2.1 Communication 1

what is emotional intelligence?

ability to monitor one’s own and other people’s emotions to discriminate different emotions and label them appropriately and use it to guide their thinking and behaviour

what are the 4 attributes of a person at an emotional level?

self management

self awareness

social awareness

relationship management

self management

ability to control impulsive feelings and behaviours

adapt to challenging circumstances

take initiative and follow on through commitments

self awareness

recognising emotions and knowing your own thoughts and behaviour

awareness of own strengths and weaknesses

social awareness

understanding peoples’ needs and concerns, their emotions

pick up emotional cues and power dynamics in social contexts

relationship management

ability to develop and maintain good relationships

communicate clearly inspire and influence others

ability to work well in a team and avoid conflict

define implicit bias

negative attitude one is not consciously aware of usually against a specific group

examples of implicit bias in healthcare

racial bias

weight bias

disability bias

substance abuse bias

age bias

mental illness bias

how to manage implicit bias?

recognition and minimisation

adaptation

recognition of implicit bias

recognising that others have implicit bias or you have it yourself.

thinking about the impact of implicit bias on a person.

adaptation of implicit bias

reflect on previously unrecognised implicit bias.

ability to act on known biases to reduce impact on interaction with people.

Scenario: Mr Smith, a patient who uses a wheelchair, comes to your audiology clinic for a hearing assessment. During the appointment, you find yourself speaking more slowly and using simpler language than you typically would with other patients, and you start wondering about your implicit biases.

Briefly explain 2 reasons that might be influencing your behaviour in this scenario.

implicit bias- Seeing that Mr Smith uses a wheelchair may unconsciously lead to the assumption that he might also have other limitations, such as cognitive or communication difficulties. This unconscious assumption could cause the clinician to simplify their language or speak more slowly than necessary.

Another reason could be a desire to be supportive or careful when interacting with a patient who has a visible disability. The clinician may unintentionally change their communication style because they want to avoid causing confusion or discomfort, even though this adjustment may not actually be needed.

Briefly explain 2 ways that your behaviour could potentially impact the patient’s experience and the effectiveness of the appointment for the mr smith scenario

Using altered or overly simplified communication with Mr Smith may make him feel patronised, reduce his trust, and cause discomfort. It can also disrupt the consultation, making information harder to communicate clearly and limiting effective two-way discussion, which may reduce the overall quality and usefulness of the appointment.

how to deal with a chatty patient

be open to conversation and allow them to share relevant information but redirect them when going off topic

patient who was anxious or worried how would you deal with the

use calm tone provide reassurance and offer them chance to express their concerns

dealing with a patient who is logical

provide detailed explanations and evidenced based information so they feel confident about treatment plan

reluctant or in denial patient

asking open ended questions about how hearing impacted their life. keep it low pressure.

why does awareness of personality differences matter in clinical practice?

in clinical setting with patients and colleagues we come across people with different personalities.

we might need to adapt our communication style to work effectively with different people

what are the bird types of persomality?

peacock: chatty can be sensitive and emotional

eagle: task focused rather than people focused wants to get things done

dove: positive less assertive than eagle

owl: reserved data driven

advantages of having a peacock patient

easy to build rapport with

advantages of having an eagle patient

decisive gets things done

advantage of having a dove patient

friendly easy to get along with but may not be confident to express true opinion as less assertive

advantage of having an owl

provides clear detailed information, systematic, good adherence and follow through, calm measured responses

how would you communicate with a peacock personality?

be friendly

respond openly

show your interest

be helpful avoid conflict

show pros of your idea

how would you communicate with eagle personality?

be goal oriented

well organised and informed

how would you communicate with dove personality?

be relaxed and compassionate

move on systematically don’t rush

show your affirmation

how would you communicate with owl personality?

be logical

goal focused

patient with answering lots of questions

use proof like statistics and reports

how might implicit bias impact clinical practice?

affect:

patient provider interactions

treatment decisions

treatment adherence

patient health outcomes