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Essentials of Communication

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12 views18 pages

Essentials of Communication

Uploaded by

shachi.oza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Communication

Skills- Mental
Healthcare Setting
Communication: Definition, Meaning & Types

Exchange of information

Verbal/Non-verbal

Oral/Written

Between 2 or more people


How do we know communication was successful?

First Message (Clear, Concise)

Understands, Clarifications/Questions

Provides Clarification

Effective response

Sender Receiver
Achievement of desired
outcome/goal/task
Barriers to clear communication
Physical Barriers:

Language differences

Assumptions/stereotyping:
…cont Barriers to clear
communication
Information Overload
“Constantly talking isn't necessarily
communicating.”
Charlie Kaufman

Poor listening skills

Emotional/Psychological Barriers
Poor communication:
Examples/Reasons
What is wrong with each of the following questions/statements/situations?

1. Boss to Employee: “I need the report quickly”

2. “How satisfied are you with the product quality and customer service?”
3. Patient on the phone: “Hello, I want to see a senior doctor.”
Staff: “Could you tell me the diagnosis and the source of referral?”

4. Patient: Speaking in Kannada/Marathi/Hindi, Staff responds in English “The most important


thing in communication
is to hear what isn't
being said.” ― Peter
Drucker
Patients coming to Manoshanti
Common Nature of Mental state of Patients
Disorders illness and family members
Depression and other
Mostly Chronic Unwell/Symptomatic
mood disorders
Anxiety Disorders Impacts behaviour Stressed, Tired, Frustrated
OCD Family Life Can sometimes get angry, raise their tone, cry
Schizophrenia/Psychosis
Job/employment
Dementia/Alzheimers
Stigma
Substance use

In such a setting, good communication becomes even more important


Scenario 1

A young woman approaches the receptionist: Good


morning, I have an appointment with the doctor at 11 AM. Was this interaction okay?
Receptionist: What is the patient’s name? Why not?
Young woman: Manoj What did the receptionist do incorrectly?
Receptionist: Okay. And how are you related to the
What would have been the correct way to respond?
patient?
Young woman: I am his girlfriend
Receptionist (raising an eyebrow): Sorry? You are…?
Young woman: I am his girlfriend
Receptionist: clearly uncomfortable. Okay, I will note it as
“friend”.
Scenario 2
A family (Father, Mother and 5 year old child) have What seems to be the problem with the child?
come to the OPD.
Is the reaction of the receptionist alright?
The parents approach the receptionist and says they
have an appointment. The child starts running inside The receptionist did not “say” anything.
the clinic. The father runs after the child, picks him up Then what is wrong with her reaction?
and goes back to the reception. Here, the child starts What would have been an appropriate
picking up the notepad and pen of the receptionist. reaction?
The father takes it from the child and puts it back. Now
the child picks up the phone receiver.
The receptionist is trying to ask the mother questions,
but keeps getting distracted by the child’s behaviour.
The child now picks up the water bottle. Finally, the
receptionist gets annoyed, and takes the bottle away
from the child.
Rishabh is a 20 year old boy with
Schizophrenia. He always comes to the
clinic with his father. They have missed the
Scenario 3 Scenario 4
last two appointments. Both times you
A family (parents, son and daughter) is confirmed the day and time of the
in the doctor’s cabin. appointment, and Rishabh’s father
confirmed they would be there on time, but
The session has gone on for more than they didn’t come. Now they are again
45 minutes. You (at the reception) can
asking for an appointment. Naturally, you
hear loud voices. It seems like they are
arguing among themselves. After 10 ask, “Sir are you sure you will come this
more minutes, they come out. All of time?” The father gets irritated with you. His
them look upset. As they approach you tone is high and he says, “what do you
to pay the fees, you see that the mother mean by whether we will come or not? Just
is crying. because we missed the last two
appointments, you are behaving in this
What should your reaction be?
manner? I am going to complain to the
doctor about you…”
What should your reaction be?
Techniques for good
communication
1. Active Listening
2. Good verbal & non-verbal communication
3. Culturally awareness and sensitivity
4. Telephone etiquette
5. Handling difficult situations
6. Feedback and continuous improvement
Active Listening
We have two ears and one mouth so that we can listen twice as much as we speak ~ Epictetus

Listening by paying full Attention, Understanding what is being said, Responding appropriately
and Remembering the important points.

Full Attention: Completely Focused & avoiding distractions

Non verbal Cues: Maintain eye-contact, nod, Avoid Interruption: Let the speaker finish
use of facial expression speaking . Do not cut them off

Reflect back/Paraphrase: From time to time, repeat what the speaker said, in your own words.
This allows the speaker to know you were listening and an opportunity to correct you if needed

Clarify: Ask questions if something is unclear Empathy: Demonstrate understanding of the


to ensure your understanding is correct speaker’s emotions and feelings
Good Verbal and Non-Verbal
communication

Verbal Non-Verbal

Speak clearly Body Language

Avoid using technical terms/jargon Eye contact and Facial expression

Warm/professional, yet friendly tone Physical space

Formal/informal depending upon the audience Manage your own emotions


and context

Think like a wise man but communicate in the language of the people.
William Butler Yeats
Cultural awareness and
sensitivity
1. Non-Judgemental and open minded, avoid stereotyping
2. Be aware of your biases
3. Respect of others’ cultural practices, religious practices, food preferences and personal
choices
4. Patience
Telephone etiquette
Greet warmly: Use Hello!, Good morning!, Namaskara!
If they are a known client, ask how they are doing.
Listen actively, clarify with questions if required
Gather all necessary information
Keep a notepad and pen handy if you need to make notes
If you need to put them on hold, inform them. Use simple sentences like, “Can you please hold
on for a minute? I will confirm xyz and let you know”
At the end of the call, summarize briefly and confirm whatever has been decided
Handling difficult situations
Difficult situations are very common, especially in a healthcare setting and with patients and their
families. Your main role is to de-escalate

Stay calm and composed, take deep breaths if If possible and available, offer them a seat if
required; Ensure you speak slowly and in a low tone. they are standing
This helps the other person calm down
Validate: Use language like, “I can understand
Allow them to speak and vent, avoid why this has upset you” or “I understand this is
interruption difficult”

Focus on solutions, avoid blaming anyone Follow through on solutions you have offered

Escalate the matter to a superior if you feel you Reflect on the issue and come up with
are unable to handle it preventive strategies for the future
Feedback and continuous improvement

 Objective opinion on performance

 May sometimes feel like criticism,


 but one must try to take it
constructively

 Helps identify strengths and


weaknesses

 Leads to improvement in
performance and overall growth
DOs and DON’Ts
 Smile  Don’t be distracted/ appear uninterested when they
 Greet are talking
 Listen carefully
 Ask appropriate questions  Don’t get into an argument
 Give correct information and options
 Stay calm  Don’t have very long conversations about their
 If there is a child and they need to wait, problems, especially when there are others waiting-
 give them a toy, make them sit in the confidentiality matters
 children’s room
 Be polite, yet professional when a  Don’t “sell” services
patient or a family member is
emotional/crying  Do not call patient multiple times in a day

 Don’t start offering advice, especially about their illness

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