Question

As a healthcare provider describe a communication encounter with a patient that could have been delivered more effectively. Describe verbal and nonverbal communication techniques you used with this patient (no names). For example, did you use active listening responses, questioning, feedback, specialized communication strategies, etc. . Include in your blog post:

1. Describe the interaction and communication that occurred (do not use names). Include the verbal/non-verbal interactions and behaviors you and the patient demonstrated.

2. Explain the therapeutic patient-centered communication skill(s) you practiced and used in the interaction. Why did you select this particular communication technique? Was the communication technique effective in this patient encounter or did you need to change your communication approach?

Answer 1

Ans) 1) Managers who are adept at dealing with negative emotions in the workplace are mindful of how and what they communicate verbally and non-verbally.

- They are also receptive to the verbal and non-verbal messages of others. Perceptive managers can go beyond the words to discover the fuller meaning of a statement by observing non-verbal communication.
- Our verbal messaging is communicated via the words that we use. The verbal message is of course an important part of our communication, but the way we communicate nonverbally is equally, and sometimes more, important.
Nonverbal communication includes the following:
- Tone of voice
- Rate and volume of speech
- How we articulate our words
- Rhythm, intonation and stress placed on words
- Facial expression
- The amount of eye contact we make
- Gestures/touch
- Body language and posturing

2) Communication skills needed for patient-centered care include eliciting the patient's agenda with open-ended questions, especially early on; not interrupting the patient; and engaging in focused active listening.

- Understanding the patient's perspective of the illness and expressing empathy are key features of patient-centered communication. Understanding the patient's perspective entails exploring the patient's feelings, ideas, concerns, and experience regarding the impact of the illness, as well as what the patient expects from the physician. Empathy can be expressed by naming the feeling; communicating understanding, respect; and support; and exploring the patient's illness experience and emotions.

- Before revealing a new diagnosis, the patient's prior knowledge and preferences for the depth of information desired should be assessed. After disclosing a diagnosis, physicians should explore the patient's emotional response.

- Shared decision making empowers patients by inviting them to consider the pros and cons of different treatment options, including no treatment. Instead of overwhelming the patient with medical information, small chunks of data should be provided using repeated cycles of the "ask-tell-ask" approach. Training programs on patient-centered communication for health care professionals can improve communication skills.