Medical assisting Administrative and clinical procedures (5e) Chapter 4 Interpersonal communication

CHAPTER

4

Interpersonal
Communication


4-2

Learning Outcomes
4.1 Identify elements and types of
communication.
4.2 Relate communication to human
behavior and needs.
4.3 Categorize positive and negative
communication.


4-3

Learning Outcomes (cont.)
4.5 Carry out therapeutic communication
skills.
4.6 Use effective communication strategies
with patients in special circumstances.
4.7 Carry out positive communication with
coworkers and management.


4-4

Introduction
• Medical assistants must
– Recognize human behaviors
– Communicate effectively
• Professionally
• Diplomatically
– Recognize obstacles that
affect communication


4-5

Elements of Communication
• Communication circle
– Message
– Source
– Receiver


4-6

Elements of Communication (cont.)
• Feedback
– Verbal or nonverbal
– Verification of understanding
• Noise
– Sounds
– Physical or emotional discomforts

4-7

Apply Your Knowledge
What are the elements of the
communication circle and what can
cause interference in the process?
ANSWER: The elements are: message,
source, and receiver. Noise can interfere with
the communication circle.


4-8

Human Behavior and Needs
• Different personality types – require different
communication styles
• Humanistic role in the healthcare process
– Attention
– respect


4-9

Developmental Stages of the Life Cycle
• Infant
– 0 to 1 year old
– Trust vs. mistrust

• Toddler

– 2 to 3 years old
– Autonomy vs.
shame and doubt

• Preschooler
– 3 to 6 years old
– Initiative vs. guilt


4-10

Developmental Stages of the Life Cycle (cont.)
• School age
– 7 to 12 year old
– Industry vs.
inferiority

• Adolescence
– 12 to18 years old
– Ego identity vs. role
confusion


4-11

Developmental Stages of the Life Cycle (cont.)
• Young adult
– 20s
– Intimacy vs. isolation

• Middle adult
– Late 20s – 50s
– Generativity vs.
stagnation

• Old Adult
– 60s and older
– Integrity vs. despair


1-12

Maslow’s Hierarchy of Human Needs

Selfactualization

Esteem
Love/Belonging
Safety
Physiological


4-13

Maslow’s Hierarchy (cont.)
• Deficiency (basic) needs
– Physiological
– Safety
– Love/belonging
– Esteem

• Self-actualization


4-14

Human Behavior and Needs
• Considering patient’s
needs
– Determine area of
deficiency
– Adjust communication
style


4-15

Apply Your Knowledge
You can communicate with all people in the same way. Is
this statement true or false, and why?
ANSWER: The statement is false. Not all people are at
the same place on Maslow’s hierarchy of human needs.
To communicate effectively with a person, you need to
understand what he or she is deficient in. For example,
you would use different communication styles when
talking to a homeless person who may have
psychological and safety needs than when talking to an
elderly person who is lonely and depressed due to the
recent loss of his or her spouse.

4-16

Types of Communication
• Positive or negative
• Verbal or non-verbal
• Written


4-17

Positive Verbal Communication
• Communication
promotes the patient’s
comfort and well-being
• Sets the stage
• Examples


4-18

Negative Verbal Communication
•

Curb negative communication habits

•

Pay attention to others in
service-oriented workplaces

4-19

Nonverbal Communication
• Body language
• Facial expression
• Eye contact
• Posture


4-20

Nonverbal Communication (cont.)
• Touch
• Personal space


4-21

Apply Your Knowledge

YEA!

Mr. Garcia comes to the desk to check in and asks if he will be seen on
time. The receptionist continues with her paperwork, points to the signin sheet, and tells Mr. Garcia: “Just sign in. The doctor will be with you
when he can.” Explain why this is an example of negative
communication.
ANSWER: This is an example of negative communication
because the receptionist:
• Did not stop what he or she was doing – was not friendly or

attentive
• Did not greet Mr. Garcia or make eye contact with him
• Did not give a satisfactory answer to Mr. Garcia’s question
• Did not make sure Mr. Garcia understood when he would be
seen


1-22

Improving Your Communication Skills
• Listening skills
• Interpersonal skills
• Assertiveness skills


4-23

Listening Skills
• Passive listening
• Active listening


4-24

Improve Listening Skills
• Prepare to listen
• Relax and listen attentively
• Maintain eye contact
• Maintain personal space
• Think before you respond

• Provide feedback


4-25

Interpersonal Skills
• Warmth and friendliness
• Empathy
• Respect