Lines of Communication
with patients
Dr. Aida Abd El-Razek
Associate Professor of Maternal & Child
Health Nursing

Healthcare providers must ensure
that their patients are truly
informed educated and know what
to expect from their medical
procedures. Such as approach
providers
many
benefits,
including:
Improving patient satisfaction.
 Creating greater operational
efficiencies.
 Managing risk and reducing
litigation.

Building stronger relationships
with patients; and
 Supporting efforts to reduce
errors and improve outcomes.

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So, it is important to evaluate
and refine the communication
styles of health care providers
to suit health patient’s needs.
Various types of communication
channels
Downward
 Upward
 Horizontal
 Informal

Downward Communication

Is composed of messages flowing
from higher to lower levels of an
organization and often suffers
from:
*Message not being received.
*Information overload.
*Organizational bypassing.
*Distortion or filtering.
*Providing the wrong
information.
*Not using communication as a
motivational tool
Upward Communication

Is composed of messages flowing
from lower to higher levels of an
organization and often suffers
from:
-Substantial distortion
emphasizing cogitativeness
instead of accuracy.
-Discouragement by
management.
-Intimidation of employees
and management.
-Lack of apparent
management interest.
Horizontal Communication

Is composed of messages
exchanged between peers within
organizations and often suffers
from:
-Lack of encouragement by
management.
-Specialization among peers.
Informal Communication

Is composed of messages exchanged
among organizational members in
ways
other
than
official
communication channels and often
damages formal communications by
communicating
inaccurate
or
distorted information.
Dynamic Skills in Interpersonal
Communication
Active listening.
 Assertiveness.
 Defensive and supportive
communication.

Developing Active Listening
Skills
Being Non-evaluative.
 Paraphrasing the presented
content
(thought
and/or
feelings).

Reflecting the implications.
 Reflecting the underlying
feelings.
 Inviting further contributions.
 Using non-verbal listening
responses.

Elements of Active Listening
Let the client take the lead.
 Seek clarification.
 When in double, listen.

Problems in Active Listening
The length of the message.
 Rounding off the message.
 Expectations.
 Faking attention

External preoccupation.
 Self-consciousness.
 Wasting thought power

Focusing only on facts or
details.
 Focusing on the speaker’s.
 Personal characteristics.

Assertiveness
Positive influence.
 Attentive listening behavior.
Generally assured manner,
communicating caring and
strength.
 Firm, warm, well modulated
relaxed vice.

Open, frank, direct. Eye
contact, but not staring.
 Well balanced, straight on,
relaxed.
 Relaxed motions.

Non-assertive
Non influence.
 Verbal apologetic words.
 Nonverbal actions instead of
words.
 Vice weak, hesitant, soft.

Eyes: averted, teary, pleading
 Stance & posture hands:
Leaning for support, excessive
head nodding.
fluttery, clammy.

Aggressive
Negative influence.
 Exaggerated show of strength,
sarcastic style. Air superiority.
 tensed., loud, shaky, cold, deadly
quit, demanding superior.

Eyes expressionless. Narrowed,
clad, starting, not really seeing
others.
 Hands on hips, feet apart. Stiff,
rigid rude.
 Clenched, abrupt gestures, finger
pointing, fist pounding.

Skills Building: Becoming more
Assertive
Three are several techniques
you may find useful in
improving your assertive style
these include:
*The use of an “I-statement”
*Examine your attitude toward
your own and others right.
*Get feedback about your
behavior.
*Know that sometimes you may
choose not to be assertive.
Defensive and Supportive
Communication

Categories f behavior characteristic
of supportive and defensive climates
Defensive Climate


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

Evaluation.
Control.
Strategy.
Neutrality.
Superiority.
Certainty.
Supportive Climate
Description.
 Problem orientation.
 Spontaneity.
 Empathy.
 Equality.
 Provisionally

Ways of improving Human
Relationships

Techniques for improving
relationships with others
include:
Dimension: Methods for
improvement.
Attraction
Avoid complaining.
 Take a cooperative approach as
if you like your work
 Treat others as equals
 Demonstrate liking for others
 Use active listening techniques

Dominance
Control rewards or punishments.
 Create obligations.
 Control the environment.
 Exert legitimate power.
 Use reason.

Involvement
Try to reach “Unreachable”
people.
 Use leveling.
 Use self-disclosure

Effective listening: The
HEAR Formula
To be helpful.
 To be empathic.
 To be attentive.
 To be responsive

To be helpful
Minimize waiting time.
 Act unhurried.
 Make the environment
attractive.
 Eliminate potential distractions.
 Invite future interactions.

To be empathic
Show that the other’s feelings
are understood.
 Show that other’s person is
cared abut.
 Use active listening
techniques.

To be attentive
Suspend your reactions.
 Show understanding before
disagreeing.
 Paraphrase and summarize.

To be responsive
Maintain eye contact.
 Use nonverbal reinforcement
 Ask questions
 Let the other person talk.

Your personal experiences &
reflections.
 Your sense of how people get
their needs met.
 Your interests, values.

Theories & Techniques of
Communication
Underlying
principles
of
behavior.
 Focus
of
intervention:
feelings, behaviors, and/or
thoughts techniques.

Your work environment
Who do you serve?
 What are their needs?
 What are your responsibilities to
them?

Making necessary adjustments
Make on extra effort to build trust.
 Be aware of changing dynamics
 Empower your patients
 Manage patient expectations.
 Provide more information in less
time.
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