Virtual training class for communication skills of treatment staff with patients

The training class of communication skills of treatment staff with patients with 3 retraining points and administrative staff was held on 11/17/2020 from 14:00 to 17:00 through a webinar in Bina eye Hospital. In this class, Mr. Mohammad Razazan and Mrs. Maryam Parvaneh explained about communication skills with patients.

A summary of the contents is as follows:

The method of communication is generally done in two ways, verbal and non-verbal.

1- Verbal communication: In this type of communication, words are used orally or in writing and are used in situations that require dialogue and conversation.

2- Non-verbal communication: So far, several definitions of non-verbal communication have been presented: Expressing emotions during medical visits is related to non-verbal communication. Non-verbal communication 55%, tone and rhythm 38% and verbal communication only 7% play a role in conveying the message. Sometimes non-verbal messages are in conflict with verbal messages that are well identifiable.

Non-verbal communication methods include: body language, facial expressions, eye contact, posture, tone of voice and touch, such as physical proximity and environmental conditions are also important in establishing this type of communication.

A. Body language: includes how to sit, walk, stand, hand movements and body position. Body language is very important in effective listening and has many messages. Body language also reveals a lot of information about a person's self-concept. Depressed people, for example, who are curvy, show low self-esteem. Communication improves significantly when the listener is able to properly reflect their understanding of the sender's body language.

B. Facial expression: Facial expression is the most important expression of the body. Facial expressions express feelings and emotions. Nothing is more effective in communication than a smile or a happy face. But laughter, depending on its body, can convey the concepts of happiness or ridicule.

C. Appearance: Appearance is the basis for initial judgment about individuals. Wearing a special dress or uniform has a special meaning and can be recognized in many behavioral and attitudinal characteristics.

D. Eye contact: Eyes are involved in communication in different ways. Looking or not looking at the other person can indicate attention or lack of attention to him. Eye contact has different meanings in different cultures. Even the eyes themselves carry the message, for example, when the eye is angry, it tires like a star. They shrink in times of hatred and remain open in times of fear. And in some cultures, eye contact is even a sign of disrespect and rudeness.