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Chapter 4 - Communication with patients, families, and coworkers. After studying this chapter you will be able to understand: Identify elements of the communication circle, give examples of positive and negative communication, list ways to improve listening and interpersonal skills, explain the difference between assertiveness and aggressiveness,...
PowerPoint® to accompany Medical Assisting Chapter Second Edition Ramutkowski Booth Pugh Thompson Whicker Copyright © The McGraw-Hill Companies, Inc Permission required for reproduction or display Communication with Patients, Families, and Coworkers Objectives 41 Identify elements of the communication circle 42 Give examples of positive and negative communication 43 List ways to improve listening and interpersonal skills 44 Explain the difference between assertiveness and aggressiveness 45 Give examples of effective communication strategies with patients in special circumstances Communication with Patients, Families, and Coworkers Objectives (cont.) 46 Discuss ways to establish positive communication with coworkers and superiors 47 Explain how stress relates to communication and identify strategies to reduce stress 48 Describe how the office policy and procedures manual are used as a communication tool in the medical office Introduction You are the key communicator between the physician and patient Your interaction sets the tone for the office visit Developing strong communication skills are just as important as mastering administrative and clinical skills Communication will influence how comfortable the patient feels in your practice Examples of Customer Service Telephone techniques Writing or responding to telephone messages Explaining procedures to patients Assisting with billing issues Creating a warm and reassuring environment The Communication Circle MESSAGE Source NOISE Receiver FEEDBACK The communication cycle involves an exchange of messages through verbal and nonverbal means Maslow’s Hierarchy Self-Actualization Esteem Needs Love Needs Safety Needs Physiological Needs Deficiency Needs Positive Communication Communication promotes patient’s comfort and well being Set the stage for positive communication Encourage patients to ask questions Speak slowly and clearly Negative Communication Look for and ask for feedback to help You curb negative communication habits • • • • • • • • Mumbling Speaking brusquely Avoiding eye contact Interrupting patients as they speak Rushing explanations Forgetting common courtesies Showing boredom Treating patient impersonally Body Language Facial Expression Eye Contact Posture Open Closed Touch Personal space In many instances, people’s body language conveys their true feelings, even when their words may say otherwise 10 Terminally Ill Patients KublerRoss’ Stages of Dying Denial Anger Bargaining Depression Acceptance 25 Communication with Coworkers Develop rapport Use proper channels Have a proper attitude Plan an appropriate time for communication 26 Communicating with Superiors Keep superiors informed Ask questions Minimize interruptions Show initiative 27 Dealing with Conflict Do not “feed into” others negative attitudes Be personable and supportive Refrain from passing judgments Do not gossip Do not jump to conclusions 28 Managing Stress Stress can motivate you Stress can be overwhelming and affect you physically Learn to manage stress Be realistic about how much you can handle at work and in your life 29 Burnout End result of prolonged periods of stress without relief Type A personality Highly driven, perfectionisttype person More susceptible to burnout Type B personality More relaxed, calm, “laid back” Less prone to burnout 30 Stages to Burnout Honeymoon Awakening Brownout Fullscale burnout Phoenix phenomenon 31 Policy and Procedures Manual Key written communication tool Policies Dictate the daytoday workings of an office Describes chain of command Procedures Detailed instructions for specific procedures 32 Policies Office purposes Rules and regulations Job descriptions Office hours Dress code Insurance Vacation and sick leave Maintenance of equipment Mailings Bookkeeping Scheduling appointments OSHA 33 Procedures Purpose of test Specimen required and collection method Reagents, standards, controls, and media used Instrumentation Stepbystep directions Calculations Expected values Procedures Limitations of methods References 34 Development of Manual Plan format and organization Create an outline Develop and update material Contact National Committee for Clinical Laboratory Standards (NCCLS) for help 35 Summary Medical Assistant You are the key between the office and patient Communication Skills: Listening, interpersonal, and assertiveness People with Special Needs: Anxious, angry, elderly, hearing and visual impaired Develop working relationships and help office run smoothly 36 Apply Your Knowledge Developing communication skills for the medical office is as important as mastering administrative or clinical tasks True or False Good communication requires patient feedback at every step True or False 37 Apply Your Knowledge Answer Developing communication skills for the medical office is as important as mastering administrative or clinical tasks True Good communication requires patient feedback at every step True 38 End of Chapter 39 ...Communication with Patients, Families, and Coworkers Objectives 4 1 Identify elements of the communication circle 4 2 Give examples of positive and negative communication 4 3 List ways to improve listening and interpersonal ... Communication with Patients, Families, and Coworkers Objectives (cont.) 4 6 Discuss ways to establish positive communication with coworkers and superiors 4 7 Explain how stress relates to communication and identify strategies to reduce stress... 4 3 List ways to improve listening and interpersonal skills 4 4 Explain the difference between assertiveness and aggressiveness 4 5 Give examples of effective communication strategies with patients in special circumstances