Patient Interaction munication Brian T. Larsen, DPT, MS Objectives Be familiar with what constitutes non-verbal and munication and know how to be effective at both. Be familiar with the barriers munication and know the parts to active listening. Understand the importance of obtaining rapport with patients, and understand how to match, lead and pace municating with your patients. Understand the 3 different learning styles in this lecture, and be prepared to give examples of each. Be familiar with the different steps in the Trans-theoretical Model of Behavior Change, and know how to assess which stage a person is in. munication Facilitates the healing process plished verbally and non-verbally 3 parts to a message: Verbal (actual words): 7% Vocal (tone or inflection): 38% Nonverbal (physical aspects): 55% Verbal and nonverbal messages often conflict “actions speak louder than words” Non-munication Gestures, facial expressions, inaudible expressions Used to transmit a message May not be the message you intend to send pliment, repeat, contradict or accent one’s verbal and vocal message Non-munication Physical characteristics Visual data is immediate Clothing Professional dress = professional work Personal space More intimate friends are allowed closer Cultural differences Personal space differs greatly between cultures Non-munication Posture Body, arm, leg positions, sitting posture Facial expressions Especially eye contact Hand gestures munication Can be affected by: Sender’s meaning versus receiver’s meaning Interference Noise between sender and receiver Channels munication: Face-to-face Telephone Written Third party (the worst type usually) Barriers munication Prejudice Closed words Never, always, etc Judging Use of slang or jargon Emotions if upset Inability or unwillingness to listen Hearing deficit, defensiveness, noise Active Listening Paraphrasing a speaker’s words to clarify if you have caught the meaning Restate: repeating words as you have he
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