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1. Communicate effectively

Site: StudentWeb
Course: 2025 Communicate and work in health or community services (VDSS_CHCCOM005)
Book: 1. Communicate effectively
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Date: Sunday, 20 April 2025, 8:59 AM

Description

Table of contents

1. Language use

How you use verbal and non-verbal language is very important to how you support clients and their families and friends, and work with your co-workers effectively. 

Different situations require different use of language. For example, you would not use a lot of complicated health terminology when talking with a person with a cognitive or intellectual disability about what their support needs are today. 

The words you use are very important and knowing what language to use and when is a crucial skill when working in the industry.

Low angle view of three physicians reviewing medical chart
 
Talking with health professional

You are talking with a nurse of doctor about a consumer's symptoms and their specific health condition.

Use specific, detailed health terminology
Pleasant nice people having a group discussion
 
Talking with family

You are discussing the deterioration of a service user's health with approved family members.

Use general, common terms.
Attractive aged businesswoman, teacher or mentor coach speaking to young people, senior woman in glasses teaching audience at training seminar, female business leader speaker talking at meeting
 
Talking with colleagues

You are talking with your supervisor or co-workers about policies and procedures in your workplace.

 
 

2. Impact of communication types

Group of young Asian male and female doctor and nurse sitting during break in canteen and discussing serious patient case in hospital

Communicating with people is one of the most important aspects of our lives, including our workplaces. Effective communication is an essential element of working in health care.

Whether you are communicating with a consumer or with a colleague or your supervisor, it is imperative that you communicate the information in a manner that is clearly and easily understood for your particular audience.

Next, discover techniques for clarifying with others that the information they received has been understood as well as how to ensure you use language that is clearly spoken, clearly pronounced and at the appropriate speed for the intended recipient.

 

3. Verbal and non-verbal communication

Young hispanic couple standing over white background thinking concentrated about doubt with finger on chin and looking up wondering

All people are tuned in to body language, tone and pitch, which often convey your attitude. A lot of what we say gets transferred by the recipient into feelings and emotions. People will always remember how you made them feel, not necessarily what was said. Communicating with people in a health or community services setting requires a compassionate, non-judgemental, and accepting approach.

Select each tab to learn more about communication techniques to demonstrate respect and enhance the understanding of the person you are communicating with.

Non-verbal communication

  • Make and maintain eye contact, however be mindful that in some cultures eye contact is disrespectful
  • Stand or sit in an upright posture, with your body facing the person you are communicating with
  • Use reassuring facial gestures (eg smiling, nodding)
  • Use reassuring body language (eg relaxed, open posture, avoid crossing your arms)
  • Avoid negative facial expressions such as frowning or looking elsewhere.

Verbal communication

  • Use the client's name
  • Ensure that you are communicating in a language they understand, use an interpreter if required
  • Use reassuring words, phrases
  • Avoid the use of medical terminology or jargon
  • Speak at a pace that is appropriate for the situation and allow adequate time for the person to respond
  • Use a tone and volume of your voice that is appropriate for the situation
  • Turn off distractions (TV/radio)
  • Acknowledge the client’s distress and allow them to express it
  • Use a calm, soothing, empathetic tone of voice
  • Use positive reminiscence (recollection)
  • Develop a good rapport
  • Provide praise as appropriate
  • Avoid authoritative language (“don’t, can’t, must, should”)
  • Don’t interrupt, criticise or argue.

Source: Body Language, MindTools.
Communicating effectively, Business Queensland accessed 3/11/2024

4. Non-verbal communication

Non-Verbal Communication
Watch closely the next time you interact with someone. You will probably notice they are not completely still when they are communicating. It is likely that their body is moving, their hands are making gestures and their facial expression and body position is changing while they speak. This is because people use non-verbal communication as another important part of sharing a message with another person
Non-verbal communication helps the other person to gain more meaning about the message and to find out about what the person is thinking and feeling as they speak.
 Body language (02:46)
 
People use non-verbal communication in different ways. Sometimes this can be confusing and may lead to the message becoming confused or mixed. Sometimes the gestures, expressions and movements that one person makes are interpreted differently by the person they are communicating with.
Non-verbal communication is only useful when there is a shared understanding of what a gesture or movement means. Sometimes people from different cultural backgrounds have differing expectations of non-verbal communication. They might use gestures more often when they speak, avoid eye contact with groups of people or use facial expressions in particular ways to emphasise a point or express an emotion.

