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Program Information

Effective Communication Skills with Staff and Patients

Norman Anderson

N Anderson1*, (1) Robert Boissoneault Oncology Institute, Ocala, FL

TU-B-Salon EF-2 Tuesday 10:00:00 AM - 12:00:00 PM Room: Salon EF

As a physician for over 32 years, I have grown both in knowledge of medicine and understanding of human nature. The training of a physician can create a gamut from compassionate healers to self proclaimed god-like figures whose "fame" is elucidated for your benefit at the drop of a hat. The latter group of medical doctors have unlimited ability. If in doubt, ask them, and they will provide you detailed justification for their arrogance.

The Mental Framework of a Physician

- Control vs. Communication
- Dictate vs. Discuss
- Ego vs. Equal
- Superiority vs. Sensitivity
- Tyrant vs. Team
- Fiefdom vs. Fraternity
- Part vs. Patient
- Number vs. Name

On the other side of the coin is the patient. In most cases, individuals feel in control when their environment allows the use of familiar skills. Due to a medical situation, control is now lost. One becomes overwhelmed with the totality of their illness or that of a close friend/relative. The "unknown" that the future holds, causes one to focus on every word, comment, statement that is uttered by a professional....or non-professional. After all, cancer is the big unknown, and we use an invisible unknown to cure. Such a combination does not comfort one's soul. Remember, even a physician becomes totally dependent on those providing care. All face the same feeling of hopelessness, as the initials behind a name fail to calm emotion.

The Mental Framework of a Patient

- Secure vs. Scared
- Calm vs. Confused
- Knowledge vs. None
- Reaching for Hope vs. Reaching for Hope
- Waiting for the Touch of Compassion
- Listening for the Voice of Comfort
- Searching for the Answers

Between are a myriad of staff whose experience with such diverse personalities varies dramatically. Some have the ability to quell the fire of anxiety. Others seem to incite, as gasoline is thrown on the flames.

And there you are. You are a medically trained professional attempting to bridge the gap, demonstrating your ability to a physician who may view you as equal colleague or custodian: or the patient who misspells your professional title, much less understands the vital knowledge you provide for their health.

In reality, the goal of medical treatment is not accomplished by one individual. And verbal communication, as you will see, is only one of the tools.

This presentation will facilitate your efforts to reach that goal. Over time, the physicians will appreciate your participation in the healing process, as the team provides the patient an answer to the mystery of medicine.

I guarantee the satisfaction you experience will rival your professional achievements. I know this to be the case, because I know how the arrogant doctor's brain works. You see...I once was one.

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