Critical Evaluation of the Communication Skills Used in the Interview Assessment Answer
Critical Evaluation of the Communication Skills Used in the Interview
Critical Evaluation of Communication Skills
The effective and compassionate ways of exchanging information in the healthcare setup are crucial. In the present competitive and demanding healthcare environment, appropriate communication has proved to be beneficial for quality and safe treatment. These communication skill sets may include a patient-centric approach, positive interviewing, and empathetic attitude with supported decision making. The objective of this essay is to explore the effective communication skills required for the interpersonal relationship between the patient/caretaker and the healthcare professionals in the healthcare environment. The aim of the essay is also to carry a critical evaluation of the communication skill of the interviewer in the given video interview and highlight the style used and area of concerns.
The requirement for the communication skills
Communication is the act of conveying information efficiently and effectively ((Iksan et al., 2012). The consumer interaction within the surrounding healthcare system has the intense potential to effects the quality and safety of the individual. It has two basic components 1.Identification of the need of the patient and 2. communicative behaviour by the health care team in light of the need of the patient leading to higher satisfaction. Quality communication ensures the calmness of the situation with the trust-building. (Fakhr et al., 2016)
Communication is a vital component of interviewing as it allows evident solution based working in various areas. These are prevention, assessment, diagnosis, health promotion, treatment and rehabilitation ((Kourkouta & Papathanasiou, 2014). Also, better implementation can be achieved through means of verbal communication. For effective communication, it becomes necessary to analyse the weakness and strength and focus on the areas where they need improvement.
Skills Presented by the Interviewer
In the video interview interaction various aspects of the effective communication skills came forward and explored. These include reflective style as well as open questioning. However there could be more intensive use of interactive communication by the interviewer. Despite the interviewer has acknowledged the person where she thanked her for providing information related to her family the lack of empathetic tone can be felt. Also although she is asking her open-ended questions the quantity of questions are lesser interrogative in nature. The open-ended investigation is that part of the communication where the interviewer asks the questions which freely allow the individuals to express their feeling (Diekemper et al., 1999). This encourages the patient to go beyond “yes” or “no” style of answering and response as per their thinking and intellect. For example, the interviewer asks Sabrina to tell something about her and her experiences in the healthcare setting. But on the other end interviewer is intervening her in between the sentences which seems to break the through process of Sabrina.
In the interview video we have seen the following details which point towards the positive aspect of successful communication: Listening Sabrina actively, Using the verbal communication and non-verbal communication to comfort the patient. Despite of these positive aspects few body language details were missing in the conversation like use of hand movements, positive smiling between the conversations, comforting her when she talks about her brother and avoid frowning expression etc. Example the interviewer could be more welcoming and supportive but not authoritative with her.. Lastly she has also not asked for clarifications where it was necessary which is effective part of communication.
Reflection Communication Technique
Also to get more information out of the conversation interviewer is using the reflective method where the interviewer is repeating what Sabrina said in her own words validating what has been said by Sabrina. This gives confidence within the individual and trust develops. This ensures the involvement of the interviewer in the whole communication encouraging Sabrina to explain things further. However if this could have done along with proper eye contact more reliability could have been established.
Absence of Sympathetic Tone of Voice
Interviewer should shows her empathetic behaviour towards Sabrina, so she feels relaxed emotional and open. This was the connection lacking in her previous experience also during her brother's surgery. Effective exchange of information led to better treatment follow up and compliance affecting the survival ((Street, Makoul, Arora & Epstein, 2009).
Supportive remarks and Initial introduction
Response with encouraging sounds allows the individual engaged in the conversation. These words could be “Yes.....Ahann.....Hmm.... etc. Presence of supportive remarks allow patient to participate in the conversation and is indicative of active listening ((Sibiya, 2018). This seems to be present in the conversation but in lesser extent also it can be observed that interviewer has not introduced herself or described what will be the session about. Sudden start of the question could cause a set back to the individual.
