This document discusses communication skills and their importance in healthcare. It defines communication, outlines the communication process, and describes different types of communication including verbal, non-verbal, listening, and counseling. Effective communication skills are essential for healthcare professionals to properly diagnose patients, ensure patient understanding, and build trust. These skills include active listening, probing patients for information, observing non-verbal cues, and informing patients in a clear manner. The document emphasizes the need to practice communication skills to become a good role model and provider in healthcare.

1.  Prepared By:- Ms. Mali Sunayana
 Asst. Professor
 Subject:- Communication Skills
 Sahyadri College Of Pharmacy, Methwade, Sangola
TOPIC-I
UNIT-I
1

2. Introduction
Definition
The Importance of Communication,
The Communication Process -
Source,
Message,
Encoding,
Channel,
Decoding,
Receiver,
Feedback,
Context
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3. 3

4. Continuous Dynamic
Transactional Irreversible
Communication
4

5. WHAT IS COMMUNICATION?
 Communication is sending or receiving ideas,
thoughts or feelings from one person to one or more
persons in such a way that, the person receiving it
understands it in the same way the sender wants
him/her to understand.
 The term ‘communication’, derived from a Latin term
‘communicare’.
• Also known as “people skills” or “soft skills”.
• Ranked in a survey as the most
requirement for successful job performance.
important
5

6. Help in team work which in turn
increase productivity
6

7. 1.Trust and loyalty are the key factor boosted up by communication
2. Build a strong relationship
3. Reduces Unnecessary
4. Competition
5. Helps in team work
6. Removes misunderstandings
7. Leads to newer ideas
7

8. SENDER MESSAGE CHANNEL RECEIVER
Context
THE COMMUNICATION PROCESS
The person
initiating the
communication,
or broadcasting
the message.
The specific set of
words, gestures and
images that the sender
uses to convey what he
or she wants to say.
The channel
through which
the message
moves.
Receivers (or the
audience for the
message) - from
whom the receiver
often expects a
response.
The response from the
receiver to the sender. 8

9. 9

10. 10

11. 11

12. 12

13. Effective communication =
R (receiver’s meaning)
----------------------------------- = 1
S (sender’s meaning) 13

14. WHY WE STUDY COMMUNICATION SKILLS?
1 History taking: 60% to 80% of diagnosis.
2 Good communication provides information to the
patient:
-more than 50% of patients deviate from the doctors’ advice
or do not follow it at all.
3 Poor quality of communication leads to patient’s
dissatisfaction:
- Doctors interrupt patients very early.
- Patients do not understand what the doctor is saying.
- Advice is too difficult to follow. 14

15. COMMUNICATION PRINCIPLES
 Listening (not HEARING)
 Probing (encourage)
 Observing (non- verbal)
 Informing (4 Cs = Clear, Correct, Concise, Complete)
15

16. 1- LISTENING:
Active process (Not hearing), it involves a conscious
effort to listen to words; to the way they are said, to be
aware of the feelings shown and attempts to hide feelings.
You should:
 Focus your attention; avoid barriers.
 Show that you are listening (verbally and nonverbally).
 Understand ideas and pick key words.
 Retain information (memory, notes).
 Reflect or give your feedback.
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17. 17

18. 2- PROBING:
- What clients think/know.
 encourage them to talk: tell them that are really
listening and wanting to hear more.
 ask questions.
 keep Privacy, listen.
18

19. 3- OBSERVING:
 Nonverbal communication through:
- Facial expressions,
- Voice tone
- Body language.
19

20. 4- INFORMING
 in a Clear, Correct, Concise, Complete way.
 Consider: Needs, Language, Obstacles.
 Summing-up briefly.
 Check back with the speaker to ensure that the
statement is accurate.
20

21. “LAG TIME"
The gap between the speed of talking and
the speed of listening
Most individuals speak at the rate of 100-150
words a minute,
while
they listen at the rate of 450-500 words a minute.
21

22. “LAG TIME" IS TO BE USED TO:
In stead of thinking about what to reply to the person, or
worse still allowing your mind to wonder on unrelated
subjects, "lag time" is to be used to:
- Listen to the words being used
- Observe the body language
- Make note of the repetition of thoughts and words
22

23. Change behavior
Get action
Ensure
understanding
Persuade
Get & give
Information
COMMUNICATION
GOALS
23

24. Body
Language
55%
Words
7%
Tone of
Voice
38%
24

25. Verbal
Communication
25

26. VERBAL COMMUNICATION
 Organize Thoughts
 Paint Word Pictures
 Watch Grammar
26

27. VERBAL COMMUNICATION
27

28. NON-VERBAL COMMUNICATION
28

29. Non-verbal communication can
Reinforces, Complements,
Contradicts, Regulates, or Replaces a
verbal message.
29

30. CATEGORIES OF NONVERBAL COMMUNICATION:
 Body movement; way of walking.
 Posture; way of sitting, standing.
 Gesture; movements of hands, legs, arms and feet.
 Facial expressions & eye contact.
 Space; place of sitting, distance.
 Touch; shake hands, patting on the back.
 Time.
 Personal appearance; clothes, hair, jeweler.
 Paralanguage; vocal characteristics (pitch, volume,
rate and quality), vocal interferences (umm, uhh).
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31. 31

32. Smiling .
Eye contact .
How you look .
Shaking hands .
+ve Non-Verbal Communications
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33. 33

34. > 360 cm
120 – 360 cm
45 – 120 cm
15 – 45 cm
34

35. WHEN YOU INVADE MY SPACE
 Reactions to an invasion of your space
Feel troubled
Get defensive
Become aggressive
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37. 37

