2.3.f Verbal Communication
Paraphrasing is used to show you were attentively listening and to check meaning and confirm your understanding. Here’s how it is done: Restate the basic ideas and facts but in your own words.
To confirm, you were never told that we would go by ambulance to the hospital if we needed to transfer in?
Reflecting is done to show someone you are hearing what emotions they are describing to you, or how they feel. This can be used to demonstrate empathy. Here’s how it’s done: State what the person is telling you about how they feel.
It sounds as though you’re feeling sad right now, I heard you say that you were disappointed when we discussed moving into the hospital.
Open questioning is used to get more information from the person. It helps to clarify the person’s point by avoid assumptions when you fill in the blanks with what you think the person means to say. This can be used to encourage someone to continue speaking. Here is how it’s done: Use what, where, when, how, who questions. As they all cannot be answered with a simple ‘yes’ or ‘no’ and require the person to explain themselves to the listener. Use ‘why’ questions cautiously as why can sound accusatory and blaming.
How did you prepare for the transfer to the hospital?
Summarizing is used to pull out the important parts of information you heard. A summary is used to establish a shared foundation, decision, or direction. Here’s how it’s done: Restate all the central ideas.
So, what I understand is the most important issue for you with respect to the move into the hospital is that your partner and baby are not separated from you at birth.
Acknowledging is used to demonstrate understanding of the other person’s values, perspectives and actions. Acknowledging does not mean that you agree but that you heard the person and understand. Be careful that your acknowledgement is not understood as an agreement. Here’s how it’s done: Identify what the other person is saying or doing.
Yes, that is very frustrating – we need to address your concerns with the team in our debrief.
Framing and reframing is used to communicate your message to a listener. Often framing is done in a way that makes your listener more open to hearing your message. Reframing is done when the message you are trying to deliver is not being heard, understood, or acknowledged. It allows you to broaden or alter your way of explaining something. Here’s how it’s done: Present a neutral, non-judgmental message and point to common ground among you. Stay away from differences.
We work best together when we share clinical information. I would like to take a few minutes to have a ‘huddle’ about this case.
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