DEFINITIONS

Communication

The exchange of information between two or more individuals; allowing a relationship to form

Verbal Communication

The exchange of information between two or more people by talking or the way you present yourself –body language

HOW DOES COMMUNICATION WORK?Communication is a two-way process, and the key elements needed are as follows:

● sender – the person starting the

communication

● message – what the sender wishes to

communicate

● medium – the method of communication:

verbal, written, signed, electronic, telephone,

etc.

● receiver – the person who receives the

message and interprets it

● understanding – the message has to be

correctly interpreted by the receiver

● feedback – the receiver needs to show the

sender that he or she has received and understood

the message.

We sometimes describe the steps that need to be

taken for communication to be effective as the communication cycle

WHY VERBAL COMMUNICATION?

• Verbal communication is essential in health and social careers as it establishes the relationship between practitioner and client. The practitioners need to have highly developed social skills in order to work with the wide range of emotional needs that the clients will express/have.

• Oral (verbal) communication involves using words and sentences together, alongside body language messages (non-verbal communication)

It is important to use when:

• Assessing patients

• Identifying needs

• Giving information

• Encouraging patients to express their views and be independent

SKILLS AND WHAT IS INCLUDED

Clear speechSpeaking clearly is essential, particularly when working with service userswho may have difficulties when receiving or giving messages. Speakingclearly allows instructions to be absorbed and understood and if hearingor learning difficulties are involved then some service users can lip-reador use body language to gain further understanding.

Selection of appropriate languageLanguage can be classed as formal and informal and is used in variousways with different people. For example, making a complaint, having aninterview or speaking to a teacher would require formal language, whichcontains the correct terminology. You may speak to someone by callingthem Mr or Mrs. On the other hand, when arranging a night out withfriends or chatting with your immediate family you may use shortenedwords, slang and relaxed terminology; for example, ‘what you up to love?’

Active listening skills Active listening is about being involved, really listening and asking questions. If someone is leaning away from the other person, gazing around or looking bored, he or she is not listening. Active listeners check out what they have heard. They may ask a question to clarify a point or may nod to give encouragement to the speaker.

Non-discriminatory use of languageConversation topics such as jokes can be a source of misunderstandingand tension. Humour differs between people and between cultures, andwhat might be funny to one person might not necessarily be funny tosomeone else. Jokes about religion, for example, might not be unusualbut can be offensive to a person with strong religious beliefs.

HOW ARE THE PARTS USED TO CONVEY MESSAGES

e.g

• A teacher talking to children would change their voice to sound loud when they need to attract the children ; when they are talking one-on-one they would talk quietly in a soft voice

e.g

• A practitioner talking to a colleague would change their body language for example smiling conveys friendliness also they would change how they position their arms to give gestures so it is positive towards the listener