1. 1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Interpersonal Skills, Human Behavior & Non-Verbal Communication Chapter 5

2. 2 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Introduction The medical assistant’s interpersonal skills help to set the tone of the office. Your interpersonal skills and human relations will cross, and the successful medical assistant will work to improve both sets of skills throughout his or her career.

3. 3 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Questions to consider…  How can the medical assistant treat patients as individuals during a busy workday?  How does the medical assistant communicate effectively with the patient?  How will developing good listening skills make the medical assistant more effective?

4. 4 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. The Patient’s Perception The patient’s perception (observation) of the physician’s office and the staff members is critically important. Perception may not be accurate at all times, but what the patient perceives is just as important as what is actually happening.

5. 5 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. First Impressions  First impressions are still lasting ones!  First impressions are more than physical appearance or dress.  Opinions formed in the first few moments of meeting last much longer in our thoughts than the actual time we spend with a person we have just met.  The first impression includes attitude, compassion, and the smile!

6. 6 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Introductions  Always introduce yourself to patients  Smile  Wear a name badge  Show the patient around the office  Introduce other staff members to the patient  Put the patient at ease

7. 7 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Verbal Communication with Patients  Speak clearly and enunciate properly.  Vary the pitch of the voice.  Use appropriate volume.  Speak at an audible level.  Make eye contact.  Speak in an animated fashion.  Show concern.  Do not interrupt a person who is speaking.

8. 8 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Verbal Communication Tone of voice is very important in communication. Verbal Communication depends on words and sounds.  Never be sarcastic.  Never be rude.  Never make an inappropriate remark and follow it by saying “I was just kidding.”  Take care not to hurt anyone’s feelings with words or phrases.

9. 9 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.Appearance  Appearance is a vital part of nonverbal communication.  In the medical profession, patients expect professionalism, and conservative appearance is preferred to avoid being treated minimally.  The successful medical assistant expresses: self-esteemconfidence pleasant facial expressions caring attitudes

10. 10 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. What Can Touch Mean? Touch, in the medical profession, can be comforting or can promote a sexual harassment lawsuit.  Be very careful when touching a patient.  Nonconsensual touching can be considered battery in today’s litigious society. The medical assistant should not be afraid to touch patients in an appropriate manner.

11. 11 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Nonverbal Communication Nonverbal communications are messages that are conveyed without the use of words. They are transmitted by:  Body language  Gestures  Mannerisms  Eye movement

12. 12 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Examples of Body Language  Eye contact  Facial expression  Hand gestures  Grooming (appearance)  Dress  Space (distance)  Tone of voice  Posture (patients can signal anger, depression, fear, helplessness)  Touch  Watch for signals from patients, such as tears, sad expressions, or volatile temper.

13. 13 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Patients Need and Listening! Remember that patients are in the office to be cared for.  They may have great concerns.  They may be very apprehensive.  They may be fearful.  Allow patients to do most of the talking.  Do not offer personal information about your own life and problems.  Share only positive experiences, and then, only briefly.  Do not burden the patient with your problems at any time!

14. 14 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Listening to Patients Listening is paying attention to sound or hearing something with thoughtful attention. Patients must know that we are listening—not only hearing the words that are being spoken, but attempting to interpret what the patient is trying to communicate.

15. 15 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. What May Prevent Us from Listening?  Our own thoughts distract us.  Situations in our lives make it hard to listen.  Conversation seems meaningless and unimportant.  Exhaustion makes listening difficult.  We have prejudged the speaker and feel there is no need to listen.

16. 16 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Ask Open-Ended Questions To help a patient get their story across, ask open- ended questions:  Can you explain what the pain feels like?  When did you first notice these symptoms?  What are you usually doing when you have symptoms?  What do you think is causing the symptoms?

17. 17 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Boundaries with Patients Setting boundaries at work helps to avoid awkward situations and misunderstandings.  Call a person by a first name or Mrs./Ms./Mr.  Refuse to listen to offensive jokes  Leave the door open when speaking with someone of the opposite sex  Do not reciprocate (return) inappropriate behavior.  Know how you expect to be treated and communicate that to others.  Stay professional at all times!

18. 18 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved. Closing Comments  Interpersonal skills are critical to the medical assistant  Communication is a part of most events during every day  All communications must be effective to be of benefit