Communication Skills Dr Adibah Hanim Bt Ismail Family Medicine Specialist Department of Family Medicine PPSP, USM
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Communication Skills
Dr Adibah Hanim Bt Ismail
Family Medicine Specialist
Department of Family Medicine
PPSP, USM
COMMUNICATIONCOMMUNICATION
.
Definition
Imparting/conveying /exchanging ideas Imparting/conveying /exchanging ideas knowledge knowledge
Successful passing a message from one to Successful passing a message from one to anotheranother
What are the most common ways we communicate?
Spoken Word
Visual Images
Written WordBody Language
Methods
• Nurse/doctor with patients
• Person teaching/lecturing
• Writing letter
• Telephone/machine
• Radio/TV
• Newspaper/book
• Two friends talking
Process of sending and receiving information among people…
SENDER RECEIVER
Feedback
receiver sender
A. PROCESS
The rapportThe rapportThe timeThe timeThe messageThe message--clear,concise,correct, clear,concise,correct,
unambiguous and in contextunambiguous and in contextThe attitudes of both communicator and The attitudes of both communicator and
recipientrecipient--caring,empathy,respect,interestcaring,empathy,respect,interest
B. DOCTOR/PATIENTRELATIONSHIP
Doctors
Warm and sympatheticWarm and sympatheticEasy to talk toEasy to talk toIntroduced themselvesIntroduced themselvesAppeared self confidentAppeared self confidentListened to the patient and responded to Listened to the patient and responded to
their verbal cuestheir verbal cuesAsked questions which are easily Asked questions which are easily
understood and preciseunderstood and preciseDid not repeat themselvesDid not repeat themselves
C. ENVIRONMENT
Waiting roomWaiting roomThe appearance of consulting roomThe appearance of consulting roomPhysical barrierPhysical barrierPrivacy Privacy –– interruption(phone)interruption(phone)
D. MESSAGE
Content and nature may be uncomfortable Content and nature may be uncomfortable for the doctor/patientfor the doctor/patient
Language difficultyLanguage difficultyComplex problemComplex problemEmotional problemEmotional problemUncertainty and doubt e.g sexuality, Uncertainty and doubt e.g sexuality,
malignancy,abortion etc.malignancy,abortion etc.
THE IMPORTANCE OF THE IMPORTANCE OF GOOD COMMUNICATION GOOD COMMUNICATION SKILLSSKILLS
PURPOSE
To give information
To alleviate distress
To convey feelings
To form and maintain
relationships
To persuade
To make decision
ReassuranceTo solve problem
How To Improve Your Communication Skill
• Learn to identify which types of situations make youuncomfortable and then modify your behavior to achieve positive results
• It is a critical step in improving your communication skill.
• You can learn to become aware of behaviors in other people that prompt you to respond in negative ways and modify your own behavior to turn the situation into a positive experience.
1. AWARENESS OF YOUR OWN INTERACTION WITH OTHER PEOPLE
•do not fear apologizing for errors in judgment or insensitive actions
•Asking others for honest feedback about the way you interact with others can be very helpful.
•Accept the negative feedback along with the positive and make changes accordingly.
2. ACCEPT RESPONSIBILITY FOR YOUR OWN BEHAVIOR
• Positive body language is extremely important in your interactions with other people.
• If your words and your actions do not match, you will have a difficult time succeeding in social situations.
3. NON-VERBAL COMMUNICATION IS EQUALLY AS IMPORTANT AS VERBAL COMMUNICATION
• You must fight the urge to respond immediately and really listen to what the other person is trying to communicate.
• Offering suggestions or criticism before you are certain of the other person's intent can only lead to frustration forboth parties
4. GOOD LISTENER
Eliminate distractions
Concentrate
Focus on the speaker
Maintain an open mind
Look for nonverbal cues
Do not react to emotive words
Ask questions
Sit, so you can see & hear
How can we improve our listening skills?
Take notes
Ask for clarification
Avoid prejudices
PARAPHRASING
Restating what another has said
in your own words
PARAPHRASINGPARAPHRASING
Restating what another has said
in your own words
SUMMARIZING
Pulling together the main points
of a speaker
SUMMARIZINGSUMMARIZING
Pulling together the main points
of a speaker
QUESTIONING
Challenging participants to tackle & solve
problems
QUESTIONINGQUESTIONING
Challenging participants to tackle & solve
problems
Paraphrasing
Is simply restating what another person has said in your own words.
The best way is to listen carefully to what the other person is saying.
Practice some of the following techniques on your colleagues.
Use initial phrases such as:
In other words…
I gather that…
If I understand what you are saying…
What I hear you saying is…
Pardon my interruption, but let me see if I understand you correctly…
Summarizing…
“If I understand you correctly,your main concerns are…”
“These seem to be the key ideas you have expressed…”
Put all important ideas, facts or data together to establish a basis for further discussion and/or review progress.
Listen carefully in order to organize the information systematically.
It is useful for emphasizing key points.
Questioning…a critical facilitation skill
1. Close-ended generally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Otherwise, they inhibit thought.
2. Open-ended invite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical.
There are two basic types of questions:
Practice your questioning skills…
Rephrase the following closed questions to make them open-ended:
1. Are you feeling tired now?
2. Isn’t today a nice day?
3. Was the last activity useful?
4. Is there anything bothering you?
5. So everything is fine, then?
Answer
1. What tires you out?2. What kind of weather are we having today?3. How was the last activity useful?4. Tell me what is on your mind.5. Why are you looking so happy?
• It cannot be accomplished overnight
• You will become discouraged and overwhelmed if you attempt to change your entire personality all at once.
• Choose one or two traits at a time and work on those over a period of time.
• Learn to take advantage of your personal strengths and make a positive impact on others.
5. COMMUNICATION SKILL IS A PROCESS
• Use your positive personality traits in your interactions with others.
• Good communication and great listening skills are the most important tools you can use in improving your communication skill.
6. MAXIMIZE YOUR POSITIVE PERSONALITY TRAITS
ConclusionConclusion
You can learn how to improve your communication skill by developing excellent listening skills, learning to resolve problems and conflicts, understanding body language, and accepting responsibility for your own negative behavior.
Determination and self-awareness will make your desire to improve your communication skill a reality.
MAK CIK, INI ADA 3 JENIS UBAT.Yang warna putih, mak cik ambik sebiji bilasakit sahaja.Yang warna kuning, mak cik makan 2 biji 3 kali sehari, setengah jam sebelum makanmakanan.Dan yang warna oren ini, mak cik makan 1 biji 2 kali sehari, selepas bangun pagi dansebelum tidur malam.
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