Communication

Communication

1. types of questions

   • open
   • closed
   • focussed
   • leading
     • why don't you or have you thought of...?
   • compound/double
     • multiple questions asked as one question
   • indirect
     • can you tell me...?

2. verbal

   • social exchanges
   • facilitation/continuation language
   • repetition/restatement
   • confrontation
   • clarification
   • reflected statements
   • reassurance, explanation, instruction and advice

3. non-verbal

   • paralinguistics
     • speed, loudness, pitch of voice
   • facial expressions
   • gaze and eye contact (mutual ~25% of the time)
   • gestures
   • posture
   • proximity
   • dress, appearance, body contact and touch
   • cues
     • clues that a patient may give either verbally or through non-verbal behaviour to their underlying beliefs, concerns or perspectives

4. Medical history

   • introduction
     • presenting compliant
       • past medical history
         • systemic enquiry
           • drug history including allergies
             • family history
               • social history
                 • summarising

5. Empathy

   • listen, pause, acknowledge and find out more

6. Feedback

   • concrete evidence
   • reflective observation
   • abstract conceptualisation
   • active experimentation

7. Gibbs reflective cycle

   • description of what happened
   • feelings
   • evaluation
   • analysis
   • conclusion
   • action plan