Communication skills in neonatal care

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opening lecture in Port said fourth neonatology conference, 24-25 October 2013, by dr Osama Hussein, conference president, about communication skills in neonatal care

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Communication skills in neonatal care

  1. 1. Communication skills in neonatal care (opening lecture in Port said fourth neonatology conference, 24-25 October 2013) MD. M Osama Hussein Neonatology consultant Port said neonatology Free Powerpoint Templates group Dr Osama Page 1 Hussein
  2. 2. Communication Communication Involves Three Components: 1.Verbal Messages - the words we choose: it contribute by only 7 % from our communication with others 2. Paraverbal Messages - how we say the words 93 % 3. Nonverbal Messages - our body language Free Powerpoint Templates Dr Osama Page 2 Hussein
  3. 3. Do we need communication skills? Communication skills in a healthcare setting include the way you use to: • Explaining diagnosis, investigation and treatment. • Involving the patient in the decisionmaking. • Communicating with relatives. • Communicating with other health care professionals. • Breaking bad news. Free Powerpoint Templates Dr Osama Page 3 Hussein
  4. 4. Do we need communication skills? Communication skills in a healthcare setting include the way you use to: • Seeking informed consent/clarification for an invasive procedure or obtaining consent for a post-mortem. • Dealing with anxious patients or relatives. • Giving instructions on discharge. • Giving advice on lifestyle, health promotion or risk factors. Free Powerpoint Templates Dr Osama Page 4 Hussein
  5. 5. • According to the Association of American Medical Colleges (AAMC) public opinion research, patients rate communication as the most important factor in choosing a new doctor at 85 percent, ahead of board certification, number of years of practice and where a doctor attended medical school. Free Powerpoint Templates Dr Osama Page 5 Hussein
  6. 6. • According to the AAMC, all medical schools in USA & Canada provide medical students communication skills courses Free Powerpoint Templates Dr Osama Page 6 Hussein
  7. 7. 1.Effective Verbal Messages Opening Communication The first few minutes are extremely important as first impressions have a significant impact on the success of further communication. Free Powerpoint Templates Dr Osama Page 7 Hussein
  8. 8. 1.Effective Verbal Messages Reinforcement The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact, are more likely to reinforce openness in others. Free Powerpoint Templates Dr Osama Page 8 Hussein
  9. 9. Free Powerpoint Templates Dr Osama Page 9 Hussein
  10. 10. 1.Effective Verbal Messages Effective Listening Active listening active listening need: 1. To face your speaker 2. Maintain eye contact 3. Minimize external distraction 4. Respond appropriately 5. Focus 6. Ignore internal distraction 7. Body language 8. Solving problems together Free Powerpoint Templates Dr Osama Page 10 Hussein
  11. 11. 1.Effective Verbal Messages Questioning Effective questioning is an essential skill. Questioning can be used to: • Obtain information. • Start a conversation. • Test understanding. • Draw someone into a conversation. • Show interest in a person. • Seek support or agreement. Free Powerpoint Templates Dr Osama Page 11 Hussein
  12. 12. 1.Effective Verbal Messages Reflecting and Clarifying Reflecting is the process of feedingback to another person your understanding of what has been said. Reflecting is a specialized skill used within counselling. Free Powerpoint Templates Dr Osama Page 12 Hussein
  13. 13. 1.Effective Verbal Messages Summarising A summary is an overview of the main points or issues raised. Summarizing can also serve the same purpose as 'reflecting'. Free Powerpoint Templates Dr Osama Page 13 Hussein
  14. 14. 1.Effective Verbal Messages Closing Communication The way a communication is closed or ended will, at least in part, determine the way a conversation is remembered. A range of subtle, or sometimes not so subtle, signals are used to end an interaction. For example, some people may avoid eye contact, stand up, turn their body away, or use behaviors such as looking at a watch or closing notepads or books. Free Powerpoint Templates Dr Osama Page 14 Hussein
