Patient-centered communication: the seven keys to connecting with patients
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York ; Stuttgart ; Delhi ; Rio de Janeiro
Thieme
[2020]
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| Schlagworte: | |
| Online-Zugang: | Inhaltstext Inhaltsverzeichnis Klappentext |
| Beschreibung: | xxi, 86 Seiten Illustrationen 15.2 cm x 22.9 cm Zugang zu MedOne Videos über Code |
| ISBN: | 9781684201839 1684201837 |
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Datensatz im Suchindex
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| adam_text | Contents Videos.......................................................................................................... xi Foreword.................................................................................................... xiii Acknowledgment....................................................................................... xv The Seven Keys to Compassionate Communication in Health Care......... xix 1 Being Mindful of Personal State................................................................ 1 1.1 Taylor’s Story.............................................................................................. 3 1.2 About State................................................................................................ 4 1.3 Elements Influencing State....................................................................... 5 1.3.1 1.3.2 1.3.3 1.3.4 The Mind’s Eye............................................................................................ Beliefs......................................................................................................... Other People’s Emotions........................................................................... The Body..................................................................................................... 5 6 6 7 Summary.................................................................................................... 11 References.................................................................................................. 11 2 Attending to the Patient’s
State................................................................ 13 2.1 Jenny’s Story.............................................................................................. 15 2.2 About the Patient’s State........................................................................... 16 2.3 Moderating a Patient’s State...................................................................... 17 2.3.1 2.3.2 2.3.3 2.3.4 2.3.5 Address the Patient with the Intention to Bond....................................... Maintain a Calm State................................................................................. Ask Questions to Lower State of Arousal................................................... Pay Attention to Vocal Tone and Speech Delivery.................................... Feed Information Back to Patient.............................................................. 17 17 18 18 18 2.4 Patients’Emotional States........................................................................... 19 The Sorrowful State..................................................................................... The Angry State.......................................................................................... The Fearful State......................................................................................... The Defensive State..................................................................................... 19 2° 21 22 2.4.1 2.4.2 2.4.3 2.4.4 vii
Contents Summary...................................................................................................... 23 References.................................................................................................... 23 Considering the Patient’s Perspective......................................................... 25 3.1 Madeline’s Story.......................................................................................... 27 3.2 Perspective-Taking...................................................................................... 28 3.3 Cultural Competence.................................................................................. 28 3.4 Health Literacy........................................................................................... 29 3.5 Eliciting the Patient’s Perspective............................................................. 30 3.6 Power and Perspective-Taking................................................................... 31 3.7 Judgment Occludes Perspective................................................................. 32 3.8 Attunement and Perspective-Taking......................................................... 32 3.9 Empathy and Perspective-Taking............................................................... 32 3.9.1 3.9.2 Eye Contact and Empathy.......................................................................... Empathy and Facial Mimicry...................................................................... 33 33
Summary.................................................................................................... 33 References.................................................................. ............................... 33 4 Addressing the Patient with the Intention to Bond.................................. 35 4.1 Eunice’s Story............................................................................................ 37 4.2 About First Impressions............................................................................. 38 4.3 Creating a Positive First Impression.......................................................... 38 4.3.1 Clarify Your Intention toward Your Patients.............................................. 38 4.4 Be Aware of Cultural Differences.............................................................. 39 4.5 Learn to Read the Room............................................................................. 40 4.6 Have a Pleasant Facial Expression.............................................................. 40 4.7 Make and Maintain Appropriate Eye Contact........................................... 41 3 viii
Contents 4.8 Shake Your Patient’s Hand.......................................................................... 41 4.9 introduce Yourself....................................................................................... 42 4.10 Ask Patients How They Would Like to Be Addressed................................ 42 4.11 Become Acquainted with the Patient’s Story............................................ 42 Summary..................................................................................................... 43 References................................................................................................... 43 5 Employing Positive Body Language........................................................... 45 5.1 Jerry’s Story................................................................................................. 47 5.2 About Nonverbal Communication............................................................. 48 5.3 Our Nonverbal Language............................................................................ 49 5.3.1 5.3.2 5.3.3 5.3.4 5.3.5 5.3.6 5.3.7 The Mind-Body Connection...................................................................... Postures and Gestures................................................................................ Facial Expression......................................................................................... Eye Contact...................................................................................................
