Communic Skills

8/14/2019 Communic Skills

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By

Assistant professor Family Medicine

Qassim Medical College

1429 -1430



Session Objectives

By the end of the session, the participant will be able to:

How to enhance communication

Identify verbal and non-verbal communication

Describe reasons that communication fails

Practical learning sessions

To know what is counseling





Communication Skills

Definition of communication :• Human communication is the process of creating

meaning between two or more people . • It is the transferring of a thought or a message to

another party, so it can be understood and actedupon



Elements of the communication process

There are six elements in the communication process :

1 . Source - The speaker; the originator of thecommunication .

2 . Message - The meaning the speaker wishes totransfer.

3 . Channel - The verbal or non-verbal method bywhich the messages transmitted .4 . Receiver - The person or group for which the

message is intended .5 . Feedback - The receiver's verbal and non-verbal

response to the source of communication.6 . Interference- Any factor that could interfere with

transmission of the message.



What Can We Communicate ?

I n f o r m a t i o n

A t t i t u d e s

I d e a s

N o r m s



All communication methods are important intraining

But

Our emphasis will be upon the spoken word...70 % or all our communication efforts are:

- Misunderstood - Misinterpreted

- Rejected - Disliked

- Distorted - Not heard

In the same language, same culture!



A skilled Physicianmust be a

successful communicator !

Physicians requires frequent and high

quality communication with his patients



The Goals of Training Communications:

To change behavior

To get action

To ensure understandingTo persuade

To get and give

Information



Communication is the process of sending

and receiving information among people…

SENDER RECEIVER

Feedback

receiver sender



Effective communication:

When the stimulus as it was initiated and

intended by the sender or sourcecorresponds closely with the stimulus as it is

perceived and responded to by the receiver:

R (receiver's meaning)S (sender's meaning)



All messages do not reach the receiver due to

“distortion”

Sender Receiver

Feedback

Distortion



مر بن الخط” :ع المسكن بيتي ف دهجمل يف ئقلا ،دقملا

ٌقو احده لي لة ز نيأيل ،ا

“دقملا تيب ف



ثآ د ذلا كملا

ن قرحة

كيل

Wh t di i h b i



What causes distortion or the barriers

to understanding/listening?

• Perceptions• Language• Personal Interests

• Emotions

• Environment – noise• Preconceived /expectations• Attention span

• Physical hearing problem• Speed of thought



Preparing the Message

The following steps represent the processyou should follow in preparing the message:1 . Select topic : knowledgeable and interested for you and

patient (audience).

2 . Formulate a specific purpose : that clearly states theobjective of the message.

3 . Analyze the audience and setting : age, sex, socialclass, occupation, culture, beliefs/religion.

4 . Organize the information : arrange the message so thatit will be easily received by the audience.

5 . Rehearse the speech: You should rehearse themessage a sufficient number of times.



Language

Language is a primary channel of communication, and howyou use it will greatly affect the outcome of your message .

Four guidelines can assist you in using language effectively :

1 . Be clear: Clarity means using language the audience will

immediately understand, think of your-self as a translator.2 . Be specific: Means limiting the meaning of your

language; reduces the possible range of assumptions of the audience .

3. Be concrete: Give your language life, action gives vitalityto your language.

4. Be appropriate: Avoid certain types of language such asslang, informal language, jargon (language characteristicsof a group).



Listening …the other side of

communication

Messages must be received as well as sent.

A good question to ask yourself is, are you reallylistening or simply waiting for your turn to talk.

If you are thinking about your reply before the other person has finished, then you are not listening!

Too many people see communication as merely speaking.





How can to improve your listening skills

Use sparetime wisely

.Listen for ideas and content

Delay evaluation

Develop a desireto listen

Build goodlistening habits

Pay attention



Effective Listening …try it out!

Listen to support the speaker understand the message

Give constructive feedback Listen

Try out these summarizing phrases:

“If I understand you correctly, your main concerns are…”

“These seem to be the key ideas you have expressed…”





Verbal aspects of non-verbalcommunication

Voice affects message regardless of the words .

Three important aspects

you should know :

1. Rate: Rate is the speed at which you speak, the

normal rate is 125 to 150 words per minute .

2. Pitch: Pitch refers to how high or low your voice

sounds3. Loudness: Volume should be always sufficient

to be heard comfortably by even the farthest

member of the audience .



O t i d ith b tt



Outcome improved with better

communication

• Symptom resolution• Psychological distress reduced• Health and functional status improved

• Blood pressure control improved• Pain control improved• Patient anxiety reduced

From Slewart U (1995). Effective physician-patient communication and patientoutcomes: a review. Canadian Medical Association Journal 152: 1423-1433.



Factors in communication which improve (compliance)

• Clinician understands the patient• Clinician's tone of voice

• Clinician elicits all the patient's health concerns• Patient is comfortable asking questions• Patient perceives that sufficient time is spent with

the clinician

Stewart Metal. (1999) Evidence on patient communication. Cancer Prewnffon and

Control 300: 35-30.



Factors Against Clinician

76%complaining patients as the cause of their complaint against their clinician:

• Feeling deserted

• Feeling devalued• Information poorly delivered

• Lack of understanding.

Stewan M et al. (2DOO) The iinpact or patient-centred care on outcomes. Journal of

Family Practice 4ffi 796-804.





What is Counseling?

• Helping the persons to help themselves “

to choose !! ”.

• “relationship through which a person whoneeds help is enabled to change in ways

that the person finds helpful”





How?

Stage I - ExplorationStage II - Understanding

Stage III - Taking action

3stages ( Egan 1982)



Stage I - ExplorationAims:

• Establish rapport

• Enable client to explore feeling

Skills:• Attending & good listening

• Active listening (reflecting, paraphrasing &

summarizing)• Open questions

• Concreteness/ probing

• Respect/ empathy



Stage II - Understanding

Aims:• Piece together data from stage I to see the

“bigger picture”• Develop new & more objective perspectives

and better self-understandingTO SEE THE NEED FOR CHANGE AND THE DIRECTION

Skills:• Integrating information• Challenging (information sharing, advanced

empathy, confrontation, self-disclosure &immediacy)



Stage III - Taking action

Aims:• Defining realistic goals.• Implement effective change.

Skills:• Goals & strategy setting.• Facilitating action( immediate preparation, challenge

and support )• Evaluation ( of participation, of goals, of strategies)• Closure of the session.



Credibility

It means being believable in the eyes of the audience .Three important qualities of personal credibility:

1 . Integrity -The speaker's honesty and truthfulness.

2 . Intelligence -The speaker's knowledge and wisdom

3 . Goodwill -The speaker's sincerity, interest in

and concern for others .



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