What makes good verbal communications?
WHAT MAKES GOOD VERBAL COMMUNICATIONS?
FIRST IMPRESSIONS
Smiling and being friendly will influence how the customer perceives you
LISTENING
Giving the customer a chance to speak and not interrupting or making assumptions. Use phrases such as ‘Let me check I have understood you correctly…’
Often the customer will provide you with answers to some of the WWHAM questions before you ask them. Fill in the gaps in your knowledge by asking the remaining questions
ADAPTING VOCABULARY AND LANGUAGE
Show empathy in your conversation and try to avoid using medical jargon such as medical conditions
TALK TO THE PERSON AND NOT AT THEM
Keeping eye contact is important. Often you will find customers will look down more than look at you
VERBAL COMMUNICATION
Use tone, pitch, volume and speed of speech appropriate to the situation. Any questions (including WWHAM) should not be asked robotically or in any particular order. Pain may interfere with how the customer gives and receives information, so focus on the most important questions. The key is to get the customer talking and build the questions into the conversation naturally
FEEDBACK
It is important to check that the customer has understood what you are saying. Ask ‘Is that ok? Do you have any other questions?’