Chapter 15: Core communication skills
1. Of all the complaints received from patients/clients and their carers poor communication is in the top ______.
2. Effective communication is essential to developing a ______ relationship.
3. Communication consists of a ______ and a ______.
4. The term ______ describes anything that can interfere with the message being sent.
5. The way we communicate can be divided into two approaches: ______ and ______ communication.
Answer: verbal, non-verbal
6. Non-verbal communication makes up ______ of all communication.
7. Active listening includes repeating, paraphrasing and ______.
8. There are two types of questions ______ and ______.
9. If you want very specific information ______ questions are best used.
10. The ability to demonstrate an understanding of how a person is feeling is called ______.
11. An understanding of how your feelings, attitudes and values impact on others is known as ______.
12. A triadic communication involves ______ participants.
13. Where ever possible you should use ______ ______ to communicate with people who do not speak English.
Answer: professional interpreters
14. Useful tools for communicating with people who do not speak English are ______.
15. The one form of communication that is universal to all and should never be forgotten is _______.
