1. Communication Skills Dr. Nivin Sharaf MD LMCC Dr. Karima Zaid

2. Factors influencing patient-doctor relationship

3. Patient Physical Symptoms Psychological Medical Care

4. Doctor Physical Symptoms Psychological Personality Training in communication skills Self confidence

5. Environment Comfortable Private Proper arrangement

6. Arrangement/Seating

7. Other factors Wishes High expectations

8. Conducting an interview 1- Beginning an interview. 2- The main part of the interview. 3- Ending the interview.

9. Practice Comfortable setting Greet + Handshake Show the patient where to sit Introduce your self + explain Ask easy questions.. One at a time SHOW INTEREST

10. Skills for effective communication Questioning Listening Facilitation

11. Asking questions Open-ended questions. Closed-ended questions Probing questions

12. Leading questions Complex Questions

13. Ask too many questions and do not allow patients to tell their story in their own words. Ask questions that are too long, too complicated and confusing. Ask questions in a way that they may bias the answer given. Ignore questions that patients may ask. Do not

14. Listening Verbal cues. Non-verbal cues. Demonstrate active listening.

15. Facilitation Nodding Yes, I understand please go on, “or continue” Other non verbal cues. Lean forward,..

16. Interviewing Techniques Reflection : Repeat part of the last said. Help him proceed. Facilitation, silence, nodding.. Clarification: check your info Transition, sign posting by telling him what’s next Summation :Summarize Positive reinforcement Explanation

17. Reflection Repeat part of the last said. Help him proceed.

18. Facilitation Ease it up for the patient to continue talking Phrases?

19. Clarification Can you explain what happened in more details ? What do you mean by fainting?

20. Transition Map your interview.. Don’t jump from subject to another abruptly PLEASE!!

21. Summation Summarize Help you and the patient remember forgotten points Accuracy It is one method of facilitation Good to close, and / end the interview Keep patient on track

22. Reference Churchill Living stone Communication skills for medicine by Margaret Lloyd-Robert Bor