Download Chapter Five Interpersonal Skills and Human Behavior

Interpersonal Skills,
Human Behavior
& Non-Verbal Communication
Chapter 5
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
1
Introduction
The medical assistant’s interpersonal skills help to
set the tone of the office.
Your interpersonal skills and human relations will
cross, and the successful medical assistant will
work to improve both sets of skills throughout his
or her career.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
2
Questions to consider…



How can the medical assistant treat patients
as individuals during a busy workday?
How does the medical assistant communicate
effectively with the patient?
How will developing good listening skills
make the medical assistant more effective?
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
3
The Patient’s Perception
The patient’s perception (observation) of the
physician’s office and the staff members is
critically important.
Perception may not be accurate at all times, but
what the patient perceives is just as important as
what is actually happening.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
4
First Impressions




First impressions are still lasting ones!
First impressions are more than physical
appearance or dress.
Opinions formed in the first few moments of
meeting last much longer in our thoughts than
the actual time we spend with a person we have
just met.
The first impression includes attitude,
compassion, and the smile!
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
5
Introductions






Always introduce yourself to patients
Smile
Wear a name badge
Show the patient around the office
Introduce other staff members to the patient
Put the patient at ease
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
6
Verbal Communication with Patients








Speak clearly and enunciate properly.
Vary the pitch of the voice.
Use appropriate volume.
Speak at an audible level.
Make eye contact.
Speak in an animated fashion.
Show concern.
Do not interrupt a person who is speaking.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
7
Verbal Communication
Tone of voice is very important in communication.
Verbal Communication depends on words and
sounds.
 Never be sarcastic.
 Never be rude.
 Never make an inappropriate remark and follow
it by saying “I was just kidding.”
 Take care not to hurt anyone’s feelings with
words or phrases.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
8
Appearance



Appearance is a vital part of nonverbal
communication.
In the medical profession, patients expect
professionalism, and conservative appearance
is preferred to avoid being treated minimally.
The successful medical assistant expresses:
self-esteem
confidence
pleasant facial expressions
caring attitudes
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
9
What Can Touch Mean?
Touch, in the medical profession, can be
comforting or can promote a sexual harassment
lawsuit.
 Be very careful when touching a patient.
 Nonconsensual touching can be considered
battery in today’s litigious society.
The medical assistant should not be afraid to
touch patients in an appropriate manner.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
10
Nonverbal Communication
Nonverbal communications are messages that
are conveyed without the use of words. They are
transmitted by:
 Body language
 Gestures
 Mannerisms
 Eye movement
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
11
Examples of Body Language







Eye contact
Facial expression
Hand gestures
Grooming
(appearance)
Dress
Space (distance)
Tone of voice



Posture (patients can
signal anger,
depression, fear,
helplessness)
Touch
Watch for signals from
patients, such as
tears, sad
expressions, or volatile
temper.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
12
Patients Need and Listening!
Remember that patients are in the office to be cared for.
 They may have great concerns.
 They may be very apprehensive.
 They may be fearful.
 Allow patients to do most of the talking.
 Do not offer personal information about your own life
and problems.
 Share only positive experiences, and then, only briefly.
 Do not burden the patient with your problems at any
time!
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
13
Listening to Patients
Listening is paying attention to sound or hearing
something with thoughtful attention.
Patients must know that we are listening—not
only hearing the words that are being spoken, but
attempting to interpret what the patient is trying to
communicate.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
14
What May Prevent Us from Listening?





Our own thoughts distract us.
Situations in our lives make it hard to listen.
Conversation seems meaningless and
unimportant.
Exhaustion makes listening difficult.
We have prejudged the speaker and feel there
is no need to listen.
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
15
Ask Open-Ended Questions
To help a patient get their story across, ask openended questions:
 Can you explain what the pain feels like?
 When did you first notice these symptoms?
 What are you usually doing when you have
symptoms?
 What do you think is causing the symptoms?
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
16
Boundaries with Patients
Setting boundaries at work helps to avoid awkward
situations and misunderstandings.
 Call a person by a first name or Mrs./Ms./Mr.
 Refuse to listen to offensive jokes
 Leave the door open when speaking with someone of
the opposite sex
 Do not reciprocate (return) inappropriate behavior.
 Know how you expect to be treated and
communicate that to others.
 Stay professional at all times!
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
17
Closing Comments



Interpersonal skills are critical to the medical
assistant
Communication is a part of most events
during every day
All communications must be effective to be of
benefit
Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
18