2. Communication Skills

7/25/2019 2. Communication Skills

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ELBA

BA

Communication SkillsCommunication Skills

for MRCPCH Examfor MRCPCH Exam


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BA


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Miscommunication

Inside Others mind My doctor doesnt know anything!

He or she is very careless!

He or she is very hesitant & confused!

Even you dont have time for me!

I don't like you!

I dont trust you! I should ask to change this bad doctor!

Even I want to comlain against him or her!

If my baby is yours you will not act like this!


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BuildBuild

a base of Knowa base of Know

KnowKnow

that you Knowthat you Know

ShowShowwhat you Knowwhat you Know

DoDo

what you Knowwhat you Know

MCQs

Cases

Clinical

Work

Exam Philosophy

"Education is learning what you didn't even know

Part 1

Part 2

OSCE


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Show what you now

Clinical ExaminationCommunication Skills

20%


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CommunicatiCommunicati

on Skillson Skills


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Communication

Verbal

Hearing

Phonation

rticulation

Mentality

Vocabulary

!luency

"anguage

#on$erbal

!irst i%&ression

!eatures

Body language

Beha$ior

Moral ' (eligion


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First

Impression

Imprompt

uSpeakin

g


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Basics three pillars of eective

communications

)* +o&ic infor%ation1. Knowledge

2. Practice

,* Personal skills1. Experience

2. Language-* Syste%atic &&roach

1. Skeleton

2. Training

3


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Communication !erities)* History taking

,* Breaking bad news-* .nfor%ation gi$en

/* Critical incidence

0* Consent

1* 2ducation3* 2thical dile%%a

4* +ele&hone Call

5* Colleague co%%unication

)6*Difficult scenarios

Child

!a%ily

Colleague


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Steps of Communication

Body

!in

.ntro


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.ntro

Welco%ing

Who are you7

What do you want7

Setting ' Conte8t

+i%e Who can attend


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Body

Prior knowledge

.nfor%ation

9nderstanding

(e&eat

Pauses

#a%e the &roble%

Hel& 28&ectation


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!in

Su%%ari:e

ny %ore ;uestion

#e8t action

!ollow u&

2ducational ids

Su&&orti$e grou&

Health &rofessionals

Contact access

+hanks


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Empathy " Sympathy

Empathy:is a techniue or skills not a feeling.!denti"y the emotion # its source then respondappropriately to it.

Sympathy: is the feelingo" sorrow "or un"ortunate

e$ent


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InformationInformationfor familyfor family


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htt""www#gosh#nhs#uk"gosh$families"information$sheets"inde%#html


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Studies shown that %ost fa%ilies will

need %ore or less the sa%e a%ountof infor%ation< irres&ecti$e of their

educational le$el

On average people remember 20%of what they see orhear

50-80%of what they see &hear


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ScenariScenari

o !ipso !ips


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Scenario tips # $reakin% &ad news

%ame the pro&lem or illness

Say sorry at least once

'hunk (pieces) in"ormation Pauses

*eact # *espond

+ope +elp


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Scenario tips # Critical incidence

,pologi-e

'urrent status

,ction taken

Expected Seuences

ocumentation

'onsultant

%ot happen again

/ormal complaint


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Scenario tips # Consent

!ndication

Pain # sedation

0ene"it # *isk Expect worry

,lternati$e 'onsultant

Sign the /orm


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Scenario tips # Education

Target o" the session

,udiences

Signi"icance

Scenario

Steps

emo

nderstanding

*epeat # summari-e

*ole player


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Scenario tips # Ethical dilemma

Local ethics # &ye law

'onsultant

Team or group decision

/amily input

The two $iews

'on"identiality

*eligious authority

Legal authority

Time to think


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Scenario tips # Collea%ue communication

er&al s3ritten hando$er

Time # person

,merican sEuropean system

*e"erring letter

Telephone call 4is&eha$ior o" the colleague


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Scenario tips # 'elephone Call

!s the $oice clear5 3ho are you5

To whom you are talking5

3hat is the reason "or call5 Patient identity Patient status 'heck understanding 4ethod o" re"erral

Summari-e %ext action

*eport

'ontact details


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Scenario tips # (ifficult Scenarios

1. 'olleague mis&eha$ior

2. 'on"lict decision

6. 'on"identiality &reach

7. ,ggressi$e &eha$ior8. Suspected a&use

9. 3rong in"ormation

. ying or dead child;. 3ithdraw support

rgan donation

'hild sa"ety

'hild &est interest

Senior on?t &lame

Keep uiet

0e honest 0e strict # direct

'ompetence


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'ips Summary'ips Summary #a%e< age ' se8 Who% in front of you7 (e$iew .nfor%ation Co%fortable setting

#o interru&tions #o hurry Child attendance 2ye contact Voice Body language 2%&athy Sy%&athy Be serious

#o =argons

Prior knowledge

+wo way con$ersation

Pauses

(e&eat Check understanding

Sorry ' a&ologi:e #a%e the &roble% Be focused Be honest >. don?t know@ Ho&e Hel& Su%%ari:e

Kee& talking

I ti E ti


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Ineectivecommunicat

ion

Eectivecommunicat

ion
http://www.youtube.com/watch?v=XjG_I5Rf4tAhttp://www.youtube.com/watch?v=C7Tm6RqZ5EM


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28a%*

Scenario

+ele&hone callfor (ecurrent

chestinfectionA

referral


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)ast messa%e Practice Practice'Practice


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!"ank

htts""sites google com"site"mrcch("
https://sites.google.com/site/mrcpch2009/https://sites.google.com/site/mrcpch2009/

Documents

2. Communication Skills