![EXAMPLE
Husband: “I don’t want to be late again.” [what is
said]
Wife: “Did you mean we should leave earlier than
5:00?”
[clarifying question] Husband: “No, but you
always say you’ll be ready on time, and we never
are.” [what was meant]](https://image.slidesharecdn.com/mcicommunication-240823204917-fee89b20/85/MCI_Communication-pdf-mmmmmmmjjjjjjjjjkkkkkk-28-320.jpg)
MCI_Communication.pdf mmmmmmmjjjjjjjjjkkkkkk
- 1. COMMUNICATION SKILLS AND MEDICAL ETHICS (CME 115) DR MUYUNI SAMUEL
- 2. AIM •Equip students with knowledge, skills and attitudes that will enable them to communicate effectively with patients, care givers and the community professionally.
- 3. OBJECTIVES 1. Define common terms in communication 2. Describe the communication process 3. Explain the professional code of conduct for health professionals 4. Describe ethical principles governing clinical practice and research 5. Demonstrate understanding of legislation and regulations governing the medical practice in Zambia
- 4. OBJECTIVES CONTINUATION….. 6. Describe management of information system 7. Describe ethical principles governing clinical practice and research
- 5. COMMUNICATION SKILLS (CONTENTS) •1.1 Definition •1.2 Elements of communication •1.3 Communication process •1.4 Types of communication •1.5 Verbal Communication •1.6 Non -Verbal Communication •1.7 Communication skills •1.8 Active listening
- 6. COMMUNICATION SKILLS (CONTENTS) CONTINUATION…… •1.9 Summarising •1.10 Exploratory questioning for feelings
- 7. MEDICAL ETHICS AND PROFESSIONAL PRACTICE (CONTENTS) •3.1Philosophical basis and principles of medical ethics •3.1.1 Ethical theories, deontology and utilitarianism •3.1.2 Medical research and ethics •3.1.3 Policy, legislation and regulation for COGs – The Practice
- 8. MEDICAL ETHICS AND PROFESSIONAL PRACTICE (CONTENTS) CONTINUATION…. •3.1.4 Clinical Incompetence •3.1.5 Inter-professional relationships •3.1.5.1 Relationship with other health workers •3.1.5.2 Relationship with unqualified practitioners and traditional healers •3.1.6 The ethical dimension: Responsibility to the community
- 10. COMMUNICATION •WHAT IS COMMUNICATION? •WHY DO WE COMMUNICATE? •WHAT DO WE COMMUNICATE? •TO WHOM DO WE COMMUNICATE? •HOW DO WE COMMUNICATE? •WHEN DO WE COMMUNICATE?
- 11. DEFINITION Communication can be defined in many ways. In simple terms communication is: • Information transmitted • A verbal or nonverbal message • A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior
- 12. COMMUNICATION •WHAT THEN IS LEARNING?
- 13. LEARNING •IT IS THE RELATIVE PERMANENT CHANGE IN BEHAVIOUR
- 14. COMMUNICATION •WHAT ARE THE FACTORS THAT MAKE COMMUNICATION POSSIBLE?
- 15. ELEMENTS OF COMMUNICATION THERE ARE 4 ELEMENTS OF COMMUNICATION; You (Sender) Your audience (Receiver) Your message (Information) Feedback (Evaluation)
- 16. ELEMENTS OF COMMUNICATION CONTINUATION….. •1. Sender A good sender is specific, considerate, and discriminating. •2. Message. The message is the vehicle for the sender’s thoughts. This vehicle may be spoken or written word, body gesture, or facial expression. In other words, the message can be verbal or non-verbal.
- 17. ELEMENTS OF COMMUNICATION CONTINUATION…. A well-written story should contain the who, what, when, where, why, and how of the story in the first paragraph or two. If it does not, it will not hold our attention. •3. Receiver passive and active listeners. Active listeners develop good habits of concentration, evaluation and mental participation and thus succeed in absorbing most of the intended message.
