CAREER ENHANCEMENT WORKSHOP
Rosa MartinezApril 5, 2012
Workshop outcomes
Examine how personal values, beliefs, attitudes & perceptions influence interpersonal communication
Analyse effective core interpersonal qualities & physician’s communication skills
Tasks
Say what you believe about yourself, others, the world, success, money & relationships
Describe one recent experience that has deepened your awareness of other cultures
Imagine you are a member of the opposite sex. What would your body feel like? How would you interact differently with those around you? How do others might behave differently?
Describe briefly how your family background influences the way in which you relate to others
If you are a spiritual person, in what ways is this relationship supportive to you or limiting to you?
If you do not have a spiritual practice, how do you imagine you will feel working with a client who has a strong faith background?
How do you react when there is too much stress in your life? How do you successfully reduce the effects of stress in your life?
Imagine you are working with a person who is concerned about moving away from his/her family. How would you respond if your client is a Middle Eastern woman of 22? What about if he is a man of 30?
Importance of Self-Understanding
Our self-concept is influenced by: Culture, race & ethnicity Gender Sexual orientation Family of origin Spirituality Values Stress & demand
Communication Process
Feedback
SenderEncod
eMessag
eDecod
eReceive
r
Noise
Case Study
John is a middle age has been experiencingpain in his left foot which becomes acute everytime he plays soccer or goes jogging When asked why he doesn’t go to a doctor he replies: “Doctors here don’t know anything aboutyou. They only prescribe you pain killers and askyou for tests. Chinese doctors are far better.”
Knowing who you are will allow you
to differentiate what is true for you & what is true for your clients
to learn more about your uniqueness to become aware of your own beliefs &
values to communicate effectively with others to understand others from their own
perspective
Interpersonal & Communication Skills
Accreditation Council for Graduate Medical Education:
• effective information exchange and teaming with patients, their families and professional associates
• effective listening skills with non-verbal and verbal communication; working as both a team member and at times as a lead
Core interpersonal qualities
Warmth(kind &
accepting) Empathy
(see the world from the perspective of
others)
Respect(unconditional acceptance) Genuine
ness(sincere,
authentic)
Core Interpersonal
qualities
How to communicate with patients
listening effectively eliciting information using effective
questioning skills providing information using effective
explanatory skills counseling and educating patients making informed decisions based on
patient information & preference
Task 2.
Watch the video excerpt and identify ways of:
Establishing rapport Listening attentively Explaining procedures Counselling & educating Making informed decisions
BARRIERS IN LISTENING
think faster than a speaker jump to conclusions lose patience/interest overreact & respond emotionally Interrupt use absolutes: ‘It will never work’ set limits: ‘We tried it that way once’
Barriers to patient-physician communication
Travaline J et al. J Am Osteopath Assoc 2005;105:13-18
How to be a better listener
Be patient for the entire message Listen for ideas, not just facts Verify: So, you’re saying that…; If I
understand correctly, you said…. Question: What do you mean when you
say… Acknowledge: Hmmm, oh right Encourage: Tell me more; Would you like to
talk about it? Silence: nod your head, smile
Communications traps to avoid
Travaline J et al. J Am Osteopath Assoc 2005;105:13-18
References
MOC Competencies and Criteria (1999). In American Board of Medical Specialties. Retrieved April 5, 2012, from http://www.abms.org/maintenance_of_certification/MOC_competencies.aspx
Travaline, J., Ruchinskas, R., & D'Alonzo Jr, G. (2005, February 11). Patient-Physician Communication: Why and How. The Journal of the American Osteopathic Association, 105 (1), 13-18. Retrieved April 5, 2012, from http://www.jaoa.org/content/105/1/13.full
Watling, C., & Brown, J. (2007, November 27). Education Research: Communication skills for neurology residents. Neurology, 69(22). Retrieved April 5, 2012, from http://www.neurology.org/content/69/22/E20.full