Basic communication skills prof satya 2019
21 likes3,174 views
The document discusses the essential aspects of communication, emphasizing its verbal and non-verbal components, where 55% is conveyed through body language. It outlines the importance of active listening, which involves four key steps: listening, questioning, reflecting, and agreeing, while also identifying barriers to effective communication, especially psychological barriers. Overall, the document highlights that strong communication skills are critical in the medical profession for effective interactions with patients and families.
Basic communication skills prof satya 2019
- 13. ATTENTION
- 17. REFLECTION BY THE GROUP
- 18. DR. V. SATHYANARAYANAN M.B.B.S., M.D., ACME PROFESSOR OF PHARMACOLOGY SRM MCH & RC, KATTANKULATHUR, CHENNAI, INDIA
- 19. OUTLINE What Is Communication ? Elements of communication Importance of communication Nonverbal communication Importance and types of body language Types of communication skills Establishing rapport Communication and listening skills 5 steps of Active listening Techniques for verbal communication skills Common barriers to communication
- 20. OBJECTIVES OF THE SESSION At the end of this session, the student will be able to: Describe the basic elements of communication skills Explain the importance of listening in communication Recognise the common barriers to communication Observe patient and family interactions ( Videos , Role plays ) Reflect on the appropriate ways to respond
- 29. WHAT IS COMMUNICATION ? the exchange of information, ideas, or feelings something communicated, such as a message It’s an art as much as a science
- 40. REFLECTION
- 43. COMMUNICATION 7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listener’s understanding most.
- 46. TYPES OF BODY LANGUAGE Remember that you are dealing with “PEOPLE” (P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT How’s your “Lighthouse”? (O)RIENTATION How do you position yourself? (P)RESENTATION How do you deliver your message? (L)OOKS Are your looks, appearance, dress important? (E)XPRESSIONS OF EMOTION Are you using facial expressions to express emotion?
- 47. A B
- 53. REFLECTION
- 64. How do you go about Establishing Rapport? You need Self-Confidence You must Understand People You must be Enthusiastic You must make Eye Contact You must be Interested in them
- 71. Listening vs. Hearing Hearing- physical process; natural; passive Listening- physical & mental process; active; learned process; a skill Listening is hard! You must choose to participate in the process of listening
- 74. Listening is the most powerful form of acknowledgment …a way of saying, “You are important.”
- 75. 4 Levels of Listening The Non-Listener The Marginal Listener The Evaluative Listener The Active Listener
- 76. Active Listening • … Allows you to make sure you hear the words and understand the meaning behind the words • Goal: go beyond listening to understanding
- 77. Active Listening Requires… Definite Intent to Listen Focus on the Speaker Verbal and Non-Verbal Encouragers Feedback Loop to ensure Accuracy
- 78. Active Listening (4 Steps) 1. Listen 2. Question 3. Reflect-Paraphrase 4. Agree
- 79. Step 1: Listen To Feelings As Well As Words Words – Emotions – Implications Focus on Speaker Don’t plan, speak, or get distracted What Is Speaker Talking About? Topic? Speaker? Listener? Others? Look At Speaker
- 80. Step 2: Question 3 Purposes Demonstrates you are listening Gather information Clarification Open-ended Tell me more? How did you feel? Then what happened?
- 81. Step 3: Reflect-Paraphrase Reflect What Is Said (In your words) Reflect Feelings Reframe Capture the essence of the communication Remove negative framing Move toward problem solving
- 82. Step 4: Agree Get Speaker’s Consent to Your Reframing Speaker Has Been Heard and Knows It! Solution Is Near!
- 83. ACTIVITY Speaker – talk for 2 min. Listener – listen using the skills we’ve discussed Observer – observe the application of the skills and take notes
- 85. Some useful phrases for active listening: Confirming: Let me confirm... Can I make sure I understand what you’ve said..? Can I just check? Summarising: Can I summarise what you’ve said please? I think you said... Checking: Is that right? Have I understood you correctly?
- 86. Listening Maintain eye contact Do not interrupt Build rapport Clarifies situation Do not make assumptions Ask questions
- 88. Listening Skills - Tips The SOLERapproach ( Egan, 2002) Squarely face the person Open posture Lean towards the person Eye contact Relax
- 89. EFFECTIVE LISTENING SKILLS VIDEO
- 93. A woman without her man is nothing
- 94. A woman. without her, man is nothing
- 98. CLINICAL VERBAL COMMUNICATION - VIDEO
- 116. BARRIERS TO EFFECTIVE LISTENING VIDEO
- 118. SUMMARY Communication skills are of vital importance in medical profession It has verbal and non verbal components. 55% of our communication is with body language. Hearing is passive; Listening is active Active listening is very important for understanding the communicated message. Active listening has 4 steps. Though there are several barriers to communication, psychological barrier is the most important one. The important building block of any communication is giving value and respect.