Communication skills in neonatal care

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Communication skills in neonatal care

حديثى مجال فى التواصل مهاراتالوالدة

(opening lecture in Port said fourth neonatology conference, 24-25 October 2013)

Dr Osama Hussein

MD. M Osama HusseinNeonatology consultantPort said neonatology

group

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Communication

Communication Involves Three Components:

1.Verbal Messages - the words we choose:

2. Paraverbal Messages - how we say the words

3. Nonverbal Messages - our body language

93 %

it contribute by only 7 % from our communication with others

Dr Osama Hussein



Do we need communication skills?

Communication skills in a healthcare setting include the way you use to:

• Explaining diagnosis, investigation and treatment.

• Involving the patient in the decision-making.

• Communicating with relatives.• Communicating with other health care

professionals.• Breaking bad news.

Dr Osama Hussein

• Explaining diagnosis, investigation and treatment.لإليضاح

• Involving the patient in the decision-making. المريض إشراك

• Communicating with relatives. أهلالمريض

• Communicating with other health care professionals. المهنة زمالء

• Breaking bad news. السيئة األخبار



Do we need communication skills?

Communication skills in a healthcare setting include the way you use to:

• Seeking informed consent/clarification for an invasive procedure or obtaining consent for a post-mortem.

• Dealing with anxious patients or relatives.

• Giving instructions on discharge.• Giving advice on lifestyle, health

promotion or risk factors.

Dr Osama Hussein

• Seeking informed consent/clarification for an invasive procedure or obtaining consent for a post-mortem.الموافقة

• Dealing with anxious patients or relatives. واهله للمريض التوتر مواجهة

• Giving instructions on discharge.تعليمات

• Giving advice on lifestyle, health promotion or risk factors.نصيحة



• According to the Association of American Medical Colleges (AAMC) public opinion research, patients rate communication as the most important factor in choosing a new doctor at 85 percent, ahead of board certification, number of years of practice and where a doctor attended medical school.

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• According to the AAMC, all medical schools in USA & Canada provide medical students communication skills courses

Dr Osama Hussein



1.Effective Verbal Messages

Opening Communication

The first few minutes are extremely important as first impressions have a significant impact on the success of further communication.

Dr Osama Hussein


Dr. Osama


Reinforcement

The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact, are more likely to reinforce openness in others.


Dr Osama Hussein


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Effective Listening اإليجابى اإلستماع

Active listening active listening need: 1. To face your speaker2. Maintain eye contact3. Minimize external distraction4. Respond appropriately5. Focus6. Ignore internal distraction7. Body language8. Solving problems together


Dr Osama Hussein


http://www.skillsyouneed.com/ips/active-listening.html


Questioning األسئلة توجيه

Effective questioning is an essential skill. Questioning can be used to:

• Obtain information.• Start a conversation.• Test understanding.• Draw someone into a conversation.• Show interest in a person.• Seek support or agreement.


Dr Osama Hussein



Reflecting and Clarifying

Reflecting is the process of feeding-back to another person your understanding of what has been said. Reflecting is a specialized skill used within counselling.


Dr Osama Hussein


http://www.skillsyouneed.com/general/counselling.html


Summarising

A summary is an overview of the main points or issues raised. Summarizing can also serve the same purpose as 'reflecting'.


Dr Osama Hussein



Closing Communication

The way a communication is closed or ended will, at least in part, determine the way a conversation is remembered. A range of subtle, or sometimes not so subtle, signals are used to end an interaction. For example, some people may avoid eye contact, stand up, turn their body away, or use behaviors such as looking at a watch or closing notepads or books.


Dr Osama Hussein



Closing CommunicationAll of these non-verbal actions indicate to the other person that the initiator wishes to end the communication.Closing an interaction too abruptly may not allow the other person to 'round off' what he or she is saying so you should ensure there is time for winding-up. The closure of an interaction is a good time to make any future arrangements. Last, but not least, this time will no doubt be accompanied by a number of socially acceptable parting gestures.


Dr Osama Hussein



Verbal Communication Barriers

1. Attacking (interrogating, criticizing, blaming, shaming( الهجوم

2. You Messages" (moralizing, preaching, advising, diagnosing( األنت

3. Showing Power (ordering, threatening, commanding, directing القوة إستعراض

4.Other Verbal Barriers: shouting, name calling, refusing to speak.


Dr Osama Hussein



2.Paraverbal Messages

Paraverbal communication refers to the messages that we transmit through the tone, pitch, and pacing of our voices. It is how we say something, not what we say. A sentence can convey entirely different meanings depending on the emphasis on words and the tone of voice. .

Dr Osama Hussein



Some points to remember about our paraverbal communication:- When we are angry or excited, our speech tends to become more rapid and higher pitched.- When we are bored or feeling down, our speech tends to slow and take on a monotone quality.- When we are feeling defensive, our speech is often abrupt.

2.Paraverbal Messages

Dr Osama Hussein


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Body language

= the conscious and unconscious movements and postures by which attitudes and feelings are communicated

3.Nonverbal Messages

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Body language potentially encompasses:

how we position our bodies our closeness to and the space between

us and other people (proxemics), and how this changes

our facial expressions our eyes especially and how our eyes

move and focus, etc


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Body language potentially encompasses:

how we touch ourselves and others how our bodies connect with other non-

bodily things, for instance, pens, cigarettes, spectacles and clothing

our breathing, and other less noticeable physical effects, for example our heartbeat and perspiration


Dr Osama Hussein



Facial Expression

The face is perhaps the most important conveyor of emotional information. A face can light up with enthusiasm, energy, and approval, express confusion or boredom, and scowl with displeasure. The eyes are particularly expressive in telegraphing joy, sadness, anger, or confusion


Dr Osama Hussein



Facial Expression

the six universal facial expressions - recognized around the world

1. Happiness2. Sadness3. Fear4. Disgust5. Surprise6. Anger


Dr Osama Hussein




Postures and Gestures

Our body postures can create a feeling of warm openness or cold rejection. For example, when someone faces us, sitting quietly with hands loosely folded in the lap, a feeling of anticipation and interest is created. A posture of arms crossed on the chest portrays a feeling of inflexibility. The action of gathering up one's materials and reaching for a purse signals a desire to end the conversation.

Dr Osama Hussein



Consistency

The Importance of Consistency

In all of our communications we want to strive to send consistent verbal, paraverbal and nonverbal messages. When our messages are inconsistent, the listener may become confused. Inconsistency can also create a lack of trust and undermine the chance to build a good working relationship.

Dr Osama Hussein


Thank youMD. M Osama Hussein

Neonatology consultantPort said neonatology group

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Communication skills in neonatal care