building trust w/clients thru communication

5 reasons why communication matters

diagnostic accuracy, improved adherence, quality of patient care, formal complaints/liability, client satisfaction

communication is

a procedure that can be learned and requires practice/experience

3 domains of communication

content, nonverbal, perception

5 factors of communication essential tools

nonverbal awareness, open-ended questions, active listening/empathy, chunk/check, ask/tell/ask

nonverbal awareness is

more accurate of feelings and will predict behavior

categories of nonverbal communication

kinesics, proxemics, paralanguage, autonomic changes

3 C’s of non-verbal communication

context, clusters, congruence

context includes

environment, relationship history, roles

clusters include

combination of cues

congruence is whether or not

spoken words match tone and body language

5 factors of open-ended questions

saves time, prevents oh doc by the way, gets important diagnostic data, clients feel heard, client’s perspective is shared

3 parts of reflective listening

removing all distractions, listening for verbal/nonverbal message, feeding back that you have understood

3 parts of empathy

being seen, being heard, being accepted

empathy is the

single most important skill in building client rlns and leading to positive outcomes

4 forms of empathy

normalize, self-disclose, partner, highlight/amplify

5 parts of the “welcoming ritual”

client name, your name and role, touch, eye contact, context appropriate

chunk part of chunk/check

break info into manageable chunks

check part of chunk/check

stop at appropriate moments to check for understanding and allow for questions

3 parts of ask/tell/ask

ask what the client already knows, customize your message to the level of client understanding, ask client to repeat key elements

tell part of the ask/tell/ask

keep it simple, limit to 3 key points, use visuals, use chance instead of risk