1. 5 Communication: Verbal and Nonverbal Lesson 1:
The Communications Process

2. Lesson Objectives
Lesson Objectives
Upon completion of this lesson, students should be able to:
Define and spell the terms for this chapter.
Explain the importance of communication in health care today.
Define the terms values, attitudes, and behavior, and explain their roles in self-awareness. 2

3. Lesson Objectives
Lesson Objectives
Upon completion of this lesson, students should be able to:
Compare and contrast verbal and nonverbal communication.
List five examples of nonverbal communication conveying impatience. 3

4. Critical Thinking Question
How might you describe an individual who has a holistic approach to medicine?

5. The Holistic Approach to Medicine
Holistic medicine focuses on the whole patient
Addresses patient's social, emotional, and spiritual needs, as well as physical needs
Treats everyone with respect, dignity, and courtesy

6. Interpersonal Dynamics
Self-Awareness
Character: sum of values, attitudes, behaviors a person exhibits
Values: set of standards a person uses to measure the worth or importance of someone or something
Attitudes: opinions that develop from our value system

7. Interpersonal Dynamics
Self-Awareness
Prejudice
Preformed unfavorable belief or attitude toward members of a certain culture or group while having little or no experience with or information about the culture or group
Behavior
The actions others see, is based on our attitudes

8. Learning Styles Auditory Visual Learn by hearing
Difficulty retaining information presented in written format
Visual
Learn by seeing
Visuals aids helpful 8

9. Learning Styles Kinesthetic
Involves movement and assimilates knowledge through hands-on activities 9

10. The Communication Process
SMCR
S stands for the sender of the communication
M represents the message
C indicates the channel or method by which the message moves from sender to receiver
R stands for the receiver of the message 10

11. FIGURE Face-to-face communication is the richest channel to relay a message from the sender to a receiver.

12. Verbal and Nonverbal Communication
Spoken words
Sounds
Tone of voice
Word selection
Positive attitude 12

13. Verbal and Nonverbal Communication
Empathy
Ability to understand what patient is feeling because you have experienced the same feelings. 13

14. FIGURE Empathy draws a more positive response from the patient because it is based on the willingness of the medical assistant to understand what the patient is experiencing.

15. Verbal and Nonverbal Communication
Sympathy
Acknowledging patient's feelings and difficulties even though you have not had the same experience or can't really imagine yourself being in that person's position.
Pity is feeling sorry for a person. 15

16. Verbal and Nonverbal Communication
Facial expressions
Gestures
Body language
Eye contact
Grooming
Mannerisms 16

17. FIGURE Nonverbal communications convey strong, powerful messages that may be negative or positive.

18. Verbal and Nonverbal Communication
Communication Messages Conveying Impatience
Interrupting people when they are speaking
Answering telephone calls curtly
Finishing another person's sentence
Rushing the patient 18

19. Verbal and Nonverbal Communication
Communication Messages Conveying Impatience
Looking at your watch or the clock
Doing two things at once
Not looking up from your work when someone approaches
Rushing around the office 19

20. Questions? 20