  15. 15. 1.Effective Verbal Messages Closing Communication All of these non-verbal actions indicate to the other person that the initiator wishes to end the communication. Closing an interaction too abruptly may not allow the other person to 'round off' what he or she is saying so you should ensure there is time for winding-up. The closure of an interaction is a good time to make any future arrangements. Last, but not least, this time will no doubt be accompanied by a number of socially acceptable parting gestures. Templates Free Powerpoint Dr Osama Page 15 Hussein
  16. 16. 1.Effective Verbal Messages Verbal Communication Barriers 1. Attacking (interrogating, criticizing, blaming, shaming 2. You Messages" (moralizing, preaching, advising, diagnosing 3. Showing Power (ordering, threatening commanding, directing 4.Other Verbal Barriers: shouting, name calling, refusing to speak Free Powerpoint Templates Dr Osama Page 16 Hussein
  17. 17. 2.Paraverbal Messages Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices. It is how we say something, not what we say. A sentence can convey entirely different meanings depending on the emphasis on words and the tone of voice. . Free Powerpoint Templates Dr Osama Page 17 Hussein
  18. 18. 2.Paraverbal Messages Some points to remember about our paraverbal communication: - When we are angry or excited, our speech tends to become more rapid and higher pitched. - When we are bored or feeling down, our speech tends to slow and take on a monotone quality. - When we are feeling defensive, our speech is often abrupt. Free Powerpoint Templates Dr Osama Page 18 Hussein
  19. 19. Free Powerpoint Templates Dr Osama Page 19 Hussein
  20. 20. 3.Nonverbal Messages Body language = the conscious and unconscious movements and postures by which attitudes and feelings are communicated Free Powerpoint Templates Dr Osama Page 20 Hussein
  21. 21. 3.Nonverbal Messages Body language potentially encompasses:  how we position our bodies  our closeness to and the space between us and other people (proxemics), and how this changes  our facial expressions  our eyes especially and how our eyes move and focus, etc Free Powerpoint Templates Dr Osama Page 21 Hussein
  22. 22. 3.Nonverbal Messages Body language potentially encompasses:  how we touch ourselves and others  how our bodies connect with other nonbodily things, for instance, pens, cigarettes, spectacles and clothing  our breathing, and other less noticeable physical effects, for example our heartbeat and perspiration Free Powerpoint Templates Dr Osama Page 22 Hussein
  23. 23. 3.Nonverbal Messages Facial Expression The face is perhaps the most important conveyor of emotional information. A face can light up with enthusiasm, energy, and approval, express confusion or boredom, and scowl with displeasure. The eyes are particularly expressive in telegraphing joy, sadness, anger, or confusion Free Powerpoint Templates Dr Osama Page 23 Hussein
  24. 24. 3.Nonverbal Messages Facial Expression the six universal facial expressions recognized around the world 1. Happiness 2. Sadness 3. Fear 4. Disgust 5. Surprise 6. Anger Free Powerpoint Templates Dr Osama Page 24 Hussein
  25. 25. 3.Nonverbal Messages Postures and Gestures Our body postures can create a feeling of warm openness or cold rejection. For example, when someone faces us, sitting quietly with hands loosely folded in the lap, a feeling of anticipation and interest is created. A posture of arms crossed on the chest portrays a feeling of inflexibility. The action of gathering up one's materials and reaching for a purse signals a desire to end the conversation. Free Powerpoint Templates Dr Osama Page 25 Hussein
  26. 26. Consistency The Importance of Consistency In all of our communications we want to strive to send consistent verbal, paraverbal and nonverbal messages. When our messages are inconsistent, the listener may become confused. Inconsistency can also create a lack of trust and undermine the chance to build a good working relationship. Free Powerpoint Templates Dr Osama Page 26 Hussein
  27. 27. Thank you MD. M Osama Hussein Neonatology consultant Port said neonatology group

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