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Communication for the Medical Office Assistant

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on 16 October 2013

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Transcript of Communication for the Medical Office Assistant

Communication for the Medical Office Assistant
The Communication Cycle
Communication Challenges
How to Communicate
The Communication Cycle
When one sends messages
to another, how the receiver
receives and processes the
information, then reacts or
responds to the sender.
Types of communication include
first impressions, verbal and
non-verbal communication.
Communication challenges arise in any situation. It's good to know what to look for and strategies to deal with them.
Referent:
What causes the urge to
communicate with another.
This can be an idea, object,
or any reason someone would
want to communicate.
Message:
What the sender wants
the receiver to interpret.
May be a non-verbal, verbal
communication, or symbolism.
Sender:
Receiver:
The person who delivers the
message. Responsible for the way the communication is said or gestured. In healthcare the sender is 100% responsible for how receiver understands the message. In a team the sender is 50% responsible.
The person who receives
the message. They are responsible for interpreting or decoding the message. In the team the receiver is also 50% responsible for the understanding of the message.
Channels:
The means of how
the message is sent.
Could be visual, hearing,
touch, ect.
Feedback:
The message the
receiver understands.
This also can be how
the receiver responds to
the message.
How to Communicate
Verbal Communication:
Is a spoken language.
This includes pitch, tone
vocabulary, volume, and
pauses.
The Medical Office Assistant
should keep these in mind when
communicating verbally.
speak clearly
pause
use a pleasant tone
enunciate
face the person communicating with
do not shout or mumble
Non-Verbal Communication
Is also known as Body Language.
This includes gestures, facial expressions,posture, eye contact, touch, personal space, and mannerisms.
The Medical Office Assistant should keep in mind
80% of what we say has to do with body language
Facial expressions have meanings
Also, when communicating they may be sending wrong messages without knowing so, and they need to watch how they are using their body language.

Active Listening
Is distributed into 90%
listening and 10% speaking.

The listening portion includes being engaged in the speakers words and body language. This includes nodding, eye contact, body gestures, and posture.
The speaking portion includes restating information after the speaker talks. This reflects how you understood the message.
Communication Challenges
Assertive Communication Style
The Medical Office Assistant should use this communication style when communicating with patients and co-workers. They know how to attend to the needs of others and their own. They are not afraid to speak their mind or ask for help in a professional way.
This communication style is clear and professional. This is the most useful and best way to communicate.
Passive:
Aggressive:
Passive-Aggressive:
Those who use this communication style are weak and submissive. They lack self-confidence. Also, they are mainly quiet and hard to retrieve responses and information from. When a Medical Office Assistant acts this way they can be taken advantage of and over-run.
Those who use this style present as a passive person but really have an aggressive motive. They use this to manipulate others , seek revenge, and speak poorly of others behind closed doors. This person is hard to communicate with because they hide their feelings. When a Medical Office Assistant acts this way they will become disliked and may lose friends and jobs.
Those who use this communication style are bossy , angry, insensitive and selfish. They normally voice their opinions regardless the situation. These people only care about their own needs. When a Medical Office Assistant acts this way they end up offending people.
Types of Communication Styles
&
Interpersonal Variations
These are the factors that influence how the receiver interprets the message. This could be a personal bias, belief, background, or education.
Environment
This is where the communication takes place. The environment the Medical Office Assistant sets up when communicating is key to the outcome because it can have a good outcome or bad outcome.
Giving Advice
The Medical Office Assistant should refrain from giving advice . They should suggest them to speak to their healthcare providers. They do not want to give the wrong advice in certain situations
Communication Challenges Cont.
Defense Mechanisms
These are coping strategies people use to protect themselves when they feel emotionally threatened.
Rationalization:
is making excuses for inappropriate behavior.
Compensation:
is when you fail in one area and compensate in another, causing one to think they are making up what they failed at.
Regression:
is when people go back to comforting habits during emotional or stressful situations. This could be a past addiction or habit. After the situation is over these should diminish, if not this could be a more serious issue.
Repression:
is when one believes something to be unacceptable and they eliminate it from their conscience. With counseling repression can be worked on and help with future relationships.
Displacement:
is when one takes out emotions on a person or object that is not the cause of the feelings. They do this instead of addressing the issues that are manifested.
Denial:
is not acknowledging something that needs to be. Also, is something that everyone else can see.
Projection:
is when a person is acting in a certain way, and then goes and accuses others as behaving and having the feelings and attitudes as they do.
How to Communicate cont.
Strategies for Communicating
Knowing strategies for communicating with others is important. This can reduce bad outcomes and keep both the sender and receiver on a common ground.
Focus on the Person
Acknowledge Others
Validate Others Feelings
Using I Language
Move Toward a Solution
Set Boundaries
Try to focus on the feelings of others. Don't try to take the things they say personally. Treat others the way you want to be treated. Empathizing will increase the chances they will react with compassion not anger.
Being a Medical Office Assistant can be very busy. Just remember that communicating with others is a part of the career. Keep in mind it is as simple as a smile or "Hello."
When others are upset try to understand their feelings. Do not yell or argue with them. Try to keep your voice calm and when responding keep responses toward deescalating the situation.
Using the word "I" can keep others from feeling threatened and not feel the need to defend themselves. This directs the feelings towards you and doesn't sound like you are blaming them.
It is most effective to learn to avoid getting stuck in a disagreement. Be sure to clarify problems without blame. Also, try to change the subject so the topic is not lingering.
Keep in mind you do not have to subject yourself to verbal or physical abuse. Use methods to set your physical and psychological space. Use your authorities to help you find a solution and report all threats.
Cultural Variables.
Body language and verbal communication take different meanings in different cultures.Its good to be familiarized with the different cultures in your area. This will help prevent problems in the future with others, because you will not insult or cross lines.
Conclusion
The Medical Office Assistant uses communication in everyday situations. This could be with co-workers, patients, family, and friends. Using and knowing the communication cycle, how to communicate, and the communication challenges will help them succeed in their career and everyday life.
First Impressions
This is a key point when trying to communicate with others. It is not only the first message you send the receiver but also the last. This stays with them even long after the communication is over. According to JohnYensel (2011) "First impressions are formed within the first 7-17 seconds of meeting someone."
The Medical Office Assistant should know how to make a good first impression:
Be on time
Be yourself
Be aware of your appearance
Be appropriate
Be courteous
Use eye contact
Use first names
With these few guidelines the Medical Office Assistant will strive at making first impressions.
Works Cited:
Eagle, S. & Brassington, C. & Dailey, C. & Goretti, C. (2009). The professional medical assistant. Philadelphia, PA: F.A. Davis Company.
Yensel, J. (2011, April 17. Statistics show how to make a lasting impression. Retrieved fromhttp://realestatemarbles.com/jonyenesel/2011/04/27/statistics-show-how-to-make-a-lasting-first-impression/
Importance of Right Communication [video file] Retrieved from http://www. youtube.com/watch?v=87HsUukEj4Y
Mehrabian's Communication Research
OLPC. (2013, October 6). Retrieved Ocotober 16, 2013 from the OLPC wiki: http://en.wikipedia.org/wiki/Albert_Mehrabian
OLPC. (N.D.). Retrieved from http://thoughts.forbes.com/thoughts/business-will-rogers-you-never-get
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