Verbal communication skills (1)
see p. 91
What you need to know •
How verbal communication skills can be used with service users
•
The benefits of using verbal communication skills.
Verbal communication involves communicating clearly through speech in a way that can be understood and that does not offend the service user. A practitioner will need to adapt their verbal communication to different circumstances.
Adapting verbal communication
FT
A service practitioner must be able to adapt their verbal communication to communicate effectively. If you are working in different health and social care settings, with service users of all ages, you need to use your verbal skills in different ways.
Empathy
Clarity
Showing empathy in verbal communication involves using language that shows respect and is sensitive to the service user. This shows the service user that you understand how they feel.
A
Communicating with clarity involves giving information in a clear way that the service user can easily understand. This may involve using vocabulary which can be understood, as well as speaking very clearly (not mumbling or speaking too quickly).
R
Clarity can also refer to listening and understanding what the other person is saying.
Example: A dentist may use language that is reassuring to show empathy with a service user who is afraid of treatment.
D
Example: A GP may check with a service user they have understood what they have explained.
Revise it!
Remember it!
Create a table listing all the verbal skills. For each skill:
•
Working with a wide range of service users who have different needs means adapting verbal skills to enable effective communication.
•
Clarity is about giving information clearly so that it can be understood.
•
Empathy shows the service user you understand how they feel.
•
add an explanation of the skill
•
give an example of how it would be used by a service provider in a health and social setting.
You may wish to focus on one job role, such as a paramedic, or use examples from lots of job roles.
Revision Guide
47
Original material © Cambridge University Press 2022. This material is not final and is subject to further changes prior to publication.