Proximity..................................................................................................... Touch............................................................................................................ When Body Language and Words Are Out of Sync.................................... 49 50 53 54 55 55 57 5.4 Nonverbal Behaviors to Avoid.................................................................... 57 5.5 The Patients’ Nonverbal Communication................................................... 58 Summary.................................................................................................... 59 References................................................................................................... 60 6 Listening with the Heart and the Mind..................................................... 61 6.1 Connie s Story............................................................................................. 63 6.2 About Compassionate Listening................................................................ 64 6.3 Nonverbal Behaviors of Active Listening................................................... 64 6.3.1 6.3.2 6.3.3 6.3.4 6.3.5 Examine Your Intention.............................................................................. Engage in Mindfulness................................................................................ Use Appropriate Eye Contact...................................................................... Adopt Open-Bodied Postures.................................................................... Attend to the
Patient’s Body Language and Vocal Tone............................ 64 64 65 65 65 ix
Contents x 6.3.6 6.3.7 6.3.8 6.3.9 Employ Acknowledging Behaviors................................................................ Give the Patient Time and Space to Process and Respond........................ Avoid Passing Judgment................................................................................. Share the Conversational Floor...................................................................... 65 66 66 67 6.4 Verbal Behaviors of Active Listening............................................................ 68 6.4.1 6.4.2 6.4.3 6.4.4 6.4.5 6.4.6 Strategies for Verba! Engagement................................................................ Reflective Listening Strategies...................................................................... Acknowledging Statements........................................................................... Emotion Labeling........................................................................................... Open-Ended and Clarifying Questions........................................................ Minimal Encouragers..................................................................................... 68 68 69 69 70 70 Summary......................................................................................................... 70 References....................................................................................................... 70 7 Using Vocal Tone that Reflects Empathy...................................................... 73 7.1 Natalie’s
Story................................................................................................. 75 7.2 About the Voice............................................................................................. 76 7.3 The Noniinguistic Signals of Voice............................................................... 76 7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6 7.3.7 Relationship between Vocal Tone and Emotion.......................................... Vocal Perception............................................................................................. Using the Voice Mindfully............................................................................. Intention and Vocal Tone............................................................................... Monitoring Speech Rate................................................................................. Mirroring Vocal Style and Tone.................................................................... Using Pauses for Emphasis........................................................................... 77 78 78 78 79 79 80 Summary......................................................................................................... 80 References....................................................................................................... 80 Conclusion...................................................................................................................... 81 Index................................................................................................................................ 85
Patient-Centered Communication: The Seven Keys to Connecting with Patients by Natacha J. Moreno supports and enhances caring communication and empathetic dialogue between providers and patients, an extremely important topic that exemplifies excellence in medical practice. The book focuses on seven essential components which form the foundation of compassionate communication. These are mindfulness, intention to bond, positive body language, empathetic vocal tone, attending to the patient’s state and perspective, and listening with the heart and mind. The chapters provide instruction on effective verbal and nonverbal skills that support each vital key to connection. Key Highlights • Opening vignettes provide an example of each chapter s topic in practice • Imagine This and Take Action boxes stimulate thinking, motivate action, and provide an opportunity to apply knowledge and communication skills • Videos demonstrate how to nonverbally reflect engagement, openness, kindness, and compassion, and also provide positive and negative examples of tone and vocal style This highly compelling and inspirational book is an essential read for all healthcare professionals and caregivers, and serves as a vital teaching guide. Natacha J. Moreno, MS, CCC-SLP, is a Speech-Language Pathologist engaged in private practice at Moreno SLP, Largo, Florida, USA. An award-winning international medical and scientific publisher, Thieme has demonstrated its commitment to the highest standard of quality in the state-of-the-art content and presentation of all its products. Founded in 1886, the Thieme name
has become synonymous with high quality and excellence in online and print publishing.
