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Soft skills
The document outlines various obstacles and challenges within healthcare facilities, particularly relating to patient experience, such as disorganization, lack of communication, and inadequate soft skills among staff. It emphasizes the importance of empathy, effective communication, and the need for improvement in patient management to enhance overall care quality. The text advocates for a cultural shift towards prioritizing patient-centered care and fostering a compassionate healthcare environment.
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Soft skills
- 1. Soft Skills Man MohanHarjai
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- 5. DISORGANIZATION AT MULTIPLELEVELS ENTRY INTO HOSPITAL : LACK OF DIRECTIONS IN HOSP INABILITY TO READ MAP/ ENGLISH/ HINDI MI ROOM / OPD ⢠ENTITLEMENT ISSUES â˘LOCATE REGISTRATION / RECEPTION COUNTER ⢠PERS AT COUNTER ILL INFORMED ⢠NO (ELECTRONIC) SYSTEM FOR QUEUING PATIENTS ⢠LONG WAITING PERIODS AND LACK OF EXPLANATION ⢠JUMPING OF QUEUE BY AT ALL LEVELS ⢠LACK OF PROCEDURES AND TRANSPARENCY IRRITANTS AND OBSTACLES
- 6. OPD ⢠QUEUE ATRECEPTION ⢠REGISTRATION ⢠ORDER OF REGISTRATION (SENIORITY) NOT KNOWN ⢠WAITING ? WHICH ROOM/ DOCTOR ⢠JUMPING QUEUE ⢠LACK OF PRIVACY IN CHAMBER ⢠DOCTOR CALLED AWAY ON EMERGENCY ⢠RETURN TO RECEPTION FOR FILLING OF INVESTIGATION / PRESCRIPTION / LP FORM ⢠RETURN TO SPL FOR A QUERY OR SIGNATURE ON SOME FORMS OR FROM LAB IF STAMP NOT AFFIXED IRRITANTS AND OBSTACLES
- 7. LAB ⢠RECEPTION ⢠REGISTRATION â˘WAITING FOR SAMPLE COLLN ⢠JUMPING QUEUE ⢠ORDER OF REGISTRATION (SENIORITY) NOT KNOWN ⢠RETURN TO SPL FOR A QUERY OR SIGNATURE ⢠SAMPLE NOT USABLE ⢠SAMPLE NOT TRACEABLE ⢠REDIRECTED TO ANOTHER COUNTER FOR RESULT ⢠REDIRECTED TO LAB FOR DUPLICATE REPORT ⢠ADVISED REPEAT TEST ON ANOTHER DAY ⢠TEST NOT PERFORMED ON THAT DAY ⢠TRAVEL 45 KMS TO RETURN HOME IRRITANTS AND OBSTACLES
- 8. PHARMACY ⢠PRESCRIPTION NOTSTAMPED ⢠QUEUE ⢠MEDICINE NOT AVAILABLE (REPEATEDLY) ⢠NO ONE AT COUNTER ⢠DIFFERENT BRAND ?NOT âGOOD QUALITYâ ⢠HALF OR DOUBLE STRENGTH ⢠PRESCRIPTION NOT READABLE ⢠PIRACETAM INSTEAD OF PARACETAMOL ⢠SOME MED TO BE COLLECTED AFTER 4 DAYS ⢠FILL UP LP FORM IRRITANTS AND OBSTACLES
- 10. ⢠What ISmissing at all in our approach?? ⢠What can we do to improve upon what we are already able to offer? ⢠How far are we from holistic medical care? ⢠Are we capable of offering holistic care? ⢠Where do we start? ⢠Can we sustain it? QUESTIONS FOR US
- 11. INTROSPECTION: A STEPTOWARDS TRUTH ⢠IF OUR EFFORTS BE COMPLETE AND OUR INTENT BE HONEST, THEN WHY THESE INSTANCES OF DISSATISFACTION, BITTERNESS, ANTIPATHY, LITIGATIONS AND BAD PUBLICITY?
