Verbal communication

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Created by
Hollie

Cards (12)

  • Verbal communication 

    Is exchanging information using speech.
    Good communication means that service users can:
    • Be actively involved in their care
    • Let their needs be known
    • Make informed choices – they will have the information that they need to understand procedures or plans for their care.
  • A service provider uses their skills when they:
    • Give or receive information
    • Provide emotional support
    • Carry out an assessment
    • Participate in CPD (continuing professional development)
    • Receive or deliver training
  • Adapting types/methods of communicating can bring many benefits. For example:
    • it develops good working relationships between service practitioners and service users
    • it builds mutual trust and respect
    • it shows the service user they are being valued.
  • Clarity means:
    You will deliver a specific message with very specific goals.
    Description:
    Speaking clearly, speaking standard English, ensuring you can be understood and information is accurate.
    Examples:
    • Give clear information to patients so they know what is going to happen to avoid misunderstandings
    • Not mumbling when asking a service user what they would like to eat, so that they can hear what you are saying
    • Not using jargon when explaining the complaints process to a service user in hospital
  • Empathy means:
    you can understand what a person is feeling in a given moment
    Description:
    • You understand another person’s experience and feelings, e.g. positive, negative
    • choosing the words you say carefully, e.g. ensuring you are polite, professional, respectful
    • expressing the words you say sensitively
    • adapting the words you say and how you express them to meet the needs of a service user
    Example:
    A care worker who uses kind and reassuring words when visiting an individual who has experienced the death of someone close to them
    Empathy is not the same as sympathy
  • Patience means:
    the ability to wait, or to continue doing something despite difficulties, or to suffer without complaining or becoming annoyed
    Description:
    • checking with the service user that you’ve understood what they are communicating
    • giving the service user sufficient time to communicate
    • not rushing or interrupting a service user during a communication
    Example:
    • A care worker not getting irritated with a patient and giving them time so they do not feel rushed
    • A service user who is upset may require more time to communicate why they are upset
  • Vocabulary is:
    The collection of words used in order to communicate effectively and with understanding
    Description:
    • Using language that they can understand
    • Using non offensive language
    Example:
    • not using offensive language with patients so they are not offended
    • the word ‘nappy’ is appropriate to use in an early years setting, but not in a health or social care setting where service users are adults and where ‘incontinence pad’ would be used instead
    • using vocabulary that is rude or sexist or racist is not tolerated in health and social care settings.
  • Tone means:
    how your character comes through in your words. It's not about what you say, but rather the way you say it
    Description:
    • ensuring your tone of voice is appropriate to the situation, e.g. a high tone of voice may be appropriate to encourage a child to play but inappropriate when engaging with an adult during an activity (as it may be interpreted as patronising).
    • Varying your tone to maintain engagement
    Example:
    • A support worker speaking to a dementia patient in a soft tone rather than harsh, emphasising words that are important.
  • Volume means:
    How loudly or quietly you need to speak
    Description:
    • high volume could indicate anger or excitement
    • low volume could indicate sadness or calmness or cause misunderstandings if others can’t hear you
    Example:
    • Speaking to a service user who has a hearing impairment using a very low volume may be confusing because the service user will not be able to hear what you are communicating.
    • Instead, speaking less quietly and without mumbling would be better and make it more likely that you’ll be understood
  • Pace is:
    This is the speed at which you talk.
    Description:
    • If speech is too fast, then listeners will not have time to assimilate what is being said. It is also a good idea to vary the pace - quickening up at times and then slowing down – because this will help to maintain interest.
    Example:
    • A doctor speaking to another doctor may use a faster pace because both individuals understand the context. A doctor speaking to a patient would use a slower pace in order to give them time to listen and process what is being said.
  • Team working is:
    When a group work together to achieve a common goal.
    Description:
    • being clear when communicating, i.e. in what you say, the words you use, how you say them,
    • listening to others, i.e. taking the time to listen to what others have to say
    Examples:
    • When communicating with a colleague to assist a service user who has a physical disability to move from their wheelchair to their bed
    • When participating in a discussion about a service user’s care ensure you listen to what is being discussed, make a contribution to the discussion by giving your opinion.
  • What is effective Verbal Speaking clearly with clarity
    • Knowing your audience and know when to demonstrate
    empathy and patience
    • Using appropriate language/vocabulary
    • Understanding the message you are trying to convey
    • Speaking at the correct pace, tone and volume