Effective Verbal communication

What is Communication?

• A process which individuals exchange their ideas, values and more with one or more people.

• the process of initiating, transmitting & receiving information.

• the process of sharing info, ideas & attitudes between individuals

• All of the above 

How do you deal with angry Patients ?

• express personal judgement.

• give them the opportunity to state the problem.

• respond with reciprocal anger.

• focus on the problem rather than the person.

How do you communicate with people with hearing or communication disabilities?

• Use body language such as eye gazing, facial expressions and gestures and yes/no questions. 

• Shout impatiently at the patient so they can hear you.

• jump in and push the interaction along and cut them off. 

• use open questions to engage in conversation, and let them know if you haven't underst0od them

How do you initiate a conversation?

• Use open questions to open a conversation, build rapport and gain info.

• introduce yourself and greet the patient/client.

• If the patient is an elderly address them as grandma/grandpa.

How to empathize with clients and patients 

• you understand the distress of the other person

• you feel pity or sorrow for the distress of others.

• you identify with the feelings, thoughts and attitude of others

• you try to experience their feelings

How to convey support

• demonstrate care, concern and interest

• offer information, observe and let the person give their own opinion to better understand the situation.

• express acceptance

• all of the above