MRCPCH-UK

Master degree in pediatrics

Cairo university

Communications Skills
Why Communications Skills Are So
Important ?
The purpose of communication is to get your message
across to others.

This is a process that involves both the sender of the
message and the receiver.

This process,if not properly conducted, leaves room
for error, with messages often misinterpreted by one
or more of the parties involved.

This causes unnecessary confusion and counter
productivity.

In fact, a message is successful only when both the
sender and the receiver perceive it in the same way.

Why Communications Skills Are So
Important ?
Communication barriers can pop-up at every
stage of the communication process (which
consists of sender, message, channel, receiver,
feedback and context ) and have the potential to
create misunderstanding and confusion.

Communications Skills
Communication is a dynamic process
through this process we convey a thought
or feeling to someone else.
how it is received depends on a set of
events, stimuli, that person is exposed to.
how you say what you say plays an
important role in communication.
Levels of communication
VERBAL
Intra verbal: intonation of word and sound
Extra verbal verbal: implication of words and
phrases, semantics
NON-VERBAL
Gestures
Postures
Movements
SYMBOLIC

Communication Styles
Passive
Hesitates, apologizes, gives in or says nothing.
Makes little eye contact, frowns.
Speaks in a shy or timid voice, or mumbles.

Aggressive
Interrupts, exaggerates, blames, makes demands;
uses sarcasm.
Makes glaring eye contact.
Yells, swears, calls names, clenches fist.
Ignores feelings of others.

Passive-Aggressive
Initially apologizes, then makes plan to get even.
Avoids eye contact.
Expresses anger through body language or actions (e.g. facial
expression or slamming a door) instead of through words.
Ignores the problem for the present but there may be an argument
later.

Assertive
Speaks clearly and firmly using statements.
Shows respect for self and for others.
Makes steady eye contact.
Uses an upright confident body posture and a pleasant, firm voice.
Communication Styles
Being Assertive Means...
You express your feelings and your rights
clearly.
You express your feelings and your rights
clearly.
You act in your own best interests but still
consider the needs and rights of others.
You develop trust and equality in your
relationships.
You ask for help when you need it.

Tips on Being Assertive

Make eye contact.

Use a pleasant firm voice.

Call the other person by name.

Use confident-looking posture.

Choose the best time and place - sometimes, it works best
to ask for a few minutes to speak to the other person in
private.



Barriers in Communication
Sender
Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
Sender
Disagreement between verbal and non-verbal
messages
Negative Self Image
Lack of Feedback
Lack of Motivation and Training
Language and Vocabulary Level
Lack of Self Awareness
Barriers in Communication
Barriers in Communication
Receiver
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
internal & external factors
External
Environment
The venue
The effect of noise
Temperature in the room
Other People Status, Education
Time

Barriers in Communication
Listening is Hard Work
Competition
The Rush for Action
Speed differences (120 wpm v/s 360 wpm)
Lack of Training

5 basic reasons we do not listen
By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective Listening is: Hearing,
interpreting when necessary,
understanding the message and relating to
it.
By Asking Questions

Improving Listening Skills
Resolving Conflict
Conflict is a part of the range of interactions
we have with other people.


Resolving conflict often leads to a stronger
relationship.


Two sides working together to solve a
problem often arrive at a better solution than
if each side worked alone.
Watch Out for Communication Blocks...
Arguing
Withdrawing
Blaming or accusing
Not listening
Changing the subject

Resolving Conflict
Try to Avoid...
Jumping to conclusions
Mind reading
Unrealistic expectations... such as perfection

Cool Down Time
Take 4 or 5 deep breaths.
Put the brakes on hostile thoughts... change your focus.
Buy yourself some time with "I need some time to think about
this".
Discharge the adrenaline with some exercise... go
for a walk.
Talk yourself down... listen to music... laugh.
Clear your mind for some creative solutions.
Resolving Conflict

Have you ever found yourself in a situation where you felt
pressured to do something you didn't want to do?

Lines are the pressure statements that people throw at you
when they want you to do something. In some situations - such
when you know there's a safety or health risk, or when it's
against the law - the best comeback is "No" and you don't even
have to explain.

Other times, good comebacks are useful in getting someone
who is pressuring you off your back. The more often you use
comebacks, the easier it gets.


Handling Pressure and Saying "NO!"

Handling Criticism From Another
Person !
Scenario 1
Back ground information:
Ramsy is a 2-year old boy. He was quite healthy until 10 days
ago when he presented to the A&E department with high-
grade fever and convulsions& purpuric rash.

A diagnosis of meningococcal disease was made and
confirmed by CSF examination and blood culture. Despite
energetic treatment, the condition of the child deteriorated.

He was transferred to PICU. He became comatosed and
required ventilatory support. You are the registrar in charge
of treatment. The mother of this boy is not happy and blames
you and the team for the complications that follow the
admission to the hospital.

She threatens that she will sue you and the hospital if her son
doesnt recover completely and requested the immediate
referral of her son to a better hospital.

Scenario 2
Back ground Information:
John was admitted yesterday with poorly controlled asthma.
Yesterday, he had an acute asthma attack with a cold. He has
received 2-hourly nebulised salbutamol overnight, and a first dose
of oral prednisolone.

He has not been admitted before, but has symptoms of cough and
wheeze most days, worsened by exercise and colds. He has
previously used a salbutamol metered dose inhaler directly into his
mouth as the only treatment for his asthma.

There are no pets at home, and neither parent smokes. He has a mild
Harrisons sulcus, and a Peak Flow rate is 170 l/m (predicted 250).
He is on the 10th centile for height. You wish to start john on
Beclomethasone dipropionate 200 micrograms twice daily in the
first instance, using a large volume spacer. His mother has asked to
see you to discuss this in more detail.