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
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
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.
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?
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
65.
66.
67.
68.
69.
70.
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
72.
73.
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
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
84.
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?
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.