|
| adam_txt |
Contents Videos. xi Foreword. xiii Acknowledgment. xv The Seven Keys to Compassionate Communication in Health Care. xix 1 Being Mindful of Personal State. 1 1.1 Taylor’s Story. 3 1.2 About State. 4 1.3 Elements Influencing State. 5 1.3.1 1.3.2 1.3.3 1.3.4 The Mind’s Eye. Beliefs. Other People’s Emotions. The Body. 5 6 6 7 Summary. 11 References. 11 2 Attending to the Patient’s
State. 13 2.1 Jenny’s Story. 15 2.2 About the Patient’s State. 16 2.3 Moderating a Patient’s State. 17 2.3.1 2.3.2 2.3.3 2.3.4 2.3.5 Address the Patient with the Intention to Bond. Maintain a Calm State. Ask Questions to Lower State of Arousal. Pay Attention to Vocal Tone and Speech Delivery. Feed Information Back to Patient. 17 17 18 18 18 2.4 Patients’Emotional States. 19 The Sorrowful State. The Angry State. The Fearful State. The Defensive State. 19 2° 21 22 2.4.1 2.4.2 2.4.3 2.4.4 vii
Contents Summary. 23 References. 23 Considering the Patient’s Perspective. 25 3.1 Madeline’s Story. 27 3.2 Perspective-Taking. 28 3.3 Cultural Competence. 28 3.4 Health Literacy. 29 3.5 Eliciting the Patient’s Perspective. 30 3.6 Power and Perspective-Taking. 31 3.7 Judgment Occludes Perspective. 32 3.8 Attunement and Perspective-Taking. 32 3.9 Empathy and Perspective-Taking. 32 3.9.1 3.9.2 Eye Contact and Empathy. Empathy and Facial Mimicry. 33 33
Summary. 33 References.'. 33 4 Addressing the Patient with the Intention to Bond. 35 4.1 Eunice’s Story. 37 4.2 About First Impressions. 38 4.3 Creating a Positive First Impression. 38 4.3.1 Clarify Your Intention toward Your Patients. 38 4.4 Be Aware of Cultural Differences. 39 4.5 Learn to Read the Room. 40 4.6 Have a Pleasant Facial Expression. 40 4.7 Make and Maintain Appropriate Eye Contact. 41 3 viii
Contents 4.8 Shake Your Patient’s Hand. 41 4.9 introduce Yourself. 42 4.10 Ask Patients How They Would Like to Be Addressed. 42 4.11 Become Acquainted with the Patient’s Story. 42 Summary. 43 References. 43 5 Employing Positive Body Language. 45 5.1 Jerry’s Story. 47 5.2 About Nonverbal Communication. 48 5.3 Our Nonverbal Language. 49 5.3.1 5.3.2 5.3.3 5.3.4 5.3.5 5.3.6 5.3.7 The Mind-Body Connection. Postures and Gestures. Facial Expression. Eye Contact.
Proximity. Touch. When Body Language and Words Are Out of Sync. 49 50 53 54 55 55 57 5.4 Nonverbal Behaviors to Avoid. 57 5.5 The Patients’ Nonverbal Communication. 58 Summary. 59 References. 60 6 Listening with the Heart and the Mind. 61 6.1 Connie's Story. 63 6.2 About Compassionate Listening. 64 6.3 Nonverbal Behaviors of Active Listening. 64 6.3.1 6.3.2 6.3.3 6.3.4 6.3.5 Examine Your Intention. Engage in Mindfulness. Use Appropriate Eye Contact. Adopt Open-Bodied Postures. Attend to the
Patient’s Body Language and Vocal Tone. 64 64 65 65 65 ix
Contents x 6.3.6 6.3.7 6.3.8 6.3.9 Employ Acknowledging Behaviors. Give the Patient Time and Space to Process and Respond. Avoid Passing Judgment. Share the Conversational Floor. 65 66 66 67 6.4 Verbal Behaviors of Active Listening. 68 6.4.1 6.4.2 6.4.3 6.4.4 6.4.5 6.4.6 Strategies for Verba! Engagement. Reflective Listening Strategies. Acknowledging Statements. Emotion Labeling. Open-Ended and Clarifying Questions. Minimal Encouragers. 68 68 69 69 70 70 Summary. 70 References. 70 7 Using Vocal Tone that Reflects Empathy. 73 7.1 Natalie’s
Story. 75 7.2 About the Voice. 76 7.3 The Noniinguistic Signals of Voice. 76 7.3.1 7.3.2 7.3.3 7.3.4 7.3.5 7.3.6 7.3.7 Relationship between Vocal Tone and Emotion. Vocal Perception. Using the Voice Mindfully. Intention and Vocal Tone. Monitoring Speech Rate. Mirroring Vocal Style and Tone. Using Pauses for Emphasis. 77 78 78 78 79 79 80 Summary. 80 References. 80 Conclusion. 81 Index. 85
Patient-Centered Communication: The Seven Keys to Connecting with Patients by Natacha J. Moreno supports and enhances caring communication and empathetic dialogue between providers and patients, an extremely important topic that exemplifies excellence in medical practice. The book focuses on seven essential components which form the foundation of compassionate communication. These are mindfulness, intention to bond, positive body language, empathetic vocal tone, attending to the patient’s state and perspective, and listening with the heart and mind. The chapters provide instruction on effective verbal and nonverbal skills that support each vital key to connection. Key Highlights • Opening vignettes provide an example of each chapter's topic in practice • Imagine This and Take Action boxes stimulate thinking, motivate action, and provide an opportunity to apply knowledge and communication skills • Videos demonstrate how to nonverbally reflect engagement, openness, kindness, and compassion, and also provide positive and negative examples of tone and vocal style This highly compelling and inspirational book is an essential read for all healthcare professionals and caregivers, and serves as a vital teaching guide. Natacha J. Moreno, MS, CCC-SLP, is a Speech-Language Pathologist engaged in private practice at Moreno SLP, Largo, Florida, USA. An award-winning international medical and scientific publisher, Thieme has demonstrated its commitment to the highest standard of quality in the state-of-the-art content and presentation of all its products. Founded in 1886, the Thieme name
