Key Takeaways
- Effective verbal communication includes clarity, appropriate tone, pace, and volume
- Use therapeutic techniques: open-ended questions, reflection, validation, and clarification
- Avoid false reassurance, giving advice, being judgmental, or changing the subject
- Communication barriers include physical, environmental, psychological, cultural, and developmental factors
- When reporting to nurses, be specific, objective, and include relevant details
Verbal Communication
Verbal communication is the use of spoken words to exchange information. For CNAs, effective verbal communication is essential for patient care, team collaboration, and safety.
Elements of Effective Verbal Communication
Good verbal communication involves more than just words:
| Element | Description | Tips |
|---|---|---|
| Clarity | Easy to understand | Use simple words, avoid jargon |
| Tone | Voice quality and emotion | Warm, calm, professional |
| Pace | Speed of speaking | Slow enough to understand |
| Volume | Loudness | Appropriate for setting |
| Pitch | Highness or lowness | Avoid monotone |
Speaking Clearly with Patients
Many patients have difficulty understanding verbal communication due to:
- Hearing impairment
- Cognitive changes
- Medication effects
- Language barriers
- Anxiety or fear
Strategies for clear communication:
- Face the patient when speaking
- Get their attention before speaking
- Speak slowly and clearly (not loudly unless needed)
- Use simple words - avoid medical terminology
- Pause for understanding - give time to process
- Ask if they understood - "Did that make sense?"
- Repeat information if needed
Communication Barriers
Barriers can prevent effective communication:
| Barrier Type | Examples | Solutions |
|---|---|---|
| Physical | Hearing loss, speech impairment | Hearing aids, writing, picture boards |
| Environmental | Noise, lack of privacy | Close door, reduce distractions |
| Psychological | Fear, anxiety, depression | Build trust, be patient |
| Cultural | Language, customs | Interpreter, cultural sensitivity |
| Developmental | Dementia, intellectual disability | Simple words, repetition, visuals |
Therapeutic Communication Techniques
Therapeutic communication promotes healing and trust:
| Technique | Description | Example |
|---|---|---|
| Open-ended questions | Encourage detailed responses | "How are you feeling today?" |
| Reflection | Repeat back what you heard | "So you're feeling worried about..." |
| Clarification | Ask for more detail | "Can you tell me more about that?" |
| Validation | Acknowledge feelings | "It's understandable to feel that way" |
| Silence | Pause to allow processing | Wait quietly for response |
| Summarizing | Review key points | "So you'd like help with..." |
Non-Therapeutic Communication to Avoid
These communication styles can harm the patient relationship:
| To Avoid | Example | Why It's Harmful |
|---|---|---|
| Giving false reassurance | "Everything will be fine" | Dismisses real concerns |
| Giving advice | "You should just..." | Not your role, may be wrong |
| Changing the subject | "Let's not talk about that" | Patient feels unheard |
| Being judgmental | "Why would you do that?" | Creates shame |
| Using cliches | "Every cloud has a silver lining" | Minimizes feelings |
| Defending others | "I'm sure the doctor knows best" | Dismisses concerns |
Reporting to the Nurse
When reporting observations verbally:
Be specific and objective:
Bad: "Mrs. Johnson seems off today" Good: "Mrs. Johnson is confused about the date and where she is, which is different from yesterday when she was oriented"
Include key information:
- Patient name and room
- What you observed (specifically)
- When it happened
- How it differs from normal
- Vital signs if relevant
Communication with Hearing-Impaired Patients
| Strategy | Description |
|---|---|
| Face the patient | Allow lip reading |
| Reduce background noise | Turn off TV, close door |
| Speak clearly (not loudly) | Shouting distorts sound |
| Use visual cues | Gestures, written notes |
| Check hearing aids | Ensure they're working |
| Get attention first | Light touch or wave |
| Rephrase if not understood | Don't just repeat same words |
Which is an example of an open-ended question?
Which communication technique should be AVOIDED with patients?
When communicating with a hearing-impaired patient, you should: