Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 7 Verbal and Nonverbal...

Copyright ©2012 Delmar, Cengage Learning. All rights reserved.

Chapter 7

Verbal and Nonverbal Communication


The Communication Process


Communication Styles

• Important to identify and adapt to the communication styles of others– Visual: learn best by seeing pictures or writing– Auditory: learn best by hearing– Kinesthetic: think in terms of terms of sensations

or feeling, and often move their hands when talking, and respond physically as well as verbally


Communication Barriers

• Barrier: Anything that gets in the way of clear communication


Communication Barriers

• Three common barriers– Physical disabilities– Psychological attitudes and prejudice– Cultural diversity


Active Listening

• Giving attention to the persons trying to communicate with you and taking an active interest– Examples: repeating words and phrases, giving

approving or disapproving nods• Signals to the sender that you are hearing and

following what is being said


The Importance of Perception

• Being aware of one’s own feelings and the feelings of others

• A skill acquired with experience and practice• Being attentive to the needs of others and your

surroundings will improve your perception skills• Anticipating the needs of others is a part of

perception that will enhance your effectiveness


Nonverbal Communication

• Communicating without using any form of speech

• It is possible to contradict a verbal message by using incongruous nonverbal communication

• Body language– A complex communication process– Involves unconscious use of posture, gestures, and

other forms of nonverbal communication


Types of Nonverbal Communication

• Appearance• Facial expression• Eye contact• Gestures• Distance• Silence

• A Note About Distance: – For a personal

conversation, the accepted space is 1.5 to 4 feet

– For social conversation, the accepted space is 4 to 12 feet

– In a public setting, the space can be 12 to 25 feet


Therapeutic Touch and Relationships

• A comforting touch helps patients feel that you care and gives them a sense of security and acceptance

• A handshake is a sign of friendship• A hug can convey feelings of warmth and

affection– Only if you are certain of the acceptable boundaries

expressed by the patient or by office protocol• Be sensitive to the patient’s reaction when

touching is involved


Communicating Emotional Space

• Common questions used to find out the emotional states of patients:– “What seems to be the problem today?”– “What brings you here to see the doctor today?”– “Can you tell me about the problem you seem to

be having?”– “Can we talk about what has been giving you

concern that brings you in to see the doctor?”


Maslow’s Hierarchy of Needs


Maslow’s Hierarchy of Needs

• The first four are grouped together as “deficit needs”– Physiological – Basic survival needs– Safety – Stability– Belongingness and Love – Being with someone or

a group– Esteem – Respect, self-respect, confidence, and

independence• The fifth and highest level: Self-Actualization


Kübler-Ross’ Stages of Grief

1. Denial2. Depression3. Bribery4. Anger5. Resolution


Defense Mechanisms

• Why we use defense mechanisms– To deal with unpleasant and socially unacceptable

circumstances or behaviors– To help make an emotional adjustment in

everyday situations• Everyone uses various defense mechanisms

from time to time, but habitual use can result in negative feelings or outcomes


Types of Defense MechanismsRepression CompensationSuppression Temporary WithdrawalDisplacement DaydreamingProjection MalingeringRationalization DenialIntellectualization RegressionSublimation Procrastination


Coping Skills

• Can be positive (adaptive) or negative (nonadaptive)– Positive coping will help you through situations as

nearly the same level as those who do not have the disadvantage

– Negative coping skills may provide short term relief or distraction, but can ultimately worsen the circumstance


Self Awareness

• MAs have many opportunities daily to observe patients’ mental and emotional states

• These observations have a direct influence on MA behaviors, which in turn directly influence overall health

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Copyright ©2012 Delmar, Cengage Learning. All rights reserved. Chapter 7 Verbal and Nonverbal...

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