- 12. COMPLAINTS AND GRIEVANCES THEREASONS AND CIRCUMSTANCES? ⢠PROFESSIONAL GROUNDS AND REASONS? â INCOMPETENCE IN MEDICAL MANAGEMENT â AN EVENTUALITY THAT COULD NOT BE EXPLAINED SCIENTIFICALLY âMISBEHAVIOUR BY STAFF ⢠PATIENTS IRRATIONAL BEHAVIOUR ? ⢠PATIENTS NOT STRESSED INSPITE OF ILLNESS?? ⢠DO WE KEEP IN OUR MINDS THEIR INCONVENIENCES AND DISCOMFORT?? ⢠HAVE WE EVER BEEN IN THEIR SHOES? AN UNFRIENDLY PLACE WITHOUT KNOWN PEOPLE/ âREFERENCESâ / PHONE CALLS FOR FACILITATION? ⢠DO WE NOT RECALL HURTFUL EPISODES?
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- 14. ⢠AWARENESS ABOUTTHE NEED FOR SOFT SKILLS AT HOME AND WORKPLACE ⢠APPEAL TO THE HIGHER SENSIBILITIES â WHAT YOU GIVE IS WHAT YOU GET â ACTS THAT GENERATE PEACE AND HAPPINESS â ONLY YOU CAN CHANGE YOUR SHADOW AND ENVIRONMENT ⢠STRUCTURED INITIATION INTO PEOPLE SKILLS AND PERIODIC REINFORCEMENT AT ALL LEVELS STEPS TOWARDS SOLUTIONS
- 15. THE OBSTACLES ⢠INSENSITIVEBY NATURE? ⢠HIDING BEHIND A SECURE JOB? ⢠FAILED TO MOVE AHEAD WITH THE TIMES? ⢠DISREGARD AND DISLIKE AN INFORMED PATIENT? ⢠OFFICER AND VIP ORIENTED? ⢠PATIENT ORIENTED?
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- 17. IRRITANTS AND OBSTACLES â˘ACCESS ,TRANSPORT ⢠CASUALTY/ EMERGENCY ⢠LAB, ACCOUNTS ⢠FINANCE/ INSURANCE/ ECHS ⢠OBLIGATIONS ⢠LOGISTICS
- 18. ⢠WE AREA PART OF EACH OTHERS EXISTENCE, AND CONTRIBUTE TO EACH OTHERS EXISTENCE. ⢠WE EXIST BECAUSE ILLNESSES THAT CREATED THE PATIENT, FORM THE FOUNDATION OF OUR EXISTENCE AND LIVELIHOOD. ⢠FOR THAT REASON, WE OWE RESPECT, EMPATHY AND GRATITUDE TO THE PATIENT. A HUMBLE REMINDER
- 19. COMPLAINTS AND ADVERSEEVENTS
- 20. OUR CHALLENGES ⢠Burnout â˘Unfamiliar settings at work ⢠Time pressures ⢠Failure to acknowledge the presence and seriousness of medical error ⢠Complicated technology ⢠Drugs with narrow therapeutic windows ⢠Drugs that sound alike ⢠Illegible handwriting
- 21. OUR CHALLENGES ⢠Complicatedclinical situations ⢠Poor communication ⢠Unclear lines of authority of physicians, nurses and other healthcare providers ⢠Poor nurse to patient ratio ⢠Un- coordinated and fragmented systems hand-offs of patients leading to errors ⢠Mismanagement & system inadequacies
- 22. ⢠Attitude â Superiority âCasualness â Zero Error Syndrome â Insensitivity â Lack of sense of ownership â Lack of internal Motivation: Misplaced intent â Lack of Quality Consciousness OUR CHALLENGES
- 23. ⢠NOT TECHNOLOGY!!!!!!!! âItâs the very same factor that gives an establishment the CUTTING EDGE OVER THE REST, AND THAT ISâŚ.. OUR STUMBLING BLOCKS
- 24. âPEOPLE âManagement âClinicians âParamedical staff âClass IVemployees OUR STUMBLING BLOCKS
- 25. A QUICK- FIXSOLUTION ?
