Communication skills for young MBBS graduates

1. Communication Skills
(Talk, Care & Connect)
Dr. Manjunath GN
Prof and Head of Pharmacology
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2. What is communication??
• Transmission of an idea or feeling to another
which is intact, complete and coherent

3. We live in a society with…
• Complex illnesses and treatments
• Healthcare teams
• Increased patient expectations
• Blame and Complaint culture
• Litigation
• Diversity
• Resource limitation

4. You are not alone!!!
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5. What doctors have??
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Sound Knowledge?

6. Deficiencies identified are……
• Lacks competence
• Communication skills
• Professionalism
• Practical skills
• Lack of motivation
• Student faculty ratio
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7. 7
Ways to
communicate???

8. Based on means of delivering message
Verbal
• Spoken
• Written
• Telecommunication
• Electronic communication
Nonverbal
• Eye contact
• Touch
• Facial expression
• Posture
• Gesture
• Physical appearance
• Sound
• silence
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•Symbolic

9. Based on process of communication
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• Formal
• Informal
• Therapeutic

10. Features of effective communication
Active listening
Eye contact
Posture
Simple languageQuestioning skills

11. Always remember !!!!!!
• Every patient could be
– you,
– your mother,
– your brother or
– your sister.
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12. Your appearance ?
• Maintain a professional appearance
• Clean, neat, “conservative,”
• Inspire confidence
•Good body language and energy levels
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13. Consultation ??
• Plan your consultation within the framework
• Use the time efficiently
• Learn to handle and “rescue” plans when
things go wrong – when you are late!!!
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14. Respecting patients ??
• Introduce yourself - Explain your role.
• Shake hands, avoid if uncomfortable.
• Call the adult patient anna, akka, yajamanre
• Acknowledge and greet others in the room.
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15. Communication – during consultation
Create a favorable environment
– Establish Privacy
– Reduce Barriers
Size up the person’s
– Knowledge
– Intellect
– Personality
– Emotional Status

16. Determine beliefs
– Cultural influences
– Beliefs about illness
– Value of illness
Identify internal voice
– High anxiety persons:
• Share overall conclusions first
– Low anxiety persons
• Build toward conclusion
Communication…

17. Employ good non verbal behavior
– Forward lean
– Silent—listen
– Good eye contact
– Warm expression
– Postural synchrony
– Open posture (uncross arms)
Communication…

18. • Develop fluent dialogue
• Actively encourage patient through use of
supportive words or comments
• Use open, exploratory questions – inviting
patient to become actively involved
• Adjust language as appropriate, to suit
particular needs of the situation
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Communication ….

19. Communicate for compliance???
• Concordance – involve patient while decision
making of treatment
• Take sufficient time in explaining prescription
• Explain each and every drug
– Purpose,
– Method,
– How long
– Precaution,
– Warnings,
– Reactions
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20. Also........
How to cope in difficult circumstances.
• Breaking bad news
– Death
– Cancer
• Dealing with difficult and violent patients
• Communicating with and treating patients
with severe mental or physical disabilities
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21. Barriers
• Lack of skills
• Inadequate
knowledge & training
• Undervaluing the
importance of
communicating
• Lack of time
• Lack of confidence
• Tiredness/ Stress
• Language barriers
(e.g. other state
doctors/patients)
• Personality and class
differences between
doctors and patients
• Lack of knowledge of
illness/condition

22. Benefits to patients
• Patients problems are identified more accurately
• Adherence to treatment instructions is improved
• May improve health outcomes – better emotional
health, symptom resolution and pain control
• Likely to reduce the incidence of clinical error

23. Benefits to professionals
• May relieve pressure in an emotionally
demanding profession
• Job satisfaction may be enhanced
• Patients are less likely to complain
• Reduced likelihood of being sued

24. With fellow doctors
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Emergency

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Discussion about the case

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Referral

28. Good communication also within the
healthcare team.
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29. Need of the hour is