Transcript Powerpoint
INTERVIEWING the principles behind the art A verbal and nonverbal dialog between two people whose behaviors affect each other’s style of communication. The Languages of Communication • Spoken Language what we say • Body Language what we don’t say • Paralanguage what we mean Communication Paralanguage • Verbal qualities • • • • tone rhythm pace - the tempo vibrancy • Articulation • Pauses/silence Communication Spoken Language • Content • Questions • Facilitation Communication Spoken Language • Types of questions –open ended questions –closed ended questions –compound questions –multiple choice questions –leading questions Communication Spoken Language • Facilitation –"mm, hmm”, "And then?” –Confront –Mirror or reflect –Paraphrase –Summarize –Probe –Clarify • Interruptions Communication Body Language • • • • • • Kinesics Facial expressions Eye contact Gestures Posture Mirroring • • • • • Laugh Physical contact Personal grooming Clothing Odors J L The Interview Interviewing is a skill that one can become proficient at even before one understands disease process. Interviewing Goals Get the patient to talk Let the patient talk Establish the agenda Collect data Educate and motivate Negotiate the plan Get the Patient to Talk establishing rapport A. Establish a favorable context by: • Prepare • Welcome the patient • Introduce and identify yourself • Ensure comfort and privacy 1 2 3 Get the Patient to Talk establishing rapport B. Establish a good flow of information • Open ended questions initially • Encourage with silence, nonverbal cues, and verbal cues • Focus by paraphrasing and summarizing Get the Patient to Talk establishing rapport C. Adopt facilitative attitudes • Empathy • Respect • Genuineness One of the essential qualities of the clinician is interest in humanity, for the secret of the care of the patient is in caring for the patient. Francis Peabody 1923 Let the Patient Talk • • • • listen more talk less interrupt infrequently permit patients to express their own story in their own words Establish the Agenda • Obtain list of all issues – main complaint – other complaints or symptoms – specific requests • Patient's expectations for this visit – ask the patient "Why now?" Collect Data • Acquire information through discussion and careful observation of facial expressions and body movements MOVIE CLIPS • Opening • Facilitation – repeat – clarify • • • • Body Language J Privacy and Comfort Empathy Respect L 1 2 3