Week 5: communication and conflict negotiation Flashcards
What is communication?
A reciprocal interactional process which occurs in an environment where people share meaning verbally and non verbally
What are some ways to make communication effective?
- body language
- ensure congruence between verbal, non-verbal, and para-verbal messages.
- active listener
- use correct language
- keep communication concise
- avoid eliciting defensiveness
Being a good communicator starts with:
knowing yourself
To be a good communicator, we should have some idea of:
- how we are perceived by others
- having a basic knowledge of personality types
- see the situation through the other person’s point of view
What are the top 3 things a patient cares about?
- clear and concise directions
- friendly service
- knowledgeable therapist
What are 6 barriers to good communication?
language emotions environment timing perception filtering
How do we “listen” to our patients?
- focus on what they are saying
- use body language
- use confirming response
- restate or summarize what the patient is saying
- ask question
- respond constructively
- respond appropriately
How do we “talk”” to our patients?
- encourage open-ended questions
- be specific
be positive - keep calm
- ask the patient for a summary
- try to resolve conflicts, not win them
How do we “email” a patient?
- emails should not replace verbal communication
- treat emails as records of your professional history
- reply in a timely fashion
- keep it focused on business
- think carefully and thoughtfully before you press send
What are some examples of managing challenging encounters?
- address early and in private
- speak to the person you have a problem with
- display empathy
- pay special attention to any emotional responses
- remain calm
- be non-judgemental
- focus on an outcome, not the problem
- remain sincere
- expect discomfort
When conversing with someone, we should:
- make it safe
- stick to the facts
- look within
- find mutual purpose
- probe/ be curious
- what you say vs. what they hear
- options in dialogue
What are the methods of conflict - resolution?
assertiveness: focused on task or own goals
cooperativeness: focus on the relationship with others
combos: compromise and collaborate/ integrate
What question do you not ask when scheduling an initial eval or treatment session over the phone?
When would you like to come in?
Patients must be ___________ on their condition and _______ we are going to do to make them better.
educated; what
We should ___________ tell a patient, make insinuations, or make facial expressions that:
NEVER; a doctor is wrong
When you bring a patient back, the physical therapist should:
greet them in the lobby address them by their formal name introduce our self remind them of appt time communicate and apologize for the wait
When the physical therapist is in their treatment session, they should:
- introduce patient to other PTs
- engage w/ other patients
- give every patient a farewell