.Influence on Safety and Quality of the Treatment
Impact of the poor communication competencies within the healthcare professionals can prove detrimental to the safety of the patient and the quality of the treatment; hence it becomes a required skill (Riley, 2008). Effective communication in a healthcare setting is critical for the successful treatment process. Effective communication may have three components that are cultural competencies, health literacy and the capability to outcome the language barrier. (Ratna, 2019)
Proper communication between a healthcare professional and caregiver or patient is known to reduce the readmission chances. Communication can be combined with knowledge-based evidenced strategies for quality treatment of the patient. For example by educating the patient at the time of discharge with proper post-operative challenges and procedure increase the quality of treatment (Senot et al., 2016). Absence of this has been present in Sabrina case which has led to high dissatisfactions in her family
Effective communication should be bi-directional which means caregiver/ patient/ family/ friends and physician/surgeon/nurse can have an exchange of information. In the whole conversion process, one act as a sender and the other is a receiver.
In a clinical setting Patient/ caregiver should be communicated to ease out and convey concerns to the healthcare worker. Healthcare worker should be capable of adequately converting this information and further inquire to reduce the chances of re-occurrences, apprehensions and failure, the healthcare professional must communicate to gain confidence. (Ratna, 2019)
Many believe in the CARE model of communication (Westerik, 2009). It has four skill sets that marked the conversation engaging and expressive. These are Comfort, Acceptance, Responsiveness and Empathy. In recent year the healthcare sector has shifted from a closed restricted approach to more interpersonal and cross-disciplinary approach where communication skills tend to play a major role. This is the reason communication skill has been comprehensively focused upon. This ensures the safety, reliability, trust and compliance (Spiridonov, 2017).
Self Reflective Analysis
In the self-assessment of interpersonal and interviewing skills, I have found certain areas for improvements and few are the optimistic one. As a person, I am an open personality and believe in interviewing the individual through unprejudiced opinions. When a valid point is presented I believe in supporting it. When it comes to interacting in a therapeutic setting I prepare before an actual encounter. During the whole process, I only speak when only valuable information it needs to be shared; else I highly focus on active listening. Even in the point of argument or heated group discussions I never shout, point out or show aggressive wordings. Interpersonal skills are required to excel in the social perspective either personal or social. Area of weakness in my communication skill is body language. While having a communication with the patient as an interviewer I easily get affected by the transmitted information and this is reflected in my body language and signs. For example, if there is a need to share any information relating to the physical condition of the patient where the consequences are not much positive the anxiety is visible in my body language. When I talk to people, there is a clear exchange of thought and I feel empathetic to the difficult conditions of the individual. Also when I need to have a conversation with the people who are hard to handle or on tough situation I try to deal confidently but seldom feels intimidated that appears in my body language. I end up making anxious faces and swings around a little which gives a reflection of either under confidence or lack of knowledge.
Effective communication advocating professionalism allows better outcome. As an open personality, this helps me in the clinical setting as well. As better communication skills will have a higher perception of the competencies whereas, on the other hand, the negative communication exhibits higher chances of malpractices. As a healthcare professional, I also believe in providing gentle supportive care to the patient where no scope for authoritative showcasing is present. During a conversation, encouragement should be provided to the interviewee to questions, clarify and inquire.
Communication is an essential part of interacting with the consumers in the clinical setting to get the maximum benefit of the treatment (Symons et al., 2009). Communication skills help in facilitating the situation in a smoother way. This helps in achieving the goal and required care for the patient when it comes to quality and safety in a therapeutic setup. The ability of the healthcare professionals to listen, explain, and be empathetic impacts the relationship with the patient as well as colleagues. This effect the clinical quality, equity and performance. After assessing all the dynamic benefits of good communication skills it becomes evident to monitor self skills and work on the areas for improvement. Healthcare professionals should initiate to build skills and monitor these practices required for providing quality services.