OT- 514 Interpersonal Skills

Therapeutic communication

Therapeutic communication in the patient–provider relationship is interpersonal exchange, using verbal and nonverbal messages, that culminates in the patient being helped

5 Communication Essentials

1.Complete

2.Clear

3.Concise

4.Courteous

5.Cohesive

Encoding

This is the process of forming a message that transmits a specific meaning. The sender encodes messages.

Decoding

The process of deciphering the meaning of a message is known as decoding. The receiver decodes messages.

Non Verbal Communication

•Eye contact

•Gestures

•Personal space

•Physical contact

•Facial expressions

•posture

What % of Communication is Non-Verbal?

70%

What percentage of messages are communicated through tone?

23%

What % of a message is communicated by what is actually sai?

7%

Therapeutic Communication

Therapeutic communication in the patient–provider relationship is interpersonal exchange, using verbal and nonverbal messages, that culminates in the patient being helped

Client Centered Approach

Emphasizes clients’ knowledge and experience, strengths, capacity for choice, and overall autonomy

Close-ended questions

require short, one or two word responses

direct/indirect questions

direct qs leave little doubt about what information the provider is looking for. Indirect qs may not be worded in ways to inform patients what info the provider is seeking

leading questions

restrict or influence patient responses. the wording suggests what answers are sought by the practitioner

open- ended questions

phrased to provoke a wide range of possible responses, and encourage patients to elaborate upon their needs

multiple choice questions

phrased in ways to require patients to consider several possibilities, usually between two or more options

question response burden

a level of demand placed on the patient to answer the providers question

ruling out/ ruling in questions

used to clarify and specify patients’ needs and concerns ; ruling out irrelevent data

active listening

the process of fully understanding what another is communicating

avoidable suffering

harm to a patient from an imperfect healthcare system; can be prevented by organizing care for the patient

compassion

the concern shown for the suffering of patients and includes sensitivity, warmth, tolerance, and empathy

confirmation

a way of communicating acknowledgement and acceptance of others ; validate the other person

empathy

both an emotional and cognitive understanding of the experiences of others ; understanding and valuing the patient’s perspective

emotional knowing

the capability of recognizing one’s own and other person’s emotions being able to identify and label them appropriately

incorporation

the second step in establishing empathy: the experience of the patient that is now known to the provider is taken into the self of the provider

inherent suffering

the consequences of patients’ diagnosis (pain and treatment)

reducing alienation

empathetic responses reduces patients’ feelings of alienation r

reverberation

the third step in showing empathy ; the provider’s similar past experiences help with understanding a patient’s experience

sympathy

the act of feeling the feeling or needs of another ; sadness or pity