- 18. ELEMENTS OF COMMUNICATION CONTINUATION…. •4. Feedback; is the response the receiver returns to the SENDER. Without feedback, there is no communication. Other elements to take in to consideration; Concentration (listener 300-400 words per minute /speaker 125-150 words per minute), The message; is it a fact? inference? Or an opinion?
- 19. TYPES OF COMMUNICATION • verbal (speech) • non verbal (signs/ body language) • writing • what about music? art? etc • therefore, we can say communication can be categorised as in; ?tone ?vocals ?visuals
- 20. TYPES OF COMMUNICATION COMMUNICATION TOOLS; • Listening • Speaking • Reading • Writing
- 21. TYPES OF COMMUNICATION •Typically, we retain information at these rates: •10 percent of what we read •20 percent of what we hear •30 percent of what we see •50 percent of what we see and hear •70 percent of what we see and discuss •90 percent of what we do
- 22. TYPES OF COMMUNICATION Another way to think about how we retain information is this adage: •Tell me and I will probably forget, Show me and I might remember, Involve me and I will learn.
- 23. TYPES OF COMMUNICATION • THE FIVE C’S OF VERBAL COMMUNICATION; • Concise • Complete • Cohesive • Courteous • and Clear-are terms that describe all effective communication. They are always evident in good business correspondence and should carry over into spoken transactions.
- 24. OTHER FORMS OF COMMUNICATION •Intrapersonal communication (self talk, premonition, thinking ideation – thought process). •Interpersonal communication (between two or more people, verbal or nonverbal) •Mass communication (involving multitudes: hundreds, thousands, millions, using mass media: TV, Radio, internet, print media)
- 25. CONTINUATION….. • Grape vine communication (gossip, rumours, information needing verification. Common in institutions or administrations) • Administrative communication (management form of communication channels, memos, letters, and other procedure based on acceptable policies and guidelines) • Intercultural communication (form of communication responsive to particular cultures and other complexities of a given culture or tradition. Also known as inter racial communication)
- 26. COMMUNICATION •COMMUNICATION SKILLS CAN BE LEARNED. • It takes one to three months to establish a new habit. Be brave! Make the commitment to try one new communication skill, to practice it, to give yourself a chance to improve. Take a big step; you cannot cross a chasm in two small jumps.
- 27. ORAL COMMUNICATION LISTENING SKILLS: BARRIERS, IMPROVEMENTS, AND TIPS •Say what you mean, and mean what you say! •We have all heard that from time to time. Trying to understand the difference between what is said and what is heard can be frustrating
- 28. EXAMPLE Husband: “I don’t want to be late again.” [what is said] Wife: “Did you mean we should leave earlier than 5:00?” [clarifying question] Husband: “No, but you always say you’ll be ready on time, and we never are.” [what was meant]
- 29. • Listening is really where all good communication begins. Misunderstanding what another person is saying is one of the biggest obstacles to communication. Each of us sees the world in a unique way, and we usually assume that everyone sees it the same way we do. • Most people are born with good hearing, but not good listening skills. Listening must be learned. Listening is a mental process requiring effort, and we can learn how to be good listeners. First, we need to understand the barriers to good listening skills. Then, we can identify ways to improve those skills.
- 30. Why We Don't Listen Well • There is much that competes for and distracts our attention, both at work and at home •Personal attitude
- 31. BARRIERS TO EFFECTIVE LISTENING We can think faster than a speaker can talk, and jump to conclusions We are distracted and allow our minds to wander We lose patience, and decide we are not interested We overreact to what's said and respond emotionally We interrupt
- 32. HOW TO BE A BETTER LISTENER Be patient for the entire message Be aware of speech cues (who, what, where, when, why, how) Listen for ideas, not just facts (stories, reasons, goals help us remember facts) Verify, Question, Acknowledge, Silence, Encourage, Confidentiality, Empathy, Assertiveness
- 33. TIPS • Look at the speaker (benefit = 15 percent) • Ask questions (benefit = 15 percent) • Take notes (benefit = 20 percent) Hearing is natural. Listening is a skill that we learn. Remember: we listen more than any other human activity except breathing!
