Verbal Communication Flashcards
What does verbal communication include
Clarity
Empathy
Patience
Using appropriate vocabulary
Tone
Volume
Pace
Willingness to contribute to a working team
How would one adapt their method of communication
Changing vocabulary (avoiding jargon)
using specialist methods to meet needs ( braille, sign language)
Adapting for service user (repeating, gestures, body language etc)
Adapting the environment (quiet room, providing whatever service user needs)
What is clarity
Being clear and accurate in a way that can be understood
What is empathy
Understanding how another person is feeling
Understand how someone is thinking
Imagine what it would be like in their situation
Gaining a better understanding of their point of view
What is patience
Giving someone time to say or understand what they need
How can you show patience
Giving them time
Not rushing them
Not making them feel pressured
Allowing a service user to finish what they are saying
How can you show clarity
Being straightforward, not using terms they may not understand (jargon)
Don’t mumble, pronounce words properly
Be careful of accent- people may not understand it
How can you show empathy
Saying:
“I understand…”
“I’m sorry to hear that”
“I hear what you are saying”
“That sounds awful”
Etc
What does it mean to use the appropriate vocabulary
Vocabulary suitable for age of person and their ability and knowledge level
What is jargon
Technical terms
Correct language
Abbreviations
Why should you not use jargon
Can easily confuse people
Might look it up and panic because it says something worse than it actually is
What is tone
The way you speak or sound / how you are heard
How to use tone well
Positive tone of voice making them feel welcome
Soft voice to make it more relaxed and empathetic
Why is a negative tone bad
Can be heard as aggressive, angry, patronising
What is volume
How loud you speak
