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If you chart your daily activities, you will fi nd that much of your time is
spent communicating in some way, be it verbal, nonverbal, or written com-
munication. Communication skills affect your ability to be understood and
to understand others, establish positive relationships, and perform your
job well. For some people, communicating with others is one of the biggest
challenges they face in their jobs. This chapter will provide you with tips
and tools for improving your communication skills.
Being a good communicator is important in both personal and pro-
fessional aspects of life. Being able to communicate clearly with patients
and coworkers is vital in the healthcare industry. Miscommunication can
lead to serious physical, and even legal, consequences. When you become
a healthcare worker, you must be able to communicate precisely and effec-
tively. One tip to remember is that a simple smile can improve your ability
to communicate. A smile can reassure an anxious patient or welcome a new
coworker on their fi rst day (Figure 7.1).
Verbal Communication
Verbal communication, also known as speaking, is an important form
of communication in a healthcare facility. During the course of a work day
most healthcare workers spend time talking with coworkers, supervisors,
managers, or patients. Planning and organizing your thoughts is a criti-
cal part of verbal communication. This involves thinking about who will
receive the message and what you want to convey. Making notes before
a phone call, having an agenda for a meeting, or researching information
you wish to give to someone in advance are all methods you can use to
ensure clear communication.
According to motivational speaker and entrepreneur Pat Croce, effec-
tive communication involves much more than choosing the right words.
Mr. Croce recommends fi ve rules to incorporate while conveying a mes-
sage, known as the 5 Cs of Communication:
1. Clear. Speak in black-and-white terms to clearly state your message.
Allow questions from the recipient of your communication to ensure
you are understood.
2. Concise. Do not ramble. Your important message can be lost in the
nonessential information you include—get to the point.
3. Consistent. Make the message consistent at all times. If you are telling
your supervisor about an incident that you have observed, do not
change your story to make it more dramatic. Report your fi ndings in
a consistent, accurate manner. Do not tell one person what you saw
and later change your observations as you retell the story to another
person.
4. Credible. People can tell if your words are insincere—make sure your
message is real. Do not heap praise on someone just because you want
to win their favor. It is important that you mean what you say.
verbal communication
expressing your thoughts
out loud; speaking
Blend Images/Shutterstock.com
Figure 7.1 A smile enhances
communication.