3: Effective Communication Flashcards
What is Verbal Communication?
Communication, discussion or sharing of information vocally using words or sounds; this includes what is said and how it is said (eg. Saying “No,” to decline)
Why is Verbal Communication important?
To ensure that people can receive information and give feedback to improve care given to them; to help people voice their concerns and opinions
Give 5 examples of Verbal Communication Skills
- Clear speech: diction and clarity
- Pace
- Pronunciation
- Use of questions and answers
- Appropriate language
(VC) Give an example of Clarity in a care setting
Doctors must be clear about a diagnosis and the instructions for taking medication (eg. Simplifying language)
(VC) Give an example of Empathy and Tone in a care setting
The practitioner’s tone must be relevant when passing on information and they must show appropriate levels of empathy, especially if the individual(s) are struggling to deal with the information
(VC) Give an example of Patience in a care setting
A carer talking to an individual with learning disabilities must show patience to give the individual time to understand and reduce stress for them
(VC) Give an example of Pace in a care setting
Generally, a slow, understandable pace should be used when speaking to patients to allow them to understand, but pace of speech should not be so slow that it is inefficient or frustrating
(VC) Give an example of Volume in a care setting
A low volume would ensure that a patient’s private information isn’t overheard, meanwhile a higher volume might be applicable if the patient is hard of hearing
What is Non-Verbal Communication?
This involves communication through messages like facial expressions and body language; it is a form of communication that does not involve worded replies. Non-verbal communication is often subconscious.
Why is Non-Verbal Communication important?
To ensure that the party of the conversation that is talking feels heard, and the conversation isn’t dominated by one person.
Give 6 examples of Non-Verbal Communication
- facial expressions
- gestures and body language
- sense of humour
- positioning
- eye contact
- attentiveness
Give some examples of poor communication
How may someone feel when experiencing poor communication?
How might positive body language make someone feel?
How might negative body language make someone feel?
Give some examples of barriers to listening
Compare active listening to passive listening
- Active: asking questions, showing interest, nodding, summarising key information
- Passive: less eye contact, may be doing something else while conversing
What is active listening used for?
- to improve relationships between service users and practitioners
- to clarify misunderstandings and information
- to build trust and empower service users
- to improve the service user’s confidence and self-esteem
Give some benefits of active listening
- Summarising key points: shows understanding and simplifies for other people
- Open/relaxed posture: comforting presence and the person may trust them more
- Showing empathy: shows validity and recognises someone’s emotions
- Clarifying: shows interest and clears misunderstandings
