3.4. Listening for non-verbal cues and Problem solving (speaking)
Learning Objectives
By the end of this lesson, students will be able to:
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Define and recognize nonverbal cues in healthcare settings.
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Identify common types of nonverbal communication in patient interactions.
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Analyze patient behavior to understand emotional or physical needs.
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Respond empathetically to patients using verbal and nonverbal communication.
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Define and identify the steps of problem-solving.
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Analyze common healthcare scenarios using problem-solving strategies.
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Communicate effectively while solving problems as part of a healthcare team.
Part 1: Warm-up
What Are Nonverbal Cues?
- What do you think “nonverbal cues” mean:
- Why do you think nonverbal cues are important in healthcare?
- What are some examples of nonverbal cues you might observe in a patient?
- Are ‘non-verbal cues ‘ have the same meaning in every culture?
Non-verbal cues and what they indicate.
Non-verbal cues in different cultures.
Part 2: Observing Nonverbal Cues
Watch two short videos of patient interactions. As you watch, take notes on the nonverbal cues you observe. Use the table below to organize your observations.
Video 1:
Video 2:
| Video | Nonverbal Cue | What It Might Mean |
|---|---|---|
In pairs or small groups, share:
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What did you notice about the patient?
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What might the patient be feeling?
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How would you respond as a CMA?
Part 3: Responding to Nonverbal Cues
Group work.
Your instructor will provide a scenario for your group. Each scenario will describe a patient and their nonverbal cues.
- Example Scenario: You are interacting with a patient who is sitting rigidly in the chair, avoiding eye contact, and speaking in a quiet tone of voice. The patient seems hesitant to talk about their symptoms.
- What might they be feeling?
- How can you respond with empathy?
Part 4: Role Play
One student will act as the patient, demonstrating nonverbal cues from the scenario.
The other students will act as healthcare providers, practicing how to respond empathetically to the patient.
During your role-play, focus on:
- Observing the patient’s nonverbal cues.
- Responding with empathy and understanding.
- Asking open-ended questions to encourage the patient to share more.
- After your presentation, write down feedback you received from your classmates:
- What nonverbal cues were observed in your role-play?
- How effectively did the healthcare provider respond
Part 5: Reflection and Discussion
On a post-it note or index card, write down one key takeaway from today’s lesson about nonverbal cues and empathy in patient care.
- Your Key Takeaway: ____________________________________________
Reflect on the following questions:
- Why is it important to listen for nonverbal cues in healthcare?
- How can understanding nonverbal cues improve patient care and communication?
- Share your reflection with the class or in small groups.
Part 7: Problem solving – Speaking activity
Warm-Up – “When Something Goes Wrong”
Think about a time when something unexpected happened at work, school, or home.
| Questions | Your Answers |
|---|---|
| What happened? | |
| What was the problem? | |
| What did you do to solve it? | |
| Would you do anything differently next time? |
The Five Steps of Problem-Solving
Activity: Solving Healthcare Problems
In your group, you will receive a scenario card describing a healthcare problem.
- Example Scenario: A patient is showing signs of distress, such as heavy breathing and sweating, while waiting for their appointment.
- Use the problem-solving steps to analyze the scenario.
- Fill out the table below:
- Problem-Solving Step Your Group’s Response
- Identify the Problem
- Assess the Situation
- Consider Possible Solutions
- Choose a Solution and Implement It
- Evaluate the Outcome
- Be prepared to present your scenario and solutions to the class. Explain your thought process and why you chose your solution.
Part 8: Practicing Problem-Solving
Choose one of the scenarios your group discussed in the previous exercise.
- Assign roles such as:
- Patient
- CMA (Certified Medical Assistant)
- Healthcare team member
- Prepare a role-play based on the scenario. Incorporate the problem-solving steps and focus on clear communication.
- Example: If the patient is distressed, the CMA might ask questions to assess the situation, provide reassurance, and call for additional help if needed.
- Perform your role-play in front of the class. After your presentation, write down feedback from your classmates:
- What did they observe about your problem-solving approach?
- What could you improve?
Part 9: Wrap-Up
Reflection Questions
- What did you learn about problem-solving in healthcare?
- What was the most challenging part of solving the scenarios?
- How can you apply these problem-solving skills in real-life situations as a CMA?
- Write down one key takeaway from today’s lesson.
