Dr. Manar Ahmed MRCPCH-UK

Master degree in pediatricsCairo university

Communications Skills

Why Communications Skills Are So Important?

• The purpose of communication is to get your message across to others.

• This is a process that involves both the sender of the message and the receiver.

• This process,if not properly conducted, leaves room for error, with messages often misinterpreted by one or more of the parties involved.

• This causes unnecessary confusion and counter productivity.

 • In fact, a message is successful only when both the

sender and the receiver perceive it in the same way.

Why Communications Skills Are So Important ?

• Communication barriers can pop-up at every stage of the communication process (which consists of sender, message, channel, receiver, feedback and context ) and have the potential to create misunderstanding and confusion.

Communications Skills• Communication is a dynamic process• through this process we convey a

thought or feeling to someone else.• how it is received depends on a set

of events, stimuli, that person is exposed to.

• how you say what you say plays an important role in communication.

Levels of communication• VERBAL– Intra verbal: intonation of word and sound– Extra verbal verbal: implication of words

and phrases, semantics• NON-VERBAL– Gestures– Postures–Movements

• SYMBOLIC

Communication Styles• Passive• Hesitates, apologizes, gives in or says nothing. • Makes little eye contact, frowns. • Speaks in a shy or timid voice, or mumbles.

• Aggressive• Interrupts, exaggerates, blames, makes

demands; uses sarcasm. • Makes glaring eye contact. • Yells, swears, calls names, clenches fist. • Ignores feelings of others.

• Passive-Aggressive• Initially apologizes, then makes plan to get even. • Avoids eye contact. • Expresses anger through body language or actions (e.g.

facial expression or slamming a door) instead of through words.

• Ignores the problem for the present but there may be an argument later.

• Assertive• Speaks clearly and firmly using statements. • Shows respect for self and for others. • Makes steady eye contact. • Uses an upright confident body posture and a pleasant, firm

voice.

Communication Styles

Being Assertive Means...• You express your feelings and your

rights clearly. • You express your feelings and your

rights clearly. • You act in your own best interests but

still consider the needs and rights of others.

• You develop trust and equality in your relationships.

• You ask for help when you need it.

Tips on Being Assertive

• Make eye contact. • Use a pleasant firm voice.

• Call the other person by name. • Use confident-looking posture.

• Choose the best time and place - sometimes, it works best to ask for a few minutes to speak to the other person in private.

Barriers in Communication

• Sender– Unwillingness to say things differently– Unwillingness to relate to others

differently– Unwillingness to learn new approaches– Lack of Self-Confidence– Lack of Enthusiasm– Voice quality– Prejudice

• Sender– Disagreement between verbal and non-

verbal messages– Negative Self Image– Lack of Feedback– Lack of Motivation and Training– Language and Vocabulary Level– Lack of Self Awareness

Barriers in Communication

Barriers in Communication• Receiver– Selective Perception– Unwillingness to Change– Lack of Interest in the Topic/Subject– Prejudice & Belief System– Rebuttal Instincts– Personal Value System– internal & external factors

• External– Environment • The venue• The effect of noise• Temperature in the room

– Other People – Status, Education– Time

Barriers in Communication

• Listening is Hard Work• Competition• The Rush for Action• Speed differences (120 wpm v/s 360

wpm)• Lack of Training

5 basic reasons we do not listen

• By not being Preoccupied• Being Open Minded & Non Defensive• Minimizing Interruptions• Effective Listening is: Hearing,

interpreting when necessary, understanding the message and relating to it.

• By Asking Questions

Improving Listening Skills

Resolving Conflict• Conflict is a part of the range of interactions

we have with other people.

• Resolving conflict often leads to a stronger relationship.

• Two sides working together to solve a problem often arrive at a better solution than if each side worked alone.

• Watch Out for Communication Blocks...

• Arguing • Withdrawing • Blaming or accusing • Not listening • Changing the subject

Resolving Conflict

• Try to Avoid...• Jumping to conclusions • Mind reading • Unrealistic expectations... such as perfection

• Cool Down Time • Take 4 or 5 deep breaths. • Put the brakes on hostile thoughts... change your focus. • Buy yourself some time with "I need some time to think

about this". • Discharge the adrenaline with some exercise... go

for a walk. • Talk yourself down... listen to music... laugh. • Clear your mind for some creative solutions.

Resolving Conflict

• Have you ever found yourself in a situation where you felt pressured to do something you didn't want to do?

• Lines are the pressure statements that people throw at you when they want you to do something. In some situations - such when you know there's a safety or health risk, or when it's against the law - the best comeback is "No" and you don't even have to explain.

Other times, good comebacks are useful in getting someone who is pressuring you off your back. The more often you use comebacks, the easier it gets.

Handling Pressure and Saying "NO"!

Handling Criticism From Another Person !

Scenario 1• Back ground information: Ramsy is a 2-year old boy. He was quite healthy until 10

days ago when he presented to the A&E department with high-grade fever and convulsions& purpuric rash.

A diagnosis of meningococcal disease was made and

confirmed by CSF examination and blood culture. Despite energetic treatment, the condition of the child deteriorated.

He was transferred to PICU. He became comatosed and required ventilatory support. You are the registrar in charge of treatment. The mother of this boy is not happy and blames you and the team for the complications that follow the admission to the hospital.

She threatens that she will sue you and the hospital if her

son doesn’t recover completely and requested the immediate referral of her son to a better hospital.

Scenario 2• Back ground Information: John was admitted yesterday with poorly controlled asthma.

Yesterday, he had an acute asthma attack with a cold. He has received 2-hourly nebulised salbutamol overnight, and a first dose of oral prednisolone.

He has not been admitted before, but has symptoms of cough and wheeze most days, worsened by exercise and colds. He has previously used a salbutamol metered dose inhaler directly into his mouth as the only treatment for his asthma.

There are no pets at home, and neither parent smokes. He

has a mild Harrison’s sulcus, and a Peak Flow rate is 170 l/m (predicted 250). He is on the 10th centile for height. You wish to start john on Beclomethasone dipropionate 200 micrograms twice daily in the first instance, using a large volume spacer. His mother has asked to see you to discuss this in more detail.

Thank you