has become synonymous with high quality and excellence in online and print publishing. |
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| illustrated | Illustrated |
| index_date | 2024-07-03T14:47:09Z |
| indexdate | 2024-07-10T08:53:23Z |
| institution | BVB |
| institution_GND | (DE-588)1065861079 |
| isbn | 9781684201839 1684201837 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-032181482 |
| oclc_num | 1137273990 |
| open_access_boolean | |
| owner | DE-578 DE-355 DE-BY-UBR DE-1050 |
| owner_facet | DE-578 DE-355 DE-BY-UBR DE-1050 |
| physical | xxi, 86 Seiten Illustrationen 15.2 cm x 22.9 cm Zugang zu MedOne Videos über Code |
| publishDate | 2020 |
| publishDateSearch | 2020 |
| publishDateSort | 2020 |
| publisher | Thieme |
| record_format | marc |
| spelling | Moreno, Natacha J. Verfasser (DE-588)1212246470 aut Patient-centered communication the seven keys to connecting with patients Natacha J. Moreno, speech-language pathologist, MS, CCC-SLP, private practice, Moreno SLP, Largo, Florida New York ; Stuttgart ; Delhi ; Rio de Janeiro Thieme [2020] © 2020 xxi, 86 Seiten Illustrationen 15.2 cm x 22.9 cm Zugang zu MedOne Videos über Code txt rdacontent n rdamedia nc rdacarrier Arzt (DE-588)4003157-3 gnd rswk-swf Kommunikation (DE-588)4031883-7 gnd rswk-swf Patient (DE-588)4044903-8 gnd rswk-swf patient-centered communication therapeutic communication patient-provider interaction communication strategies compassionate communication communicating with empathy nonverbal communication communication in healthcare 807 (DE-588)4151278-9 Einführung gnd-content Arzt (DE-588)4003157-3 s Patient (DE-588)4044903-8 s Kommunikation (DE-588)4031883-7 s DE-604 Thieme Medical Publishers, Inc. (im Thieme Verlag KG) (DE-588)1065861079 pbl Erscheint auch als Online-Ausgabe 978-1-68420-184-6 X:MVB text/html http://deposit.dnb.de/cgi-bin/dokserv?id=e76b93a060994855bab2ab7cc43b8eb5&prov=M&dok_var=1&dok_ext=htm Inhaltstext Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032181482&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis Digitalisierung UB Regensburg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=032181482&sequence=000003&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA Klappentext |
| spellingShingle | Moreno, Natacha J. Patient-centered communication the seven keys to connecting with patients Arzt (DE-588)4003157-3 gnd Kommunikation (DE-588)4031883-7 gnd Patient (DE-588)4044903-8 gnd |
| subject_GND | (DE-588)4003157-3 (DE-588)4031883-7 (DE-588)4044903-8 (DE-588)4151278-9 |
| title | Patient-centered communication the seven keys to connecting with patients |
| title_auth | Patient-centered communication the seven keys to connecting with patients |
| title_exact_search | Patient-centered communication the seven keys to connecting with patients |
| title_exact_search_txtP | Patient-centered communication the seven keys to connecting with patients |
| title_full | Patient-centered communication the seven keys to connecting with patients Natacha J. Moreno, speech-language pathologist, MS, CCC-SLP, private practice, Moreno SLP, Largo, Florida |
| title_fullStr | Patient-centered communication the seven keys to connecting with patients Natacha J. Moreno, speech-language pathologist, MS, CCC-SLP, private practice, Moreno SLP, Largo, Florida |
| title_full_unstemmed | Patient-centered communication the seven keys to connecting with patients Natacha J. Moreno, speech-language pathologist, MS, CCC-SLP, private practice, Moreno SLP, Largo, Florida |
| title_short | Patient-centered communication |
| title_sort | patient centered communication the seven keys to connecting with patients |
| title_sub | the seven keys to connecting with patients |
| topic | Arzt (DE-588)4003157-3 gnd Kommunikation (DE-588)4031883-7 gnd Patient (DE-588)4044903-8 gnd |
| topic_facet | Arzt Kommunikation Patient Einführung |
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