the language of care

(communicating well with patients and families)

Research shows that the way we speak to patients and clients can have a critical impact on their health and well being. Outcomes are affected by the patient/healer relationship and the effects of careless language can be costly. This workshop for clinical staff focuses on ways of developing effective communication and language skills with patients and their families. It has also been well received by therapists, social workers and other front line staff. It is supported by research and case studies collected by the presenter over the last five years.

Objectives

.         Understand the impact of language in the clinical setting

.         Be able to build rapport quickly

.         Improve listening and observation skills

.         Grasp the importance of verbal and non-verbal communication

.         Develop a range of enhanced verbal and non verbal skills

.         Structure approaches for dealing with 'difficult' situations

.         Practise specific techniques for improving communications

.         Reduce the risk of litigation by angry or dissatisfied patients

Course Content

How the language we use has hidden impact
Common and non-specific factors in healing
Case studies: 'Where words have made a difference'
The use of rapport, time and influence
A structured approach to effective communication
Avoiding misunderstandings in clinical practice
Communicating with other staff
Techniques for managing the therapeutic relationship
Reading the feedback, engaging the patient
Sensitive questioning skills
Aiming for better understanding and compliance
How much to communicate, and when
Hope, expectation and realism
Giving bad news, fitting responses
Talking about loss and bereavement
Handling blame, reproach and recrimination
Follow up and 'hand holding'