communication. Chapter 2 highlights key approaches and identifies common barriers to effective communication.
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2 Approaches to Effective Communication
Janine Archer1 and Joanne Greenwood2
1 University of Salford, UK
2 Oldham Care Organisation District Nurses, Northern Care Alliance, UK
Chapter Aim
To equip the reader with the knowledge, skills and behaviours to communicate effectively and overcome obstacles to effective communication
Learning Outcomes
By the end of this chapter, the reader will be able to:
Describe a range of communication techniques
Describe common barriers to effective communication and consider the role of a nursing associate in overcoming these obstacles
Test Yourself Multiple Choice Questions
1 The Royal College of Nursing identified three reasons why communication is important. These are:It helps patients feel valued, special and engagedIt helps patients feel alone, desperate and angryIt helps patients feel valued, in control and at ease
2 Richardson (2017) developed a tool to aid healthcare professionals in effective communication, which is:Personal, enhanced and requestedPropose, engage and reflectProper, elaborate and realistic
3 It is good practice for healthcare professionals to prepare prior to any meaningful conversationTrueFalse
4 According to Laswell (1948), when healthcare professionals plan communication encounters, what should they consider?3P’s, 2H’s & 1W4H’s & 2P’s5W’s & 1H6Q’s
5 The four different types of communication are:Verbal, non‐verbal, written and drawnVerbal, non‐verbal, written and observedVerbal, non‐verbal, written and visualVerbal, non‐verbal, written and picture
Introduction
To be a successful nursing associate, excellent communication skills are required. Effective communication requires the nursing associate to develop and maintain the required knowledge, skills and behaviours that enable them to work effectively with a wide range of people across the lifespan and during times where there are challenges to effective communication. The Nursing and Midwifery Council (NMC) (2018a) Nursing Associate Standards of Proficiency, at the point of registration, require the registered nursing associate to have the underpinning knowledge and communication skills to provide and monitor care. The NMC standards of proficiency also require the nursing associate to communicate effectively using a range of skills and strategies with colleagues and people at all stages of life and with a range of mental, physical, cognitive and behavioural health challenges.
In chapter 1, the underpinning theories and models of communication were discussed. This chapter will explore a range of communication approaches and the skills required to overcome some of the obstacles to effective communication. It will highlight the skills required when communicating with different age groups and the actions to be performed in challenging or complex situations.
As humans, we thrive on interaction with others. We learn to communicate at a very early age; as babies, we are able to communicate our wants and needs through cries and smiles (Grainger 2018). Those positive connections give us a sense of belonging and value. When done well, communication is a two‐way process that involves listening, observation, body language, facial expressions and speech from all parties involved. Effective communication is extremely important at times of ill health or crisis (Raphael‐Grimm 2014). Yet, communication is one of the five most common reasons for complaints in the National Health