enough to have good technical skills. Excellent interpersonal skills as well as good oral and written communication skills are also needed to relate to patients and fellow staff members.
The most important piece of equipment in the doctor’s office is the telephone. The telephone is the center of all activity in the medical office.
The professional attitude conveyed is critical to the success of the business.
The receptionist or medical assistant responsible for answering the phone must be courteous, articulate, and a good listener.
The first impression a patient may receive of an office is often over the telephone.
This lecture will present appropriate communication techniques in the medical office.
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3. The Communication Process
Source Who is sending the message. S
Message Actual message or words that are placed on paper. M
Channel How is message being moved from source to receiver (telephone). C
Receiver The receiver of the message. R
Many things, such as background noise, can interfere or interrupt this process resulting in the incorrect message being relayed.
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4. The Communication Process
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5. Verbal and Nonverbal Information
Nonverbal communication conveys strong, powerful messages that can be positive or negative.
Facial expressions.
Body language.
What is being portrayed here?
Also the gesture of touching can be comforting or have a negative effect. Use caution!
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6. Assertive versus Aggressive Behavior
Assertive means making a point in a positive and polite manner (your inside voice).
Aggressive indicates a type of pushiness, which causes a person to be defensive. Some examples are:
Making thoughtless or condescending remarks.
Withdrawing from a group feeling angry, discussing other staff members behind their back.
In some places you can be fired for this. It is called creating a hostile work environment.
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7. Listening Skills STOP TALKING!!! Paraphrase. Remove distractions.
Try to see the other’s viewpoint.
Do not argue.
Confirm what was said.
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8. Listening Skills (cont.)
There are 3 types of listening:
Passive: you listen without responding .
Active: involves your participation by offering feedback.
Evaluative: requires you to be able to make a judgment.
Listening Skills (cont.)
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9. Listening Skills (cont.)
Defensive Behaviors (review list in text).
Avoid Medical Term.
Handling the angry patient.
Understand that angry behavior stems from fear.
Never take comments personally.
Stay calm and speak in a calm, concerned voice.
The anxious patient
Speak calmly.
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10. Listening Skills (cont.)
Patient with special needs.
Terminally ill patients.
Be aware of the patient’s religious, cultural and personal experiences and needs.
Mentally/emotionally impaired.
Non-English speaking patient.
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11. Placing a Caller on Hold.
Telephone Techniques
The hold function is frequently abused and is one of the most frequent causes of complaints among patients.
Placing a Caller on Hold.
Always ask the reason for the call.
Personal calls depend on physician preference.
Screening Calls.
Triage is a process used to determine the order in which patients should be treated.
Telephone Triage.
All prescription refills must go to the physician first.
Prescription Refills.
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12. Example of Business Telephone System
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13. Telephone Techniques (cont.)
Handling emergency calls:
STAY CALM. Get name and phone number immediately.
Never take an emergency call lightly. If in question ask the physician.
What is a medical emergency?
Examples of medical emergencies: allergic reactions, asthma, broken bone, burns that blister, drug overdose, eye injury, gunshot/stabbing, heart attack, difficulty breathing, loss of consciousness, premature labor, profuse bleeding, severe pain, severe vomiting and/or diarrhea, suicide threats or attempt, and high temperature.
Questions to ask when handling an emergency call (refer to text).
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14. Recognizing and Respecting Cultural Diversity
Awareness and Sensitivity
Recognize that culture and beliefs play a key role in how a person interprets information.
Demonstrate a sensitivity to the cultural and religious beliefs of patients.
Realize that different cultures may have different views and perceptions about health care and illness.
Treat all patients of all cultures and ethnic groups with equal respect.
Always maintain an open mind when it comes to understanding why people from different cultures may think about or interpret something one way that may be out of the norm from others.
Never try to put your own way of thinking on someone else.
Remember that patients who may not speak or understand English may have difficulty expressing their needs or feelings, and they may need assistance or an interpreter to get their point across.
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15. Website Reference
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16. Questions
What are some examples of nonverbal communication conveying impatience?
What are six types of directive communication?
What is the difference between assertive and aggressive behavior?
What are six guidelines for effective listening?
What are six types of defensive behavior?
What are seven things to avoid when placing a caller on hold?
What are the steps to take when handling a prescription refill?
What are eight questions to ask when handling an emergency call?
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17. Conclusion Copyright Charter College 2016. All Right Reserved