Lecture 2: Basic Techniques Flashcards
What is the difference between sympathy and empathy?
Sympathy: feeling sorry
Empathy: no judgement, doesn’t necessarily mean we have to have experienced what the other person is feeling though
What is empathy?
The ability to understand the thoughts and emotions of another person
The action of understanding, being aware of, being sensitive to, the feelings, thoughts and experiences of another
WITHOUT the thoughts feelings or experiences being communicated in an objectively specific manner
What are the two stages of empathy?
- The understanding and sensitive appreciation of another’s problems or feelings
- The communication of that understanding back to the client in a supportive way
Why is responding to patients in a caring and respectful manner important?
It helps patients process their feelings in a safe way, and increases patients endurance, adherence and compliance
What are the basic techniques of non verbal communication?
Exhibit appropriate non verbal behaviour like eye contact, posture & position, moment, use of voice, facial expression
Recognise patients non verbal cues such as body language, speech, facial expression, and acknowledging these as appropriate
What are the six important aspects of verbal communication?
Appropriate use of questions Silence Minimal encourages Reflective techniques Summarising Clarification
When do you use open questions.
To open up the conversation
- allow pharmacist time to listen an think
- encourages patient to tell their story in more complete fashion
- allow for possible answers you haven’t thought of
- helps client to feel understood
- sets pattern of client participation
- prevents stab in the dark approach
When are closed questions used?
To mop up the conversation
- allows you to elicit fine details
- allow you to test hypotheses
- may help you to investigate areas that done emerge in the clients account
- useful for some aspects of functional enquiry
Describe the questioning cone
Start with general open questions to get overview of topic
Progress to more specific open questions to get more details
Clarify with closed questions to get specific facts
Which type of questions work best?
Ones that are clear and easily understood
Unambiguous,
Open ended (if this is most appropriate)
Not leading
How does silence help in clinical communication?
Helps both sides to collect their thoughts
Allows people time to process info and emotion
Body language can communicate attention during silence
What are minimal encuragers..
Brief words, sounds, gestures that encourage a person to continue talking
Words like: yes, ok, oh, right
Sounds like: hmmm, mmmm, uhhuuh,
Gestures like: nods, appropriate smiles, frowns
Why is clarification used in clinical communications
Can clarify any ambiguity in what the patient has told to
Helps confirm hypotheses
E.g. Are you saying that your big toe is itchy and painful or just painful most of the time?
What is pharaoh easing?
Restating the essence of a message in a patient’s earlier statement in different words
It does not alter meaning nor does it add to meaning
What is reflection?
Mirroring back to the speak in brief statements the emotions that he/she is communicating
Can also reflect meaning by reflecting back emotions and content
E.g. So you feel worried because you have lost your wallet
