Effectively Communicating Chiropractic and the VSC During Patient Encounters B. J. Harman, M.S., D.C., F.I.C.A.(Hon)
Your Life’s Work • “Find something that you love to do and you will never have to work a day in your life.”
Background • B.S., Lehman College, History, NY, 1974 • D.C., Life Chiropractic College, 1980 • M.S., Georgia State University, 1998 – Human Resource Development/Educational Psychology • Associate Director, Pasterski Clinic, 1980-1991 • Assistant Professor, Life University, 1991-2000 – Administrator • Director of Post-Graduate Education • Department Head, Chiropractic Technique – Taught • Spinal Anatomy • Toggle Technique • Pediatric technique • Philosophy • Muscle Testing • Clinic Faculty • Co-Founder and C.F.O., Now You Know Inc., August 1998-December 2013 • Assistant Professor, Life University teaching 7 different classes, 2013-present. • CHPM 1501, 1502, 1503, 2606 • ANAT 1507 labs, ANAT 1607 • CLIN 3601
My Motivation
My Mission • Educate • Enlighten • Entertain • Enhance • Engage • Enrich.
Joseph Priestley (1733-1804) Scholar and teacher, credited with the discovery of oxygen in its gaseous state. “The more elaborate our means of communication, the less we communicate” .
Changes in the Way We Communicate • Messengers in the Old Greek and Roman Times. Ex of Pheidippides • Carrier Pigeons • Pony Express • Telegraph • Railroads • Long Distance via Telephone • Air Travel • Cables and Telexes • Fax machines • The Internet technology explosion of PC’s, IM’s, Cell Phones, Ipads, Emails, Websites, Social Media, Good or Bad? • What’s Next?????????? ?
Update for the New Millennium That’s not what Daddy told me! • Daddy, how was I born? A little boy goes to his father and asks 'Daddy, how was I born?' The father answers, 'Well, son, I guess one day you will need to find out anyway! Your Mom and I first got together in a chat room on Yahoo. Then I set up a date via e-mail with your Mom and we met at a cyber-cafe. We sneaked into a secluded room, and googled each other. There your mother agreed to a download from my hard drive. As soon as I was ready to upload, we discovered that neither one of us had used a firewall, and since it was too late to hit the delete button, nine months later a little Pop-Up appeared that said: • You’ve got male!!!!!
Try Talking to One Another!
Why is Communication Important in Chiropractic? • Educate, naturally! • Get the message out • Define the conversation, otherwise someone else will • Set a tone for the doctor-patient relationship.
Definitions of Effective Communication • The exchange of thoughts, messages, or the like as by speech, signals, or writing • To express oneself in such a way that one is readily and clearly understood • The sharing of information between two or more individuals or groups to reach a common understanding.
Goals of Communication • Understanding of what we do as Chiropractors • What is the PRIMARY focus of a Chiropractor? • Definition of Chiropractic • What is not Chiropractic • The uniqueness of Chiropractic as the square peg in the round hole • We want to anchor existing members of our club to what we do • Build relationships.
Do you have patients like this?
Goals of Communication • Inspiring others to join us. • http://www.ted.com/talks/lang/en/derek_sivers_how_to_start_a_ movement.html • AHA Moment! – Watkins Video • Education of patients is a continual and ongoing process from the moment they walk into the office until the moment they leave • Difference between a job and a profession • Job=what you do • Profession= who you are • Chiropractic is not just a business but for many an entire paradigm for living your life • Is it your intention to make money or change lives?
Chiropractic History • DD was way ahead of his time! • DD Palmer, actually thought he had a cure for deafness! • Concept of tone, the body was like an orchestra, but with one instrument out of key it disrupts the whole orchestra and its sound • “Chiropractic is a thing of beauty, for it demonstrates the strength of a simple principle.” D.D. Palmer, 1910 .
Components of Communication • Three Types • Verbal • Paraverbal • Nonverbal • The three types of communication are used to: • Send clear, concise messages • Receive and Correctly Understand Messages Sent To Us.
