In Health and Social Care settings effective communication is a key
skill to build strong relationships between care practioners and care users. It
is also important when providing and requesting information. To be able to
monitor someone’s mental and emotional state it is necessary to ask a lot of
questions but in a way they don’t feel discriminated against. Effective
communication ensures that individuals rights are supported and that they are
given care that meets there needs.
· Para-verbal skills
This means making sure that one is clear whilst communicating. This means
ensuring that the service user can see, hear and understand the message that is
being conveyed. This could be used in a GP surgery In order to make sure the
patient understands their condition.
Tone of voice can portray different feelings. You can say the same words
in a different tone or pitch of voice, with a slight emphasis on some words rather
than others, and still convey a different meaning. A school teacher may vary her tones dependant
on the circumstances. For examples, the teacher may use a sharp, loud tone to
stop children from behaving in a particular way. In contrast she may use a
calmer, quieter tone when speaking to a parent.
Is the speed at which a person may communicate. Doctors who work in
A&E may use a faster pace to speak than someone who works in a general
practice. This maybe because doctors who work in Accident & Emergency are
faced with situations more frequently than those in GP surgeries.
Empathy is the understanding and imaginatively entering into an individuals
feeling. Health care workers may use empathy to encourage their patients to
open up to them in order to build a healthier bond with them. This will help
them to build a relationship with their patient and support them more
Refers to tone, stresses on particular words, volume, and rate of
speech. This is distinct from non- verbal skills, because you can sound angry
but have non- verbal behaviour that suggests that you are happy. Care
practitioners could use this with their elderly patients. They may consider all
four skills and act appropriately when conveying meanings and ensuring
understanding from their clients
Non- verbal Skills
· Body language
· Facial expressions
This is a non- verbal way of imparting information by means of conscious
bodily gestures, postures etc. this could be used to convey concern amongst
practioners within a setting. For example, a doctor may reassure a patient
about their illness by sitting close to them and offering their hand to hold.
This is a series of movements to emphasise speech or help express
thoughts. A nursery teacher may use gestures during a lesson to control the behaviour
or his/her children. E.g. if the teacher puts her finger on her mouth, this may
indicate to the children that its time to be quiet.
This refers to the feelings expressed on a persons face. Nurses may
use facial expressions to convey concern
and empathy when working with patients.
· Sign language
· Voice activated