Communication skills

Communication skills

1. verbal

   • voice recording
   • assessement
   • questioning
     • closed and open
   • handovers
   • reporting and recording documents
   • Pleasant

2. non verbal

   • paralanguage
     • Tone, volume, proximity, pace
   • facial expressions, grumpiness, raised eye brows
   • Active listening
     • Non-judgemental listening
       • Empathy
       • Genuineness
       • Acceptance
     • SOLER: Egans model, 1986
   • Appropriate touch
     • legal and cultural sensitivity
   • sign language, pictures
   • Body movements
     • Intimacy, aggressiveness, affection

3. barriers

   • Language
     • Accent, dialects
     • Jargon
   • Sensory impairment
     • hearing, vision
   • Disability
     • Physical: Stroke
     • Mental: Dementia
     • Learning
   • Disruptions
     • weather, noise, distance and light

4. Assertiveness

   • distressed clients and colleagues

5. confrontaion

   • CARE
     • Clarify,
     • Articulate
     • Request
     • Encourage

6. Patch 2: Mind map on Communication (4/11/2015)

7. Information Technology

   • computer: internet, phones: information

8. Interpersonal skills