2-6.
INCONSISTENCIES BETWEEN VERBAL AND NONVERBAL MESSAGES
a. There are times when a person's actions are not consistent with his words,
Although they may not always be as obvious as in the example above, contradictory
messages are common, especially in a hospital setting, where family members and
friends often try to "protect" one another. It is not uncommon, for example, to hear a
patient's family member saying, "You look fine," with a shaky voice, or to hear a patient
telling a family member, "I'm feeling just fine," as he quickly looks away. Many patients,
for one reason or another, want to "put up a good front." You might have a patient who,
upon being asked whether he is experiencing pain during a particular test, says "No"
through his clenched teeth or, upon being asked whether he is nervous about his
upcoming surgery, says "No" as he paces the floor. By being attentive to these signs,
you can learn quite a bit about a patient's needs, things that he may feel uncomfortable
verbalizing.
b. In the same way, you must be aware of the degree of consistency between
your verbal and nonverbal messages. As we discussed previously, patients are often
especially watchful for clues as to the nature or severity of their illnesses. Some may
suspect that you, as a health care provider, are trying to protect them from the truth or
keep them from being alarmed. So you must be sure that your nonverbal behavior is
consistent with your words. If you say, "Your tests look fine," with a frown on your face,
will the patient believe your words? And if he does, will he wonder how pleased you are
about the good news? If you ask how your patient is doing without looking up from your
paperwork, will he assume from your words that you are truly concerned about his
condition?
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MD0520