Communication and Interpersonal Skills
Talking so the resident can hear you
Good communication is a clinical skill. Use active listening: face the resident, make eye contact at their level, nod, and let them finish. Ask open-ended questions ("How are you feeling about your shower today?") and use restating or clarifying ("So the pain starts when you stand?") to confirm you understood. Use plain words, not medical jargon, and keep one idea per sentence.
Adapt to the impairment. For hearing loss, face the person, get their attention, lower your voice pitch rather than shouting, cut background noise, and check the hearing aid battery. For vision loss, identify yourself as you enter and say when you are leaving. For aphasia after stroke, allow extra time, ask yes/no questions, and offer a picture board - never finish the resident's sentences. For dementia, use short sentences, one step at a time, validate feelings, and redirect rather than argue about a delusion. For a language barrier, use an interpreter rather than a young family member when possible.
Barriers to avoid: false reassurance ("Don't worry, you'll be fine"), giving unsolicited advice, changing the subject, saying "I know how you feel," and making promises you cannot keep. Nonverbal messages count too - crossed arms and a rushed tone say more than words. Touch can comfort, but ask first and observe the response.
Traps: exam questions reward empathy plus honesty ("It sounds frightening. Tell me more") and punish arguing, minimizing, or promising outcomes.
Rule of thumb: get to eye level, use the resident's name, and speak one short idea at a time.