1. 5 Communication: Verbal and Nonverbal Lesson 3:
Communicating with Patients and Staff

2. 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

3. 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

4. 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

5. 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

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

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

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

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

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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

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

20. 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

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

22. 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

23. 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

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

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

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

27. 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

28. 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

29. Questions? 29