38. 38

39. COUNSELLING
Counselling is a process that uses communication skills to help
client/patient to reach an informed decision/choice
Counselling will provide customized, client-oriented information
and negotiate available alternatives to help take a decision
based on clear information.
Helping a person or a group to develop
self-help and self-care abilities.
39

40. CONSULTATION&COUNSELING
Consultation:
Process of a dialogue that leads to a decision
Counseling:
Helping a person or a group of people to develop self
help
40

41. CONSULTATION
After each consultation session 5 things
must be established:
 Discover the reasons of patient attendance
 Define clinical problem (HPT, DM)
 Address the patient’s problem (details)
 Explain the problem to the patient
 Make effective use of the consultation
41

42. PRINCIPLES FOR GOOD COUNSELLING
42
• Treat each client well
• Interact actively
• Give the right amount of information
• Tailor and personalize the information
• Use and provide memory aids
• Provide the services that satisfy the client’s
expectations.Help clients remember instructions.
Confidentiality

43. COUNSELING
Preparing a counseling session
Physical setting
Timing
Interpersonal space
43

44. 1. Physical setting
Privacy: in a quiet, calm & no
interruption
 Proper lightening & temperature.
2. Timing
45-60 minutes
44

45. 3. Interpersonal space
 4-9 feet
D
 D
P D P P
(√) (√) (×)
45

46. COUNSELING,
CONSULTATION, COMMUNICATION PROCESS
 Initiating the session
 Gathering Information
 Building Relationship
 Explanation and Planning
 Closing the sessions
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48. 48

49. BUILDING RELATIONSHIP
 Using appropriate non verbal behavior: eye
contact, posture, demonstrate confidence
 Develop rapport: accept patient views, feeling,
provide support, deals sensitively with disturbing
topics
 Involve the patients: explain rationale, ask
permission and explain process during physical
examination
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50. EXPLANATION & PLANNING
A- Providing the correct amount and type of
information:
-Assesses patient’s starting point
-Asks patients what other information does you
needs and would be helpful.
-Give explanation at appropriate time
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51. EXPLANATION AND PLANNING
b) Aiding recall and understanding:
 -Organizes explanation.
 -Uses explicit categorization.
 -Uses easily understood language.
 -Uses visual methods of conveying information.
 -Checks patient’s understanding.
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52. EXPLANATION AND PLANNING
C-Achieving a shared understanding:
 -Provides opportunities to patients to contribute.
 -Picks up verbal and non-verbal cues.
 -Elicits patient’s beliefs, reactions and feelings.
52

53. EXPLANATION AND PLANNING
D-Planning: shared decision making:
 -Encourage patient to contribute his thoughts.
 -Negotiate acceptable plan.
 -Offers choices.
 -Checks with patients if he accepts plans and if
his concerns have been addressed
53

54. CLOSING THE SESSIONS
A-Forward planning:
 -Contracts with patients next steps.
 -Explain possible unexpected outcomes.
B-Ensuring appropriate point of closure:
 -Summarizes session briefly and clarifies plan of
care.
 -Final check that patient is satisfied, comfortable
with plan.
54

55. THE ELEMENTS OF COUNSELLING
G A T H E R
Greet
Ask
Tell Help
Explain
Return visit
55

56. GREET
 Give the clients your full attention as soon as you
meet them.
 Be polite, friendly and respectful.
 Introduce your self and offer them seats.
 Ask how you can help?
 Explain what will happen during the visit.
 Conduct counselling privately
56

57. ASK ABOUT
 Reasons for coming.
 Their experience with the health matter that
concerns them.
 Any information needed to complete client
records.
 Ask Clients about themselves and their families
as appropriate.
57

58. TELL CLIENT
-To decide what choices and decisions.
-To express their feelings, needs, wants, & any doubts,
concerns or questions.
 Keep questions open, simple and brief.
 Look at your client as you speak.
 Listen actively to what the client says.
 Show your interest and understanding all the time.
 Tell the clients about their condition or Choices
 Help clients understand their possible condition
 Information should be: Simple, correct and relevant
58

59. HELP CLIENT TO UNDERSTAND
 Help the clients think about the results of each
possible choice.
 Ask if the client wants anything made clearer,
repeat and rephrase information as needed.
 Check whether the client has made a clear
understanding .
 “What have You understood?”
 “What have you decided to do?”
 Wait for the client to answer.
59

60. EXPLAIN WHAT TO DO
 Give supplies, if appropriate.
 If the service cannot be given at once, tell the
client how, when & where it could be provided.
 Describe possible side effects and what to do
if they occur.
 Ask the client to repeat instructions. make
sure the client remembers & understands.
 If possible give the client printed materials to
take home.
 Explain when to come back and why
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61. RETURN VISIT
 Check if the client is using the Treatment
correctly.
 Ask if the client has any Question or anything to
discuss. Consider all concerns seriously.
 Ask if the client is Satisfied, has there been any
problems since last visit???
 Help the client handle any Problems.
 Refer client who need specialized care.
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62. Feedback
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63. Importance of feedback
63

64. CONCLUSION
Your communication skills can make a difference
between being
hired and fired.
*****
Practice makes a man perfect…
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65. ROLE MODELING
IS THE “GOLD” STANDARD IN
TEACHING COMMUNICATION SKILLS
65

66. TAKE HOME MESSAGE
To Be a Good Doctor, we Have
to Be a
GOOD COMUNICATOR
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67. REFERENCE:-
1. A Text book of Communication Skills by the author
Sambhaji K. Budhavale Technical Publications Page
No.1.1-1.23
2. A Text Book of Communication Skills by the author Dr.
Meenu Pandey Nirali Prakashan Page No. 1.1-1.6
3. https://pgims.hktechnical.com
4. www.google.com
5. www.rightattitude.com
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