TEACH Lesson Plan Manual for Kinn’s
The Medical Assistant: An Applied
Learning Approach
12th edition
Chapter 5
Interpersonal Skills and Human Behavior
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
1
Lesson 5.1
Types of Communication
1.
2.
3.
4.
5.
6.
Define, spell, and pronounce the terms listed in the
vocabulary.
Explain why first impressions are crucial.
Differentiate between verbal and nonverbal
communication.
Identify styles and types of verbal communication.
Explain the different levels of spatial separation.
Analyze the effect of hereditary, cultural, and
environmental influences on communication.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
2
Lesson 5.1
Types of Communication
7.
8.
9.
10.
11.
12.
Discuss the value of touch in the communication
process.
Recognize the elements of oral communication
using a sender-receiver process.
Explain the value of active listening.
Define and understand abnormal behavior patterns.
Recognize commonly used defense mechanisms.
Discuss the role of assertiveness in effective
professional communication.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
3
First Impressions
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Physical dress and appearance
Have a positive attitude
Show compassion
Always smile
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4
Verbal and Nonverbal
Communication
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Verbal communication
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Uses words and sounds
Nonverbal communication

Uses body language, gestures, mannerisms,
eye contact, facial expressions, posture, touch,
etc.
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5
Verbal Communication
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Always enunciate
Avoid using sarcasm and caustic remarks
Eye contact is critical
Always be professional

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Words and sounds
Pitch
Tone of voice
Word choice
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6
Nonverbal Communication
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Body language
Gestures
Mannerisms
Appearance
Self-esteem and confidence
Facial expressions
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7
Spatial Separation

Proxemics
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

Public space
Social space
Personal space
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8
Culture and Environmental
Influences
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
Culture influences the need for individual
space
Touch is appropriate in certain cultures
Boundaries include people backing up if you
are too close
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9
Touch
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No words required for accurate expression
Comforting
Sexual harassment

Always be careful and cautious
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10
The Process of Communication
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Ease comfort
Develop trust
Be clear and concise
Transactional communication model
(From Adler RB, Towne N: Looking Out, Looking In: Interpersonal Communication, San Antonio,
1996, Harcourt Brace.)
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
11
Elements of Communication
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Sender: encode message through channels
Receiver: decode message based on
understanding
Noise
Feedback
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12
Listening
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Important in all interpersonal relationships
Active listening
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
Paraphrasing
Patient-assistant relationship
Legally bound by confidentiality
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13
Warnings Against Advising a Patient
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Not qualified to give advice
Patients make treatment decisions
You are an extension of physician
Accurate, professional communication
Never withhold information
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14
Observing Carefully
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Keep eye contact
Look for signs of trouble
If crying, ask cause
Reassure patient of safety
Beware of abnormal behaviors
Use correct documentation
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15
Psychological Disorders
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Some better understood than others
Treated with medications
Three treatment methods:

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Psychoanalytic
Cognitive behavioral
Medical model
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16
Defense Mechanisms
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Verbal aggression
Sarcasm
Rationalization
Compensation
Regression
Repression
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17
Defense Mechanisms, cont’d
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Apathy
Displacement
Denial
Physical avoidance
Projection
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18
The Importance of Assertive
Communication

Assertion can be productive
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Receive promotions and achieve goals
Use at appropriate time

Can sometimes be seen as aggression
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
19
Lesson 5.2
Barriers to Communication in
the Workplace
13.
14.
15.
16.
17.
Identify the roles of self-boundaries in the
healthcare environment.
List several ways to deal with conflict.
Recognize communication barriers.
Identify techniques for overcoming communication
barriers.
Differentiate between adaptive and nonadaptive
coping mechanisms.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
20
Lesson 5.2
Barriers to Communication in the
Workplace
18.
19.
20.
21.
22.
Identify common stages that terminally ill patients go
through and discuss the support that can assist
them and their families during their struggle.
Discuss using empathy when treating terminally ill
patients.
Identify resources and adaptations that are required
based on individual needs.
List and explain the levels of Maslow’s hierarchy of
needs.
Discuss why physical and emotional needs affect
our daily performance at work.
Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.
21
Resolving Conflict
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Expect conflict
Allow expression of legitimate opinions
Listen to and consider opinions fairly and
honestly
Don’t insist on being right all the time
Avoid judgment and placing blame
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22
Boundaries
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Be aware of nonverbal signals
Indicate limit or extent
Prevent awkward situations
Do self-inventory
Passive-aggressive communication
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23
Barriers to Communication
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Physical impairment
Language
Prejudice
Stereotyping
Perception
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24
Overcoming Communication Barriers
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Treat every person as an individual
Understand all points of view
Discuss calmly
Respect others’ opinions
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25
Adaptive and Nonadaptive
Coping Mechanisms
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Adaptive
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Offer some type of positive help
Nonadaptive

Negative in nature
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26
Death and Dying
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Stages of grief
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Denial
Bargaining
Anger
Depression
Acceptance
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27
Empathy and Terminally Ill Patients
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
Gentle touch and kind words communicate
care
Carefully choose words and phrases

Asking questions is helpful
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28
Multicultural Issues
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Isolated thinking
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Vast differences from country to country
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Everyone feels this way
Differences within same country
Stereotypes
Media influences our thinking
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29
Maslow’s Hierarchy of Needs
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Physiologic needs
Safety and security
Love and belonging
Esteem and recognition
Self-actualization
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30
Adaptations Based on Individual
Needs
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Approval, acceptance, achievement
A good night’s sleep
Healthy nutrition
Positive relationships
Healthy self-esteem
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31
How Needs Affect
Work Performance
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
Self-esteem
Self-improvement
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
Procrastination
Comfort zones

Fear of new things and the unknown
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32
Patient Education

Provide education to patients in a variety of
formats



Always explain literature given
Ask patients to repeat instructions
Recognize emotional needs

Always ask questions
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33
Legal and Ethical Issues
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

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
All communication with patient must be
professional and accurate
Never give advice unless approved by
physician first
Always discuss patient care issues with the
physician
Never agree to withhold information from the
physician
Use excellent documentation skills
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34
Questions?
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35