Patient Interaction and Communication病人的互动和沟通.pptVIP

Patient Interaction and Communication Brian T. Larsen, DPT, MS Objectives Be familiar with what constitutes non-verbal and verbal communication and know how to be effective at both. Be familiar with the barriers to communication and know the parts to active listening. Understand the importance of obtaining rapport with patients, and understand how to match, lead and pace when communicating with your patients. Understand the 3 different learning styles in this lecture, and be prepared to give examples of each. Be familiar with the different steps in the Trans-theoretical Model of Behavior Change, and know how to assess which stage a person is in. Therapeutic Communication Facilitates the healing process Accomplished verbally and non-verbally 3 parts to a message: Verbal (actual words): 7% Vocal (tone or inflection): 38% Nonverbal (physical aspects): 55% Verbal and nonverbal messages often conflict “actions speak louder than words” Non-Verbal Communication Gestures, facial expressions, inaudible expressions Used to transmit a message May not be the message you intend to send Can compliment, repeat, contradict or accent one’s verbal and vocal message Non-Verbal Communication Physical characteristics Visual data is immediate Clothing Professional dress = professional work Personal space More intimate friends are allowed closer Cultural differences Personal space differs greatly between cultures Non-Verbal Communication Posture Body, arm, leg positions, sitting posture Facial expressions Especially eye contact Hand gestures Verbal Communication Can be affected by: Sender’s meaning versus receiver’s meaning Interference Noise between sender and receiver Channels of communication: Face-to-face Telephone Written Third party (the worst type usually) Barriers to Communication Prejudice Closed words Never, always, etc Judging Use of slang or jargon Emotions if upset Inability or unwillingness to listen Hearing deficit, defensiveness, noise Active Listening Paraphrasing a sp