http://nursing.flinders.edu.au/students/studyaids/clinicalcommunication/page.php?

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Communication Skills

We are always communicating, whether we’re speaking or not. A well-

known UCLA study found that only around 7% of the meaning of spoken
communication came from words alone, 55% came from facial expression and 38%
came from the way the words were said.

Effective communication has many aspects. It is, for example, respectful, assertive,
empathetic, clear, attentive, honest and non-judgmental.

Effective communication is fundamental to nursing practice. It is a skill that can be

learned and continually improved. Improvement requires keen observation, the
willingness to be reflective, and the commitment to listen and learn.

What is communication in nursing?

Many definitions describe [communication] as a transfer of information between a source and a

receiver. In nursing, communication is a sharing of health-related information between a patient and a
nurse, with both participants as sources and receivers. The information may be verbal or nonverbal,
written or spoken, personal or impersonal, issue-specific, or even relationship-oriented, to name a few
possibilities. (Sheldon 2004, p. 4)

Why is good communication important?

The power of creative and effective nursing care is strengthened by good communication skills.
Patients share their stories, symptoms, and concerns by talking with us. Both the spoken word and
the body language convey information about the patient’s experience.

Your words can do so much: put a patient at ease, set up a productive relationship, and carry out
interventions. There is no other skill that is used more in nursing than communication. (Sheldon 2004,
p. 132)

Communication skills: tone of voice

A person’s tone of voice will affect the way they interpret information. Interpreting
tone of voice is complex, differing in different cultures.
Example: 'Good morning':

 falling then rising inflection—polite, friendly

 flat and then falling—not friendly, possibly angry

 flat, no inflection—depressed, bored

Activity

Listen to these examples of a patient replying when you bid them ‘Good morning’
while on your rounds.

What can you tell about their answer from their tone of voice?

(Hold down the left mouse button on each speaker icon to listen)

Tone of voice example 1

Tone of voice example 2

Tone of voice example 3

Tone of voice example 4

Communication skills: body language

Interpreting body language correctly is an important aspect of non-verbal

communication.

Activity

Examine the three photographs below.

You are asking a colleague their opinion on some tests that have come back for one
of the patients.

What do you think the people in the photos below are indicating with their body
language?

Body language example 1

(Flash video
0.7 MB)
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Body language example 2
 (Flash video
0.4 MB)
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Body language example 3
(Flash video
0.5 MB)
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Communication skills: interacting with patients

Introducing yourself to patients in the ward:

‘Hello Mr/Ms ____. My name is ____ and I’ll be looking after you today.’

‘Hello Mr/Ms ____. My name is ____ and I’ll be taking care of you today.’

‘Good morning. My name is ____. I am a nursing student and I’ll be looking after you
today.’

‘Hi there, I’m ____. I’m taking care of you today.’

To check what the patient would like you to call them:

‘Good morning. My name is ____. I’ll be the nursing student looking after you today.
What may I call you?’

‘What would you like me to call you?’

‘May I call you Ms Smith or would you prefer Margaret?’

To inquire about the patient’s health:

‘How are you feeling?’

‘How are you feeling today?’

‘Are you feeling any better today?’

‘How are you feeling at the moment?’

If the patient has just been admitted today:

‘Can you tell me why you are here today, Mr/Ms ____?’

‘What’s brought you here today?’

‘What brings you here (today)?’

If the patient needs your help:

‘How can I help you?’

‘What can I do for you?’

‘Is there anything (else) I can do to help you?’

‘Is there anything (else) I can do to make you feel comfortable?’

To check if you may ask the patient some questions:

‘I’ve just got one or two questions to ask you, Mr/Ms ____ – it won’t take long. Is that
OK?’

‘I just need to check a few things with you, alright?’

‘I just need to check a few things with you. Is that OK?’

To conclude a conversation:

‘I’m sorry, but ... ’

 I need to go now

 I really must get going

 it’s time for me to go

 I’d better get back to work

‘Thank you for ... ’

 talking to me

 telling me that

 your help
  everything

‘Thanks a lot / thanks’

‘I’ll be back ... ’

 soon

 in a minute

 in a while

‘I’ll see you again soon’

‘See you ... ’

 soon

 next week

 again

 the next time I am in

 next shift

 in a minute

‘Take care’
‘Bye / Goodbye’

Example 1:

Nurse Susan Johnston is meeting her patient Ms Anne Watson (52) for the first
time. Ms Watson has injured her back.

Nurse: Good afternoon, Ms Watson. My name is Susan and I’ll be looking after you
this afternoon.

Patient: Hello Susan. Please call me Anne – Ms Watson is so formal.

Nurse: OK! How are you feeling today, Anne?

Patient: Not so good actually, Susan. I had a bad night’s sleep and my back is really
aching.

Nurse: I’m very sorry to hear that, Anne. Let me take your obs and then I’ll see if I
can do anything about your sore back.

(later)

Nurse: There you go, Anne. I hope you’re feeling more comfortable now.

Patient: Thanks Susan. I feel much better.

Nurse: That’s great. I need to go now, but if you need me at all just use the buzzer.
See you soon.

Patient: Thanks! Bye.

Example 2:

Nurse Michael Roberts is meeting his patient Gladys Fopp (87) for the first
time. She has just had a hip replacement.

Nurse: Good morning Ms Fopp. I’m Michael and I’ll be taking care of you today. How
are you this morning?

Patient: Good morning nurse. I’m sorry but you have got my name wrong. I
am Miss Fopp, not Ms Fopp.

Nurse: Oh, I beg your pardon, Miss Fopp. I’m very sorry about that! I would like to do
your observations now. Would that be alright?

Patient: Very well, nurse. My doctor says I’m doing pretty well for an old girl, but I’m
afraid, after this accident, I won’t be going far in a hurry!

(later)

Nurse: Well, Miss Fopp, you are making great progress. Your observations look very
good. Your doctor was right!

Patient: Thank you, Michael.

Nurse: I need to see some of my other patients now, but, if you need anything, just
press this bell, and I will come as quickly as I can.