- 34. SPEAKING SKILLS: WHAT TO SAY AND HOW TO SAY IT •ASKING QUESTIONS; Close-ended questions are designed to clarify, and can be answered with a “yes” or “no” response Open-ended questions are designed to get more information, and cannot be answered by a simple “yes” or “no
- 35. Another questioning technique is called the one- point solution. The characteristics of the “one- point solution” are the following: • Identifies an urgent concern • Focuses on one issue at a time • Forces a choice • Leads to a specific solution
- 36. WRITTEN COMMUNICATION MEMOS, LETTERS, NOTES, REPORTS • Keep writing simple • Keep writing positive • Keep writing accurate
- 37. • Use short words (fewer than 3 syllables) • Use short sentences (fewer than 15 words) • Use short paragraphs (fewer than 5 lines) • Be direct and positive • Use a dictionary to verify spelling • Use spell-check on the computer • Ask someone to proofread your writing • Mark your own common spelling errors in your dictionary • End with “thanks”
- 39. FACTORS THAT HINDER COMMUNICATION •Education •Culture •Language •Environment
- 40. CONFLICT, CRITICISM, ANGER •Every human being experiences conflict. It is a factor of human interaction. Whenever two or more human beings are involved in communication there is potential for misunderstanding, and hence, conflict. How we handle conflict is key to our own well-being and to developing and maintaining good relationships.
- 41. DEALING WITH CONFLICT 1. Listen carefully to determine the nature of the conflict 2. Identify areas of agreement 3. Allow the other person a way out
- 42. OBSTACLES TO RESOLVING CONFLICT • Judging a problem too quickly • Searching for a single answer, and believing ours is the best • Assumption of either/or (either it’s my way or not at all) • Deciding that “the problem is theirs, not mine”
- 43. RESOLVING CONFLICT Is it worth fighting over? Can it be negotiated? Do I want to win the argument more than win a relationship? Separate people from the problem Focus on interests, not positions Strive for mutual gain Control Anger Accept Criticism
- 44. TIPS FOR DEALING WITH COMPLAINTS • Do not take it personally, and do not get defensive • Never act on a complaint without hearing both sides of the story • When in doubt, leave it out. (Maintain positive language. If you are about to say, “We never. . .” or “You shouldn’t. . .” – don’t!) • Avoid blaming anyone: it does not help resolution to dump on someone else • Say what you will do and when (set time limits and stick to them. Even if you merely get back to someone with the progress you are making, do it. In the absence of facts, people make up reality).
- 45. SUMMARY •Take note of all key items and conclude •Communication without a conclusion is information that can be interpreted in anyway by anyone as it does not assure a direction –it leaves people in suspense. •Be conclusive; is it a fact, inference or opinion?
- 46. REFERENCES • Better Bosses=Better Roads, Nebraska T2 Center newsletter (Lincoln, Nebraska, April 1989) • The Elements of Style, William Strunk Jr. and E. B. White, Fourth Edition, Allyn and Bacon, A Pearson Education Company (Needham Heights, Massachusetts, 2000) • Getting to Yes, Negotiating Agreement Without Giving In, Roger Fisher, William Ury, and Bruce Patton, Second Edition, Penguin Books (New York, 1991) • Getting Ready to Negotiate: the Getting to Yes Workbook, Roger Fisher and Danny Ertel, Penguin Books (New York, 1995) • Getting Together, Roger Fisher and Scott Brown, Penguin Books USA (New York, 1989) • Guide to Employee Communication, (The), Communication Briefings (Pitman, New Jersey, 1990) • How To Talk and Communicate At the Same Time, National Association of County Engineers Training Guide Series (Kansas City, revised 1986) • One Minute Manager (The), Kenneth Blanchard and Spencer Johnson, Berkley Books (New York, 1983) • Power Tools: 33 Management Inventions You Can Use Today, Samuel D. Deep and Lyle Sussman, Perseus Books (Massachusetts, 1998) • Working with Difficult People, William Lundin and Kathleen Lundin, American Management Association (New York, 1995) •