Communication

Question 1

3 types of communication and give examples

Answer 1

• non-verbal: Body language, Eye contact, Active listening, Appearance
• Written: Note-keeping, Letters, E-mails, Social media/marketing
• Verbal: Discussions, Group discussions and Telephone conversations

Question 2

What are some communication difficulties?

Answer 2

Hearing loss
Loss of sight
Language barriers
Speech defects
Learning disabilities

Question 3

How do you overcome communication difficulties?

Answer 3

Hearing aids
Symbol/picture cards
Signs
Translators
Writing boards
Other technical equipment

Question 4

What are signs of verbal communication errors?

Answer 4

Interrupting
Insensitivity with regard to religion or culture
Failing to pass on concerns or fears
Asking pressing questions
Use of jargon without explanation
Sharing confidential information

Question 5

What is active listening?

Answer 5

is a structured way of listening and responding as it focuses on the person you are talking to. It requires you to suspend your own judgements.

Question 6

How can you show you are actively listening to someone?

Answer 6

Give the person your full attention
Avoid distractions
Observe the person’s body language, whilst being aware of your own
Nod, smile and use other facial expressions
Encourage the person to continue, using ‘yes’, ‘uh huh’
Paraphrase, ask questions and summarise
Do not interrupt
Check the person understands what you are saying by asking questions

Question 7

What is good teamwork?

Answer 7

Having clear objectives that are understood by all team members
Effective communication
Mutual trust and support
Sort out conflicts as early as possible
Effective team leadership

Question 8

How do you work with others?

Answer 8

Taking responsibility for your own actions
Communicating well
Listening actively to the team leader and other team members
Being honest, reliable, supportive and helpful
Acting in a professional manner - you are an ambassador for your organisation
Treating others with respect

Question 9

Top tips for effective communication

Answer 9

Use clear language
Be conscious of your non-verbal communication
Negotiate an agenda
Establish a dialogue
Be flexible in your consultation style
Provide the information that patients want
Reflect on the outcomes of your interactions with others
Apologise when mistakes occur
Empathise and listen
Mindful practice
Establish rapport

Question 10

Communicate effectively - GMC

Answer 10

You must listen to patients, take account of their views, and respond honestly to their questions.

You must give patients20 the information they want or need to know in a way they can understand. You should make sure that arrangements are made, wherever possible, to meet patients’ language and communication needs

You must be considerate to those close to the patient and be sensitive and responsive in giving them information and support.

When you are on duty you must be readily accessible to patients and colleagues seeking information, advice or support