ENGLISH FOR PROFESSIONAL

COMMUNICATION 2

COURSE CODE: ENG 2022

YEAR/SEMESTER: YEAR 1/SEMESTER 2
LECTURER: MR HANAFI ZAINI
NAME: NUR ADILAH RASYADAH BINTI SUHAIMI
MATRIX NUMBER: 3042191093
 Communication Skills 1 Tutorial
Communicative Features
Question 1 (Answer)
Adolescent is defined as young people which refers to individuals between
ages ten to twenty-four. Furthermore, adolescent is a transitional stage of physical
and psychological development. So in order to help the boy regarding non-
adherence of his medication consumption, I would like to response toward his
concerns first by asking him the reason he cannot follow the medication consumption
because sometimes adolescent may figure out that it is hard to take the medication
like capsule and tablet. Then some may undergo side effects and think that the
medication is useless.
My action is to communicate with him clearly and try to educate him on what
to expect when he take the medications by explain to him shortly how the drugs will
work toward his illness and how much important for him to consistently take the
medications. For example, “Amir, it is important for you to take this medication
because it will help you gain your appetite back”. The most important part is to ask
him his concerns. Example question is “Amir, may I ask you if this medication give a
side effect like dizziness or headache?” or “Amir what make you feel difficult to
consistently to consume this medication ?, Is there anything that I could help you?”.
By asking this question, I can come up with solution and suggest it to him.
Furthermore, as a nurse, I will also be reassuring him about his illness to
make sure he realizes about his condition so that he will consistently consume the
medication to recover. Example sentence that I can say is, “Amir, your illness will
take a long time to recover if you refuse to consume medications and it will bring to
serious condition and you will stay in the hospital more longer”.

Question 2 (Answer)
Surely communication styles may vary according to the age of every patient.
This happened because every age group demand certain approach when we
communicate with them. First thing first, we need to use the correct form of address
or salutation in order to show respect. Even in this aspect the form of address will be
different. For example, we use miss for a young girl but for a woman who already
married we will use Mrs and for an old lady we call her grandmother so that we will
feel closer.
Therefore, when we approach the children, our communication style will
surely change. A nurse or a doctor and even the medical staff normally will use
praise word before doing a procedure because this will help children feel calmer. For
example, using ‘good boy’, ‘clever or smart boy’ or just saying handsome and pretty
to them. Other than that, we also comfort them and make them feel less anxious by
saying this phrase, “It will be hurt just a little bit like when an ant bite”.
 Furthermore, when talking to adolescent, we need to change the
communication style because this age group demand our genuine interest in their
point of view and want us to response to their concern. So, we always need to show
that we are on their side to ensure they will share their problem and trust us.
Lastly, when communicating with elderly, we should adapt the communication
style to suit their abilities and we also need to give them further information because
there is certain thing that they cannot understand or maybe they start to forgot due to
dementia. For example, as a nurse we always need to remember elderly patient to
take their medication and explain to them how the medication will work on their body.
The most important thing is to speak slowly and clearly when communicate and
giving instruction to them.

Communication Skills 1 Tutorial

Addressing Patients’ Needs

1. “Mrs. Salonis, you should follow hospital’s diabetic diet meal but if you refuse
to do so you still can eat a lot of fruits and vegetables as you are a vegetarian
but then you still need to avoid taking certain carbohydrate like white bread
and pasta”.
2. “Mrs Salonis, sorry for disturbing but I would like to give you some advice.
Since you still have an uncured wound on your left big toe, you should follow
the diabetic diet in order to help the wound cure faster and not having further
complication”.

Communication Skills 2 Tutorial

Fear and Anxiety

Situation:
Mrs Rosina: I feel so afraid after Doctor Ilham informed me that there is no cure for
this disease and I if my condition getting worsen, I need to undergo some surgery to
remove the diseased part. Is there any treatment that I can do to recover miss?

Nurse: I know that this must be very upsetting for you to know because you have
suffered a lot but do not worry cause there are medicines that can help to keep this
disease under control.
Mrs Rosina: Oh! Is that true? Cause I think all the medication that I have been
consume so far are not helpful at all.

Nurse: Mrs Rosina, surely most of the patient saying the same thing but what can I
say as a nurse is to just keep calm when undergoing all these treatment and the
most important thing is to not lose hope and give up cause all this treatment will
increase the chance of entering and staying in remission.

Mrs Rosina: Oh! Is that so. I feel so much better now after listening to your words. Thank you
by the way.

Nurse: No worries. Perhaps you would like to tell me more about how you feel after this.

Communication Skills 2 Tutorial

C.A.R.P Model

The possible causes of the long waiting:

1. Pharmacies are very busy and understaffed.
2. Inexperienced staff with non-familiarity dispensing workflow and drug
arrangements.
3. Pharmacies need more time to figure out doctor’s prescription.

Using the steps in C.A.R. P. Model, how would the problem be handled?
C- “I am sorry sir, but our pharmacy is very busy right now, I hope you could be more
patience.”
A- “I understand with your current situation, so we are trying to work more fast, okay
sir?”
R- “I know your time is valuable, let us see what I can do for you right now.”
P-“Okay sir, right now I beg you to wait for several minutes because we already
proceed your medication prescription. thank you for your cooperation.”