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Chapter 7
Verbal and Nonverbal
Communication
Copyright ©2012 Delmar, Cengage Learning.
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The Communication Process
Copyright ©2012 Delmar, Cengage Learning.
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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
Copyright ©2012 Delmar, Cengage Learning.
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Communication Barriers
• Barrier: Anything that gets in the way of clear
communication
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Communication Barriers
• Three common barriers
– Physical disabilities
– Psychological attitudes and prejudice
– Cultural diversity
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Active Listening
• Giving attention to the persons trying to
communicate with you and taking an active
interest – participation in conversation
– Examples: repeating words and phrases, giving
approving or disapproving nods
• Signals to the sender that you are hearing and
following what is being said
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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
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
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
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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
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
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
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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?”
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Maslow’s Hierarchy of Needs
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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
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Kübler-Ross’ Stages of Grief
1.
2.
3.
4.
5.
Denial
Depression
Bribery
Anger
Resolution
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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
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Types of Defense Mechanisms
Repression
Suppression
Displacement
Projection
Rationalization
Intellectualization
Sublimation
Compensation
Temporary Withdrawal
Daydreaming
Malingering
Denial
Regression
Procrastination
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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
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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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