can be divide into verbal, non-verbal and written communication. (Skills You Need, 2017) Firstly, verbal
communication includes face-to-face communication, what we speak and how
something is said such as the tone, pitch, volume, or speed of voice. (Ali.M, 2018) The main purpose of
using verbal communication is to clarify misunderstanding and provide missing
information. Secondly, non-verbal communication includes body language, gestures
or how we dress or act. (Ali.M, 2018) As Peter F. Ducker
said, ‘The most important thing in communication is hearing what isn’t said’.
By understanding non-verbal communication is a powerful tool that help
healthcare professions to analyze and connect with patient in positive ways and
deliver mutual understanding. For examples, we can always smile and maintain
proper eye contact but not staring at patient and also to nod head, show
interest and concentrating on what patient is delivering to show our respect to
them. (MedPro Group, 2017) These can serve
patient a sense of warmth, empathy, caring and support that leads to
improvement of treatment outcome. A successful communication requires between
verbal and non-verbal messages. For example, if a patient says ‘Okay’ by
nodding his head, this reinforced that he is agreed or understanding what we
have told them. Conversely, when a patient tells that everything is fine, but
his tone, facial expression, body posture and failure to smile are incongruent
to the thing he said, we can know that there is something wrong and we are more
believe to non-verbal that occur unconsciously. Thus, sometimes non-verbal is more
important to observe than verbal communication on a patient to improve the
treatment outcome. Furthermore, an accurate and clear patient’s record must be
written down to ensure patient’s safety to continue their care and to prevent
complaint from client about the treatment they received. (Royal College of Nursing, 2015)


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