Assertive communication allows a message to be transmitted clearly and empathetically, fostering a positive climate, without the spirit of conflict. Which is really very useful when it comes to interacting with patients and users of the health consultation. Above all, because in this way, we promote respect, both for others and for oneself.
This communication technique is very useful in the commercial and customer service areas. Since, it allows to inform about diagnostic tests, appointments and procedures, in an efficient way. However, this model must be applied in all aspects of life; since, in this way, opinions and ideas can be expressed, avoiding in any measure disqualification and reproaches.
Positive attitude with assertive communication
It is clear that patients are the reason for the medical or dental consultation. Therefore, tools must be sought to approach them. Thus, assertive communication allows us in a very professional way to see the needs of others, following institutional principles and values. Likewise, listening is encouraged, making users genuinely feel that their case has priority, because joint solutions are established.
In fact, from the first contact with the patient, either in person or through a telephone line or chat; elements exist; like tone of voice and body language; that influence the correct transmission of the message. Above all, because especially in non-verbal communication; gestures, personal presentation, posture and eye contact; the context depends on the interpretation of the interlocutor.
Thus, with the first contact you can indicate the state of mind, credibility, interest and commitment of the person who pays the attention. Therefore, establishing assertive communication with patients, users, suppliers and contractors is essential to achieve success in the health consultation. Hence, these techniques are put into practice to improve interpersonal relationships and ensure the effectiveness of the message we want to convey.
What should we consider?
We know that, as human beings, we live in conflict situations that limit us. Therefore, assertive communication works on the management of emotions, to put the best face in a legitimate way. This is how we reinforce self-esteem and develop social skills; with a verbal, non-verbal and paraverbal behavior; very useful in the personal and work environment.
This is why we must apply simple rules, such as looking at the interlocutor; without staring; showing interest and keeping an open posture; without crossing your arms. In this way, confidence is increased. Likewise, gestures must be controlled and the voice modulated, being impartial before opinions; since this reinforces the message that you want to convey.
Similarly, the person who has direct contact with the patient must have clear information about their process; or at least you must know how to handle the tools to make inquiries. In other words, you must have your medical history and diagnostic tests at hand; or find a way to direct the user to the area in charge.
Likewise, firm but kind gestures, regulate the voice and give answers that include solutions; provides a comprehensive service; that provides satisfaction and credibility, in the face of a niche plagued with specific health needs. In addition, medical personnel must also work on assertive communication, strengthening listening, friendly treatment and commitment. Because, the effectiveness of the treatment and the recovery of the patient largely depends on it.