0:00
All righty.
00:01
This question says, a new patient dressed in dirty clothes and with poor personal hygiene comes to the physician's office without an appointment.
00:08
The patient's appearance indicates that this person may not be able to pay for the office visit.
00:13
How could the nonverbal communication displayed by the office staff make the patient feel that he or she will not be seen? what body language will indicate that the medical assistant cares? why is observation an important component of communication? so first let's talk about communication and simply put, it's the exchange of information.
00:33
So just like i'm talking to you, i am the sender.
00:36
I am speaking about this question and you are the receiver.
00:41
You're listening to this.
00:42
You're getting the information and you're making sense of it.
00:45
So aside from speaking, that's verbal communication.
00:49
There's another type of communication called nonverbal communication.
00:53
And this involves like hand gestures, body language.
00:57
Facial expressions, things of that nature.
01:01
So it's more so about what you see.
01:03
And so the first part of this question asks, you know, what nonverbal communications can make the patient feel like he or she won't be seen.
01:15
So when we think about the situation, you have a patient come in with poor hygiene.
01:19
So their clothes are dirty, right? they may have a smell.
01:26
They may, you know, look visibly like just tattered or worn clothing and things of that nature, that may, you know, give the impression that they can't afford the services.
01:41
So the body language by the office staff, maybe they make a face, right? maybe they scrunch their nose to mask the smell a little bit maybe they don't make direct eye contact maybe they are looking the patient up and down in a way that doesn't feel welcoming right so these things when you see them it conveys a message of oh maybe i don't believe long here or maybe i'm bothering the office staff in a certain way or maybe they think of me in a less than way that makes it seem like i can't, you know, be seen here.
02:35
So once again, these are some of the nonverbal cues that the office staff may have made, making the face, scrunching the nose, no eye contact, looking the patient up and down in a way that's not welcoming.
02:47
So those are some of the nonverbal cues that a patient may see and think, oh, maybe i'm not welcome here.
02:55
And so the next question is what body language will indicate that the medical assistant cares? and so to answer this question, you have to think, when i see someone do these things to me, i feel welcome, i feel valued, i feel like someone cares.
03:13
And so when i think that, i think of direct eye contact, right? if someone's looking me in my eyes, it makes it seem like they care about what i'm saying or they care about me as a person rather than the other factors of me, such as what i'm wearing or, you know, how i look on that day...