- 26. âA CUSTOMER ISTHE MOST IMPORTANT VISITOR ON OUR PREMISES. HE IS NOT DEPENDENT ON US. WE ARE DEPENDENT ON HIM. HE IS NOT AN INTERRUPTION IN OUR WORK. HE IS THE PURPOSE OF IT. HE IS NOT AN OUTSIDER IN OUR BUSINESS. HE IS PART OF IT. WE ARE NOT DOING HIM A FAVOR. HE IS DOING US A FAVOR BY GIVING US AN OPPORTUNITY TO DO SOâ
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- 29. ⢠NURTURE AWARENESS âTHE NEED FOR SOFT SKILLS â INITIATE AND PERIODICALLY REINFORCE â APPEAL TO THE HIGHER SENSIBILITIES â WHAT YOU GIVE IS WHAT YOU GET â ACTS THAT GENERATE PEACE AND HAPPINESS â AWAKEN COMPASSSION,RESPECT & EMPATHY STEPS TOWARDS SOLUTIONS
- 30. (Interpersonal Skills/ Peopleskills) - SENSITIVITY - EMPATHY - MOTIVATION SOFT SKILLS & EMOTIONAL INTELLIGENCE
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- 32. EMPATHY ⢠TENDERNESS AND KINDNESSARE NOT SIGNS OF WEAKNESS AND DESPAIR, BUT MANIFESTATIONS OF INNER STRENGTH AND RESOLUTION.
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- 35. ⢠WE AREPERSONS WE THINK WE ARE. ⢠WE ARE OUR OWN CREATION. ⢠WHEN OUR SELF-IMAGE IS LOW, WE ATTRACT INTO OUR LIVES SIMILAR EXPERIENCES, CONDITIONS AND PEOPLE ⢠THE EASIEST WAY TO CREATE THE SELF-IMAGE WE WANT : CONTROL THE âINNER NOISEâ ⢠HEAL YOUR RELATIONSHIP WITH YOURSELF.....
- 36. ⢠POSITIVITY HABIT...... â˘Good habits are as easy to make as bad ones!!! ⢠dress the best you can ⢠smile more ⢠try to genuinely like others ⢠give people positive strokes of recognition THINK POSITIVE!
- 37. ⢠POSITIVITY HABIT...... â˘give people the most precious gift you have: more of your time ⢠be the first to shake hands ⢠be interested in the world around you THINK POSITIVE!
- 38. ⢠MIX WITHPOSITIVE PEOPLE ⢠ONE OF THE BIGGEST DRAINS ON OUR ENTHUSIASMS IS TO BE SURROUNDED BY WHO ARE NEGATIVE PEOPLE ARE SIPHONS!! ⢠IF YOU WANT TO SURVIVE AS A POSITIVE PERSON: AVOID THEM OR TRAIN THEM. ⢠ALWAYS REVIEW POSITIVELY ⢠PRAISE GENUINELY AND EXPANSIVELY ⢠BEGIN APPRAISAL ON A POSITIVE NOTE THINK POSITIVE!
- 39. CREATE A POSITIVESELF-IMAGE YOU ARE YOUR OWN CREATION. WHEN YOUR SELF-IMAGE IS HIGH, YOU ATTRACT INTO YOUR LIFE ALL THE POSITIVE PEOPLE, EXPERIENCES AND CONDITIONS. HAVE POSITIVE EXPECTATIONS EXPECT THE BEST! THINK POSITIVE!
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- 41. ⢠DO WEHAVE ONE? ⢠DO WE NEED IT?
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- 45. ⢠"IT MUSTBE BORNE IN MIND THAT THE TRAGEDY OF LIFE DOESN'T LIE IN NOT REACHING YOUR GOAL. THE TRAGEDY LIES IN HAVING NO GOAL TO REACH. IT ISN'T A CALAMITY TO DIE WITH DREAMS UNFULFILLED, BUT IT IS A CALAMITY NOT TO DREAM. ⢠IT IS NOT A DISASTER TO BE UNABLE TO CAPTURE YOUR IDEAL, BUT IT IS A DISASTER TO HAVE NO IDEAL TO CAPTURE. ⢠IT IS NOT A DISGRACE NOT TO REACH THE STARS, BUT IT IS A DISGRACE TO HAVE NO STARS TO REACH FORâ
- 46. 3 Vâs ofCommunication
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- 49. ⢠READ LOUD â˘âI did not give an injection to that patientâ
- 51. VOCAL ⢠Amplification ⢠Tempo â˘Emphasis ⢠Pitch ⢠Tone ⢠Pause ⢠Silence
- 52. BODY LANGUAGE ⢠VI S U A L Body Language
- 53. ELEMENTS OF BODYLANGUAGE ⢠Few of the Important Non-Verbal Communicators⌠⢠Facial Expressions and Eye Contact ⢠Hand and Arm Gestures ⢠Posture ⢠Body Space and ⢠Touch EVALUATING BODY LANGUAGE IS A PART OF ACTIVE LISTENING
- 54. All the facesin the world are mirrors. What kind of reflections do you see in the faces of the people you meet?
