PowerPoint® to accompany
Medical Assisting
Chapter 4
Second Edition
Ramutkowski  Booth  Pugh  Thompson  Whicker
Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.
1
Communication with Patients,
Families, and Coworkers
Objectives
4-1 Identify elements of the communication circle.
4-2 Give examples of positive and negative
communication.
4-3 List ways to improve listening and interpersonal
skills.
4-4 Explain the difference between assertiveness and
aggressiveness.
4-5 Give examples of effective communication
strategies with patients in special circumstances.
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Communication with Patients,
Families, and Coworkers
Objectives (cont.)
4-6 Discuss ways to establish positive communication
with coworkers and superiors.
4-7 Explain how stress relates to communication and
identify strategies to reduce stress.
4-8 Describe how the office policy and procedures
manual are used as a communication tool in the
medical office.
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Introduction


You are the key
communicator
between the physician
and patient.
Your interaction sets
the tone for the office
visit.

Developing strong
communication skills
are just as important
as mastering
administrative and
clinical skills
Communication will influence how comfortable the
patient feels in your practice.
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Examples of Customer Service





Telephone techniques
Writing or responding
to telephone messages
Explaining procedures
to patients
Assisting with billing
issues
Creating a warm and
reassuring environment
5
The Communication Circle
MESSAGE
Source
NOISE
Receiver
FEEDBACK
The communication cycle involves an exchange of messages
through verbal and nonverbal means.
6
Maslow’s Hierarchy
Self-Actualization
Esteem Needs
Love Needs
Safety Needs
Physiological Needs
Deficiency Needs
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Positive Communication




Communication promotes
patient’s comfort and wellbeing
Set the stage for positive
communication
Encourage patients to ask
questions
Speak slowly and clearly
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Negative Communication
Look for and ask for feedback to help
You curb negative communication habits.
•
•
•
•
•
•
•
•
Mumbling
Speaking brusquely
Avoiding eye contact
Interrupting patients as they speak
Rushing explanations
Forgetting common courtesies
Showing boredom
Treating patient impersonally
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Body Language





Facial Expression
Eye Contact
Posture
 Open
 Closed
Touch
Personal space
In many instances, people’s body language conveys their true
feelings, even when their words may say otherwise.
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Improving Communication Skills
 Listening


skills
Passive listening
Active listening
 Interpersonal






Skills
Warmth
Empathy
Respect
Genuineness
Openness
Consideration and
sensitivity
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Assertiveness Skills


Assertive – people who are firm and
stand by your principles while still
showing respect for others
Aggressive – people who try to impose
their position on others or try to
manipulate them.
12
Therapeutic Communication

Involves:







Silence
Accepting
Giving recognition
Offering self
Giving a broad
opening
Offering general
leads
Making observation

Involves:







Encouraging
communication
Mirroring
Reflecting
Focusing
Exploring
Clarification
Summarizing
13
Ineffective Therapeutic
Communication

Roadblocks:





Reassuring
Giving approval
Disapproving
Agreeing/
disagreeing
Advising

Roadblocks:





Probing
Defending
Requesting an
Explanation
Minimizing feelings
Making stereotyped
comments
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Defense Mechanisms

Patients may display:



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


Compensation
Denial
Displacement
Dissociation
Identification
Introjection
Projection
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Communication in Special
Circumstances

Anxious Patient


Watch for tense appearance, increased blood
pressure and breathing, irritability and agitation.
Angry Patient




Help them express their anger constructively
Don’t take it personally
Help them refocus toward solving the problem
Remain calm
16
Patients with Other Cultures

Different views and perceptions



Treat all patients of all cultures and ethnic groups
with equal respect.
Maintain open mind
Language barrier

Speak through an interpreter to gather and convey
information or to discuss sensitive issues with a
patient
17
Patients with Visual Impairment






Use large-print materials
Use adequate lighting in all areas
Use a normal speaking voice
Talk directly and honestly
Do not talk down to the patient
Preserve the patient’s dignity
18
Patients with Hearing Impairment





Find a quiet area to talk
Minimize background noise
Position yourself close to and facing the
patient
Speak slowly
Remember that elderly patients lose the
ability to hear high-pitched sounds first
19
Apply Your Knowledge -Answer
What can you do to promote communication
with someone who is visually impaired?
Use large-print materials, adequate lighting in all
areas, and a normal speaking voice.
Talk directly and honestly, but not down to the
patient; preserve the patient’s dignity.
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Mentally or Emotionally
Disturbed


Determine what level of
communication the
patient can understand
It is important to remain
calm if the patient
becomes agitated or
confused.
21
The Elderly Patient

Denial or confusion





Act as if you expect the
patient to understand
Use simple questions and
terms
Ask the patient to relax
Speak slowly
Explain points slowly
and clearly
22
The Young Patient




Recognize and accept their fear and
anxiety
Explain any procedures
Use praise
Do not tell children that a procedure
will not hurt if it will, or you will lose
their trust
23
Patient with AIDS/HIV
• You need accurate
information about
the disease and the
risks involved.
• You will need to
answer as many
questions as you
can.
24
Terminally Ill Patients
Kubler-Ross’ Stages of Dying
 Denial
 Anger
 Bargaining
 Depression
 Acceptance
25
Communication with Coworkers

Develop rapport



Use proper channels.
Have a proper
attitude.
Plan an appropriate
time for
communication.
26
Communicating with Superiors
 Keep superiors informed
 Ask questions
 Minimize interruptions
 Show initiative
27
Dealing with Conflict





Do not “feed into”
others negative
attitudes.
Be personable and
supportive.
Refrain from
passing judgments.
Do not gossip.
Do not jump to
conclusions.
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Managing Stress




Stress can motivate you
Stress can be
overwhelming and
affect you physically.
Learn to manage stress.
Be realistic about how
much you can handle at
work and in your life
29
Burnout


End result of prolonged periods of stress
without relief.
Type A personality



Highly driven, perfectionist-type person
More susceptible to burnout
Type B personality


More relaxed, calm, “laid back”
Less prone to burnout.
30
Stages to Burnout





Honeymoon
Awakening
Brownout
Full-scale burnout
Phoenix phenomenon
31
Policy and Procedures Manual


Key written
communication tool
Policies



Dictate the day-to-day
workings of an office
Describes chain of
command
Procedures

Detailed instructions
for specific procedures
32
Policies







Office purposes
Rules and regulations
Job descriptions
Office hours
Dress code
Insurance
Vacation and sick leave

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


Maintenance of
equipment
Mailings
Bookkeeping
Scheduling
appointments
OSHA
33
Procedures




Purpose of test
Specimen required and
collection method
Reagents, standards,
controls, and media
used
Instrumentation


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
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Step-by-step directions
Calculations
Expected values
Procedures
Limitations of methods
References
34
Development of Manual




Plan format and organization
Create an outline
Develop and update material
Contact National Committee for Clinical
Laboratory Standards (NCCLS) for help
35
Summary
Medical Assistant
You are the key between the office and patient
Communication Skills:
People with Special Needs:
Listening, interpersonal, and
assertiveness
Anxious, angry, elderly,
hearing and visual impaired
Develop working relationships and help office run smoothly.
36
Apply Your Knowledge

Developing communication skills for the
medical office is as important as mastering
administrative or clinical tasks.
True or False

Good communication requires patient
feedback at every step.
True or False
37
Apply Your Knowledge -Answer

Developing communication skills for the
medical office is as important as mastering
administrative or clinical tasks.
True

Good communication requires patient
feedback at every step.
True
38
End of Chapter
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