Strategies to enhance non-verbal communication include:

  • Learning about the different ways that people from cultures other than your own might use gestures, facial expressions and movement as part of their communication

  • Thinking about how body language can relate to the emotions and thoughts of the person who is communicating

  • Focusing on your own non-verbal communication and making sure it matches closely with what you are saying

    When and how to use Non-Verbal Communication

    You should use non-verbal communication in ways that enhance and support the communication you are having with another person. Use gestures, facial expressions and body position to support the message you are trying to convey.

    For example, if you are trying to appear confident and assertive, you could stand tall, put your hands on your hips and look directly at the person. If you are trying to show you are listening attentively, you could face the person, orient your body towards them and nod and smile as they speak.

5. ACTIVITY

Class Activity:

Organise yourselves into alphabetical order based on your first names without using any verbal communication.

OR

Organise yourselves into a line from youngest to oldest without using any verbal communication.

Reflect on the strategy used and discuss how difficult this task was. 

6. Grammar, speed and pronunciation

Verbal communication hinges on the ability to speak using the correct grammar, at the appropriate speed and with good pronunciation. This is particularly important because by doing these things correctly, it can reduce the risk of disagreements, miscommunication and misinformation. It is especially important for you, in your role as an allied health assistant, to ensure you are aware of how you speak, the speed you speak and that you have a good understanding of the terms and how to pronounce them correctly.

What is grammar?

Grammar is about the study of words, how they are used in the structure of sentences, so they are clear and can be easily understood. 

A good grasp of grammar enables you to speak clearly, in a manner that other people can understand, and it improves communication as a result. It avoids misunderstandings because the other person can easily understand you. 

What can you do to improve your grammar, speed and pronunciation?

  • Practise makes perfect - find opportunities to chat with other people and practice your grammar, speed and pronunciation.
  • Keep your sentences short and clear to help avoid mistakes.
  • Ask people for feedback on how you speak.
  • Check your speed and clarify that the other person heard and understood what you are saying.
  • Practise saying words you are not familiar with. Include a friend or work colleague and seek their feedback.
  • Lastly, remember we all make mistakes.

7. Written communication

Nurse Making Notes During Home Visit With Senior Female Patient

  • Documentation in the person’s health care or medical record is an essential task when working in a health care environment.
  • An AHA will complete written communication as part of their work role.
  • Written communication can be paper-based, electronic or a mix of both. It can also take a number of forms or types including:
    • documentation in a client’s health care record
    • completion of written handover notes to the AHP
    • completion checklists, therapy records and discharge summaries
    • providing written information, such as education material, to clients.
  • Documentation in a client’s health care record is used as a written communication tool between all health care staff involved with the client, and is a legal requirement of practice.
  • A health care record is a complete, permanent and continuous record of a client’s care.

Documentation needs to be in accordance with organisational documentation procedure. Each organisation will have their own protocols, policies or procedures for documentation. This will include approved abbreviations, terminologies and documentation standards. Documentation must occur after each client contact or therapy intervention. If it isn’t documented, it didn’t happen!

Reference: Guidelines for allied health assistants documenting in health records, 2019, Allied Health Professions’ Office of Queensland, State of Queensland (Queensland Health) CC BY 3.0, accessed 26/05/2024

7.1. Written documentation standards

medicine, people and healthcare concept - close up of female doctor or nurse writing medical report to clipboard at hospital

Written documentation in health care records must comply with the following:

  • be objective, relevant, clear and accurate
  • be legible and in English
  • be accurate statements of clinical interactions
  • use only approved abbreviations and symbols
  • written in dark ink, not red or other coloured ink
  • use a 24 hour clock to record time of entry and for date of entry use ddmmyy or ddmmyyyy
  • signed by the author, and include printed name and designation, or electronic signature for electronic medical record (entries by students involved in the care and treatment of a client must be co-signed by the student’s supervising clinician).

