Communication Skills

J. M. Ncheka

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 Communication
• Communication is imparting, conveying, or
exchanging ideas.

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 Communication Process

SENDER RECEIVER

noise

FEEDBACK

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 Good Communication

• Patients prefers health workers who are:

– Warm and empathetic
– Easy to talk to
– Introduce themselves
– Appear self confident
– Listen to and respond to
– Ask questions which are easily
understood and precise

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Importance of Communication
• Accurate history taking
• Diagnosis
• Patient compliance with treatment
• Increases satisfaction and knowledge
• Decreases anxiety and distress
• Helps facilitate decision-making and
coping

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 Factors Affecting Communication
• Physical setting
– Seats
– Privacy
– Noise
– Interruption

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• Non-verbal behaviour
– Proximity
– Posture
– Eye contact
– Facial expression
– Head nods
– Silence

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• Verbal communication
– Open/closed ended
– Leading questions
– Multiple questions

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• Patient-related factors
– Physical symptoms
– Psychological factors related to illness or care
– Past and current experience of care

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• Health practitioner-related factors
– Training in communication skills
– Self-confidence in ability to communicate
– Personality
– Physical factors
– Psychological factors

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• Socio-cultural factors
• Knowledge of the subject matter
• Presence of people

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 Ineffective Communication
• Failure to listen
• A judgemental attitude
• Use of a language pt does not understand well
• False reassurrances
• Giving advice rather than encouraging one to
make decisions

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• Disagreeing or criticising the patient
• Inability to receive the message due to
impaired thought processes
• Changing the subject when one feels
uncomfortable with the topic being discussed

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 Listening
• Patients appreciate and respond positively to
health practitioners who listen carefully
• Involves receiving information, following and
responding appropriately

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• Demands effort and concentration
– Facilitation
– Clarification
– Reflection
– Helping patient be relevant
• Use of silences

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 Improving Communication skills
• Know your emotional and physical needs.
• Be honesty with your feelings.
• Know that all behaviours have a meaning.
• Be sensitive to needs of others
– Attentive
– Eye contact
– Diplomacy

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• Be consistent in verbal and non verbal
communication.
• Recognise symptoms of anxiety
• Use words carefully e.g. always, never, should
may sound more like accusation and lead to
misunderstanding and cause confusion.

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• Recognise differences
– Age
– Gender
– Personalities

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• Recognise and evaluate your own actions and
responses
– Closed/open minded
– Cooperative/uncooperative
• Use layman’s language
• Restate any instructions or information given

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