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Community:
Community: people sharing some things together
such as;
as; ethnicity, religion, flag, services, etc..
etc..
Definition of Communication Skills:
Communication skills are the corner stone of any
effective relationship between doctors and patients.
patients.
is depending on
Your ability to communicate with others
Uses of Communication Skills
1- Health Education.
2- Arriving to diagnosis.
3- Management plan.
4- Ensuring better patient satisfaction .
5- Enhancing self-
self-esteem of the doctor.
6- Cost-
Cost-effective utilization of resources.
Principles of Communication Skills
1- Body language.
2- Listening skills.
3- Empathy.
4- Key questions.
5- Reassurance & Encouragement.
1- Body language:
language:
The physician who;
sits down, creates a comfortable atmosphere and
appears to be less dominating, looks like more
interested for patient’s story.
In contrast, the physician who repeatedly clicks
his pen, looks at his watch, or shuffles papers is
clearly not interested.
Aspects of Body Language
When you lean forward around 45 degrees while you
sitting on your chair, that means; the patient’s story is
attracting;
Meanwhile, your backward posture on the chair means
you are busy or not interested.
In some culture; closed leg and hand position means
you are not a respected person.
Clothes of the doctor are belonging to the body
language as well.
Frequent movement; doctors who find themselves
changing position frequently give feeling of rejection.
2- Listening Skills:
Eye contact
Many physicians have a difficulty to maintain eye contact
when they ask sensitive questions such as; (family
violence or psychological problems,…….) ,
So, when you looking away while you ask sensitive
questions that gives the patient a clue that you don’t
want to know the answer.
As a doctors, we listen not only by our ears but with
our eyes, mind, heart, and imagination as well;
Touch
Signals to make good connection. Touching the
patient may be appropriate when the patient
expresses joy or sadness.
Offer some things to the patient such as a good place
for sitting or tissue and water when he starts crying.
It should be remembered that for patients of other
cultures touch should be used with caution, as it may
have meanings and stigmas not shared by the doctor’s
culture.
4. Key questions:
When the doctor feels that some things have been
left unsaid, closed-ended questions will help the
patient to express himself properly.
1) First phase:
phase: period of early reaction within few
days (deny the facts).
2) Second phase:
phase: period of distress/ after 1-2
weeks (phase of anxiety, depression, insomnia,
appetite loss and loss of concentration).
3) Third phase:
phase: period of adaptation after 2
weeks – 1 month (sometimes 2 months), when the
patient adapts the new situation.
Steps protocol for delivering bad news: