2.3.e Communication Techniques

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Verbal Communication Techniques

In order to be an effective communicator, you must first use your listening skills. Use both general and active listening skills to facilitate two way communication and then, use your verbal skills. Here are some suggestion to improve your communication (11):

  • Use words that can be understood. Your goal is to converse at an appropriate level for the person’s age, language fluency, and educational level. Consider the appropriate tone for the situation to enhance acceptability, reduce anxiety, and facilitate the person’s comfort.
  • Some important verbal techniques include: paraphrasing, reflecting, open questioning, summarizing, acknowledging, framing, and reframing.

Non-Verbal Communication Techniques

There are two types of communication techniques that are communicated through non-verbal cues. They are the messages we convey when sending a message and what we portray when receiving a message. Consider your own expressive and receptive communication skills. Expressive awareness requires you to be conscious of the effect of your body language and eye contact on the person. Try to recognize and adjust appropriately when these are inhibiting communication.

Some simple tips are to:

  • maintain an open posture,
  • match eye contact (or not, depending on cultural appropriateness),
  • match pacing, and
  • become comfortable with silence.

Receptive awareness is being aware of and responsive to your body language and particularly feelings you may express non-verbally when you are listening to someone. Taking time to think about what you will say, before you say it, will help you to adapt your communication to the individual person according to culture, age and ability. In order to hear, understand and discuss an opinion, idea or value that might be different from your own, and to maintain respect for the person’s right to decide for themselves, you will need to develop additional skills.  

Respectful communication is facilitated by a non-judgmental, curious attitude. When a provider starts with curiosity and openness to a variety of perspectives, the person receiving care is more likely to share and discuss their priorities and own context for health care choices.