Effective Communication Skills

Effective Communication

• Effective communication involves choosing words carefully, saying them clearly, and supporting them with appropriate body language.
• Communication ability influences hiring chances, job satisfaction, and respect received.

Active Listening

• Active listening requires being in a conversation and often initiating it.
• Introduce yourself and pronounce your name clearly.
• Be patient if someone has trouble pronouncing it.

The Listening Process

• Listen and observe body language.
• Summarize what is understood.
• Ask open-ended questions (e.g., who, what, where).
• Pause, do not interrupt.

Listening to Someone Upset

• When a patient or coworker is upset, do not try to solve the problem or determine facts.
• Validate and accept their feelings.
• Help them calm down and become reasonable.

Communicating with Hearing Impaired

• Hearing aids may help, but speech quality alone does not indicate hearing impairment.
• If hearing loss occurred after age 12, speech may still be clear.
• Use medical terminology carefully or ask if they can understand you; writing avoids confusion.
• Utilize body language and interpreters.

Communicating with Visually Impaired

• Identify yourself and role.
• Put yourself in their shoes.
• Give verbal directions as you move forward.
• When offering a seat, place their hand on the chair back.
• Let them know when you leave the room and/or introduce them to those in the room.

Communicating with Small Children

• Maintain eye contact and use simple words.

Communicating with Elderly People

• Approach from the front.
• Smile.
• Speak slower in a calming tone.

Communicating with Other Generations

• Be neutral in appearance and communication style.
• Be aware of generational preferences (e.g., Traditionalists, Baby Boomers, Generation X, Millennials, Generation Z).

Communicating with People Who Speak Little or No English

• Utilize professional interpreters.
• Employ body language.
• Correcting English may create unnecessary issues.
• Use phrases like "please" and "thank you"

Communicating with Speech Impairment

• Do not pretend to understand.
• Ask them to repeat.
• Use short answers that only need a nod.
• Ask if writing is acceptable.

Communicating with People with Speech Impairments

• Do not assume a person has a speech impairment based on speech quality alone.
• Ask your patient if medical terminology is difficult to understand.
• Consider body language and language usage differences.

Speaking and Writing Professionally

• Avoid sharing too much personal information.
• Avoid potentially sensitive topics.
• Write clearly and concisely.
• Spell words correctly.
• Avoid using slang or abbreviations inappropriately.

Conflict Management

• Conflict is often viewed as a difficult issue.
• Respond calmly to anger and confrontation, and try to understand why behavior occurs.
• Be aware of conflict stages (avoiding, compromising, collaborating, accommodating, competing).

Problem Behaviors in Co-Workers and Patients

• Bullies often have insecurity and need to control others.
• Tolerate abuse can continue the behavior.
• Do not engage with abusive behavior.
• Avoid hostile exchanges with argumentative people.
• Be aware of how you may be perceived (e.g., controlling, interfering, etc.)

Change and Flexibility

• Change is constant in institutions, organizations, and individuals.
• Adaptability is a quality to make adjustments.
• Flexibility is the willingness to make last-minute changes.
• Embracing change is crucial for work success.