A2 AND A3. Communication skills

Question 1

how do you be an active listener non-verbally?

Answer 1

-eye contact
-head nodding
-facial expressions
-not interrupting
-limited moments of silence

Question 2

how do you be an active listener through tone?

Answer 2

volume and tone matches speaker

Question 3

how do you be an active listener verbally?

Answer 3

-appropriate response times
-summarising
-repeating back
-supportive phrases

Question 4

what are barriers to active listening?

Answer 4

-time pressures (e.g being in a rush)
-slow speaking
-predicting what patient might say
-mental distractions
-making notes
-checking technology
-physical barriers (e.g desk)
-patient with communication difficulties
-telephone conversations

Question 5

advantages of telephone communication?

Answer 5

-easier to reach the person
-patient convenience
-shorter conversations
-maybe easier to take control of conversation

Question 6

barriers of telephone communication?

Answer 6

-talking to correct person?
-more difficult to establish rapport?
-no facial/ physical communication- more potential for misunderstandings
-may not have patients full attention
-may be distracted or multitasking

Question 7

what is good communication?

Answer 7

-interdependent
-structured and logical (planned)
-mindful of patient goals
-engaged, adaptable
-mixture of open and closed questions

Question 8

benefits of closed questions?

Answer 8

-useful for obtaining specific information
-minimal effort to answer
-helpful if patient is embarrassed
-useful if communication difficulties
-can save time

Question 9

open question benefits?

Answer 9

-allow for maximum patient participation
-encourage expression
-may elicit information you have not thought of

Question 10

open question disadvantages?

Answer 10

-maybe time consuming
-can produce irrelevant information
-require more effort when listening and responding