An excellent ppt for medical students studying foundation course related with basic communication skills...

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

28. WHAT IS COMMUNICATION?

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

36. WHY COMMUNICATION IS
IMPORTANT ?

39. ROLEPLAY ON COMMUNICATION

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.

44. NON-VERBAL COMMUNICATION

45. Non verbal communication

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

52. NON VERBAL COMMUNICATION
VIDEO

53. REFLECTION

63. ESTABLISHING RAPPORT

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

92. VERBAL COMMUNICATION

93. A woman without her man is nothing

94. A woman. without her, man is nothing

98. CLINICAL VERBAL
COMMUNICATION - VIDEO

102. BARRIERS TO COMMUNICATION

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.