Effective Communication for HNW Savage MDSc, PhD, FFOP RCPA, FICDFacsi - PDF document

1 Effective Communication for HNW Savage MDSc, PhD, FFOP RCPA, FICDFacsimile: 07 3365 1109 Email: c.farah@uq.edu.au Keywords: communication, health professional School of Pharmacy, The University of Queensland Registrar in Oral Medicine and Pathology, and UQ Postdoctoral Research Fellow, Oral Biology and Pathology Research Unit, The University of Queensland. Reader in Oral Medicine and Pathology, The University of Queensland, and Consultant Oral Pathologist, Royal Brisbane Hospital, Brisbane, Australia. 2 Effective communication in the dental setting is imperative to the quality of health care delivery. Many al clinic with phobias, fears, anxiety and confusion. The first impression the clinician makes on the patient can dictate the outcome of treatment. Patients are more responsive to treatment suggestions and ideas if they feel comforskills can greatly assist the clinory of the presenting complaint, translating this information into an crease patient compliance and satisfaction, and minimise future potential misunderstandings. This paimprove their communication skills. their patients has been identified as one of the most important elements of the health care delivery process.1-4major factor in patient non-compliance, dissatisfaction with the health care system, and the increase in malpractice suits.5-8 Considering the potential problems thatit becomes apparent that good communication skills, and dealing with patients in a personalised and individualized manner, is essential if successful professional-patient relationships are to be formed.9-11basic lessons; 1) everything we do is communication, 2) the way we begin our message often determines the outcome of the interaction, and 3) the way a message is delivered will affect the way the message is received.12-14 In this paper, strategies are outlined for effective communication in a health deand procedures that maximise the practitioner-patientat distract from it are highlighted (Table 2). The steps outlined aim to assist the health care provider in ensuring the quality phasizing good communication techniques. Image and first impressions Approximately 60% of first impressions health professionals make on their patients are based on as age, height, weight, 4,15 This first impression will affect a patient's behaviour and attitude in subsequent 10,16,17 and so it is vital that clinicians and auxiliary staff create a friendly and approachable impression, as a significant effort is required to retrieve a patient's confidence once 10,12,14,15,17 A sincere smile improves the first impr13,1713,18communication was first used by humankind, people are programmed inherently to respond first and foremost to non-verbal signals.19-21indicates that the way people deliver a message 8,13,15 The more control people messages they send, the more 13,22patient information that will assist in diagnosis and treatment.8,13,15,23walk, conveys much about them to others.13,23posture conveys a sense of calm, composure, confidence, and competence.13,15settings, including the dental office, evoke considerable fear and uncertainty in patients. To lessen this, patients become especially alert to information in their environment and the body language of their 9,23ontrol of non-verbal messages.9,24 3 Habits that give an impression act from a clinician's message and authority and send non-verbal messages that 13,25 Negative body language; that is arms and/or legs crossed and not looking at These signals obstruct effective communication because of the strong mind-body link. Negative body language makes gathering relevant information almost impossible (when our body closes up, so do our ears and mind).13,23"doing it right" will come automatically.13,24 Good body language that makes a favourable first impression and earns a patient's hand movements that are relaxed and measured in pace, good posture wrm eye contact (but not staring), 8,13,15,17,23,25,26rectly opposite someone; that is, s To encourage more open and cooperative communication, sit or stand more at right This sends messages of cooperation and gimore gazing space in which to look away and think.Height communicates dignity and authority and can place Make sure height does not intimidate people. If a clinician is taller than average, then moving slightly away from people provides the opportunity for free communication without intimidation.8,23 People are generally "touchy" about their personal space,sentment. It irritates personal space, attention should also be placed on minimising this during dental procedures. A general rule is to stand at arms length, and not to overwhelm the patient while reclining in the dental chair. This applies to most Australians of European descent, however, cultural differences 8,13,15 Generally speaking, when compareddescent, Australians from Southern Europe, the Middle East and Asia have smaller personal space zones, while Northern Europeans, and North Americans have slightly larger zones. Australians from rsonal space zones than people from cities.habit is to take cues about personal space zones from the patient's demeanour.While communicating with a patient, it is essential to be alert for positive and negative signals.4,13,24,27one's manner to deliver the