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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

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