Verbal Communication • Verbal component of communication refers to the content of our message, the choice and arrangement of our words • KISS Principle often more effective • Approximately 10-20% of communication is considered to be verbal depending on your source. • Importance of terminology, often more important to us than the patient • Adjustment- a rearrangement of physical parts made in response to changing conditions; manipulation of the spine, said to restore normal nerve function and cure disease!(From Dorlands MEDICAL dictionary) • Manipulation- the forceful passive movement of a joint beyond its active limit of motion! • Question: How many definitions of Chiropractic are there?
Definitions of Subluxation • That condition of a vertebrae that has lost its normal juxtaposition with the one above or the one below to an extent less than a luxation that impinges nerves and interferes with the transmission of mental impulses.(Classic) • “A subluxation is a complex of functional and/or structural and/or pathological articular changes that compromise neural integrity, and may influence organ system function and general health .”(ACA and ACC) • The chiropractic adjustment shall be defined as a specific directional thrust that sets a vertebra into motion with the intent to improve or correct vertebral malposition or to improve it juxtaposition segmentally in relationship to its articular mates thus reducing or correcting the neuroforaminal/neural canal encroachment factors inherent in the chiropractic vertebral subluxation complex.(ICA).
Tips from a Communication Pro • Roger Jabaly, communication strategist suggests: – Listen: sway people with your ability to listen actively, you can show knowledge often by saying nothing – Research: Don’t count on what you know and past experiences. Constantly look to increase and enhance your knowledge base – Share: Keeping things to yourself will get you nowhere, the rising tide raises all boats • Famous BJ Palmer quote, “The candle loses nothing when lighting another candle. It is always better to light one candle than to curse the darkness.” – Learn: Keep yourself engaged in a learning environment, you can never know too much – Simplify: Gear your talks as if you are addressing 6 th graders, if they get “it”, everyone will – Engage your audience by reaching out to them and let them see who you are(he actually said get exposed but… ☺ ) – Enjoy: Have fun as no one likes a boring communicator.
Verbal Professionalism or not? • Overuse of the word, “Like” from Sunday GMA • http://www.youtube.com/watch?v=f72HSptSMYE • Overuse of. “UMM” and “You Know” • Caroline Kennedy, count the UMMS and YK’s • http://www.youtube.com/watch?v=W85XJADEHxU • Columbia law grad, 7 books, daughter of a president • How many did you count? • 17 UMMs and 29 YK’s • How does it sound to you now that you have listened and are aware?
Support Groups
Paraverbal Communication • How we choose to say what we say • Approximately 30% of communication is considered to be Paraverbal • Volume • Tone • Tenor • Regional or foreign accent • Demeanor • Pacing and speed: FEDEX Commercial • http://www.youtube.com/watch?v=NeK5ZjtpO-M.
Paraverbal Messaging • What you say can convey an entirely different meaning depending on the words as well as the tone of your voice. Example: – I didn’t SAY you were stupid – I didn’t say YOU were stupid – I didn’t say you were STUPID – https://www.youtube.com/watch?v=3r6udb4LNc w
Paraverbal Tips • Meet the patient on their level • Be sympathetic, empathetic, understanding, and compassionate • Kneel down to children and remove anything physically intimidating to them • Be reassuring, concept of vocal anesthesia • Be confident in all your communicating but not to the point of arrogance.
Paraverbal Hints and Tips to Remember • When you are angry or excited, your speech will become more rapid and higher pitched • When you are bored or feeling down, your speech will slow down and become more monotone • When you are defensive your speech may become more abrupt • Strive for consistent messaging and communicating to be effective • Inconsistency can create a lack of trust and damage the relationship building process • A successful Chiropractic practice is about building relationships • Your patients will then become your greatest advocates and promoters and source of referrals.
Speaking Properly • Julian Treasure: How to speak so that people want to listen: • http://www.ted.com/talks/julian_treasure_ho w_to_speak_so_that_people_want_to_listen? utm_source=newsletter_daily&utm_campaign =daily&utm_medium=email&utm_content=bu tton__2014-12-23#t-36655
Non-Verbal Communication • Accounts for 50-55% of what is perceived and understood by others
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