Medical assisting Administrative and clinical procedures (5e) Chapter 4 Interpersonal communication

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,...

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Interpersonal Communication

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

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

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• Medical assistants must

– Recognize human behaviors

– Communicate effectively

• Professionally

• Diplomatically – Recognize obstacles that

affect communication

Elements of Communication (cont.)

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.

Human Behavior and Needs

• Different personality types – require different

communication styles

• Humanistic role in the healthcare process

– Attention

– respect

Developmental Stages of the Life Cycle

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Developmental Stages of the Life Cycle (cont.)

Developmental Stages of the Life Cycle (cont.)

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Maslow’s Hierarchy of Human Needs

Physiological Safety Love/Belonging Esteem

actualization

Self-Maslow’s Hierarchy (cont.)

• Deficiency (basic) needs

Human Behavior and Needs

• Considering patient’s needs

– Determine area of deficiency

– Adjust communication style

Apply Your Knowledge

You can communicate with all people in the same way Is this statement true or false, and why?

ANSWER: The statement is false Not all people are at the same place on Maslow’s hierarchy of human needs

To communicate effectively with a person, you need to understand what he or she is deficient in For example, you would use different communication styles when

talking to a homeless person who may have

psychological and safety needs than when talking to an elderly person who is lonely and depressed due to the recent loss of his or her spouse

Types of Communication

• Positive or negative

• Verbal or non-verbal

• Written

Positive Verbal Communication

• Communication

promotes the patient’s

comfort and well-being

• Sets the stage

• Examples

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Negative Verbal Communication

• Curb negative communication habits

• Pay attention to others in

service-oriented workplaces

Nonverbal Communication (cont.)

• Touch

• Personal space

Apply Your Knowledge

Mr Garcia comes to the desk to check in and asks if he will be seen on

time The receptionist continues with her paperwork, points to the

sign-in sheet, and tells Mr Garcia: “Just sign sign-in The doctor will be with you

when he can.” Explain why this is an example of negative

communication.

ANSWER: This is an example of negative communication

because the receptionist:

• Did not stop what he or she was doing – was not friendly or

attentive

• Did not greet Mr Garcia or make eye contact with him

• Did not give a satisfactory answer to Mr Garcia’s question

• Did not make sure Mr Garcia understood when he would be

seen

YEA!

Improving Your Communication Skills

• Listening skills

• Interpersonal skills

• Assertiveness skills

Listening Skills

• Passive listening

• Active listening

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Improve Listening Skills

• Prepare to listen

• Relax and listen attentively

• Maintain eye contact

• Maintain personal space

• Think before you respond

• Provide feedback

Interpersonal Skills (cont.)

• Genuineness

• Openness

• Consideration and sensitivity

Assertiveness Skills (cont.)

What is the difference between being aggressive and being assertive?

ANSWER: Assertiveness means standing by your principles while showing respect for others You

trust your instincts, feelings, and opinions and act

on them An aggressive person tries to impose his

or her own position on others or tries to manipulate them He or she is bossy, may be quarrelsome, and does not consider another’s feelings, needs,

thoughts, ideas, or opinions.

Therapeutic Communication (cont.)

• Offering general leads

• Making observations

• Encouraging communication

• Mirroring

• Reflecting

Ineffective Therapeutic Communication

Ineffective Therapeutic Communication

Defense Mechanisms

• Adaptive

• Nonadaptive

Defense Mechanisms (cont.)

Apply Your Knowledge

Check those of the following that are therapeutic?

ANSWER:

Reassuring Offering self Mirroring Being silent Giving approval Accepting

Probing Defending Making Observations Giving a broad

opening Disapproving

Communicating in Special Circumstances

• Some special circumstances inhibit

The Anxious Patient

• May not listen well or pay attention to what you

The Angry Patient

• Reasons for anger

• Do not take personally

• Goal ~ help refocus to solve

problem

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• Unique beliefs, attitudes, values, use of language and world views

• Avoid stereotyping

• Avoid generalization

Communicating in Special Circumstances

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• Cultural differences

• Language barriers

Communicating in Special Circumstances

• Limited reading skills

• Cultural competence

The Patient Who is Mentally or Emotionally

Disturbed

• Determine what level of communication the

patient can understand

• Suggestions

– Remain calm if the patient becomes agitated

or confused– Avoid raising your voice

– Avoid appearing impatient

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Terminally Ill Patients

• Respect rights

• Treat with dignity

• Kübler-Ross’s Stages of Dying

Patient’s Families and Friends

• Acknowledge family members and friends

• Keep them informed

about patient’s progress

• Remember to protect

patient confidentiality

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

Apply Your Knowledge

What can you do 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: do not belittle the patient’s

thoughts and feelings, be empathetic to the patient’s

concerns Help the patient recognize and cope with

the anxiety.

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

Communicating with Management

• Keep supervisor informed

• Ask questions

• Minimize interruptions

• Show initiative

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

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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

What strategies can you use to avoid conflict in the workplace?

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

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

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

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

worth, while still making the patient feel

comfortable and important

Aggressive medical assistants try to impose

their positions through manipulation

techniques

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

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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.

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

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)

End of Chapter 4