Effective communication skills and active listening

Overview

Good communication skills can make all the difference between a patient/service user feeling supported and engaged with the advice and support you provide. There are some simple steps you can take to ensure that your communication skills are effective.

Motivational interviewing (MI)  is a recognised style in which to engage service users and patients.  This technique can be particularly engaging when working with service users with poor mental health in their support and care planning and recovery plans.  The idea behind MI is that:

• The way you speak to someone is as important as what you say. Ask open questions and be curious – identify as many opportunities as you can to engage in conversations; be aware of your body language and tone of voice. For example do not talk down to a person, or fill in the gaps if they pause for thought or raise your eyebrows to a comment or suggestion.  Be empathetic and warm;
• Being listened to and being understood is an important part of building an effective relationship between support worker and service user. Take time to listen to the way the person tells you want they want, how they feel or what is troubling them;
• You empower the person to understand that they have the ability to change their behaviour based on what they feel ready for, as opposed to when they are told to do something. Be aware of their personal situation in terms of what else is happening in their life and the impact it may be having.
• The solution at the end of the process is effective and lasting.

Structured conversations can also be very useful.  They are a way of establishing an effective relationship between yourself and the service user; ensuring the service user has the opportunity to share their concerns.  For example:

• Discuss together their aspirations and needs; to
• Agree to set clear goals and targets for potential improvements; and
• identify what activities, interests or hobbies may assist with improvements/recovery and ones the person is most likely to engage in. This may be particularly important where the person is not always engaging or communicative on a 1-1 basis or within groups of people;
• Identify when the agreements reached will be reviewed and how you will both engage in communications between appointments.

As part of your communication and listening skills take a holistic assessment of the patient/service user and discuss how it may impact on their support plan or recovery and what they wish to happen at any given time so they feel empowered and are in control.

When making notes explain what you are writing and why you are recording information, answering any questions along the way.

Why is this important

Service users/patients can feel dismissed, judged or patronised or ignored if communication is poor.  Any conscious or unconscious bias or assessment may lead to a lack of trust, closed responses and a feeling of being judged.

Building confidence is part of supporting an individual planning and recovery process.

To reinforce that the process is a joint one, adopting a shared decision making mindset which is free from “I think” “you will” “I need you to …” will enable the person to be engaged and if they are involved in planning their support and care they are more likely to engage in their support and recovery plans.

Complicated information is more likely to be remembered when time and effort has been taken to explain and check understanding. It is important to summarise a conversation to help reinforce plans and goals.

Written communication should also be shared with the service user/patient as it helps to remember what has been said and they may wish to discuss it with family and carers.

Feedback from service users also reaffirms the importance of looking beyond the diagnosis or “problem” and identify together workable solutions which promote confidence, trust and empowerment.

Skills Review

Having completed this sub-topic I will understand the importance of these skills.

• I am able to build trust and confidence with service users/patients by engaging in conversations which are person centred and non-judgemental.
• I am able to take an holistic approach to care and support planning and assessment.
• I am able to use open questioning techniques and I practice active listening.