1. How does Ms. Ryder’s nonverbal communication change during her conversation with Dr. Zhug? To what would you attribute the changes? When you’ve watched the video online, critique and analyze this encounter based on the principles you learned in this chapter. Then compare your work with the author’s suggested responses. Online, even more videos will let you continue the conversation with your instructor.

You’ve been hired to help doctors learn to listen more effectively when interacting with patients. You observe the following interaction between Dr. Zhug and Ms. Ryder, who came in to find out why she is so tired.

Dr. Zhug: Ms. Ryder, all the tests we did show you are normal.

Ms. Ryder: If I’m normal, why do I feel tired all the time?

Dr. Zhug: Perhaps you need to get more sleep.

Ms. Ryder: I’ve been getting more sleep than ever, and in the last 6 months I’ve felt tired no matter how many hours I sleep.

Dr. Zhug: According to the tests, you have no medical problems.

Perhaps your fatigue is emotional. This is common in women your age. Would you like a referral for counseling?

Ms. Ryder: Fatigue has nothing to do with my age. I’m only 35, and I felt fine 6 months ago.

Dr. Zhug: You might try sleeping more than you used to.

Ms. Ryder: I just told you I am sleeping more, and it’s not helping. What I need to know is …

Dr. Zhug: Ms. Ryder, there’s no need to get hysterical.

I know how to read test results, and physically you are normal.

Ms. Ryder: Doctor, this isn’t normal for me. I can’t do my work well. I don’t have the energy I need for my family.

Dr. Zhug: I wish I could help you.