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Communication skills - Dr. Fouzia Khan 26.01.23.pptx
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- 3. Communication skill consistof the efficient transmission of information, including verbal communication, such as speech units and listening strategies, and non-verbal communication, such as gestures and expressions, eye contact and body language.
- 6. 5 Components of communicationprocess • Sender • Message • Channel • Receiver • Outcome of the receiver ( Shannon and weaver in 1949 added two more elements i-e noise, decoding, and another scholar added feed back to it.)
- 7. SMRC model ofcommunication (David Berlo’s model)
- 8. Communication… is two wayprocess and it involves active listening, which reflects the accountability of speaker and listener.it utilizes feed back. It is free of stress and its clear.
- 9. Inter-personal communication (IPC) • IPCis an exchange of information between two or more than two people. • Interpersonal communication in health care settings; The ability of the provider to elicit and understand patient concerns, to explain health care issues and to engage in shared decision- making if desired.
- 10. Types of communicationin healthcare settings 4 Types Verbal communication. (Para verbal) Non-verbal communication (or body language). Written communication. Formal communication. Visual communication
- 11. Verbal & para-verbal messages Effectiveverbal messages • Are brief, succinct, and organized. • Are free of jargon. • Do not create resistance in the listening. • Para verbal message • It is the way how we say it or transmit information by the tone, pitch, and pacing of our voices.
- 12. Continued… • Verbal communication Healthand social care workers are often so overwhelmed by the demands of their work that they rush the conversation, they do not create space for questions or do not take time to ensure the message is being understood. • Non-verbal communication (body language) Non-verbal messages are the primary way that we communicate emotions. Health care workers’ body language should convey confidence, credibility, empathy and reassurance.
- 13. Continued… • Written communication Inaccuratewritten information, incomplete handovers, illegible handwriting and unclear instructions can have a very damaging effect on patients. • Formal communication Whilst medical records and communication need a certain level of formality, and includes technical words that are difficult to understand for individuals not working in the field.
- 14. 5 pillars ofcommunication • Listen • Engage • Connect • Inspire • Guide
- 15. 5 keys ofgood communication skills Listen. Listening is the most important part of communication. ... Take Responsibility. ... Be Honest. ... When in Doubt, Say it: ... Be Objective.
- 16. 7 C’s /principles of effective communication • Clarity • Completeness • Courtesy • Cohesiveness/correctness • Conciseness • Concreteness • Consideration
- 17. How to ensureeffective communication? • Speak clearly and slowly. • Give one message at a time. • Use affirmative sentences. • Encourage the patient to speak. • Take time to capture the emotions the patients or family members express and create space if required. • Empathise. • Avoid pointing out mistakes unnecessarily. • Adapt to the patient’s language style if needed to ensure understanding
- 18. How is verbalcommunication effective? • Establish eye contact. • Create space for questions and double-check if the message has been understood. • Accompany verbal language with coherent body language. • Face the receiver at the same height, not from a dominant position. • Try to take a positive approach. • Show care, maintaining professionalism and respect at all times. • Call the receiver by their name.
- 19. How is non-verbal communicationeffective? • Health and social care settings can create stress and anxiety for patients and therefore it is key that the workers’ language conveys confidence, credibility, empathy and reassurance. (Body language, facial expressions, vocal quality etc.)
- 20. Benefits of effective Communication •Improve healthcare delivery services. • Create more transparency and openness. • Reduce complaints. • Build trust on the health and social care system. • Reduce stress. • Create a better working environment for care giver. • Increase self-confidence, professional standing, career prospects and job satisfaction.
- 21. Barriers of communication •Physical Barriers • Perceptual Barriers (cognitive biases of human mind/how we perceive the world around us) • Emotional Barriers (fears of what others think) • Cultural Barriers
- 22. Barriers of communication •Language Barriers • Gender based Barriers • Inter-personal Barriers ( are patterns of behaviors that prevents you from communicating effectively or that prevent people from communicating with you.) • Break through the Barriers ( as you communicate, try to change your own thoughts and feelings and see how it improves the interaction.)
- 23. Poor communication ; Theimpact of poor communication includes: • Diminished trust on the health and social care system. • Disciplinary action, dismissal and legal proceedings.
- 24. Role play Choose anytwo volunteers for each play. • Doctor - patient • Doctor – other staff
- 25. Post test…. • Questions& answers THANK YOU