Communication skills Flashcards
What are the three main components of communication? + how much they make up?
- words (7%)
- tone (38%)
- body language (55%)
What are things that make up VERBAL communication skills?
- Tone
- Pitch
- Appropriate language – not too
colloquial, but no technical
jargon. - Strategic pauses
- Pace
- Effective questioning
What are things that make up NON VERBAL communication?
1.Eye contact
2. Face expression
3. Body posture
4. Proximity/positioning
5. Appearance
6. Visual aid
What makes up active listening?
NON VERBALLY:
* Eye contact
* Head nodding
* Facial
expressions
* Not interrupting
* Limited
moments of
silence
TONE:
* Volume & tone
matches
speaker
VERBALLY:
* Appropriate
response times
* Summarising
* Supportive Phrases
What are some barriers to active listening?
Time pressures i.e. being in a rush
Slow speaking patient
Predicting what the patient may say
next
Mental distractions i.e. other things
on your mind
Making notes
Language
Physical barriers i.e. desk between
sender & reciever
What are the four ways to ask questions?
Closed, Open, Leading and probing
What are the benefits to open questions?
- Allow for maximum patient
participation - Encourage expression of attitudes,
feelings and opinions - Allow articulate patients complete
freedom of expression - May elicit information you may not
expect or have thought of
What are the disadvantages to open questions?
- May be time consuming
- Can produce irrelevant information
- Require a more concerted effort when
listening and responding
What are the advantages to closed questions?
- Can help people with language
differences - Require minimal effort to answer
- Useful for gathering specific
information - May be useful when dealing with
embarrassed patients
What are the disadvantages to closed questions?
- Limited when dealing with feelings,
attitudes and emotions - Can reduce degree and depth of
patient responses - Limits opportunities for establishing
warmth and empathy - Can feel like an interrogation
