Communication skills

What is effective listening

When nurses listen to and respond in a way that matches the patients experience

what are the benefits of effective listening

Helps nurses understand patient concerns and priorities for accurate assessment and decisions

Patients feelings heard are more likely to trust professionals and follow treatment plans effectively

Aids in early detecting of complications and unmet needs, enhancing patient safety

Listening fosters partnership in care planning, strengthening therapeutic relationships and reducing errors

What are the barriers of effective listening

External - environmental noise, lack of physical privacy and high traffic areas

Internal - fatigue, emotional stress, and offering unsolicited advice

What are the key frameworks for effective listening

SAAFETY

SOLER

How can self awareness improve listening

Helps nurses recognise biases and emotional responses

What is the difference between hearing and listening

Hearing is the physiological process of perceiving sound where is listening is actively hearing and understanding information with deliberate intention

What is the SAAFETY model

A pre interaction checklist

• Schedule interpreter (ensure effective communication)

• Arrange your mind (clear internal noise/bias)

• Arrange seating (create equality, remove barriers)

• Familiarise (know the history/culture)

• Environment (reduce noise, distractions, check temperature)

• Time (dedicated specific time)

• Y why (clarify purpose)

What is the SOLER framework

Sit square (face to face)

Open posture (signals involvement and availability)

Lean in (indicate interest)

Eye contact (indicates interest)

Relax (tension communications distraction)

What behaviours should you avoid when effective listening

Interrupting

Finishing speaker sentence

Being judgemental

Demonstrate impatience

Multitask

What is active listening

Requires you to listen attentively to a speaker, understand what they’re saying, respond and reflect on what is being, and retain the information for later

What are some techniques for active listening

Through eye contact, nodding, attentive posture, appropriate responses

Benefits of active listening

Improves communication, trust and patient outcomes

Fosters a therapeutic relationship

What is the difference between effective listening and active listening

Active listening is the technique of physically showing you are engaged and paying attention.

Effective listening is adapting those skills to deeply understand the patient’s unique feelings, context, and healthcare needs

What is verbal communication

Spoken or written words used to inform, instruct or explain healthcare procedures and expectations

What is non verbal communication

Communication through body language, facial expressions, posture and gesture

Occurs alongside spoken words or without

Why must non verbal match verbal communication

Because mixed messages can confuse patients and reduce trust

How does non verbal communication support verbal communication or inhibit it

It can reinforce, clarify or strengthen spoken messages. Or body language may communicate something different to spoken words

How does appearance affect communication

Influences 1st impressions and perceptions. Communicates professionalism and social standing

A nursing uniform communicates professional identity, responsibility and authority

What are the components of non verbal communications

Kinesics

Vocalists

Proxemics

Haptics

Chronemics

Synchrony

What is kinesics

Components of body language

Posture, facial expressions, eye contact and gestures

What is vocalics

Two types

• Prosodic - pitch, volume, rate/speed of speaking

• Paralinguistic - tone, word emphasis, pause/silence

What is proxemics

Personal distance

Physical distance maintained during interactions

Sitting at eye level promotes relational equality

Patients may feel threatened or uncomfortable if personal space is invaded

What is haptics

Communication through touch

Used for comfort, reassurance and rapport building

Must be used with awareness of cultural norms, professional boundaries, and patient consent

What is chronemics

Communication through use of time

If punctual, communicates respect, professionalism and attentiveness

What is synchrony

Similarity or matching of behaviours during communication

Increases rapport and trust