desired message leading to the best possible result.4,13 However, care is 13,27 Crossed arms can say "I feel threatened by what you're saying and I am closed to hearing it" or it can say "I’m cold". Therefore, it is important to solitary signals.13,15and facial expressions. Some patietheir level of comprehension and apprehension and accordingly their receptiveness.8,9,17,25,27In this context, negative signals include feet pointed away from the clinician (a person's feet will often pping feet, body orientated away from the clinician, ring nose or mouth, covering or rubbing 4 upward, becoming suddenly quiet and non-communicative.8,13,23,25particularly in clusters, indicates that what was just said or done has probably had a negative impact on a patient's willingness to cooperate and be receptive. In such circumstances the clinician should on listening more carefully to what the patient has to say. These moves may help to redirect the communication process back onto a positive trail with an easy bi-directional flow of information.4,12,13patient might beorientated towards you, stroking chin, good eye ful uh-hums, and handling of documents or materials being discussed during patient education or oral hygiene instructions.13,23,25,26The development of a cooperative patient may present as sitting on the edge of the choser to the clinician, 13,26 When favourable signals are noted every effort should be made to ensure the positive momentum; that is, building on what has been said and how it When there is rapport with someone, there is synchrony with them, and a feeling ofcomfortable range which allows communication to flow easily. Rapport is based on similarity. Whenlevels, and the way they speak are often the same. This is called matching. We all do this naturally and unconsciously whenever there is rapport with someone, generally because people like people who are similar to themselves. The rapport process can be consciously speeded up by actively matching someone verbally or non-verbally.13,254,13The clinician can match a person's body position (that is mirroring them), and the type and rate of their movements and gestures either partially or precisely.13,25 Their voice (tone, volume, speed, rhythm, and pauses), as well as breathing patterns, and the degree of seriousness and formality can also be matched It is worth remembering, that rapport is something involving only the patient. Do not copy every move a person makes, as their conscious mind should not er than spontaneous. Match and mibe used to test for rapport. Simply shift position and note whether the other person follows. The more Techniques to show attention and gather information It is important to make the speaker and 8,13,14 When sitting and listening, communicate interest and involvement in patient.8,15,26grees it can become domineering and invade an individual's personal space.8,13persuade people to give more information. However, if used insensitively it can easily be a negative prompt. A 60 to 75 degree lean backwards is also a useful strategy if someone appears to be nervous, is becoming emotional, or is talking about a difficult personal matter. This reduces some of the pressure 5 they might be feeling. However, again there is a fine line, because leaning too far back can signify 8,13In many cultures including our own, eye contact is an important part of communication.13,15 Eyes are can send a strong message of disinterest, while too much eye contact may intimidate others.8,15 While the right level of eye third of the time is comfortable. act from a speaker indicates sincerity and holds the listener's attention, while the right level of eye contact from a listener indicates that they are paying attention and remain interested.8,13,17 Eye contact also encourages the speaker tocan be used to increase pressure and vice versa, but remember that sensitivity is the key.8,13 impression. The voice should be steady, calm, and str18,28 Words should flow easily without awkwpace, while emphasizing key words and phrases. establishing and maintaining misunderstanding.18,25,29 Listening should be focused on understa13,18,29 There are many reasons why people do not listen properly. An individual may consider he has something better to say, or pre-empt what the other person will say. There may be too many or focusing on one's own thoughts 13,18,30 Sometimes the speaker or their message may not be particularly palatable and so is filtered to only hear selected extracts and reject the speaker's viewpoint. At other times conclusions may be reached too 13,18,25,30s the listener's comfortable release of information. Active listening can be shown by maintaining open body language where arms and legs ar toward the speaker, maintaining ey8,13,25,26 It is important to remove 12 Reflective listening brings the greatest rewards in terms of information, understanding, and results.speaker's message is often imprecise, but reflectivde the opportunity to add further information.8,9,31This can be assisted by mentally summarising the communication and restating the speaker’s main 8,9 However, ensure the statement is summarised in a tentative, not dogmatic way,8,9,13 and that 15,17,18When several points are made, summarise the one that will keep the conversatdirection. When several emotions are expressed, reflis generally