Communication and Interpersonal Skills
Professional communication
Effective communication is a clinical skill, not a personality trait. It includes active listening, plain language, open and closed questioning, reflective statements, summarising, and checking understanding. Candidates should recognise the difference between rapport-building and information-gathering, and move between them deliberately.
Core concepts
- Active listening: paraphrase, reflect feeling, and clarify rather than interrupt or advise prematurely.
- Plain language and teach-back: avoid jargon; ask the client to explain the plan in their own words to confirm understanding.
- Non-verbal communication: tone, pace, posture, and eye contact vary by culture; avoid assuming one norm.
- Interpreter use: use qualified interpreters, not family members, for clinical information.
- Managing strong emotion and conflict: acknowledge, validate, then problem-solve; de-escalate before reasoning.
- Written communication: records and reports should be clear, factual, and free of speculation.
Common question traps
Questions often reward the response that gives advice immediately, or that reassures without exploring. Another trap is using a family member as an interpreter, or assuming that a client who nods has understood. Watch for options that use jargon or that close down conversation with "why" questions that sound accusatory.
Worked example / rule of thumb
A parent says, "I don't understand what the report means." Rule of thumb: explain in plain language, then use teach-back. Summarise the key findings, avoid acronyms, and ask the parent to describe what they will do next. If a language barrier exists, arrange a qualified interpreter rather than relying on a bilingual relative.