After reading the material in this chapter, you should be able to: Identify elements and types of communication, relate communication to human behavior and needs, categorize positive and negative communication, carry out therapeutic communication skills,...
CHAPTER Interpersonal Communication 4-2 Learning Outcomes 4.1 Identify elements and types of communication 4.2 Relate communication to human behavior and needs 4.3 Categorize positive and negative communication 4-3 Learning Outcomes (cont.) 4.5 Carry out therapeutic communication skills 4.6 Use effective communication strategies with patients in special circumstances 4.7 Carry out positive communication with coworkers and management 4-4 Introduction • Medical assistants must – Recognize human behaviors – Communicate effectively • Professionally • Diplomatically – Recognize obstacles that affect communication 4-5 Elements of Communication • Communication circle – Message – Source – Receiver 4-6 Elements of Communication (cont.) • Feedback – Verbal or nonverbal – Verification of understanding • Noise – Sounds – Physical or emotional discomforts 4-7 Apply Your Knowledge What are the elements of the communication circle and what can cause interference in the process? ANSWER: The elements are: message, source, and receiver Noise can interfere with the communication circle 4-8 Human Behavior and Needs • Different personality types – require different communication styles • Humanistic role in the healthcare process – Attention – respect 4-9 Developmental Stages of the Life Cycle • Infant – to year old – Trust vs mistrust • Toddler – to years old – Autonomy vs shame and doubt • Preschooler – to years old – Initiative vs guilt 4-10 Developmental Stages of the Life Cycle (cont.) • School age – to 12 year old – Industry vs inferiority • Adolescence – 12 to18 years old – Ego identity vs role confusion 4-46 The Patient With AIDS or the Patient Who is HIV-Positive • Stigma of disease • Have accurate information about the disease and the risks involved • Provide human contact and treat with dignity 4-47 Apply Your Knowledge What can you to better communicate with the anxious patient? ANSWER: Identify signs of anxiety, acknowledge the patient’s anxiety, identify possible sources of the anxiety, ease any physical discomfort, and create a climate of acceptance and trust Use appropriate communication skills: not belittle the patient’s thoughts and feelings, be empathetic to the patient’s concerns Help the patient recognize and cope with the anxiety 4-48 Communicating with Coworkers • Positive communication – Develop rapport – Rules for the medical office • Use proper channels • Have a proper attitude • Plan an appropriate time for communication 4-49 Communicating with Management • Keep supervisor informed • Ask questions • Minimize interruptions • Show initiative 1-50 Dealing With Conflict • Do not feed into negative attitudes • Be personable and supportive of coworkers • Do not judge or stereotype others • Do not gossip • Do not jump to conclusions Setting Boundaries in the Healthcare Environment • Boundaries may be physical or psychological • Limits undesirable behavior • Action will depend upon who the aggressor is 4-51 4-52 Apply Your Knowledge What strategies can you use to avoid conflict in the workplace? ANSWER: You can use the following strategies to avoid conflict in the workplace: • Do not “feed into” others’ negative attitudes • Be personable and supportive • Refrain from passing judgments • Do not gossip • Do not jump to conclusions 4-53 In Summary 4.1 The communication circle involves a message being sent, a source, and a receiver that responds Feedback is the response to a message, and noise is anything that may interfere with or change the message 4-54 In Summary 4.2 Understanding human behavior and needs, and their correlation with professional relationships, is necessary to practicing as a medical assistant Understanding the various stages of human life assists you in your communication skills with patients 4-55 In Summary (cont.) 4.3 Communication that promotes comfort and well-being is considered positive communication Negative communication can be a turn-off Lack of eye contact with patients, except in specific cultures, or speaking sharply to a patient is considered negative communication 4-56 In Summary (cont.) 4.4 Listening and other interpersonal skills can be improved by becoming more involved in the communication process by offering feedback or asking questions of the patient Understand that assertive medical assistants trust their instincts They respect their selfworth, while still making the patient feel comfortable and important Aggressive medical assistants try to impose their positions through manipulation techniques 1-57 In Summary 4.5 Therapeutic communication is the ability to communicate with patients in terms that they can understand and, at the same time, feel at ease and comfortable in what you are saying Positive therapeutic skills can enhance communication Be aware of negative therapeutic skills that can disrupt the communication Recognize defense mechanisms in patients and note whether the patient is using them to cope or is not able to cope 4-58 In Summary 4.6 Learning about the special needs of patients and polishing your communication skills will help you become an effective communicator This will assist you with handling diversity in the workplace, handling anxious and annoyed patients, and in dealing with patients who may have language barriers 4-59 In Summary 4.7 The quality of communication you have with your coworkers and your supervisor greatly influences the development of a positive or negative work climate Use proper channels of communication Be open-minded Keep supervisors informed of office problems as they arise and show initiative in your work habits 4-60 End of Chapter Often during life-altering experiences, patients and their loved ones need a shoulder to cry on or someone to comfort them It is important for them to know support is there —Lindsey D Fisher (The Healers Art) .. .4- 2 Learning Outcomes 4. 1 Identify elements and types of communication 4. 2 Relate communication to human behavior and needs 4. 3 Categorize positive and negative communication 4- 3 Learning... (cont.) 4. 5 Carry out therapeutic communication skills 4. 6 Use effective communication strategies with patients in special circumstances 4. 7 Carry out positive communication with coworkers and management... lonely and depressed due to the recent loss of his or her spouse 4- 16 Types of Communication • Positive or negative • Verbal or non-verbal • Written 4- 17 Positive Verbal Communication • Communication