tailieunhanh - Lecture Medical assisting: Administrative and clinical competencies (2/e) - Chapter 4

Chapter 4 - Communication with patients, families, and coworkers. After studying this chapter you will be able to understand: Identify elements of the communication circle, give examples of positive and negative communication, list ways to improve listening and interpersonal skills, explain the difference between assertiveness and aggressiveness,. | Chapter 4 PowerPoint® to accompany Ramutkowski Booth Pugh Thompson Whicker Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display. Medical Assisting Chapter 4 Second Edition Objectives 4-1 Identify elements of the communication circle. 4-2 Give examples of positive and negative communication. 4-3 List ways to improve listening and interpersonal skills. 4-4 Explain the difference between assertiveness and aggressiveness. 4-5 Give examples of effective communication strategies with patients in special circumstances. Communication with Patients, Families, and Coworkers Objectives (cont.) 4-6 Discuss ways to establish positive communication with coworkers and superiors. 4-7 Explain how stress relates to communication and identify strategies to reduce stress. 4-8 Describe how the office policy and procedures manual are used as a communication tool in the medical office. Communication with Patients, Families, and Coworkers . | Chapter 4 PowerPoint® to accompany Ramutkowski Booth Pugh Thompson Whicker Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display. Medical Assisting Chapter 4 Second Edition Objectives 4-1 Identify elements of the communication circle. 4-2 Give examples of positive and negative communication. 4-3 List ways to improve listening and interpersonal skills. 4-4 Explain the difference between assertiveness and aggressiveness. 4-5 Give examples of effective communication strategies with patients in special circumstances. Communication with Patients, Families, and Coworkers Objectives (cont.) 4-6 Discuss ways to establish positive communication with coworkers and superiors. 4-7 Explain how stress relates to communication and identify strategies to reduce stress. 4-8 Describe how the office policy and procedures manual are used as a communication tool in the medical office. Communication with Patients, Families, and Coworkers Introduction You are the key communicator between the physician and patient. Your interaction sets the tone for the office visit. Developing strong communication skills are just as important as mastering administrative and clinical skills Communication will influence how comfortable the patient feels in your practice. Examples of Customer Service Telephone techniques Writing or responding to telephone messages Explaining procedures to patients Assisting with billing issues Creating a warm and reassuring environment The Communication Circle The communication cycle involves an exchange of messages through verbal and nonverbal means. MESSAGE FEEDBACK NOISE Source Receiver Maslow’s Hierarchy Self-Actualization Esteem Needs Love Needs Safety Needs Physiological Needs Deficiency Needs Positive Communication Communication promotes patient’s comfort and well-being Set the stage for positive communication Encourage patients to ask questions Speak slowly and clearly Negative .

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• Medical assisting
• Lecture Medical assisting
• Clinical competencies
• Administrative competencies
• Communication with patients
• Communication circle
• Clinical procedures
• Administrative medical assisting
• Clinical medical assisting
• Medical assisting profession
• Medical assistant credentials
• Administrative practices
• Clinical practices
• Medical assisting practice
• Responsibilities of the medical assistant
• Medical assisting organizations
• Medical assisting externships
• Externship scenarios
• Assisting in geriatrics
• Geriatric patients
• Medical office
• Accounting for the medical office
• Assisting in pediatrics
• Pediatric patient care
• Medical coding
• Diagnosis codes
• Minor surgery
• Medical asepsis
• Medical specialties
• Nursing careers
• Medical law
• Physician rights
• Externship process
• Expectations of externship candidates
• Insurance terminology
• Managed care plans
• Standard payment procedures
• Accepting payment
• Body organization
• Anatomical terminology
• Integumentary system
• Structure of skin
• Skeletal system
• Bone structure
• Skeletal muscles
• Muscular system
• Cardiovascular system
• Structures of the heart
• respiratory system
• Paranasal sinuses
• Nervous system
• Neuron structure
• Urinary system
• Renal sinus
• Reproductive system
• Male reproductive system
• Female reproductive system