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COMMUNICATION. Mike Nirenstein, MD. Medical Therapeutics Standard.
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COMMUNICATION Mike Nirenstein, MD
Medical Therapeutics Standard • 4) Evaluate factors that contribute to effective communication and explain how these factors contribute to the development of quality patient care. Using role-play, demonstrate practices to effectively manage communication barriers, cultural differences and clients with special needs. • 5) Differentiate between verbal and nonverbal communication when interacting with patients. Examine specific techniques for effective communication and evaluate how different cultures attach different meanings to communication techniques.
COMMUNICATION • An exchange of information between two or more people • An exchange of information by thoughts, opinions or information by speech, writing or signs
THREE PARTS OF COMMUNICATION • SENDER • RECEIVER • MESSAGE
VERBAL COMMUNICATION • WRITTEN WORD • SPOKEN WORD
NONVERBAL COMMUNICATION • BODY LANGUAGE • GESTURES • SIGNING • EXPRESSIONS • TOUCH
Nonverbal and Verbal Communication Skills • Nonverbal Communication Skills • Appearance • Body language • Eye contact • Facial expressions • Gestures • Verbal Communication Skills • Conversational manners • Grammar • Inflection • Power of what you say
LISTENING SKILLS • SHOW • HEAR THE MESSAGE
LISTENING CONT. • MAINTAIN CONTACT • DO NOT INTERRUPT
SENSES USED IN COMMUNICATION • SIGHT • HEARING • TOUCH • SMELL
ANNOYING HABITS • TAPPING FINGERS • SIGHING • ROLLING EYES
MORE BAD HABITS • BITING PENCIL • TWIRLING PENCIL • PLAYING WITH HAIR • BITING NAILS
SUBJECTIVE DATA • WHAT THE PATIENT TELLS YOU • CANNOT BE SEEN • SYMPTOMS
OBJECTIVE DATA • CAN BE SEEN OR MEASURED • DATA COLLECTED • SIGNS
4 ELEMENTS THAT INFLUENCES COMMUNICATION • PREJUDICE • ATTITUDES • FRUSTRATIONS • LIFE EXPERIENCES
BARRIERS TO COMMUNICATION • LABELING • SENSORY IMPAIRMENT • TALKING TOO FAST • CULTURE
BARRIERS • PREJUDGING • ARGUING • STEREOTYPING • LANGUAGE DIFFERENCE
EFFECTIVE COMMUNICATION • SPEAK CLEARLY AND SLOWLY • USE TACT • BE POLITE • THE MESSAGE THAT IS SENT, GETS THROUGH
SLANG IMPROPER GRAMMAR TACTLESS STEREOTYPING DISRESPECT UNFAMILIAR WORDS MUMBLING SPEAKING TOO FAST ATTITUDE SARCASM INEFFECTIVE COMMUNICATION
4 FACTORS THAT INFLUENCE TRANSMISSION OF MESSAGE • TONE AND PITCH OF VOICE • MESSAGE DELIVERED CLEARLY • RECEIVER UNDERSTANDS • DISTRACTIONS/INTERRUPTIONS
FACTORS TO AVOID INTERFERENCE • MESSAGE MUST BE CLEAR • MESSAGE MUST BE DELIVERED IN A CLEAR ,CONCISE MANNER • THE RECEIVER MUST BE ABLE TO HEAR AND RECEIVE THE MESSAGE • THE RECEIVER MUST BE ABLE TO UNDERSTAND THE MESSAGE • INTERRUPTIONS/DISTRACTIONS MUST BE AVOIDED
FIVE C’S OF COMMUNICATION • MESSAGE MUST BE: • CONCISE • CLEAR • COMPLETE • COHESIVE • COURTEOUS
HOW WE “HEAR” THE MESSAGE • 70% NONVERBAL ( APPEARANCE, SKILL) • 20% VOCAL ( THE WAY IT IS SAID) • 10% VERBAL ( THE WORDS THAT ARE USED)
It Matters How You Say it! • It Matters How You Say It! • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation)
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger)
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining)
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me)
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea)
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea) • What do you want me to do?
It Matters How You Say It! • What do you want me to do? (accusation) • What do you want me to do? (anger) • What do you want me to do? (complaining) • What do you want me to do? (Not him or her, but me) • What do you want me to do? (Plea) • What do you want me to do? (Request for information)