1. Therapeutic Communication
Chapter 5
Therapeutic Communication
Communication is a vital component of the medical assistant profession.

3. Learning Objectives Define and spell key terms
List, describe, and define eight parts of the communication cycle
Discuss the impact of nonverbal communication on verbal communication
Describe examples of nonverbal behaviors that may enhance the effectiveness of communication

4. Learning Objectives Demonstrate active listening through role playing
Demonstrate various communication patterns through role playing—include passive, passive-aggressive, assertive, and aggressive communication patterns

5. Learning Objectives
Define and give examples of seven defense mechanisms that impede effective communication
Describe six strategies for effectively dealing with difficult people
List communication tips for interacting effectively with members of eight different cultural groups

6. First Impressions
Medical assistants work to make a positive “first impression” for patients
Good communication skills
“Actions speak louder than words”
Nonverbal messages using body language, facial expression, and vocal inflection
Communication is complex.
The medical assistant must possess effective communication skills.

7. The Communication Cycle
Referent—motivation for the communication
Sender and receiver—person delivering message is sender, person receiving message is receiver
Messages—content of the communication, includes verbal, nonverbal, and symbolic language
The communication cycle is a process of sending and receiving information between two or more individuals.

8. The Communication Cycle
Channels—conveying messages through visual, auditory, and tactile senses
Feedback—returned by receiver reflecting understanding of message
Interpersonal variables—personal biases, education, developmental level, sociocultural factors, values, beliefs, emotions, gender, health issues, roles, relationships, and prior experiences
Interpersonal variables can be a roadblock to effective communication.
These variables affect our interpretation of information.

9. The Communication Cycle
Environment—the setting in which the communication occurs; factors impacting the accuracy of communication may be pain, medication effects, anxiety, and room noise
The medical assistant must address environmental and patient comfort issues in order to minimize the patient’s ability to focus, listen, and understand.

10. Verbal Communication Spoken language
Meaning may change depending on vocal pitch, vocal inflection, word emphasis, pauses, and facial expressions
Medical assistants speak clearly, use a pleasant tone
Medical assistants must identify if patients have any degree of hearing loss.
Face forward toward the individual so the patient can see lips moving and use adequate volume.

11. Nonverbal Communication
Medical assistants pay careful attention to body language
Open body stance, smile, and pleasant expression
Body space—public, social, and personal
Appropriate touch
Touch can be used in an emotionally therapeutic manner to convey interest, sincerity, and empathy.
Examples include a warm, firm handshake; a pat on the arm; or gently assisting someone as he or she stands.

12. Active Listening Important part of effective communication
Listen to speaker’s words and observe body language
90% listening, 10% speaking
Most people overestimate their skills as listeners.
Pay close attention when patients are speaking.
Do not let your mind wander.

13. Giving Advice Medical assistants are often asked for medical advice
Proceed with caution
Dispense information that is accurate and within level of education at work
Avoid away from work
Educate patients with facts versus “giving advice.”

14. Communication Patterns
The passive communicator
The passive-aggressive communicator
The aggressive communicator
The assertive communicator
Passive communicators come across to others as weak and submissive.
Passive-aggressive communicators appear passive and then become more aggressive to get what they want.
Aggressive communicators come across as angry, pushy, bossy, selfish, or insensitive.
Assertive communicators come across as clear, professional, and articulate.

15. Communication Challenges
Defense mechanisms—rationalization, compensation, regression, repression, displacement, denial, and projection
Dealing with difficult people—focus on the patient, acknowledge the patient, validate the patient’s feelings, move to solution, set boundaries, and use of “I” language
Rationalizing people make excuses for their behavior.
Compensation is a psychological response in which a person attempts to offset feelings of inadequacy in one aspect of life by achieving success in another.
Regression is when a person reverts to behavior associated with earlier development.
Repression occurs when a person eliminates from conscious thought traumatic memories or painful or conflictual thoughts.
Displacement is when a person expresses anger or another emotion at a person or object that is not the cause of those emotions.
Denial is the refusal to acknowledge the validity or reality of something.
Projection is when a person accuses others of having certain feelings, attitudes, or behaviors that he or she has.

16. Cultural Variables
Body language and verbal communication mean different things to different groups of people
Cultural norms vary from culture to culture
Become familiar with the ethnic groups in your area to promote positive communication
Medical assistants should familiarize themselves with cultures in their area that are different from their own to decrease the likelihood of communication mishaps.

17. Discussion
Discuss the last time you were in a physician’s office and if your impression was favorable
Identify nonverbal communication when you and your classmates are discussing this chapter
Identify words that imply giving medical advice

18. Credits