A patient presents in the ER fidgeting, so nervous that they can't adequately describe their symptoms or otherwise express themselves in a halfway helpful manner. The OB floor isn't sure if the patient in labor is a difficult patient, anxious regarding the delivery, or showing signs of abuse from her significant other. A child on the Medical floor is restless, whiny, and unable to settle causing the nurse to wonder if the pain meds are not enough or is it psychologically related?
Changing Minds.org reports that half of our communication is non-verbal and by studying body language, listening for certain vocal tones, and understanding common behavior clues, it is possible to discern the emotional aspect of another person even when they are trying hard to camouflage it. In the health care setting, this tool could prove to be an invaluable resource when treating a patient. Naturally, there would be limits and restrictions. A trauma patient or one that is unconscious would not be a good candidate, however, most of the presenting patients in the ER, or those recovering on one of the floors would give sufficient clues that would guarantee integral and thorough treatment.
It has been known for decades that by treating the whole patient-emotional as well as physical-it speeds the recovery process and renders the best possible outcome. By teaching awareness of body language to those in direct patient care, the health care experience is enhanced for the patient. I'm not suggesting we view patients as crystal balls and begin analyzing their every movement from the time they present. However, it is important to be aware of universal behaviors and gestures so that when a difficult patient is introduced, the health care worker isn't without the needed knowledge and skills to competently do their job. Yet, this goes beyond just completing an employment task, it involves going one step further.
According to Mehrabian's communication study, in all communications:
7% happens in spoken words.
38% happens through voice tone.
55% happens via general body language.
"Watch the whole body, and especially gestures, as well as all parts of the face. When you are talking, don't get caught up in your own speech to the extent that you miss the subtle and constant feedback you are getting. When we communicate with others, we look mostly at their face. This is not a coincidence as many signals are sent with the 90-odd muscles in the face. The way the head tilts also changes the message. The eyes are particularly important, and when communicating we first seek to make eye contact. We then break and re-establish contact many times during the discussion. Eyebrows and forehead also add significant signals, from surprise to fear to anger. The mouth, when not talking can be pursed, down turned or turned up in a smile. The way that the body is held can communicate many different messages. An open body that takes up a lot of space can indicate comfort and domination, while a closed-in body that makes itself small can signal inferiority. Copying of the other person's body shows agreement, trust and liking. "
A deeper, in depth study can be done through many pieces of reputable literature, both written and on the web. Not long ago I picked up a copy of Poker Face-Mastering Body Language to Bluff, Read, Tells and Win to satisfy my curiosity regarding the urban legends floating around associating body language and the big business of poker. It didn't take long to learn that any serious card player not only studies but masters the art of body language. They know the stakes are high and will use any advantage to secure a win. Money, the bottom line, comes at a high price in the end for poker players.
In a hospital setting, lives are saved daily by the trained and gifted health care professional. The gifted part they were born with. As for their training, there is no such thing as reaching a point where enough is enough. If understanding body language gives the advantage needed in treating patients, the health care professional succeeds and the patient benefits from that success. The poker world is a serious business, but not as much so when lives are dependent on careful analysis and responsive treatment. If there ever was an environment where understanding basic human nature and non-verbal communication was fundamental, it is the health care industry.
Those on the front lines of direct patient care can determine to evaluate physical ailments only and treat any form of illness or disease associated with such, or they can commit to going one step further, and evaluate non-verbal clues when relevant. Sometimes, health care reform doesn't take the shape of massive reorganizations or multi-million dollar programs. Sometimes, the greatest advances and proof of genuine change becomes apparent in the facilities quality of patient care. While many other elements of the industry remain evasive and unruly, outstanding patient care is, and will always, be eventual and manageable within your organization. Learning the clues of non-verbal communication is one way to get the edge on your competition and satisfy even the most elusive of patients.
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