Essential Communication Skills for Healthcare Professionals
Foundations of Effective Communication
Characteristics of Effective Listening
- Empathy: Putting yourself in the patient’s shoes, trying to perceive the world from their perspective, and understanding their behavior and feelings.
- Unconditional Acceptance: Respecting and accepting the patient as they are, without critical judgment.
- Authenticity: Being and appearing as one truly is, without pretense or pretending.
Consequences of Ineffective Communication
- Patients may become withdrawn and less likely to participate in their recovery.
- Healthcare professionals might become insecure if relying solely on intuition.
- Patients may not receive necessary information or prescriptions.
Self-Perception in Professional Interactions
Self-concept and self-image can be challenged when engaging in professional relationships. There may be a fear of appearing ignorant, leading individuals to be motivated to make a good impression.
Perceptions of Others
Expectations are often based on past experiences. If these expectations are not met, relationships can become strained, leading to conflicts. Perceptions are also influenced by beliefs and attributions.
Beliefs About Healthcare Professionals
There is often a shortage of personnel, leading to overworked professionals, including doctors and nurses. Patients are sometimes expected to be ‘good patients’ – willing to collaborate, independent, undemanding, and not claiming their right to information, communication, and participation in their own care.
Influence of Context on Communication
The physical and organizational features of a hospital, the communication dynamics, and the relationships between team members all exert pressure to achieve healthcare instrumental goals.
Key Principles of Human Communication
- You cannot not communicate.
- All communication has a content and a relationship aspect (metacommunication).
- Humans communicate through two kinds of language (verbal and nonverbal) that may have different functions.
- All communication exchanges are either symmetrical or complementary.
Verbal Communication Strategies
Verbal Communication in Nursing
Verbal communication involves the words used by the nursing professional. Its purposes include:
- Establishing rapport with the patient.
- Providing information about their progress.
- Transmitting information to other medical or support staff.
- Offering guidance, support, and instruction to the patient and family.
Factors for Successful Verbal Communication
Success depends on:
- Using language accessible and understandable to patients.
- Explaining things appropriately for their age, knowledge level, and social group.
- Employing suitable oral communication for patients to follow instructions.
- Clear articulation and organization of phrases.
- Appropriate tone and volume of voice.
Guidelines for Effective Verbal Communication
Recommended guidelines include:
- Paying equal attention to both spoken and unspoken cues.
- Refraining from critical judgments about what is being said.
- Encouraging the expression of feelings and thoughts.
- Asking for clarification or more information.
- Avoiding presuppositions or jumping to conclusions.
Nonverbal Communication in Practice
Nonverbal Communication in Nursing
Nonverbal behavior is crucial. Its impact can depend on the patient’s perception of the healthcare professional’s expertise, which influences their degree of collaboration in treatment. Nonverbal cues serve to clarify or contradict verbal communication. Healthcare professionals must know how to use nonverbal communication effectively and recognize its manifestations in the patient.
Manifestations of Nonverbal Communication
- Vocal Cues: Volume and tone of voice (e.g., expressing ‘oh,’ anger, gratitude).
- Facial Expression: Conveys emotions.
- Eye Contact: Direct eye contact often indicates a positive message and attention. Lack of eye contact can show disinterest or concern.
- Smile: Perceived with pleasure and sympathy.
- Gestures and Posture: A tense posture might indicate rejection or discomfort, whereas relaxation suggests comfort. A supportive touch, like on the hand or shoulder, can show empathy and reassurance.
Other Nonverbal Communication Methods
- Pantomime or Mime: Formalized dramatization (e.g., an expressive smile or eye movement) can be used with aphasic or deaf patients, or those who do not know the language. It complements, but does not replace, verbal communication. Care must be taken, as some patients may feel treated as having low intellectual capacity.
- Demonstration: This supplements verbal instructions. The patient should be asked to repeat the demonstration to ensure understanding.