COMMUNICATION

• verbal communication- exchange of information through speech
• adapting communication for the service user: vocabulary that will be understood
• adapting communication for the service user: use specialist methods if required
• adapting communication for the service user: changing the environment
• clarity- sharing information that is clear and accurate and easily understood
• empathy- share and understand feelings of another person
• empathy is needed: that you care and listen and that their feelings have been acknowledged
• patience- giving a person time and space to do or say what they need to do
• patience is needed: being supportive, not rushing them, not making them feel pressured
• tone- voice should be calm and not rushed
• tone is needed to show: its appropriate to the persona and shows that your friendly
• volume- only raise when appropriate important to keep information confidential
• pace- speaking too quickly can mean information is lost, speaking too slowly can mean that a patient feels patronizing
• non-verbal communication- transfer of information through body language, gestures and eye contact
• eye contact- builds trust, shows a sign of respect, shows your interested in whats being said
• facial expressions- gives clues of what your thinking, needs to make sure it matches what your saying
• gestures- used to create meaning or emphasis something, need to be used professionally
• positioning- getting down to the same level as the person your talking to, respecting personal space
• body language- using open body language to present yourself as approachable, looks more trustworthy and friendly, makes the service user more relaxed and comfortable
• sense of humor- need to know a balance between professional and informal
• active listening- shows that your listening to the other person saying and showing an interest