What is Communication skills

What is Communication?

Communication

• Communication has been derived from the Latin word “communis”, meaning to share.
• Two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information but also create and share meaning.
• “sending, giving, or exchanging information and ideas.”
• Communication requires a sender, a message, and an intended recipient.

Most common ways to communicate

• Speaking
• Writing
• Visual Images
• Body Language

Benefits

• identify patients’ problems more accurately:
  • Improve Pts understanding & Information retention
  • Increase adherence to treatment
  • Patients adjust better psychologically
  • Pts more satisfied with their care
• Doctors with good communication skills have greater job satisfaction and less work stress,
• Delivery of high-quality health care.

(Roter 1987, Betakis 1991, Stewart 1995)

Communication skills - why bother?

• Why learn communication skills?
• Can you learn communication skills?
• What is there to learn?
• How is it taught?
• Where next?

Why learn communication skills?

1. reasons for the patient’s attendance
2. gathering information
3. explanation and planning
4. adherence to plans
5. medico-legal

• Enables us to become better doctors clinically
• Improves patient care and disease outcomes

Can communication skills be taught?

• communication is a clinical skill
• it is a series of learnt skills
• experience is a poor teacher
• there is conclusive evidence that communication skills can be taught
• and that communication skills teaching is retained

How to teach communication skills?

• Observation
• Video or audio playback
• Well-intentioned feedback
• Rehearsal
• Active small group or 1:1 learning

Effective communication

• is essential to the practice of
• high quality medicine

Effect on Health Outcomes

• The reduction of anxiety.
• The reduction of psychological distress.
• Pain relief.
• Symptom resolution.
• Mood improvement.
• Reduction of high blood pressure.

(Stewart 1995).

Main Remarks

“The main remarks made by patients in the PHC centers in Riyadh was that:

• “physicians were not listening enough to their complaints.” ( Saeed 2001 )

Setting:

• Privacy,
• Avoid interruptions,
• Comfortable lighting & temperature,
• Arrangement of seats,
• Distance,
• Level.

ACTIVE LISTENING

Use Non-verbal Communication:

• Smile,
• Gestures,
• Eye contact,
• Your posture.

Techniques to improve listening skills

• PARAPHRASE
  • Restate what was said in your own words
• SUMMARIZE
  • Pull together the main points of a speaker
• QUESTION
  • Challenge speaker to think further, clarifying both your and their understanding

Non-Verbal Communication

• How You Speak 38%
  • 38%
  • voice dynamics:
    • tone
    • inflection
    • volume
    • accent
    • non-word sounds; and…
• Words 7%
• Your Body Language 55%
  • 55%
  • Face and body:
    • non-verbal communication or face and body language.

RECOGNIZING NON VERBAL COMMUNICATION

• FACIAL EXPRESSION
• GESTURES & POSTURES
• VOCAL CHARACTRISTICS

RECOGNIZING NON VERBAL COMMUNICATION

• PERSONAL APPREARENCE
• TOUCH
• TIME & SPACE

Example of body language

• Folded arms and leg crossed away from you:
  • Rejection
• Tapping fingers:
  • Impatience
• Avoiding eye contact:
  • Untrustworthy

Example of body language

• Sitting with legs crossed, foot kicking slightly:
  • Boredom
• Biting nails:
  • Anxiety
• Shoulder hunched, hands in pockets
  • Depression/Dejection

PITFALLS

in
Communication with Pts

:(

Fig. 3.2 The physical barrier

Blocking behavior

• Interrupting;
• Offering advice and reassurance before the main problems have been identified;
• Lack of concern;
• Attending to physical aspects only;
• Switching the topic.