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- 57. TRUST & RELATIONSHIPBUILDING
- 58. KEY COUNSELING SKILLS 1)EMPATHIZING 2) ACTIVE LISTENING 3) USING OPEN ENDED QUESTIONS 4) PARAPHRASING 5) FOCUSING 6) AFFIRMING 7) CORRECTING MISPERCEPTIONS 8) SUMMARIZING
- 59. WHY USE QUESTIONS? â˘TO ENCOURAGE GROUP INTERACTION ⢠TO HELP MAINTAIN INTEREST AND STIMULATE THOUGHT ⢠TO HELP FACILITATE LEARNING BY INVOLVING ALL ⢠TO DEFUSE POTENTIAL CONFRONTING SITUATIONS
- 60. ⢠TO ALLOWINDIVIDUALS THE OPPORTUNITY TO GET SOME FEEDBACK ON WHAT THEY WANT TO KNOW ⢠TO CREATE A DISCUSSION ⢠TO REDIRECT A DISCUSSION ⢠TO OBTAIN FEEDBACK WHY USE QUESTIONS?
- 61. TECHNIQUES FOR ASKING QUESTIONS â˘KEEP THEM SIMPLE (ONE IDEA PER QUESTION, SIMPLE LANGUAGE, SHORT) ⢠PAUSE AND GIVE THE OTHER PERSON A CHANCE TO REFLECT AND ANSWER ⢠PROMPT (REPEAT OR PARAPHRASE THE QUESTION, RECALL INFORMATION RELATED TO THE QUESTION) ⢠DEAL WITH WRONG ANSWERS IN A SENSITIVE AND CONSTRUCTIVE WAY
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- 63. DEVELOPING HABITS IN LISTENING â˘Be alert to what lies behind the other personâs ⢠words, use your eyes as well as your ears. ⢠Appropriate facial expressions. ⢠Relaxed stillness. ⢠Eye contact. ⢠Make the right sounds. ⢠Respond Actively. ⢠Think more about the conversation & the person ⢠Listen With Intent To Understand, not to reply.
- 64. ⢠Hearing ⢠Acknowledging â˘Responding LISTENINGâŚ
- 65. ⢠Ignoring ⢠PretendedListening ⢠Selective Listening ⢠Active Listening ⢠Empathic Listening LEVELS OF LISTENING
- 66. PEOPLE LISTEN TOâŚ.. â˘FACTS ⢠MEANING ⢠FEELING ⢠INTENTION
- 67. ADAPT YOUR LISTENINGSTYLE TO THE SPEAKING STYLE OF THE PERSON YOU ARE IN CONVERSATION WITH
- 68. BARRIERS TO EFFECTIVELISTENING ⢠Physical â Noise â Interference â ⢠Semantics â Accent â Quality of Language â Jargon ⢠Psychological â Prejudice â Ego â Insensitivity â Mind Talk â Assumption
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Editor's Notes
- #31 Behavioral competencies
- #50Â Ask 1 participant from each team to stress on one word and read the statement Ask other people in the training room to explain the meaning everytime a participant stressed on different words.
- #55Â TOUCH: It is the universal language of Caring It will create a feeling of : Express Caring Reassure, calm and support patients. Create Human Connections Convey interest in the patientâs experience Reduce anxiety in stressful situations Refocus patients who are rambling or self-absorbed One has to be careful in using this style of expression as chances of people might misunderstand.