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Chapter 8
Applying Communication Skills
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Critical Thinking Skills
• Also referred to as problem-solving skills or
analytical skils
• Critical thinking process
– Decide what you think and why you think it
– Seek other views and evidence (develop
arguments using supportive evidence)
– Decide which view is most reasonable
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All rights reserved.
Steps in Problem Solving
1. Determine what the problem is and write it down.
2. Ask if there is a problem chain or a series of events
that is a contributor.
3. Gather facts and ideas to help you decide what to do
about it.
4. Use analytical and creative thinking. List your
decisions and what you think their outcome will be.
5. Prioritize your decisions and begin testing them one
by one until results are satisfactory to you and others
concerned.
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with Patients
• Communication is a skill that will set you apart
from others
• Communication skills take time to develop
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All rights reserved.
Positive Communication Tips
Maintain eye contact and use a Comment on something the
warm and friendly greeting
patient is wearing or a common
interest or current event
Listen and take an active
Be friendly, open, confident,
interest in what the patient is
and caring
saying
Ask open-ended questions
Be confident
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with
Special Populations
• Communicating with Special Needs Patients
– Requires unique and individually tailored methods to
communicate instructions
– Reflective communication (acting as a verbal “mirror”)
can be especially helpful for any patient requiring
special attention
• Communicating with Culturally Diverse Patients
– Understand and respond with sensitivity to the needs
and preferences of diverse patients
– Incorporate cultural diversity awareness into your
routine when performing your duties
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with
Special Populations
• Communicating with Pediatric Patients
– Children are not just “small adults” and require a
much different approach than with adult patients
– Use the encouragement, empathy, enlistment, and
education to engage the child in health care
matters
– Use appropriate terminology
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with
Special Populations
• Communicating with Geriatric Patients
– The normal aging process involves:
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Sensory loss
Decline in hearing or memory
Retirement from work
Separation from family/friends
– These affect the geriatric patient in the ability to
communicate effectively
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with
Special Populations
• Communicating with Families
– Take caution to respect the patient’s privacy when
discussing health care issues with family members
– Do not relay information to the patient or family
that the physician has not directed you to do so.
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with
Special Populations
• Communicating with Difficult or Uncooperative
Patients
– The best approach is to hold off any negative
judgments and try your best to accommodate the
requests
– Steps to diffuse and resolve the matter:
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Let the patient vent
Avoid getting trapped in negative feelings
Express empathy to the patient
Begin problem solving
Mutually agree on the solution
Follow up
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All rights reserved.
Patient Education
• Can include verbal instructions, printed
materials, or electronic formats
• Steps in providing patient education
– Assess the patient’s ability to comprehend the
instructions
– Use reflective communication skills
– Provide a written copy of the educational
materials for the patient
• Document patient education sessions
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Patient Advocacy
• Advocates promote and protect the rights of
patients, frequently through a legal process
– Advocates assist patients on any matter affecting
their health, legal, or financial status
• Patients are also represented in response to
health care, insurance matters, prescription
drug coverage, DMV, and matters with large
health care institutions
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.
Communicating with the
Health Care Team
• Will be in a variety of methods
– Verbal, written, and electronic
• All communications should be respectful and
professional
– There is a difference between being assertive and
aggressive
• Communicating effectively with all members
of the team is fundamental to job
performance
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Medical Office Roles and
Responsibilities
• Coordinating a medical office requires great
skill
– There are multiple layers of policy, regulation, and
personalities that effect the day-to-day operations
– Each member of the staff has a unique set of
values, principles, and standards to offer
• Mutual respect and trust will enhance the
teamwork and efficiency
Copyright ©2012 Delmar, Cengage Learning.
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Communication Methods in the Office
• Intraoffice Communication
• Participating in Staff Meetings
• Performance Reviews as an Avenue for
Communication
– Employers are always aware of an employee’s
behavior. A person’s attitude shows at all times.
Copyright ©2012 Delmar, Cengage Learning.
All rights reserved.