the most accurate. Remain neutral and show neither approval nor disapproval. Keep restatements short to maintain the focus on the speaker. Use thoughtfu 6 statements not questions and they should encourage more information and elaboration, not a yes/no 8,9,12,13,25 Begin restatements with "You sound", "You seem", "Your idea is", or "You must feel more information and shows active listening whilst ue. It also prevents or minimises misunderstandings, shows support for and acceptance of the speaker, and can diffuse emotion and calm down an upset or emotional patient. Reflective listening can increase a patient's confidence in the care provided by health 8,9,13,17Questioning to gather information The ability to ask appropriate questions is one of the most important techniques for productive 8,9,15 Health professionals should8,9 It is important that both participants have equal opportunity to request, receive, and disclose information.There are four basic steps in gathering quality information: 8,9,13,17,18,321. Explore by asking open questions (for example "What problems have you had?")2. Use affirmative listening techniques (see above)3. Give a reflective listening response (see above)Pause and allow the speaker time to respond. pauses can become uncomfortable direction in interviews.answer (for example "Have you used this product before?"). They are efficient and provide a health professional with valuable information.funnelling technique which allows eas on a specific topic.stions to a particular tially asking background open questions to gather basic information, and then asking detailed information and clarify points. to ensure that the information being obtained is accurate.8,15 10,13"You will not have problems with It is also important to avoid medical jargon when speaking with patients as they may not understand important advice, and may feel 15,17,33,34Use "I" rather than "You" statements. "You" statements are negativewhile "I" statements place the responsibility for the observation on the speaker. For example: "You iced that you appear to be taking a lot of those lately". Delivering information effectively The key to effective communication is to use short sentences.12,28sentences confuse patients because they are unable to remember where the sentence started and what its 7 Words should also be chosen carefullence through the choice of for or justify the concepts put forward.more compliance from others and is more persuasive. Patients tend to recall information counselling a patient, as the more that is said, the more likely Increased compliance can also be gained the most important points in the communication.12,17,29appreciative of careful written instructions, and this certainly encourages compliance. Speakers attempting to be more persuasive should make more eye contact, gesture more, use affirmative nods, be more facially expreIn summary, communication involves more than just words.13,14 It includes active participation, use of facial and vocal expressions, body posture, gestures, and even appearance to enhance effective patient 14,15 Communication is an important life skill. It is particularly important for health care 8,15,18effectively contribute to the delivery of quality health care services, while incomplete communication may result in potential harm to the patient. Good communication is not easy and needs practice until it becomes a reflex response. Possessing good communication skills is an achievable goal that will enhance clinical practice immensely.8,10,15,25 8 te to effective patient-heaImage and first impressions affect a patient's atts the health care provider Body language and non-verbal communication messageused to enhance the communication process Try to read the patient's body language and facial expressions and respond accordingly Building rapport with a patient provides a sense of affinity and unity based on similarity The right level of eye contact from the health professional indicates sincerity and holds the patient's attention Voice adds to a positive first impression Delivering information effectively 9 e patient-health care provider communication. A sincere smile improves the first impression Upright posture conveys a sense of calm, composure, confidence, and competence, while fidgeting gives an impression of constaes to the patient encourages open and cooperative communication Respect the patient's personal space and generally stand or sit at arms length Use matching techniques sensitively to build rapport; sion of more information, while leaning backwards will ease an emotional nervous patient Too little eye contact can indicate an uninterested listener, while too much eye contact can intimidate Voice should be steady, calm, and strong, without being too loud or quiet, and sentences should not be rushed by maintaining open body language (reflective listening techniques Gather information by asking open questions using affirmative and reflective listening, and allow the patient time to respond stions as these imply a specific answer is expected Avoid medical jargon lest the patient is alienated through misunderstanding Use short sentences to convey a message, and delivce to increase compliance tion to draw attention to the important points 10 References 1. 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