SOAP is a format for written documentation in a client’s health care record that is used by AHAs.

Select each letter to find out about SOAP.

Subjective

In this section, the AHA documents what the person reports as to how they are feeling (eg pain, fatigue, nausea) prior to the therapy session commencing. The three point ID check and consent for therapy gained is also documented in this section.


Objective

In this section, the AHA documents what they have observed during the delegated therapy session. Observations of functional tasks and the level of assistance required to complete these tasks are documented and documentation confirms the AHP assessment of these tasks. The AHA is only document what they observe during the session. 

Observations reported in this section include: 

  • vital signs including blood pressure, heart rate, oxygen saturations 
  • current function and level of assistance 
    • transfers 
    • mobility 
    • stairs 
    • ADLs 
    • equipment used.


Action

In this section, the AHA documents what tasks they have completed during the therapy session. More specific details include what therapy tasks were completed, how the person coped with the therapy tasks, and if any task did not go to plan. If there was a task that did not go to plan, the AHA is required to document what happened, what they did about it, and what the outcome was.


Plan

In this section, the AHA documents the plan following the therapy session and usually includes a plan to provide feedback to the delegating AHP and when the person will complete their next session of therapy.

Reference: Health Care Records - Documentation and Management, NSW Health, Accessed 26/05/2024.

8. Seeking clarification

The question is among the correct answers. Troubleshooting. Investigating problems. Mistake correction. The fact remains in question. An unknown issue

Sometimes it can be difficult to understand what someone else is saying, or you might have trouble understanding information you read. When this happens, it's important to seek clarification.

Clarification helps ensure that you fully understand the situation. If you're confused or unsure, you can ask questions to clear up any misunderstandings. It also shows the person you're communicating with that you care about what they're saying and want to understand them better. There are two main ways to clarify and confirm understanding:

  • Ask questions to gain a better understanding of what’s being said or expected.
  • Reflect or summarise the information back to the person, either verbally or in writing, to ensure that key points are communicated clearly.

9. Active listening

Open your mind to what the person is saying and provide feedback to indicate that you have received the message and do understand what has been said.

Remain calm and in control, and show empathy for the other person who is speaking.

The following are active listening skills which will help you in your workplace and in your personal life (select each tab to learn more):

Step 1

Concentrated completely on what is being said

Step 2

Look at the person, maintain eye contact and show that there is interest

Step 3

Be quiet and do not interrupt or talk over the person talking

Step 4

Work out the message and be prepared to repeat back aspects of the message

Step 5

Use body language and gestures to show you are listening


An example of how active listening skills can be used in the workplace:

A consumer is explaining their learning (educational) goals to you as part of their individual plan.

You would pay attention to what they are saying and repeat back in your own words to confirm that you have understood what they were saying.

This will also give them the opportunity to correct the information if you have misunderstood them.

10. Types of questions

Asking questions is an important part of communication. Questions allow you to find the information you need. 

11. Collaboration vs. confrontation

Big letter C starts your words about collaboration, connection, communication
Similar to the motivational and coercive differences, collaboration and confrontation are two very different communication techniques. Using collaborative techniques in your role will help you to avoid or diffuse conflict situations and to communicate in a culturally appropriate manner.

Confrontational communication usually results from the idea that one side is better or has greater rights than the other side. It aims to demean or show a lack of interest. It includes name-calling and negative sentiments. For example, “You think you can do that? Well, you can’t. You’re useless!”

Collaborative, or cooperative, communication is the opposite of confrontational communication. It looks to build trust, understanding of shared responsibility and shared decision-making processes.

For example, asking questions like, “How do you think you’d deal with a situation where you cannot clearly communicate with someone at the store?”, “What tools or equipment have you tried to use in the past?, and “What have you found works for you now?”. The aim here is to allow the client to relate to you and see you as someone that is helpful and actively listening to them.

12. Video: Therapy communication

How to communicate effectively in physical therapy (07:39)