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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 ten 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
Contents
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’
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