Communication

Verbal and Non Verbal Communication Skills- Jann Stewart (CST N.E) I went to see the doctor and I couldn’t understand what was said!’
‘He had this annoying habit of touching his nose all the time”

Verbal Skills.. Tips
Focus on the patient when speaking
Open mouth-articulation
Choose words carefully and use patient’s name Tone, modulation and pitch are important
Aim to have a nice sounding voice not monotone or dictatorial Words should be purposeful and positive.
Voice must show presentation, pause, projection, pace, patience,
Use short sentences and keep language simple and appropriate to gender and age.
Understand Australian idioms

Non Verbal Skills.. Tips
Posture.. sit in a comfortable ,professional manner
Use firm handshake, a smile of welcome Use good eye contact
Use diaphragmatic breathing to relax and project
Avoid moving around and swinging chair
Don’t overdo gestures
Active listening, slight lean forward and nods Give patient personal space
Make the patient feel important by open body language
Watching self on video important

General Points
Be prepared for your consultations
Appear confident and relaxed
Speak TO the patient not at them Be sincere and spontaneous
Use silence meaningfully
Be aware of and sensitive to the needs of the patient
Tension has a marked effect on performance, practise breathing and relaxation
‘Clear communication skills used in a patient-centred consultation builds relationships’

Common Questions
IF a doctor has inappropriate body language, video is best. Then discuss individually in a non threatening way.
IF a doctor doesn’t understand colloquial idioms, CST can use them in role plays or give a handout of 10 each lesson.
IF a doctor has a problem with pronunciation of a word or sound, help them find another word if possible.
IF a doctor wants to know about grammar refer to MCCC library or photocopy relevant pages.